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市場調查報告書
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1530655

到 2030 年的客戶通訊管理市場預測：按組件、部署模式、通路、應用程式、最終用戶和區域進行的全球分析

Customer Communication Management Market Forecasts to 2030 - Global Analysis By Component (Service and Solution), Deployment Mode, Channel, Application, End User and By Geography
出版日期: | 出版商: Stratistics Market Research Consulting | 英文 200+ Pages | 商品交期: 2-3個工作天內

價格

根據Stratistics MRC預測，2024年全球客戶溝通管理市場規模將達21億美元，預計2030年將達到48億美元，預測期內複合年成長率為14.4%。

客戶溝通管理 (CCM) 是組織用來設計、交付和管理跨各種管道（包括電子郵件、網路、行動和列印）的個人化溝通的策略方法。整合資料、內容和業務流程，以實現一致、有針對性的客戶互動。我們的目標是透過自動化通訊的創建和交付來改善客戶參與、提高業務效率並實現合規性，同時保持品牌一致性並促進整個生命週期的客戶經驗參與。

全通路客戶服務需求不斷成長

由於需要跨多個平台進行無縫客戶交互，市場正在推動對全通路解決方案的需求。越來越多的公司正在採用整合不同管道的平台來提高客戶滿意度。這一趨勢反映了向個人化、即時傳播策略的轉變，使企業能夠在整個客戶旅程中提供一致的通訊和支援。

整合複雜度

市場整合的挑戰是多方面的，源自於將不同的溝通管道整合到一個無縫平台中的需要。這種複雜性由於需要動態調整內容以適應個人客戶的偏好和行為，同時保持跨管道的一致品牌和通訊而變得更加複雜。此外，整合現有的企業系統和解決方案進一步增加了複雜性，並且需要強大的互通性和資料同步功能來確保有效的通訊工作流程。

客戶經驗日益重要

企業正在優先考慮跨多個管道的無縫、個性化互動，以提高滿意度和忠誠度。先進的分析和人工智慧主導的洞察使企業能夠預測客戶需求並提供及時、有針對性的溝通。透過專注於加強從最初接觸到持續參與的每個接觸點，公司可以培養更深的聯繫，並在以客戶為中心的環境中獲得競爭優勢。

安裝費用

實施解決方案通常需要在軟體、硬體、整合服務和培訓方面進行大量投資。企業必須控制這些成本，同時提高客戶參與並提高業務效率。挑戰在於平衡這些前期成本與長期效益，例如簡化溝通和降低長期營運成本。這些財務考慮因素對於希望在主導的市場環境中保持競爭力的企業至關重要。

COVID-19 的影響：

隨著企業迅速將客戶互動轉移到數位平台，COVID-19 對市場產生了重大影響。對支援遠端客戶參與和個人化通訊的解決方案的需求激增，推動了雲端基礎的服務的成長。然而，由於經濟不確定性，傳統基礎設施投資放緩。為了因應不斷變化的消費者行為和期望，公司專注於透過整合的全通路策略來改善客戶經驗。

預計文件管理產業在預測期內將是最大的

文件管理預計是預測期內規模最大的。該區域在文檔的整個生命週期中建立、分發和管理文檔，以確保合規性和安全性。有效的文件管理可以實現與客戶的個人化溝通，提高業務效率並促進法規遵循。此流程透過簡化工作流程、增強協作以及支援與其他系統的無縫整合來最佳化客戶參與和滿意度。

預計醫療保健產業在預測期內複合年成長率最高

醫療保健產業透過個人化的傳播策略提高患者參與度和業務效率，預計在預測期內將實現最高的複合年成長率。主要功能包括自動申請和個人化健康教育材料。這些解決方案與現有的醫療保健系統無縫整合，以促進一致的患者體驗，並為醫療保健提供者提供及時的相關資訊，以實現更好的患者治療效果和業務效率。

