The customer communications management market size is projected to record a CAGR of 10.2% during the forecast period. The customer communications management market is projected to be valued at US$ 1,542.7 million in 2023 and is anticipated to reach US$ 4,086.9 million by 2033.
Customer communications management (CCM) enables businesses to communicate with customers effectively across various channels, including:
CCM software is getting upgraded due to Artificial Intelligence (AI) and Advanced Natural Language Processing (NLP). The customer communication management software market is anticipated to grow as a multi-channel market. Customer experience management becomes advanced and the usage of mobility and analytics for customer communication management increases.
| Attribute | Details |
|---|---|
| Customer Communications Management Market CAGR (2023 to 2033) | 10.2% |
| Customer Communications Management Industry CAGR (2018 to 2022) | 8.1% |
| Customer Communications Management Industry Value (2022) | US$ 1,420.5 million |
| Customer Communications Management Market Value (2023) | US$ 1,542.7 million |
| Customer Communications Management Industry Value (2033) | US$ 4,086.9 million |
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The increasing demand for customer communication management systems is one of the primary factors driving the customer communication management market. To maintain a strong customer connection, businesses must give necessary documentation and promotional offers to customers regularly. As a result, the sales of customer communication management systems are anticipated to grow significantly during the forecast period.
The global demand for customer communication management systems is predicted to grow as customers in this technology-driven world want to communicate with businesses via their preferred channels, such as:
Companies are encouraging client interactions across these many channels to stay competitive, which is further boosting the sales of customer communication management systems.
The demand for customer communication management systems is constantly growing, allowing software applications to be deployed without the hassle and expense of managing and obtaining the underlying software and hardware layers.
SMEs are emphasizing improved client interactions to add value to their goods, which, in turn, is propelling the sales of customer communication management systems.
The demand for customer communication management systems is projected to rise as it utilizes cloud-based environments to serve both large and small businesses. As a result, businesses are expected to migrate to a cloud environment to increase communication system flexibility. This is a key factor propelling the sales of customer communication management systems and the overall customer communication management market.
The demand for a customer communication management system offering a seamless CX may get hampered by the fact that these many channels remain in silos, preventing an organization from providing an Omni channel experience to customers.
Customers can choose between several channels without having to worry about losing knowledge or having to repeat what they already know. Over the course of the forecast period, several organizations migrating to Omni channels are expected to be multifold. As a result, the sales of customer communication management system is projected to rise throughout the forecast period.
From 2018 to 2022, the market expanded at a CAGR of 8.1%. In 2018, the market reached US$ 1,038.3 million, and in 2022, the market witnessed a revenue generation of US$ 1,420.5 million.
The demand for customer communication management systems is growing significantly. It is due to almost all financial institutions and other sectors have invested in customer communications management (CCM) systems in the last ten years to better manage their client contacts.
Organizations are finding it challenging to manage many digital clients and create a real multi-channel customer journey with old CCM platforms as new communication channels emerge. This factor is projected to affect the sales of customer communication management systems during the forecast period.
Organizations require a CCM capability that can do more than just get work done fast. It must be able to adapt, scale, and evolve quickly to meet the demands of the digital customer.
The demand for customer communication management systems spiked as organizations want communications that are consistent across numerous channels from a single source, as well as content that adjusts to the context of the customer.
In the estimated period, the market is predicted to register CAGR of 10.2%. In 2023, the market gained revenue of US$ 1,542.7 million and by 2033, the market is forecasted to attain US$ 4,086.9 million.
Principal Consultant
The BFSI sector accounted for the majority of the customer communication management market share in 2022. The BFSI segment is anticipated to dominate the customer communication management market during the forecast period. This is mostly due to the need to capitalize on market opportunities across many geographies.
Outsourcing service benefits the BFSI sector since it lowers operational costs and improves customer service, allowing enterprises in this area to focus on their primary business.
| Segment | On-premise |
|---|---|
| Market Share (2022) | 63.2% |
In 2022, the on-premise deployment segment held a significant share of the customer communication management market. This segment expanded at a CAGR of 9.2%. The value share accumulated by the segment was 63.2% in 2022.
On-premises deployment is frequently utilized in industries such as banking, finance, and insurance, as well as government and defense, to secure
The typical method of deploying CCM solutions across businesses is on-premise deployment. This deployment mode is opted for by enterprises whose user credentials are critical for business operations. This is because it gives them much control over their IT systems.
The cloud deployment segment is predicted to increase at an exponential rate during the forecast period due to the increasing acceptance of cloud-based solutions.
| Regions/ Countries | Value Share (2022) |
|---|---|
| North America | 26.5% |
| Europe | 23.4% |
| The United States | 18.2% |
| Germany | 7.3% |
| Japan | 5.1% |
| Australia | 2.4% |
North America is likely to hold a significant share of the global customer communication management market with a CAGR of 9.8%. It is due to different prominent businesses in the industry like Open Text Corporation, Adobe, and others in the region.
