Global Customer Communication Management Market is segmented By Solution (Software Solutions, CCM based Services, Others), By Deployment (On-Site, Cloud-Based), By End-User Industry (BFSI, IT and Telecom, Healthcare, Retail, Government, Others), and By Region (North America, Latin America, Europe, Asia Pacific, Middle East, and Africa) – Share, Size, Outlook, and Opportunity Analysis, 2024-2031
Customer Communication Management Market Overview
Global Customer Communication Management Market is expected to grow at a CAGR of 11.2% during the forecast period 2024-2031
Customer Communications Management (CCM) is a software to enable companies to manage customer communications across a wide range of media including printed documents, email, web pages, and text messages. It entails an automated process that involves not only the delivery of communication but also the segmentation of messages according to different customer profiles and contexts.
The report covers all the major trends and drivers playing a vital role in the growth of the global CCM market. The global CCM market has been segmented based on Solution, Deployment, End-user Industry, and Region.
Customer Communication Management Market Scope
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Metrics |
Details |
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Market CAGR |
11.2% |
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Segments Covered |
By Solution, By Deployment, By End-User Industry, and By Region |
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Report Insights Covered |
Competitive Landscape Analysis, Company Profile Analysis, Market Size, Share, Growth, Demand, Recent Developments, Mergers and acquisitions, New Product Launches, Growth Strategies, Revenue Analysis, and Other vital insights. |
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Fastest Growing Region |
Asia Pacific |
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Largest Market Share |
North America |
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Customer Communication Management Market Dynamics
Customer Communications Management is software that allows organizations to centralize communications with customers across a diverse range of channels, both analog and digital. It includes printed documents, emails, PDF attachments, interactive documents, SMS text messages, and more. Advanced Natural Language Processing (NLP) and Artificial Intelligence (AI) have made the CCM much more advanced than earlier and are solving business problems by providing better services by being available 24*7, and also by giving quick solutions to the customers. Moreover, businesses are adopting it quickly to enhance customer experience and engage a large number of customers cost-effectively.
Moreover, increased IT services in regions like APAC have also fostered growth in the global CCM market. For instance, In 2015, IT services spending reached 90.6 billion U.S. dollars in the Asia Pacific.
Customer Communication Management Market Segmentation Analysis
By End-User Industry, the global CCM market is segmented into IT and Telecom, BFSI, Healthcare, Retail, Government, and Others. In 2018, the BFSI sector accounted for the majority share of the market. This is mainly due to the capitalization of market opportunities over different geographies and the requirement for cross-selling and up-selling the products. The BFSI sector is gaining an advantage by outsourcing the service, as it helps reduce operating costs and maximize customer service so that the companies in this sector can concentrate on their core business.
By deployment, the global CCM market is segmented into On-premise and cloud. In 2018, the On-premise deployment segment accounted for the largest market share in the global market. On-premises deployment is widely used in verticals like BFSI, and government and defense; mainly to secure sensitive data, financial records, accounting information, and money transfers. On-Premise deployment is a traditional approach to implementing CCM solutions across enterprises. Organizations, where user credentials are critical for business operations, would prefer the on-premises deployment, as it provides them with the flexibility to control their IT systems. However, the cloud deployment segment is expected to grow at an exponential rate, mainly due to the rising adoption of cloud-based solutions.
Customer Communication Management Market Geographical Share
By geography, the global Customer Communication Management Market is segmented into North America, Asia-Pacific (APAC), Europe, South America, and the Middle East and Africa (MEA).
In 2018, the NorthAmerica region is dominating the Customer Communication Management market followed by Europe, APAC, and other regions. North America is expected to continue to dominate the global market owing to the existence of several market key players such as Adobe, OpenText, and others in these particular regions. Furthermore, the growing utilization of technologies, for instance, mobility for customer relationship management and social media, is developing the market prospects in these regions.
Asia Pacific is also gradually adopting CCM software technologies due to the entrance of established key players thus driving the growth of the customer communication management market. With the rising economies, a greater number of mid and small-sized enterprises are growing which are investing in CCM as it will enable the companies to engage a large number of customers.
Customer Communication Management Market Key players
Key players in the market are OpenText Corp., Doxee S.p.A. GMC Software AG, Adobe Systems Incorporated, SmartComms SC, Limited, Newgen Software, Inc., Oracle Corporation, Inc., Zoho Corporation, Ecrion, Inc., and Striata, among others.
Major players with prominent shares in the market are focusing on expanding their customer base across foreign countries. These companies are leveraging strategic collaborative initiatives to increase their market shares and profitability.
