Customer Communication Management (CCM) Market Size, Market Share, Application Analysis, Regional Outlook, Growth Trends, Key Players, Competitive Strategies and Forecasts, 2020 To 2028

Customer communication management (CCM) encompasses numerous software suite and managed customer engagement services which enable organizations to achieve certain level of automation in online customer interaction. With the use of CCM software, organizations can design and create rule-based content delivery packages which would ensure prompt and appropriate response to the customer with minimal human intervention. The CCM software have proved immensely helpful in various structured communications such as sending bills, offers, account statements and other periodic delivery of content automatically. Furthermore, CCM software is widely used in various on-demand communication wherein the software delivers content as per certain pre-defined rules set by the organization. One of the key factors leading to the success of CCM software is its multi-channel approach. The software enables organizations to simultaneously reach out to individual customers through a wide array of communication channels such as email, SMS and social media, among others. Thereby, the use of CCM software ensures effective and timely delivery of appropriate content to customers resulting into enhanced customer satisfaction.

One of the major factors driving the growth in the CCM market is the increasing need to keep customers engaged through communication over various channels. Organizations need to constantly deliver relevant documents and promotional offers to their customers in order to maintain a healthy customer relationship. CCM software enables organizations to achieve this effectively while limiting human labor costs. Another factor driving the adoption of CCM software includes technological advancements in natural language processing. Organizations have been keenly working towards generating personalized content for customers based on their inputs or queries received though emails or web portals. CCM software plays a critical role in assessing and comprehending various input files from customers and generating appropriate output.

The report titled “Global Customer Communication Management (CCM) Market- Growth, Future Prospects and Competitive Analysis, 2020 - 2028” offers strategic insights into the global CCM market along with the market size and estimates for the duration 2018 to 2028. The said research study covers in-depth analysis of multiple market segments based on solution type, deployment type, end-use industry and cross-sectional study across different geographies and sub-geographies. The study covers the comparative analysis of different segments for the years 2019 & 2028. The report also provides a prolific view on market dynamics such as market drivers, restraints and opportunities. In addition, the report provides competitive landscape of various vendors in the CCM space.

In order to help strategic decision makers, the report also includes competitive profiling of the leading providers in the CCM industry, market positioning and key developments. Some of the major players profiled in the report are GMC Software AG, OpenText Corp., SmartComms SC, Limited, XMPie (Xerox Corporation), HP Exstream (Hewlett-Packard Development Company, L.P.), EMC Corporation, Pitney Bowes, Inc., Oracle Corporation, Ecrion, Inc., Adobe Systems Incorporated, Zoho Corporation, Striata, ISIS Papyrus Europe AG, Fidelity National Information Services, Inc. (FIS), Cincom Systems, Inc., Kofax, Inc., Newgen Software, Inc., Doxee S.p.A. and Intense Technologies Limited.

Other in-depth analysis provided in the report includes:

• Current and future market trends to justify the forthcoming attractive markets within the customer communication management industry
• Market fuelers, market impediments, and their impact on the market growth
• In-depth competitive environment analysis
• Trailing 2-Year market size data (2018 - 2019)

Overall, the research study provides a holistic view of the global customer communication management market, offering market size and estimates for the period from 2020 to 2028, keeping in mind the above-mentioned factors.

The global customer communication management (CCM) market is segmented, based on solution, into following categories

• CCM Software Suite
• Managed CCM Services

In 2019, the CCM software suite segment held the largest share in the overall customer communication management (CCM) market in terms of revenue. The use of licensed CCM software enables organizations to effectively design and implement their customer engagement strategy. Moreover, organizations can rapidly develop rules and responses to ensure appropriate customer response in minimal type. CCM software suites are often opted by large enterprises which heavily rely on strong customer engagement programs. Organizations from industries such as IT, telecom, BFSI, E-commerce and retail are some of the largest users of CCM software suites. In addition, these organizations maintain an in-house team which make use of such software to ensure timely customer content delivery.

Increasing demand for continuously content delivery over a wide array of media has compelled large number of small and medium enterprises (SMEs) to adopt customer communication management solutions. However, on account of high procurement and implementation costs associated with CCM software suites, such companies have not been able to reap the benefits of CCM completely. With the introduction of managed CCM services, such SMEs have been able to deploy CCM solutions at an affordable cost. Such companies strategize and implement CCM programs with their CCM service providers in order to ensure effective content delivery without the requirement to maintain an in-house team of experts.

The global customer communication management (CCM) market has been segmented, on the basis of geographical regions, as per following regions and countries:

• North America
• U.S.
• Rest of North America
• Europe
• U.K.
• Germany
• France
• Rest of Europe
• Asia Pacific
• China
• Japan
• India
• Rest of Asia Pacific
• Rest of the World (RoW)
• Middle East and Africa (MEA)
• Latin America

In 2019, North America dominated the overall customer communication management (CCM) market in terms of revenue. The segment contributed to more than one third of the overall market across the world. Factors such as higher degree of sophistication among customers and higher labor costs have resulted in greater adoption of CCM solutions. With continued need for effective customer engagement, the market in this region is expected to witness steady growth during the forecast period from 2020 to 2028.

Asia Pacific and Europe followed North America in the overall CCM market in terms of revenue. High concentration of various IT, telecom, and banking institutions in the Asia Pacific region have resulted into immense growth opportunities for CCM providers in the region. With rising customer sophistication and consumer base of banking and telecom organizations, the Asia Pacific region is expected to witness the fastest growth during the forecast period.


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