比最大的地區

由於數位轉型和各行業對個人化客戶服務的需求，預計北美在預測期內將佔據最大的市場佔有率。利用我們解決方案的關鍵產業包括銀行和金融服務、保險、醫療保健、通訊、零售和公共產業。人們對雲端基礎的解決方案、人工智慧主導的分析和平台內自動化工具有濃厚的興趣，以提高客戶參與和業務效率。

複合年成長率最高的地區：

由於數位化程度的提高、全通路傳播策略的採用以及個人化客戶互動的需求，預計亞太地區在預測期內將保持最高的複合年成長率。對個人化客戶經驗的日益重視正在推動能夠根據客戶偏好自訂內容和交付的解決方案的採用。有關資料隱私和客戶溝通的嚴格法規正在製定該地區的策略。

免費客製化服務：

訂閱此報告的客戶可以存取以下免費自訂選項之一：

  • 公司簡介
    • 其他市場參與者的綜合分析（最多 3 家公司）
    • 主要企業SWOT分析（最多3家企業）
  • 區域分割
    • 根據客戶興趣對主要國家的市場估計、預測和複合年成長率（註：基於可行性檢查）
  • 競爭基準化分析
    • 根據產品系列、地理分佈和策略聯盟對主要企業基準化分析

目錄

第1章執行摘要

第2章 前言

  • 概述
  • 相關利益者
  • 調查範圍
  • 調查方法
    • 資料探勘
    • 資料分析
    • 資料檢驗
    • 研究途徑
  • 研究資訊來源
    • 主要研究資訊來源
    • 二次研究資訊來源
    • 先決條件

第3章市場趨勢分析

  • 促進因素
  • 抑制因素
  • 機會
  • 威脅
  • 應用分析
  • 最終用戶分析
  • 新興市場
  • COVID-19 的影響

第4章波特五力分析

  • 供應商的議價能力
  • 買方議價能力
  • 替代品的威脅
  • 新進入者的威脅
  • 競爭公司之間的敵對關係

第5章全球客戶溝通管理市場：依組成部分

  • 服務
    • 諮詢
    • 整合與實施
    • 培訓和支持
  • 解決方案
    • 多通路分銷
    • 文件結構
    • 互動客戶聲明

第6章全球客戶溝通管理市場：依部署模式

  • 本地
  • 雲端基礎
  • 混合

第7章全球客戶溝通管理市場：按管道

  • 電子郵件
  • 網站
  • 社群媒體
  • 印刷

第8章全球客戶溝通管理市場：按應用

  • 客戶維繫
  • 多通路溝通
  • 文件管理
  • 合規管理
  • 其他用途

第9章全球客戶溝通管理市場：依最終用戶分類

  • 銀行、金融服務和保險 (BFSI)
  • 衛生保健
  • 通訊/IT
  • 零售與電子商務
  • 政府和公共部門
  • 其他最終用戶

第10章全球客戶溝通管理市場：按地區

  • 北美洲
    • 美國
    • 加拿大
    • 墨西哥
  • 歐洲
    • 德國
    • 英國
    • 義大利
    • 法國
    • 西班牙
    • 其他歐洲國家
  • 亞太地區
    • 日本
    • 中國
    • 印度
    • 澳洲
    • 紐西蘭
    • 韓國
    • 其他亞太地區
  • 南美洲
    • 阿根廷
    • 巴西
    • 智利
    • 南美洲其他地區
  • 中東/非洲
    • 沙烏地阿拉伯
    • 阿拉伯聯合大公國
    • 卡達
    • 南非
    • 其他中東和非洲

第11章 主要進展

  • 合約、夥伴關係、協作和合資企業
  • 收購和合併
  • 新產品發布
  • 業務拓展
  • 其他關鍵策略

第12章 公司概況

  • Vodafone Group Plc
  • Intelledox
  • Salesforce.com, Inc.
  • Cognizant Technology Solutions
  • Xerox Corporation
  • SAP SE
  • Kofax Inc.
  • Zoho Corporation
  • TransPromo Communications, Inc.
  • Smart Communications
  • Ecrion Software
  • Fujifilm Holdings Corporation
  • Thunderhead
  • GMC Software
  • Oracle Corporation
  • Adobe Inc.
  • Freshworks Inc.
Product Code: SMRC26767

