The Global Customer Communications Management market is expected to grow from USD 1.2 billion in 2020 to USD 2.86 billion by 2028, at a CAGR of 11.5% during the forecast period 2021-2028.
Customer communications management (CCM) is a technique that assists in the improvement of outgoing and interactive interactions. CCM software enhances outgoing and interactive communication generation, delivery, storage, and retrieval. CCM software enables businesses to create, customizing, structuring, and distributing material obtained from diverse sources like websites into electronic and physical contacts with its consumers. The technology also supports the delivery of targeted messaging across a variety of media such as email, mobile, SMS, social media sites, and print media. Data extraction, document creation, printer control, email marketing, SMS communication, data analysis, and portal technology are all components of CCM solutions. Organizations may use data extraction software to integrate data from numerous sources and analyze it to get insights about individual consumers. The findings aid the company in assessing its marketing mix and developing tailored promotional campaigns for customers. To simplify the generation of papers that can be printed or transmitted electronically, the document composition engine generates a print stream or XML data. CCM solutions contribute to establishing tailored and engaging interactions with consumers by automating the content generation and distribution processes. CCM systems also lower the overall expenses of document and correspondence production. As a result, CCM software is becoming increasingly popular among small and medium-sized businesses (SMEs). Furthermore, it assists the company in adhering to consumer privacy requirements.
The factors driving the market are the growing use of CCM solutions and services across industries such as IT and telecommunications, retail and eCommerce, healthcare, BFSI, travel and hospitality, government, utilities, and others. Along with this, quick CCM solutions improvement in maintaining customer engagement throughout omnichannel is also contributing factor in the market growth. The factors restraining the market growth are data synchronization and the complexity of consumer feedback touchpoints. Integrating the CCM technology with the cloud for providing new business options is expected to provide market growth opportunities.
This study delivers a comprehensive analysis of components, verticals, and regions. The component segment includes services and solutions. The solution segment held a significant market share, owing to the different organizations leveraging CCM solutions to deliver highly linked customized experiences to consumers across a variety of websites, shops, contact centers, mobile applications, social media, emails, virtual assistants, and other touchpoints. The verticals segment includes Healthcare, IT and Telecom, Retail & eCommerce, BFSI, Travel & Hospitality. The IT and Telecom segment holds the largest market share, owing to the high level of investment in CCM solutions by several IT companies, huge range of applicability in various domains, and contribution of CCM solutions in simplifying IT infrastructure by providing an integrated, comprehensive solution for batch automation and interactive communications generation.
The market has been divided into North America, Europe, Asia-Pacific, Middle East & Africa, and South America. Asia-Pacific holds the largest market share, owing to the increased digital penetration, rising per-user online consumption, CCM solution deployment, SME development, and sophisticated technologies such as AI, ML, and data analytics. China is expected to witness significant growth, owing to the rising demand for CCM solutions and developing various digital channels in industries. North America region is anticipated to grow and holds the largest share because of the high rate of technological advancement, and high adoption level in the region.
Some of the notable players in the market are Adobe, Papyrus Software, Oracle, AdventSys, Hyland, OpenText, Zendesk, Smart Communications, Newgen Software, Capgemini, Quadient, Topdown, Sefas, CEDAR CX Technologies, Messagepoint, Doxim, Napersoft, Ecrion, Doxee, Front, Bitrix24, Braze, HelpCrunch, Trengo, Podium and Pitney Bowes. In February 2021, Capgemini and OVHCloud signed a global alliance cooperation deal to meet public and private enterprises' cloud transition needs.
Global Customer Communications Management Market Analysis and Forecast, Component
Global Customer Communications Management Market Analysis and Forecast, Verticals
Global Customer Communications Management Market Analysis and Forecast, Region
Report Description:
