Customer communications management (CCM) is described as an advanced derivative of enterprise content management (ECM) technology. The customer communication management software is developed from the convergence of output management technologies and document composition & generation. A CCM software allows customer interactions through a wide range of communication channels such as email, mobile, web-pages, SMS, print and customer self-services. Customer communications management system automates and simplifies document-related business procedures in order to increase the business performance and efficiency.
The rising adoption of CCM solutions by enterprises in the U.S. is a chief driver of the CCM market. As the CCM software enables organizations to manage communications across all distribution channels more efficiently, they are able to connect with their clients easily and forge more profitable relationships with customers. At present, the CCM market is expanding at a high rate due to new technological developments in the field of customer relationship management across the industries. In addition, the market is gaining from the increasing emphasis on context-rich information, multifarious communication channels, and multi-channel output.
By the end of 2016, the U.S. customer communication management market was worth an estimated US$423.1 mn. Exhibiting a CAGR of 11% between 2017 and 2025, the market is forecast to reach US$1.06 bn by the end of 2025.
Considering the various kinds of solution currently available, the U.S. CCM market can be segmented into managed CCM services, software suite, and others constituting integration & maintenance and consulting. Of these, the dominant share of 46.9% of the market was held by software suite. In the coming years, the segment is likely to show moderate growth but losing some market share. Nevertheless, the software suite segment will continue leading the market through the course of the forecast period. The growing number of enterprises across the country and rising demand for cloud-based technologies are the key drivers for the segment.
Based on the enterprise size, the U.S. customer communication management market is bifurcated into into large enterprises and small & medium enterprise (SMEs). Of these, large enterprises emerged dominant in 2016. On the basis of deployment model, the U.S. CCM market is segmented into cloud and on-premise. Of these, the cloud-based segment led the market in 2016 and is expected to continue as the dominant segment through the forecast period. Proliferation of cloud-based technologies across the U.S. will support this segment’s expansion.
Furthermore, in terms of end-use industry, the market is classified into healthcare, BFSI, IT & telecom, e-commerce & retail, hospitality & travel, government & utilities and others such as education, entertainment and media. Among these industries, BFSI and healthcare segments are estimated to showcase increasing demand for customer communication management in the forecast period. However, over the course of the forecast period, the IT & Telecom segment is forecast to remain dominant. The rising proliferation of IT solutions across enterprises in the U.S., and the increasing demand for innovative communication technologies will fuel the uptake of customer communication management solutions across the U.S. IT sector. This will in turn give impetus to the customer communication management market in the U.S.
Some of the major players in U.S. CCM market are Adobe systems, Inc., Cincom Systems, Inc., Doxee S.p.A., Emc Corporation (Dell), HP enterprise, Newgen Software, OpenText Corp., Oracle Corporation, Pitney Bowes, Inc., and Xerox Corporation
Customer communications management (CCM) refers to a software that helps organizations from various industries in managing all their communications with customer from all across the globe. Earlier, the idea of customer communication was limited to only few options such as emails, archived digital documents, printed documents, and web pages. With the evolution of communication techniques, there is extensive advancement in customer communication techniques. In addition to conventional communication techniques, the customer communication management systems utilizes advanced tools such as in-app notifications, SMS/MMS, messages over common social media platforms, and responsive design mobile experiences.
With technological advancement in almost every industrial sector, the enterprises from across all sectors are growing focus toward achieving customer satisfaction. As a result, there is remarkable growth in need for automation of diverse customer engagement activities. This scenario has created promising sales opportunities for enterprises operating in the global customer communication management market.
Customer communications management system is gaining popularity across various companies as it helps in automating and thereby simplifying document-related business processes. As a result, this system is considered helpful in boosting the efficiency and performance of businesses. Owing to this factor, there is remarkable growth in adoption of customer communication management systems in all worldwide locations. This factor is fueling the demand opportunities in the global customer communication management market.
Customer communication management systems are increasingly used for various purposes including structured communications. Thus, growing utilization of these systems for sending bills, offers, and account statements to the customers is generating prominent expansion avenues for vendors working in the global customer communication management market.
