The North America Customer Communications Management Market is expected to witness market growth of 10.2% CAGR during the forecast period (2021-2027).
Customer communications management (CCM) refers to a strategy that helps in enhancing outbound and interactive communications. It also helps in improving the delivery, creation, retrieval and storage of outbound & interactive communications. CCM software assists an enterprise to compose, format, personalize and deliver content collected from a wide range of sources like websites into electronic & physical communications between the company and its customers. This software also helps companies in target communications via a broad range of media like mobile, social media sites, SMS, email and print media.
The growing improvements in the functionalities of multi-channel marketing and customer experience management are significantly fuelling the growth of the CCM market. In addition, the rising utilization of analytics & mobility for customer communication management is expected to also spur the growth of the market. The CCM platform is utilized in the creation and multi-channel delivery of interactive, batch, and on-demand communications. It further assists companies to improve customer experience and contribute to the growth of the company in the highly competitive environment.
North America is estimated to procure a significant growth rate during the forecast period. It is due to the factors like increasing adoption rate of various latest technologies. In addition, aspects like growing usage of the latest technologies like machine learning & industrial automation and the growing digitalization across companies in this region are anticipated to fuel the growth of the regional market.
In addition, North America is emerging as the hub for numerous industrial verticals like IT & Telecom, healthcare and energy & utility industry. These industrial verticals have a huge customer base that is anticipated to open new lucrative opportunities for the CCM vendors in the market. Several enterprises in North America are utilizing various digital channels like social media, call centers, web portals, and mobile phones, to collect customers’ feedback. Hence, it is estimated to boost the regional market of CCM.
The US market dominated the North America Customer Communications Management Services Market by Country 2020, and is expected to continue to be a dominant market till 2027. The Canada market is experiencing a CAGR of 15.2% during (2021 - 2027). Additionally, The Mexico market is expected to witness a CAGR of 14.3% during (2021 - 2027).
Based on Component, the market is segmented into Solution and Services. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises. Based on Deployment Mode, the market is segmented into On-premise and Cloud. Based on End User, the market is segmented into IT & Telecom, Retail & eCommerce, BFSI, Healthcare, Energy & Utilities, Government & Defense and Others. Based on countries, the market is segmented into U.S., Mexico, Canada, and Rest of North America.
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include Adobe, Inc., Oracle Corporation, Capgemini SE, Newgen Software Technologies Limited, OpenText Corporation, Zendesk, Inc., Hyland Software, Inc., Quadient SA, PLDT, Inc. (Smart Communications, Inc.), and ISIS Papyrus Europe AG.
Scope of the Study
Market Segments covered in the Report:
By Component
By Organization Size
By Deployment Mode
By End User
By Country
Companies Profiled
Unique Offerings from the Publisher
Customer communications management (CCM) refers to a strategy that helps in enhancing outbound and interactive communications. It also helps in improving the delivery, creation, retrieval and storage of outbound & interactive communications. CCM software assists an enterprise to compose, format, personalize and deliver content collected from a wide range of sources like websites into electronic & physical communications between the company and its customers. This software also helps companies in target communications via a broad range of media like mobile, social media sites, SMS, email and print media.
The growing improvements in the functionalities of multi-channel marketing and customer experience management are significantly fuelling the growth of the CCM market. In addition, the rising utilization of analytics & mobility for customer communication management is expected to also spur the growth of the market. The CCM platform is utilized in the creation and multi-channel delivery of interactive, batch, and on-demand communications. It further assists companies to improve customer experience and contribute to the growth of the company in the highly competitive environment.
North America is estimated to procure a significant growth rate during the forecast period. It is due to the factors like increasing adoption rate of various latest technologies. In addition, aspects like growing usage of the latest technologies like machine learning & industrial automation and the growing digitalization across companies in this region are anticipated to fuel the growth of the regional market.
In addition, North America is emerging as the hub for numerous industrial verticals like IT & Telecom, healthcare and energy & utility industry. These industrial verticals have a huge customer base that is anticipated to open new lucrative opportunities for the CCM vendors in the market. Several enterprises in North America are utilizing various digital channels like social media, call centers, web portals, and mobile phones, to collect customers’ feedback. Hence, it is estimated to boost the regional market of CCM.
The US market dominated the North America Customer Communications Management Services Market by Country 2020, and is expected to continue to be a dominant market till 2027. The Canada market is experiencing a CAGR of 15.2% during (2021 - 2027). Additionally, The Mexico market is expected to witness a CAGR of 14.3% during (2021 - 2027).