According to Stratistics MRC, the Global Customer Communication Management Market is accounted for $2.1 billion in 2024 and is expected to reach $4.8 billion by 2030 growing at a CAGR of 14.4% during the forecast period. Customer Communication Management (CCM) is the strategic approach that organizations use to design, deliver, and manage personalized communications across various channels such as email, web, mobile, and print. It integrates data, content, and business processes to ensure consistent and targeted interactions with customers. It aims to enhance customer experience, drive operational efficiency, and achieve compliance by automating the creation and delivery of communications while maintaining brand consistency and fostering customer engagement throughout the lifecycle.

Market Dynamics:

Driver:

Increasing demand for omnichannel customer service

The market is witnessing a rising demand for omnichannel solutions, driven by the need for seamless customer interactions across multiple platforms. Businesses are increasingly adopting these platforms that integrate various channels to enhance customer satisfaction. This trend reflects a shift towards personalized, real-time communication strategies that enable companies to deliver consistent messaging and support across the entire customer journey, ultimately improving operational efficiency and fostering stronger customer relationships.

Restraint:

Complexity of integration

The integration challenge in the market is multifaceted, stemming from the need to unify diverse communication channels into a seamless platform. This complexity is compounded by the requirement to maintain consistent branding and messaging across channels while adapting content dynamically to individual customer preferences and behaviors. Furthermore, integrating solutions with existing enterprise systems adds another layer of complexity, requiring robust interoperability and data synchronization capabilities to ensure effective communication workflows.

Opportunity:

Growing importance of customer experience

Companies prioritize seamless, personalized interactions across multiple channels, enhancing satisfaction and loyalty. Advanced analytics and AI-driven insights empower businesses to anticipate customer needs, delivering timely and targeted communications. By focusing on enhancing every touch point, from initial contact to ongoing engagement, organizations leverage to foster deeper connections and achieve competitive advantage in customer-centric landscape.

Threat:

Cost of implementation

Implementing solutions often requires substantial investment in software, hardware, integration services, and training. Companies must navigate these expenses while ensuring through improved customer engagement and operational efficiency. The challenge lies in balancing these upfront costs with long-term benefits, such as streamlined communications, and potentially lower operational costs over time. This financial consideration is crucial for firms aiming to stay competitive in a digitally-driven market landscape.

Covid-19 Impact:

The market saw a significant impact from COVID-19 as businesses rapidly shifted to digital platforms for customer interactions. Demand surged for solutions enabling remote customer engagement and personalized communications, driving growth in cloud-based services. However, economic uncertainties slowed investment in traditional infrastructure. Companies focused on enhancing customer experiences through integrated omni-channel strategies to adapt to changing consumer behaviours and expectations.

The document management segment is expected to be the largest during the forecast period

The document management is expected to be the largest during the forecast period. It involves creating, distributing, and managing documents throughout their lifecycle, ensuring compliance and security. Effective document management enables personalized customer communications, improves operational efficiency, and facilitates regulatory adherence. This process streamlines workflows, enhances collaboration, and supports seamless integration with other systems, thereby optimizing customer engagement and satisfaction.

The healthcare segment is expected to have the highest CAGR during the forecast period

The healthcare segment is expected to have the highest CAGR during the forecast period enhancing patient engagement and operational efficiency through personalized communication strategies. Key functionalities include automated billing statements and personalized health education materials. These solutions integrate seamlessly with existing healthcare systems, fostering a cohesive patient experience and enabling providers to deliver timely, relevant information that supports better patient outcomes and operational effectiveness.

