Customer Communications Management Market Size - By Component, Channel, Deployment Model, Organization Size, End-user & Forecast, 2024

Description

List of Tables

Customer Communications Management Market size is poised to expand at over 11% CAGR from 2024 to 2032 driven by the increasing demand for automated workflows. Lately, businesses across multiple industries are seeking customer communications management (CCM) solutions to streamline communication processes and reduce manual efforts by automating the creation, delivery, and tracking of customer communications. Automated workflows within these platforms ensure consistency, accuracy, and efficiency in managing diverse communication channels. With the growing emphasis on operational efficiency and quick response times, the adoption of CCM solutions with advanced automation capabilities is further increasing.

Moreover, the rapid innovations in CCM solutions, featuring advanced features and enhanced capabilities to attract businesses seeking cutting-edge communication tools will propel the market growth. For instance, in May 2023, Precisely introduced EngageOne RapidCX, the newest advancement in customer communications management, to improve and customize customer experiences, through data-driven communications.

The CCM industry is segmented into component, channel, deployment model, organization size, end-user, and region.

Based on component, the market value from the services segment is projected to gain significant traction between 2024 and 2032. CCM services encompassing consulting, implementation, training, and support, are playing a pivotal role in optimizing customer communication strategies. Many businesses are increasingly relying on service providers for the seamless integration of CCM solutions, personalized content creation, and efficient multichannel delivery. These services also ensure effective implementation, address unique business needs, and provide ongoing support for the CCM platforms.

In terms of end-user, the customer communications management market from the retail & e-commerce segment witnessed high demand in 2023 and may record substantial growth through 2032. This can be attributed to the increasing importance of effective customer communication for building relationships and driving brand loyalty. CCM solutions offer personalized and multichannel communication capabilities for optimizing customer interactions throughout the buyer's journey. Major retailers and e-commerce businesses are also leveraging CCM technology to deliver tailored promotions, transactional communications, and consistent branding across various touchpoints, boosting the segment growth.

Regionally, the Asia Pacific CCM industry is set to expand at a notable CAGR from 2024 to 2032 fueled by the dynamic business landscape and the increasing digital transformation initiatives across the region. Organizations in APAC are leveraging CCM solutions to streamline communication processes, deliver personalized content, and ensure regulatory compliance. Additionally, the diverse cultural and linguistic landscape of the region is amplifying the importance of personalized and multilingual communication, driving the adoption of solutions offering localization capabilities. Furthermore, the presence of booming e-commerce, banking, and telecommunications sectors will favor the regional market expansion.

Product Code: 7784

Chapter 1 Methodology & Scope

1.1 Market scope & definition
1.2 Base estimates & calculations
1.3 Forecast calculation
1.4 Data sources
- 1.4.1 Primary
- 1.4.2 Secondary
  - 1.4.2.1 Paid sources
  - 1.4.2.2 Public sources

Chapter 2 Executive Summary

2.1 Customer communications management (CCM) market 360 degree synopsis, 2018 - 2032
2.2 Business trends
- 2.2.1 Total Addressable Market (TAM), 2024 - 2032
2.3 Regional trends
2.4 Component trends
2.5 Channel trends
2.6 Deployment model trends
2.7 Organization size trends
2.8 End-user trends

Chapter 3 Customer Communications Management (CCM) Industry Insights

3.1 Industry ecosystem analysis
3.2 Suppliers landscape
- 3.2.1 Solution providers
- 3.2.2 Service providers
- 3.2.3 Technology providers
- 3.2.4 End-users
3.3 Profit margin
3.4 Technology & innovation landscape
3.5 Patent analysis
3.6 Key news and initiatives
- 3.6.1 Partnership/Collaboration
- 3.6.2 Merger/Acquisition
- 3.6.3 Investment
- 3.6.4 Product launch & innovation
3.7 Regulatory landscape
3.8 Impact forces
- 3.8.1 Growth drivers
  - 3.8.1.1 Increasing adoption of CCM solutions for customer engagement
  - 3.8.1.2 Rapid technological advancements in CCM solutions
  - 3.8.1.3 Integration of CCM technology with cloud to provide major business opportunities
  - 3.8.1.4 Increasing trend towards multichannel communications
- 3.8.2 Industry pitfalls & challenges
  - 3.8.2.1 Data privacy and security concerns
  - 3.8.2.2 Integration complexity within existing it infrastructure
3.9 Growth potential analysis
3.10 Porter's analysis
3.11 PESTEL analysis

Chapter 4 Competitive Landscape, 2023

4.1 Introduction
4.2 Company market share, 2023
4.3 Competitive analysis of major market players, 2023
- 4.3.1 OpenText Corporation
- 4.3.2 Quadient
- 4.3.3 Adobe Inc.
- 4.3.4 Xerox Corporation
- 4.3.5 Newgen Software Technologies Ltd.
- 4.3.6 Oracle Corporation
- 4.3.7 Cincom Systems
4.4 Competitive positioning matrix, 2023
4.5 Strategic outlook matrix, 2023

Chapter 5 Customer Communications Management (CCM) Market Estimates & Forecast, By Component (Revenue)

5.1 Key trends, by component
5.2 Solution
5.3 Services

Chapter 6 Customer Communications Management (CCM) Market Estimates & Forecast, By Channel (Revenue)

6.1 Key trends, by channel
6.2 Social Media
6.3 SMS
6.4 Email
6.5 Live Chat
6.6 Phone
6.7 Others

Chapter 7 Customer Communications Management (CCM) Market Estimates & Forecast, By Deployment Model (Revenue)

7.1 Key trends, by deployment model
7.2 On-premises
7.3 Cloud

Chapter 8 Customer Communications Management (CCM) Market Estimates & Forecast, By Organization Size (Revenue)

8.1 Key trends, by organization size
8.2 Large organization
8.3 SMEs

Chapter 9 Customer Communications Management (CCM) Market Estimates & Forecast, By End-user (Revenue)

9.1 Key trends, by end-user
9.2 BFSI
9.3 IT & telecom
9.4 Retail & E-commerce
9.5 Healthcare
9.6 Travel & Hospitality
9.7 Others

Chapter 10 Customer Communications Management (CCM) Market Estimates & Forecast, By Region (Revenue)

10.1 Key trends, by region
10.2 North America
- 10.2.1 U.S.
- 10.2.2 Canada
10.3 Europe
- 10.3.1 UK
- 10.3.2 Germany
- 10.3.3 France
- 10.3.4 Italy
- 10.3.5 Spain
- 10.3.6 Russia
10.4 Asia Pacific
- 10.4.1 China
- 10.4.2 India
- 10.4.3 Japan
- 10.4.4 South Korea
- 10.4.5 Southeast Asia
- 10.4.6 ANZ
10.5 Latin America
- 10.5.1 Brazil
- 10.5.2 Mexico
- 10.5.3 Argentina
10.6 MEA
- 10.6.1 UAE
- 10.6.2 Saudi Arabia
- 10.6.3 South Africa

Chapter 11 Company Profiles

11.1 Adobe Inc.
11.2 Cincom Systems
11.3 Crawford Technologies
11.4 Doxee S.p.A.
11.5 Doxim
11.6 Intense Technologies Ltd.
11.7 Isis Papyrus
11.8 Kofax Inc.
11.9 Messagepoint
11.10 Newgen Software Technologies Ltd.
11.11 OpenText Corporation
11.12 Oracle Corporation
11.13 Pitney Bowes Inc.
11.14 Quadient
11.15 Ricoh company
11.16 Sefas Innovation
11.17 Smart Communications, Inc.
11.18 Topdown Systems
11.19 Xerox Corporation
11.20 Zendesk