Customer Communication Management Software Market Research Report- Forecast till 2025
Market Highlights
Global Customer Communication Management Software Market is expected to register a CAGR of 11.2% during the review period, 2019–2025.
Customer communication management (CCM) is defined as a strategy that supports the improvement of outbound and interactive communications. The CCM software improves the creation, delivery, storage, and retrieval of outbound and interactive communications.
Major factors driving the growth of the market are the need for communication tools that enhance customer experience through context-based communication, depending on customer requirements. However, the lack of awareness about customer communication management software offerings, and company policies around security issues of such integrated platforms are hindering the market growth.
The Global Customer Communication Management Software Market is dominated by a few major players; however, new players are expected to enter the market due to new revenue opportunities in regions such as the Asia-Pacific, the Middle East and Africa, and South America. The entry of new players is expected to increase the competition in the market.
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Segmentation:
Global Customer Communication Management Software Market has been segmented based on component, deployment mode, organization size, vertical, and region.
Based on the component, the market has been segmented into solution and service. The service segment has been further segmented into professional services and managed services. The solution segment is expected to have the largest market share and the highest CAGR during the forecast period. Solutions such as data extraction, document composition, printer management, email marketing, SMS communication, data analysis, and others are being adopted at a rapid pace. This is driving the growth of the solution segment during the forecast period.
By organization size, the market has been segmented into large enterprises and small and medium enterprises. The large enterprises segment is expected to account for the largest market share, whereas the small and medium enterprises segment is expected to register the highest CAGR. Small and medium businesses are offering products that are more tailored towards the customer’s needs, and hence, are rapidly adopting customer communication management software to offer more customer-centric products and services.
By deployment mode, the market has been segmented into cloud-based and on-premise. The cloud segment is expected to have the largest market share and CAGR during the forecast period. Cloud deployed solutions are being adopted due to the lower cost of deployment and ownership. Also, the scalability of cloud infrastructure allows customers to scale up or down depending upon business requirements.
By vertical, the market has been segmented into BFSI, IT & telecom, healthcare, media & entertainment, travel & hospitality, and others. The IT & Telecom segment is expected to have the largest market share, whereas the BFSI segment is expected to have the highest CAGR. The verticals of BFSI, media & entertainment, and healthcare are focusing on offering customized and personalized experiences to customers to gain a competitive edge in the market.
Regional Analysis
Geographically, the Global Customer Communication Management Software Market has been categorized as North America, Europe, the Asia-Pacific, the Middle East & Africa, and South America.
North America is expected to dominate the market with the largest share during the forecast period owing to the presence of key market players such as Adobe, OpenText, and others. The Asia-Pacific is expected to advance at the highest CAGR during the forecast period due to the growing utilization of technologies, for instance, mobility for customer relationship management and social media in the region.
Key Players
Some of the dominant players ruling the worldwide white box server market include Wistron Corporation (Taiwan), Quanta Computer Inc. (Taiwan), Hon Hai Precision Industry Company Ltd. (Taiwan), Inventec Corporation (Taiwan), Compal Electronics (Taiwan), Celestica Inc. (Canada), MiTAC Holdings Corp. (Taiwan), Penguin Computing (U.S.), Hyve Solutions (U.S.), Stack Velocity Group (U.S.), Servers Direct (U.S.), Silicon Mechanics (U.S.), ZT Systems (U.S.), and Super Micro Computer Inc. (U.S.), among others.
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Global Customer Communication Management Software Market Research Report: By Component (Solution and Services [Professional, Managed]), Deployment (Cloud-Based and On-Premise), Organization Size (Large Enterprises and Small and Medium Enterprises), Vertical (BFSI, IT & Telecom, Hospitality & Travel, Media and Entertainment, Healthcare, Others), Region (North America, Europe, Asia Pacific, Middle East and Africa and South America) - Forecast till 2025
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