Vendors in the customer communication management market are strategizing business moves to recuperate from the adverse impact of the recent COVID-19 pandemic on their businesses. Several players are seen taking initiatives to regain their regular activities while following all safety guidelines compelled by the regional government bodies.
The U.S. Customer Communication Management Market has been segmented as follows:
Market Segmentation:
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by Solution |
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by Enterprise Size |
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by Deployment |
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by End-use Industry |
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1. Preface
1.1. Market Definition and Scope
1.2. Market Segmentation
1.3. Key Research Objectives
1.4. Research Highlights
2. Assumptions and Research Methodology
3. Executive Summary : The U.S. Customer Communication Management (CCM) Market
4. Market Overview
4.1. Introduction
4.2. Market Dynamics
4.2.1. Drivers
4.2.2. Restraints
4.2.3. Opportunities
4.3. The U.S.CCM Market Analysis and Forecasts, 2015 - 2025
4.3.1. Market Revenue Projections (US$ Mn)
4.3.2. Revenue Model Analysis
4.4. Porter’s Five Forces Analysis
4.5. Market Outlook
5. The U.S. CCM Market Analysis and Forecast
5.1. Key Findings
5.2. Key Trends
5.3. CCM Market Size (US$ Mn) Forecast By Solution, 2015 - 2025
5.3.1. Software Suite
5.3.2. Managed CCM Services
5.3.3. Other Services (Consulting, Integration, and Maintenance)
5.4. CCM Market Size (US$ Mn) Forecast By Deployment, 2015 - 2025
5.4.1. On-premise
5.4.2. Cloud
5.5. CCM Market Size (US$ Mn) Forecast By Enterprise Size, 2015 - 2025
5.5.1. Large Enterprises
5.5.2. Small and Medium Enterprises (SMEs)
5.6. CCM Market Size (US$ Mn) Forecast By End-use Industry, 2015 - 2025
5.6.1. Healthcare
5.6.2. BFSI
5.6.3. IT and Telecom
5.6.4. E-commerce and Retail
5.6.5. Hospitality and Travel
5.6.6. Government and Utilities
5.6.7. Others (Education, Entertainment and Media)
5.7. Market Attractiveness Analysis
5.7.1. By Solution
5.7.2. By Deployment
5.7.3. By Enterprise Size
5.7.4. By End-use Industry
6. Competition Landscape
6.1. Market Player – Competition Matrix
6.2. Market Share Analysis By Company (2016)
6.3. Company Profiles
6.3.1. Adobe Systems, Inc.
6.3.1.1. Company Details (Headquarter, Foundation Year, & Employee Strength)
6.3.1.2. Company Description
6.3.1.3. SWOT Analysis
6.3.1.4. Annual Revenue
6.3.1.5. Strategic Overview
6.3.2. Cincom Systems, Inc.
6.3.2.1. Company Details (Headquarter, Foundation Year, & Employee Strength)
6.3.2.2. Company Description
6.3.2.3. SWOT Analysis
6.3.2.4. Annual Revenue
6.3.2.5. Strategic Overview
6.3.3. Doxee S.p.A.
6.3.3.1. Company Details (Headquarter, Foundation Year, & Employee Strength)
6.3.3.2. Company Description
6.3.3.3. SWOT Analysis
6.3.3.4. Annual Revenue
6.3.3.5. Strategic Overview
6.3.4. EMC Corporation (Dell)
6.3.4.1. Company Details (Headquarter, Foundation Year, & Employee Strength)
6.3.4.2. Company Description
6.3.4.3. SWOT Analysis
6.3.4.4. Annual Revenue
6.3.4.5. Strategic Overview
6.3.5. HP Enterprise
6.3.5.1. Company Details (Headquarter, Foundation Year, & Employee Strength)
6.3.5.2. Company Description
6.3.5.3. SWOT Analysis
6.3.5.4. Annual Revenue
6.3.5.5. Strategic Overview
6.3.6. Newgen Software
6.3.6.1. Company Details (Headquarter, Foundation Year, & Employee Strength)
6.3.6.2. Company Description
6.3.6.3. SWOT Analysis
6.3.6.4. Annual Revenue
6.3.6.5. Strategic Overview
6.3.7. OpenText Corp.
6.3.7.1. Company Details (Headquarter, Foundation Year, & Employee Strength)