Based on Component, the market is segmented into Solution and Services. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises. Based on Deployment Mode, the market is segmented into On-premise and Cloud. Based on End User, the market is segmented into IT & Telecom, Retail & eCommerce, BFSI, Healthcare, Energy & Utilities, Government & Defense and Others. Based on countries, the market is segmented into U.S., Mexico, Canada, and Rest of North America.
The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include Adobe, Inc., Oracle Corporation, Capgemini SE, Newgen Software Technologies Limited, OpenText Corporation, Zendesk, Inc., Hyland Software, Inc., Quadient SA, PLDT, Inc. (Smart Communications, Inc.), and ISIS Papyrus Europe AG.
Scope of the Study
Market Segments covered in the Report:
By Component
- Solution
- Services
By Organization Size
- Large Enterprises
- Small & Medium Enterprises
By Deployment Mode
- On-premise
- Cloud
By End User
- IT & Telecom
- Retail & eCommerce
- BFSI
- Healthcare
- Energy & Utilities
- Government & Defense
- Others
By Country
- US
- Canada
- Mexico
- Rest of North America
Companies Profiled
- Adobe, Inc.
- Oracle Corporation
- Capgemini SE
- Newgen Software Technologies Limited
- OpenText Corporation
- Zendesk, Inc.
- Hyland Software, Inc.
- Quadient SA
- PLDT, Inc. (Smart Communications, Inc.)
- ISIS Papyrus Europe AG
Unique Offerings from the Publisher
- Exhaustive coverage
- Highest number of market tables and figures
- Subscription based model available
- Guaranteed best price
- Assured post sales research support with 10% customization free
Table of Contents
Chapter 1. Market Scope & Methodology1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 North America Customer Communications Management Market, by Component
1.4.2 North America Customer Communications Management Market, by Organization Size
1.4.3 North America Customer Communications Management Market, by Deployment Mode
1.4.4 North America Customer Communications Management Market, by End User
1.4.5 North America Customer Communications Management Market, by Country
1.5 Methodology for the research
Chapter 2. Market Overview
2.1 Introduction
2.1.1 Overview
2.1.2 Market Composition and Scenario
2.2 Key Factors Impacting the Market
2.2.1 Market Drivers
2.2.2 Market Opportunities
2.2.3 Market Restraints
2.2.4 Market Challenges
Chapter 3. Competition Analysis - Global
3.1 Cardinal Matrix
3.2 Recent Industry Wide Strategic Developments
3.2.1 Partnerships, Collaborations and Agreements
3.2.2 Product Launches and Product Expansions
3.2.3 Acquisition and Mergers
3.3 Top Winning Strategies
3.3.1 Key Leading Strategies: Percentage Distribution (2017-2021)
3.3.2 Key Strategic Move: (Partnerships, Collaborations, and Agreements : 2018, Oct – 2021, Mar) Leading Players
Chapter 4. North America Customer Communications Management Market by Component
4.1 North America Customer Communications Management Solution Market by Country
4.2 North America Customer Communications Management Services Market by Country
Chapter 5. North America Customer Communications Management Market by Organization Size
5.1 North America Large Enterprises Customer Communications Management Market by Country
5.2 North America Small & Medium Enterprises Customer Communications Management Market by Country
Chapter 6. North America Customer Communications Management Market by Deployment Mode