Region with largest share:

North America is projected to hold the largest market share during the forecast period driven by digital transformation and the need for personalized customer interactions across various industries. Major sectors leveraging solutions include banking and financial services, insurance, healthcare, telecommunications, retail, and utilities. There's a strong inclination towards cloud-based solutions, AI-driven analytics, and automation tools within platforms to enhance customer engagement and operational efficiency.

Region with highest CAGR:

Asia Pacific is projected to hold the highest CAGR over the forecast period due to increasing digitalization, adoption of omni channel communication strategies, and demand for personalized customer interactions. There's a growing emphasis on personalized customer experiences, driving the adoption of solutions that can tailor content and delivery based on customer preferences. Stringent regulations regarding data privacy and customer communication are shaping strategies in the region.

Key players in the market

Some of the key players in Customer Communication Management market include Vodafone Group Plc, Intelledox, Salesforce.com, Inc., Cognizant Technology Solutions, Xerox Corporation, SAP SE, Kofax Inc., Zoho Corporation, TransPromo Communications, Inc., Smart Communications, Ecrion Software, Fujifilm Holdings Corporation, Thunderhead, GMC Software, Oracle Corporation, Adobe Inc. and Freshworks Inc.

Key Developments:

In November 2023, Vodafone Group Plc entered a strategic partnership with Accenture to accelerate growth, improve customer service, and significantly improve the efficiency of Vodafone's operating businesses and partner markets, as well as new markets.

In February 2023, Freshworks Inc. announced that enterprises worldwide had improved customer retention by utilizing its conversational AI bots. These bots help automate communication with buyers through Instagram Messaging, WhatsApp, and Facebook Messenger.

Components Covered:

  • Service
  • Solution

Deployment Modes Covered:

  • On-Premises
  • Cloud-Based
  • Hybrid

Channels Covered:

  • Email
  • Website
  • Social Media
  • Print

Applications Covered:

  • Customer Retention
  • Multichannel Communication
  • Document Management
  • Compliance Management
  • Other Applications

End Users Covered:

  • Banking, Financial Services, and Insurance (BFSI)
  • Healthcare
  • Telecom and IT
  • Retail and eCommerce
  • Government and Public Sector
  • Other End Users

Regions Covered:

  • North America
    • US
    • Canada
    • Mexico
  • Europe
    • Germany
    • UK
    • Italy
    • France
    • Spain
    • Rest of Europe
  • Asia Pacific
    • Japan
    • China
    • India
    • Australia
    • New Zealand
    • South Korea
    • Rest of Asia Pacific
  • South America
    • Argentina
    • Brazil
    • Chile
    • Rest of South America
  • Middle East & Africa
    • Saudi Arabia
    • UAE
    • Qatar
    • South Africa
    • Rest of Middle East & Africa

What our report offers:

  • Market share assessments for the regional and country-level segments
  • Strategic recommendations for the new entrants
  • Covers Market data for the years 2022, 2023, 2024, 2026, and 2030
  • Market Trends (Drivers, Constraints, Opportunities, Threats, Challenges, Investment Opportunities, and recommendations)
  • Strategic recommendations in key business segments based on the market estimations
  • Competitive landscaping mapping the key common trends
  • Company profiling with detailed strategies, financials, and recent developments
  • Supply chain trends mapping the latest technological advancements

Free Customization Offerings:

All the customers of this report will be entitled to receive one of the following free customization options:

  • Company Profiling
    • Comprehensive profiling of additional market players (up to 3)
    • SWOT Analysis of key players (up to 3)
  • Regional Segmentation
    • Market estimations, Forecasts and CAGR of any prominent country as per the client's interest (Note: Depends on feasibility check)
  • Competitive Benchmarking
    • Benchmarking of key players based on product portfolio, geographical presence, and strategic alliances