6.3.7.2. Company Description
6.3.7.3. SWOT Analysis
6.3.7.4. Annual Revenue
6.3.7.5. Strategic Overview
6.3.8. Oracle Corporation
6.3.8.1. Company Details (Headquarter, Foundation Year, & Employee Strength)
6.3.8.2. Company Description
6.3.8.3. SWOT Analysis
6.3.8.4. Annual Revenue
6.3.8.5. Strategic Overview
6.3.9. Pitney Bowes, Inc.
6.3.9.1. Company Details (Headquarter, Foundation Year, & Employee Strength)
6.3.9.2. Company Description
6.3.9.3. SWOT Analysis
6.3.9.4. Annual Revenue
6.3.9.5. Strategic Overview
6.3.10. Xerox Corporation
6.3.10.1. Company Details (Headquarter, Foundation Year, & Employee Strength)
6.3.10.2. Company Description
6.3.10.3. SWOT Analysis
6.3.10.4. Annual Revenue
6.3.10.5. Strategic Overview
7. Key Takeaways
List of Tables
Table 01: The U.S. Customer Communication Management Market Size (US$ Mn) Forecast, By Solution, 2015 – 2025
Table 02: The U.S. Customer Communication Management Market Size (US$ Mn) Forecast, By Enterprise Size, 2015 – 2025
Table 03: The U.S. Customer Communication Management Market Size (US$ Mn) Forecast, By Deployment, 2015 – 2025
Table 04: The U.S. Customer Communication Management Market Size (US$ Mn) Forecast, By End-use Industry, 2015 – 2025
List of Figures
Figure 01: The U.S. Customer Communication Management Market Size (US$ Mn) Forecast, 2015 – 2025
Figure 02: The U.S. Customer Communication Management Market Y-o-Y Growth (Value %) Forecast, 2015 – 2025
Figure 03: The U.S. CCM Market Value Share, by End-user (%), 2017
Figure 04: The U.S. CCM Market Value Share (Revenue) By Solution (2017)
Figure 05: The U.S. CCM Market Value Share (Revenue) By Enterprise Size (2017)
Figure 06: The U.S. Customer Communication Management Market Value Share Analysis Solution, 2017 and 2025
Figure 07: The U.S. CCM Market Share Analysis, By Software Suite
Figure 08: The U.S. CCM Market Share Analysis, By Managed CCM Services
Figure 09: The U.S. CCM Market Share Analysis, By Others
Figure 10: The U.S. Customer Communication Management Market Attractiveness Analysis, By Solution
Figure 11: The U.S. Customer Communication Management Market Value Share Analysis, By Enterprise Size, 2017 and 2025
Figure 12: The U.S. CCM Market Share Analysis, By Large Enterprise
Figure 13: The U.S. CCM Market Share Analysis, By SMEs
Figure 14: The U.S. Customer Communication Management Market Attractiveness Analysis, By Enterprise Size
Figure 15: The U.S. Customer Communication Management Market Value Share Analysis, By Deployment, 2017 and 2025
Figure 16: The U.S. CCM Market Share Analysis, By Cloud-based
Figure 17: The U.S. CCM Market Share Analysis, By On-premise
Figure 18: The U.S. Customer Communication Management Market Attractiveness Analysis, By Deployment
Figure 19: The U.S. Customer Communication Management Market Value Share Analysis, By End-use Industry, 2017 and 2025
Figure 20: The U.S. CCM Market Share Analysis, By Healthcare
Figure 21: The U.S. CCM Market Share Analysis, By BFSI
Figure 22: The U.S. CCM Market Share Analysis, By IT & Telecom
Figure 23: The U.S. CCM Market Share Analysis, By E-commerce & Retail
Figure 24: The U.S. CCM Market Share Analysis, By Hospitality & Travel
Figure 25: The U.S. CCM Market Share Analysis, By Government & Utilities
Figure 26: The U.S. CCM Market Share Analysis, By Others
Figure 27: The U.S. Customer Communication Management Market Attractiveness Analysis, By End-use Industry
Figure 28: U.S. Customer Communication Management (CCM) Software Market Share Analysis (2016)
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U.S. Customer Communication Management (CCM) Market 2015 - 2025