6.1 North America On-premise Customer Communications Management Market by Country
6.2 North America Cloud Customer Communications Management Market by Country
Chapter 7. North America Customer Communications Management Market by End User
7.1 North America IT & Telecom Customer Communications Management Market by Country
7.2 North America Retail & eCommerce Customer Communications Management Market by Country
7.3 North America BFSI Customer Communications Management Market by Country
7.4 North America Healthcare Customer Communications Management Market by Country
7.5 North America Energy & Utilities Customer Communications Management Market by Country
7.6 North America Government & Defense Customer Communications Management Market by Country
7.7 North America Others Customer Communications Management Market by Country
Chapter 8. North America Customer Communications Management Market by Country
8.1 US Customer Communications Management Market
8.1.1 US Customer Communications Management Market by Component
8.1.2 US Customer Communications Management Market by Organization Size
8.1.3 US Customer Communications Management Market by Deployment Mode
8.1.4 US Customer Communications Management Market by End User
8.2 Canada Customer Communications Management Market
8.2.1 Canada Customer Communications Management Market by Component
8.2.2 Canada Customer Communications Management Market by Organization Size
8.2.3 Canada Customer Communications Management Market by Deployment Mode
8.2.4 Canada Customer Communications Management Market by End User
8.3 Mexico Customer Communications Management Market
8.3.1 Mexico Customer Communications Management Market by Component
8.3.2 Mexico Customer Communications Management Market by Organization Size
8.3.3 Mexico Customer Communications Management Market by Deployment Mode
8.3.4 Mexico Customer Communications Management Market by End User
8.4 Rest of North America Customer Communications Management Market
8.4.1 Rest of North America Customer Communications Management Market by Component
8.4.2 Rest of North America Customer Communications Management Market by Organization Size
8.4.3 Rest of North America Customer Communications Management Market by Deployment Mode
8.4.4 Rest of North America Customer Communications Management Market by End User
Chapter 9. Company Profiles
9.1 Adobe, Inc.
9.1.1 Company Overview
9.1.2 Financial Analysis
9.1.3 Segmental and Regional Analysis
9.1.4 Research & Development Expense
9.1.5 Recent strategies and developments:
9.1.5.1 Partnerships, Collaborations, and Agreements:
9.1.5.2 Product Launches and Product Expansions:
9.1.6 SWOT Analysis
9.2 Oracle Corporation
9.2.1 Company Overview
9.2.2 Financial Analysis
9.2.3 Segmental and Regional Analysis
9.2.4 Research & Development Expense
9.2.5 Recent strategies and developments:
9.2.5.1 Partnerships, Collaborations, and Agreements:
9.2.5.2 Product Launches and Product Expansions:
9.2.5.3 Acquisition and Mergers:
9.2.6 SWOT Analysis
9.3 Capgemini SE
9.3.1 Company Overview
9.3.2 Financial Analysis
9.3.3 Regional Analysis
9.3.4 Recent strategies and developments:
9.3.4.1 Partnerships, Collaborations, and Agreements:
9.4 Newgen Software Technologies Limited
9.4.1 Company Overview
9.4.2 Financial Analysis
9.4.3 Segmental and Regional Analysis
9.4.4 Research & Development Expense
9.4.5 Recent strategies and developments:
9.4.5.1 Partnerships, Collaborations, and Agreements:
9.4.5.2 Product Launches and Product Expansions:
9.5 OpenText Corporation
9.5.1 Company Overview
9.5.2 Financial Analysis
9.5.3 Regional Analysis
9.5.4 Research & Development Expense
9.5.5 Recent strategies and developments:
9.5.5.1 Acquisition and Mergers:
9.5.6 SWOT Analysis
9.6 Zendesk, Inc.
9.6.1 Company Overview
9.6.2 Financial Analysis
9.6.3 Regional Analysis
9.6.4 Research & Development Expense
9.6.5 Recent strategies and developments:
9.6.5.1 Partnerships, Collaborations, and Agreements:
9.6.5.2 Product Launches and Product Expansions:
9.6.5.3 Acquisition and Mergers:
9.7 Hyland Software, Inc.
9.7.1 Company Overview
9.7.2 Recent strategies and developments:
9.7.2.1 Product Launches and Product Expansions:
9.8 Quadient SA
9.8.1 Company Overview
9.8.2 Financial Analysis
9.8.3 Regional Analysis
9.8.4 Research & Development Expense
9.8.5 Recent strategies and developments:
9.8.5.1 Partnerships, Collaborations, and Agreements:
9.8.5.2 Product Launches and Product Expansions:
9.9 PLDT, Inc. (Smart Communications, Inc.)
9.9.1 Company Overview
9.9.2 Financial Analysis
9.9.3 Segmental Analysis
9.9.4 Recent strategies and developments:
9.9.4.1 Acquisition and Mergers:
9.10. ISIS Papyrus Europe AG
9.10.1 Company OverviewList of Tables
Table 1 North America Customer Communications Management Market, 2017 - 2020, USD Million
Table 2 North America Customer Communications Management Market, 2021 - 2027, USD Million