1. Introduction
1.1. Objectives of the Study
1.2. Market Definition
1.3. Research Scope
1.4. Currency
1.5. Key Target Audience
2. Research Methodology and Assumptions
3. Executive Summary
4. Premium Insights
4.1. Porter’s Five Forces Analysis
4.2. Value Chain Analysis
4.3. Top Investment Pockets
4.3.1. Market Attractiveness Analysis By Component
4.3.2. Market Attractiveness Analysis By Verticals
4.3.3. Market Attractiveness Analysis By Region
4.4. Industry Trends
5. Market Dynamics
5.1. Market Evaluation
5.2. Drivers
5.2.1. Growing use of CCM solutions and services across industries
5.3. Restraints
5.3.1. Data synchronization
5.4. Opportunities
5.4.1. Integrating the CCM technology with the cloud
6. Global Customer Communications Management Market Analysis and Forecast, By Component
6.1. Segment Overview
6.2. Services
6.3. Solutions
7. Global Customer Communications Management Market Analysis and Forecast, By Verticals
7.1. Segment Overview
7.2. Healthcare
7.3. IT and Telecom
7.4. Retail & eCommerce
7.5. BFSI
7.6. Travel & Hospitality
8. Global Customer Communications Management Market Analysis and Forecast, By Regional Analysis
8.1. Segment Overview
8.2. North America
8.2.1. U.S.
8.2.2. Canada
8.2.3. Mexico
8.3. Europe
8.3.1. Germany
8.3.2. France
8.3.3. U.K.
8.3.4. Italy
8.3.5. Spain
8.4. Asia-Pacific
8.4.1. Japan
8.4.2. China
8.4.3. India
8.5. South America
8.5.1. Brazil
8.6. Middle East and Africa
8.6.1. UAE
8.6.2. South Africa
9. Global Customer Communications Management Market-Competitive Landscape
9.1. Overview
9.2. Market Share of Key Players in Global Customer Communications Management Market
9.2.1. Global Company Market Share
9.2.2. North America Company Market Share
9.2.3. Europe Company Market Share
9.2.4. APAC Company Market Share
9.3. Competitive Situations and Trends
9.3.1. Product Launches and Developments
9.3.2. Partnerships, Collaborations, and Agreements
9.3.3. Mergers & Acquisitions
9.3.4. Expansions
10. Company Profiles
10.1. Adobe
10.1.1. Business Overview
10.1.2. Company Snapshot
10.1.3. Company Market Share Analysis
10.1.4. Company Product Portfolio
10.1.5. Recent Developments
10.1.6. SWOT Analysis
10.2. Papyrus Software
10.2.1. Business Overview
10.2.2. Company Snapshot
10.2.3. Company Market Share Analysis
10.2.4. Company Product Portfolio
10.2.5. Recent Developments
10.2.6. SWOT Analysis
10.3. Oracle
10.3.1. Business Overview
10.3.2. Company Snapshot
10.3.3. Company Market Share Analysis
10.3.4. Company Product Portfolio
10.3.5. Recent Developments
10.3.6. SWOT Analysis
10.4. AdventSys
10.4.1. Business Overview
10.4.2. Company Snapshot
10.4.3. Company Market Share Analysis
10.4.4. Company Product Portfolio
10.4.5. Recent Developments
10.4.6. SWOT Analysis
10.5. Hyland
10.5.1. Business Overview
10.5.2. Company Snapshot
10.5.3. Company Market Share Analysis
10.5.4. Company Product Portfolio
10.5.5. Recent Developments
10.5.6. SWOT Analysis
10.6. OpenText
10.6.1. Business Overview
10.6.2. Company Snapshot
10.6.3. Company Market Share Analysis
10.6.4. Company Product Portfolio
10.6.5. Recent Developments
10.6.6. SWOT Analysis
10.7. Zendesk
10.7.1. Business Overview
10.7.2. Company Snapshot
10.7.3. Company Market Share Analysis
10.7.4. Company Product Portfolio
10.7.5. Recent Developments
10.7.6. SWOT Analysis
10.8. Smart Communications
10.8.1. Business Overview
10.8.2. Company Snapshot
10.8.3. Company Market Share Analysis
10.8.4. Company Product Portfolio
10.8.5. Recent Developments
10.8.6. SWOT Analysis
10.9. Newgen Software
10.9.1. Business Overview
10.9.2. Company Snapshot
10.9.3. Company Market Share Analysis
10.9.4. Company Product Portfolio
10.9.5. Recent Developments
10.9.6. SWOT Analysis
10.10. Capgemini
10.10.1. Business Overview
10.10.2. Company Snapshot
10.10.3. Company Market Share Analysis
10.10.4. Company Product Portfolio
10.10.5. Recent Developments
10.10.6. SWOT Analysis
10.11. Quadient
10.11.1. Business Overview
10.11.2. Company Snapshot
10.11.3. Company Market Share Analysis
10.11.4. Company Product Portfolio
10.11.5. Recent Developments
10.11.6. SWOT Analysis
10.12. Topdown
10.12.1. Business Overview
10.12.2. Company Snapshot
10.12.3. Company Market Share Analysis
10.12.4. Company Product Portfolio
10.12.5. Recent Developments
10.12.6. SWOT Analysis
10.13. Sefas
10.13.1. Business Overview
10.13.2. Company Snapshot
10.13.3. Company Market Share Analysis
10.13.4. Company Product Portfolio
10.13.5. Recent Developments
10.13.6. SWOT Analysis
10.14. CEDAR CX Technologies
10.14.1. Business Overview
10.14.2. Company Snapshot
10.14.3. Company Market Share Analysis
10.14.4. Company Product Portfolio
10.14.5. Recent Developments
10.14.6. SWOT Analysis
10.15. Messagepoint
10.15.1. Business Overview
10.15.2. Company Snapshot
10.15.3. Company Market Share Analysis
10.15.4. Company Product Portfolio
10.15.5. Recent Developments
10.15.6. SWOT Analysis
10.16. Doxim
10.16.1. Business Overview
10.16.2. Company Snapshot
10.16.3. Company Market Share Analysis
10.16.4. Company Product Portfolio
10.16.5. Recent Developments
10.16.6. SWOT Analysis
10.17. Napersoft
10.17.1. Business Overview
10.17.2. Company Snapshot
10.17.3. Company Market Share Analysis
10.17.4. Company Product Portfolio
10.17.5. Recent Developments
10.17.6. SWOT Analysis
10.18. Ecrion
10.18.1. Business Overview
10.18.2. Company Snapshot
10.18.3. Company Market Share Analysis
10.18.4. Company Product Portfolio
10.18.5. Recent Developments
10.18.6. SWOT Analysis
10.19. Doxee
10.19.1. Business Overview
10.19.2. Company Snapshot
10.19.3. Company Market Share Analysis
10.19.4. Company Product Portfolio
10.19.5. Recent Developments
10.19.6. SWOT Analysis
10.20. Front
10.20.1. Business Overview
10.20.2. Company Snapshot
10.20.3. Company Market Share Analysis