Table of Contents

1 Executive Summary

2 Preface

  • 2.1 Abstract
  • 2.2 Stake Holders
  • 2.3 Research Scope
  • 2.4 Research Methodology
    • 2.4.1 Data Mining
    • 2.4.2 Data Analysis
    • 2.4.3 Data Validation
    • 2.4.4 Research Approach
  • 2.5 Research Sources
    • 2.5.1 Primary Research Sources
    • 2.5.2 Secondary Research Sources
    • 2.5.3 Assumptions

3 Market Trend Analysis

  • 3.1 Introduction
  • 3.2 Drivers
  • 3.3 Restraints
  • 3.4 Opportunities
  • 3.5 Threats
  • 3.6 Application Analysis
  • 3.7 End User Analysis
  • 3.8 Emerging Markets
  • 3.9 Impact of Covid-19

4 Porters Five Force Analysis

  • 4.1 Bargaining power of suppliers
  • 4.2 Bargaining power of buyers
  • 4.3 Threat of substitutes
  • 4.4 Threat of new entrants
  • 4.5 Competitive rivalry

5 Global Customer Communication Management Market, By Component

  • 5.1 Introduction
  • 5.2 Service
    • 5.2.1 Consulting
    • 5.2.2 Integration and Implementation
    • 5.2.3 Training and Support
  • 5.3 Solution
    • 5.3.1 Multi-Channel Delivery
    • 5.3.2 Document Composition
    • 5.3.3 Interactive Customer Statements

6 Global Customer Communication Management Market, By Deployment Mode

  • 6.1 Introduction
  • 6.2 On-Premises
  • 6.3 Cloud-Based
  • 6.4 Hybrid

7 Global Customer Communication Management Market, By Channel

  • 7.1 Introduction
  • 7.2 Email
  • 7.3 Website
  • 7.4 Social Media
  • 7.5 Print

8 Global Customer Communication Management Market, By Application

  • 8.1 Introduction
  • 8.2 Customer Retention
  • 8.3 Multichannel Communication
  • 8.4 Document Management
  • 8.5 Compliance Management
  • 8.6 Other Applications

9 Global Customer Communication Management Market, By End User

  • 9.1 Introduction
  • 9.2 Banking, Financial Services, and Insurance (BFSI)
  • 9.3 Healthcare
  • 9.4 Telecom and IT
  • 9.5 Retail and eCommerce
  • 9.6 Government and Public Sector
  • 9.7 Other End Users

10 Global Customer Communication Management Market, By Geography

  • 10.1 Introduction
  • 10.2 North America
    • 10.2.1 US
    • 10.2.2 Canada
    • 10.2.3 Mexico
  • 10.3 Europe
    • 10.3.1 Germany
    • 10.3.2 UK
    • 10.3.3 Italy
    • 10.3.4 France
    • 10.3.5 Spain
    • 10.3.6 Rest of Europe
  • 10.4 Asia Pacific
    • 10.4.1 Japan
    • 10.4.2 China
    • 10.4.3 India
    • 10.4.4 Australia
    • 10.4.5 New Zealand
    • 10.4.6 South Korea
    • 10.4.7 Rest of Asia Pacific
  • 10.5 South America
    • 10.5.1 Argentina
    • 10.5.2 Brazil
    • 10.5.3 Chile
    • 10.5.4 Rest of South America
  • 10.6 Middle East & Africa
    • 10.6.1 Saudi Arabia
    • 10.6.2 UAE
    • 10.6.3 Qatar
    • 10.6.4 South Africa
    • 10.6.5 Rest of Middle East & Africa

11 Key Developments

  • 11.1 Agreements, Partnerships, Collaborations and Joint Ventures
  • 11.2 Acquisitions & Mergers
  • 11.3 New Product Launch
  • 11.4 Expansions
  • 11.5 Other Key Strategies

12 Company Profiling

  • 12.1 Vodafone Group Plc
  • 12.2 Intelledox
  • 12.3 Salesforce.com, Inc.
  • 12.4 Cognizant Technology Solutions
  • 12.5 Xerox Corporation
  • 12.6 SAP SE
  • 12.7 Kofax Inc.
  • 12.8 Zoho Corporation
  • 12.9 TransPromo Communications, Inc.
  • 12.10 Smart Communications
  • 12.11 Ecrion Software
  • 12.12 Fujifilm Holdings Corporation
  • 12.13 Thunderhead
  • 12.14 GMC Software
  • 12.15 Oracle Corporation
  • 12.16 Adobe Inc.
  • 12.17 Freshworks Inc.