Table 3 Partnerships, Collaborations and Agreements- Customer Communications Management Market
Table 4 Product Launches And Product Expansions- Customer Communications Management Market
Table 5 Acquisition and Mergers- Customer Communications Management Market
Table 6 North America Customer Communications Management Market by Component, 2017 - 2020, USD Million
Table 7 North America Customer Communications Management Market by Component, 2021 - 2027, USD Million
Table 8 North America Customer Communications Management Solution Market by Country, 2017 - 2020, USD Million
Table 9 North America Customer Communications Management Solution Market by Country, 2021 - 2027, USD Million
Table 10 North America Customer Communications Management Services Market by Country, 2017 - 2020, USD Million
Table 11 North America Customer Communications Management Services Market by Country, 2021 - 2027, USD Million
Table 12 North America Customer Communications Management Market by Organization Size, 2017 - 2020, USD Million
Table 13 North America Customer Communications Management Market by Organization Size, 2021 - 2027, USD Million
Table 14 North America Large Enterprises Customer Communications Management Market by Country, 2017 - 2020, USD Million
Table 15 North America Large Enterprises Customer Communications Management Market by Country, 2021 - 2027, USD Million
Table 16 North America Small & Medium Enterprises Customer Communications Management Market by Country, 2017 - 2020, USD Million
Table 17 North America Small & Medium Enterprises Customer Communications Management Market by Country, 2021 - 2027, USD Million
Table 18 North America Customer Communications Management Market by Deployment Mode, 2017 - 2020, USD Million
Table 19 North America Customer Communications Management Market by Deployment Mode, 2021 - 2027, USD Million
Table 20 North America On-premise Customer Communications Management Market by Country, 2017 - 2020, USD Million
Table 21 North America On-premise Customer Communications Management Market by Country, 2021 - 2027, USD Million
Table 22 North America Cloud Customer Communications Management Market by Country, 2017 - 2020, USD Million
Table 23 North America Cloud Customer Communications Management Market by Country, 2021 - 2027, USD Million
Table 24 North America Customer Communications Management Market by End User, 2017 - 2020, USD Million
Table 25 North America Customer Communications Management Market by End User, 2021 - 2027, USD Million
Table 26 North America IT & Telecom Customer Communications Management Market by Country, 2017 - 2020, USD Million
Table 27 North America IT & Telecom Customer Communications Management Market by Country, 2021 - 2027, USD Million
Table 28 North America Retail & eCommerce Customer Communications Management Market by Country, 2017 - 2020, USD Million
Table 29 North America Retail & eCommerce Customer Communications Management Market by Country, 2021 - 2027, USD Million
Table 30 North America BFSI Customer Communications Management Market by Country, 2017 - 2020, USD Million
Table 31 North America BFSI Customer Communications Management Market by Country, 2021 - 2027, USD Million
Table 32 North America Healthcare Customer Communications Management Market by Country, 2017 - 2020, USD Million
Table 33 North America Healthcare Customer Communications Management Market by Country, 2021 - 2027, USD Million
Table 34 North America Energy & Utilities Customer Communications Management Market by Country, 2017 - 2020, USD Million
Table 35 North America Energy & Utilities Customer Communications Management Market by Country, 2021 - 2027, USD Million
Table 36 North America Government & Defense Customer Communications Management Market by Country, 2017 - 2020, USD Million
Table 37 North America Government & Defense Customer Communications Management Market by Country, 2021 - 2027, USD Million
Table 38 North America Others Customer Communications Management Market by Country, 2017 - 2020, USD Million
Table 39 North America Others Customer Communications Management Market by Country, 2021 - 2027, USD Million
Table 40 North America Customer Communications Management Market by Country, 2017 - 2020, USD Million
Table 41 North America Customer Communications Management Market by Country, 2021 - 2027, USD Million
Table 42 US Customer Communications Management Market, 2017 - 2020, USD Million
Table 43 US Customer Communications Management Market, 2021 - 2027, USD Million
Table 44 US Customer Communications Management Market by Component, 2017 - 2020, USD Million
Table 45 US Customer Communications Management Market by Component, 2021 - 2027, USD Million
Table 46 US Customer Communications Management Market by Organization Size, 2017 - 2020, USD Million
Table 47 US Customer Communications Management Market by Organization Size, 2021 - 2027, USD Million