10.20.4. Company Product Portfolio
10.20.5. Recent Developments
10.20.6. SWOT Analysis
10.21. Bitrix24
10.21.1. Business Overview
10.21.2. Company Snapshot
10.21.3. Company Market Share Analysis
10.21.4. Company Product Portfolio
10.21.5. Recent Developments
10.21.6. SWOT Analysis
10.22. Braze
10.22.1. Business Overview
10.22.2. Company Snapshot
10.22.3. Company Market Share Analysis
10.22.4. Company Product Portfolio
10.22.5. Recent Developments
10.22.6. SWOT Analysis
10.23. HelpCrunch
10.23.1. Business Overview
10.23.2. Company Snapshot
10.23.3. Company Market Share Analysis
10.23.4. Company Product Portfolio
10.23.5. Recent Developments
10.23.6. SWOT Analysis
10.24. Trengo
10.24.1. Business Overview
10.24.2. Company Snapshot
10.24.3. Company Market Share Analysis
10.24.4. Company Product Portfolio
10.24.5. Recent Developments
10.24.6. SWOT Analysis
10.25. Podium
10.25.1. Business Overview
10.25.2. Company Snapshot
10.25.3. Company Market Share Analysis
10.25.4. Company Product Portfolio
10.25.5. Recent Developments
10.25.6. SWOT Analysis
10.26. Pitney Bowes
10.26.1. Business Overview
10.26.2. Company Snapshot
10.26.3. Company Market Share Analysis
10.26.4. Company Product Portfolio
10.26.5. Recent Developments
10.26.6. SWOT Analysis
List of Table
1. Global Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
2. Global Services, Customer Communications Management Market, By Region, 2018-2028 (USD Billion)
3. Global Solutions, Customer Communications Management Market, By Region, 2018-2028 (USD Billion)
4. Global Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
5. Global Healthcare, Customer Communications Management Market, By Region, 2018-2028 (USD Billion)
6. Global IT and Telecom, Customer Communications Management Market, By Region, 2018-2028 (USD Billion)
7. Global Retail & eCommerce, Customer Communications Management Market, By Region, 2018-2028 (USD Billion)
8. Global BFSI, Customer Communications Management Market, By Region, 2018-2028 (USD Billion)
9. Global Travel & Hospitality, Customer Communications Management Market, By Region, 2018-2028 (USD Billion)
10. North America Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
11. North America Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
12. U.S. Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
13. U.S. Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
14. Canada Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
15. Canada Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
16. Mexico Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
17. Mexico Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
18. Europe Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
19. Europe Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
20. Germany Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
21. Germany Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
22. France Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
23. France Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
24. U.K. Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
25. U.K. Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
26. Italy Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
27. Italy Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
28. Spain Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
29. Spain Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
30. Asia Pacific Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
31. Asia Pacific Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
32. Japan Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
33. Japan Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
34. China Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
35. China Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
36. India Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
37. India Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
38. South America Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
39. South America Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
40. Brazil Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
41. Brazil Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
42. Middle East and Africa Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
43. Middle East and Africa Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
44. UAE Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
45. UAE Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
46. South Africa Customer Communications Management Market, By Component, 2018-2028 (USD Billion)
47. South Africa Customer Communications Management Market, By Verticals, 2018-2028 (USD Billion)
List of Figures
1. Global Customer Communications Management Market Segmentation
2. Global Customer Communications Management Market: Research Methodology
3. Market Size Estimation Methodology: Bottom-Up Approach
4. Market Size Estimation Methodology: Top-Down Approach
5. Data Triangulation
6. Porter’s Five Forces Analysis
7. Value Chain Analysis
8. Global Customer Communications Management Market Attractiveness Analysis By Component
9. Global Customer Communications Management Market Attractiveness Analysis By Verticals
10. Global Customer Communications Management Market Attractiveness Analysis By Region
11. Global Customer Communications Management Market: Dynamics
12. Global Customer Communications Management Market Share by Component (2021 & 2028)
13. Global Customer Communications Management Market Share by Verticals (2021 & 2028)
14. Global Customer Communications Management Market Share by Regions (2021 & 2028)
15. Global Customer Communications Management Market Share by Company (2020)
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