List of Tables

  • Table 1 Global Customer Communication Management Market Outlook, By Region (2022-2030) ($MN)
  • Table 2 Global Customer Communication Management Market Outlook, By Component (2022-2030) ($MN)
  • Table 3 Global Customer Communication Management Market Outlook, By Service (2022-2030) ($MN)
  • Table 4 Global Customer Communication Management Market Outlook, By Consulting (2022-2030) ($MN)
  • Table 5 Global Customer Communication Management Market Outlook, By Integration and Implementation (2022-2030) ($MN)
  • Table 6 Global Customer Communication Management Market Outlook, By Training and Support (2022-2030) ($MN)
  • Table 7 Global Customer Communication Management Market Outlook, By Solution (2022-2030) ($MN)
  • Table 8 Global Customer Communication Management Market Outlook, By Multi-Channel Delivery (2022-2030) ($MN)
  • Table 9 Global Customer Communication Management Market Outlook, By Document Composition (2022-2030) ($MN)
  • Table 10 Global Customer Communication Management Market Outlook, By Interactive Customer Statements (2022-2030) ($MN)
  • Table 11 Global Customer Communication Management Market Outlook, By Deployment Mode (2022-2030) ($MN)
  • Table 12 Global Customer Communication Management Market Outlook, By On-Premises (2022-2030) ($MN)
  • Table 13 Global Customer Communication Management Market Outlook, By Cloud-Based (2022-2030) ($MN)
  • Table 14 Global Customer Communication Management Market Outlook, By Hybrid (2022-2030) ($MN)
  • Table 15 Global Customer Communication Management Market Outlook, By Channel (2022-2030) ($MN)
  • Table 16 Global Customer Communication Management Market Outlook, By Email (2022-2030) ($MN)
  • Table 17 Global Customer Communication Management Market Outlook, By Website (2022-2030) ($MN)
  • Table 18 Global Customer Communication Management Market Outlook, By Social Media (2022-2030) ($MN)
  • Table 19 Global Customer Communication Management Market Outlook, By Print (2022-2030) ($MN)
  • Table 20 Global Customer Communication Management Market Outlook, By Application (2022-2030) ($MN)
  • Table 21 Global Customer Communication Management Market Outlook, By Customer Retention (2022-2030) ($MN)
  • Table 22 Global Customer Communication Management Market Outlook, By Multichannel Communication (2022-2030) ($MN)
  • Table 23 Global Customer Communication Management Market Outlook, By Document Management (2022-2030) ($MN)
  • Table 24 Global Customer Communication Management Market Outlook, By Compliance Management (2022-2030) ($MN)
  • Table 25 Global Customer Communication Management Market Outlook, By Other Applications (2022-2030) ($MN)
  • Table 26 Global Customer Communication Management Market Outlook, By End User (2022-2030) ($MN)
  • Table 27 Global Customer Communication Management Market Outlook, By Banking, Financial Services, and Insurance (BFSI) (2022-2030) ($MN)
  • Table 28 Global Customer Communication Management Market Outlook, By Healthcare (2022-2030) ($MN)
  • Table 29 Global Customer Communication Management Market Outlook, By Telecom and IT (2022-2030) ($MN)
  • Table 30 Global Customer Communication Management Market Outlook, By Retail and eCommerce (2022-2030) ($MN)
  • Table 31 Global Customer Communication Management Market Outlook, By Government and Public Sector (2022-2030) ($MN)
  • Table 32 Global Customer Communication Management Market Outlook, By Other End Users (2022-2030) ($MN)

Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.