Table 48 US Customer Communications Management Market by Deployment Mode, 2017 - 2020, USD Million
Table 49 US Customer Communications Management Market by Deployment Mode, 2021 - 2027, USD Million
Table 50 US Customer Communications Management Market by End User, 2017 - 2020, USD Million
Table 51 US Customer Communications Management Market by End User, 2021 - 2027, USD Million
Table 52 Canada Customer Communications Management Market, 2017 - 2020, USD Million
Table 53 Canada Customer Communications Management Market, 2021 - 2027, USD Million
Table 54 Canada Customer Communications Management Market by Component, 2017 - 2020, USD Million
Table 55 Canada Customer Communications Management Market by Component, 2021 - 2027, USD Million
Table 56 Canada Customer Communications Management Market by Organization Size, 2017 - 2020, USD Million
Table 57 Canada Customer Communications Management Market by Organization Size, 2021 - 2027, USD Million
Table 58 Canada Customer Communications Management Market by Deployment Mode, 2017 - 2020, USD Million
Table 59 Canada Customer Communications Management Market by Deployment Mode, 2021 - 2027, USD Million
Table 60 Canada Customer Communications Management Market by End User, 2017 - 2020, USD Million
Table 61 Canada Customer Communications Management Market by End User, 2021 - 2027, USD Million
Table 62 Mexico Customer Communications Management Market, 2017 - 2020, USD Million
Table 63 Mexico Customer Communications Management Market, 2021 - 2027, USD Million
Table 64 Mexico Customer Communications Management Market by Component, 2017 - 2020, USD Million
Table 65 Mexico Customer Communications Management Market by Component, 2021 - 2027, USD Million
Table 66 Mexico Customer Communications Management Market by Organization Size, 2017 - 2020, USD Million
Table 67 Mexico Customer Communications Management Market by Organization Size, 2021 - 2027, USD Million
Table 68 Mexico Customer Communications Management Market by Deployment Mode, 2017 - 2020, USD Million
Table 69 Mexico Customer Communications Management Market by Deployment Mode, 2021 - 2027, USD Million
Table 70 Mexico Customer Communications Management Market by End User, 2017 - 2020, USD Million
Table 71 Mexico Customer Communications Management Market by End User, 2021 - 2027, USD Million
Table 72 Rest of North America Customer Communications Management Market, 2017 - 2020, USD Million
Table 73 Rest of North America Customer Communications Management Market, 2021 - 2027, USD Million
Table 74 Rest of North America Customer Communications Management Market by Component, 2017 - 2020, USD Million
Table 75 Rest of North America Customer Communications Management Market by Component, 2021 - 2027, USD Million
Table 76 Rest of North America Customer Communications Management Market by Organization Size, 2017 - 2020, USD Million
Table 77 Rest of North America Customer Communications Management Market by Organization Size, 2021 - 2027, USD Million
Table 78 Rest of North America Customer Communications Management Market by Deployment Mode, 2017 - 2020, USD Million
Table 79 Rest of North America Customer Communications Management Market by Deployment Mode, 2021 - 2027, USD Million
Table 80 Rest of North America Customer Communications Management Market by End User, 2017 - 2020, USD Million
Table 81 Rest of North America Customer Communications Management Market by End User, 2021 - 2027, USD Million
Table 82 Key Information - Adobe, Inc.
Table 83 Key Information - Oracle Corporation
Table 84 Key Information - Capgemini SE
Table 85 key information - Newgen Software Technologies Limited
Table 86 Key Information - OpenText Corporation
Table 87 Key Information - Zendesk, Inc.
Table 88 Key Information - Hyland Software, Inc.
Table 89 key information - Quadient SA
Table 90 key information - PLDT, Inc.
Table 91 key information - ISIS Papyrus Europe AG
List of Figures
Fig 1 Methodology for the research
Fig 2 Cardinal Matrix
Fig 3 Key Leading Strategies: Percentage Distribution (2017-2021)
Fig 4 Key Strategic Move: (Partnerships, Collaborations, and Agreements : 2018, Oct - 2021, Mar) Leading Players
Fig 5 Recent strategies and developments: Adobe, Inc.
Fig 6 SWOT Analysis: Adobe, inc.
Fig 7 Recent strategies and developments: Oracle Corporation
Fig 8 SWOT analysis: Oracle Corporation
Fig 9 Recent strategies and developments: Newgen Software Technologies Limited
Fig 10 Swot analysis: OpenText Corporation
Fig 11 Recent strategies and developments: Zendesk, Inc.
Fig 12 Recent strategies and developments: Quadient SA
Companies Mentioned
- Adobe, Inc.
- Oracle Corporation
- Capgemini SE
- Newgen Software Technologies Limited
- OpenText Corporation
- Zendesk, Inc.
- Hyland Software, Inc.
- Quadient SA
- PLDT, Inc. (Smart Communications, Inc.)
- ISIS Papyrus Europe AG
Methodology
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