The customer communication management market opportunity is growing due to the increased usage of technologies like social media and mobility for customer relationship management in these countries.
| Countries | CAGR (2023 to 2033) |
|---|---|
| China | 9.8% |
| India | 11.2% |
| The United Kingdom | 9.1% |
Customer communication management projects are becoming increasingly popular in Asia Pacific countries. China, Japan, India, and the rest of Asia Pacific are the sub-segments of the CCM market in Asia Pacific. These countries are key contributors to the region's customer communication management market expansion.
Organizations have increased their offers in the customer communication management market as internet penetration and per-user online consumption have increased. To compete in the market and seize additional chances, SMEs in the region have boosted their investment in new technologies. These technologies include AI, machine learning, and data analytics. For these companies, implementing CCM solutions has become feasible.
Organizations in the region's industrialized economies, such as Japan, Australia, New Zealand, and Singapore, have embraced cloud computing on a big scale. As cloud technology is employed as a data store for subsequent analysis, the customer communication management market is likely to increase as a result of its growing popularity.
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Key players in the customer communication management market are concentrating their efforts on growing their consumer base in new countries. To improve their market share and profitability, these companies are relying on strategic collaborative initiatives.
Recent Developments in the Customer Communications Management Market:
The market will expand at a 10.2% CAGR from 2023 to 2033.
The market in 2023 totals US$ 1,542.7 million.
The segment held a market share of 63.2% in 2022.
By 2033, the market will reach US$ 4,086.9 million.
Adobe, Oracle, and Capgemini are some key players.
1. Executive Summary
1.1. Global Market Outlook
1.2. Demand-side Trends
1.3. Supply-side Trends
1.4. Technology Roadmap Analysis
1.5. Analysis and Recommendations
2. Market Overview
2.1. Market Coverage / Taxonomy
2.2. Market Definition / Scope / Limitations
3. Market Background
3.1. Market Dynamics
3.1.1. Drivers
3.1.2. Restraints
3.1.3. Opportunity
3.1.4. Trends
3.2. Scenario Forecast
3.2.1. Demand in Optimistic Scenario
3.2.2. Demand in Likely Scenario
3.2.3. Demand in Conservative Scenario
3.3. Opportunity Map Analysis
3.4. Investment Feasibility Matrix
3.5. PESTLE and Porter’s Analysis
3.6. Regulatory Landscape
3.6.1. By Key Regions
3.6.2. By Key Countries
3.7. Regional Parent Market Outlook
4. Global Market Analysis 2018 to 2022 and Forecast, 2023 to 2033
4.1. Historical Market Size Value (US$ Million) Analysis, 2018 to 2022
4.2. Current and Future Market Size Value (US$ Million) Projections, 2023 to 2033
4.2.1. Y-o-Y Growth Trend Analysis
4.2.2. Absolute $ Opportunity Analysis
5. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Component
5.1. Introduction / Key Findings
5.2. Historical Market Size Value (US$ Million) Analysis By Component, 2018 to 2022
5.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Component, 2023 to 2033
5.3.1. Solutions
5.3.2. Services
5.4. Y-o-Y Growth Trend Analysis By Component, 2018 to 2022
5.5. Absolute $ Opportunity Analysis By Component, 2023 to 2033
6. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Deployment Mode
6.1. Introduction / Key Findings
6.2. Historical Market Size Value (US$ Million) Analysis By Deployment Mode, 2018 to 2022
6.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Deployment Mode, 2023 to 2033
6.3.1. On-premises
6.3.2. Cloud
6.4. Y-o-Y Growth Trend Analysis By Deployment Mode, 2018 to 2022
6.5. Absolute $ Opportunity Analysis By Deployment Mode, 2023 to 2033
7. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Organization Size
7.1. Introduction / Key Findings
7.2. Historical Market Size Value (US$ Million) Analysis By Organization Size, 2018 to 2022
7.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Organization Size, 2023 to 2033
7.3.1. Large Enterprises
7.3.2. SMEs
7.4. Y-o-Y Growth Trend Analysis By Organization Size, 2018 to 2022
7.5. Absolute $ Opportunity Analysis By Organization Size, 2023 to 2033
8. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Verticals
8.1. Introduction / Key Findings
8.2. Historical Market Size Value (US$ Million) Analysis By Verticals, 2018 to 2022
8.3. Current and Future Market Size Value (US$ Million) Analysis and Forecast By Verticals, 2023 to 2033
8.3.1. IT and Telecom
8.3.2. Retail and eCommerce
8.3.3. BFSI
8.3.4. Healthcare
8.3.5. Travel and Hospitality
8.3.6. Government
8.3.7. Utilities
8.3.8. Others
8.4. Y-o-Y Growth Trend Analysis By Verticals, 2018 to 2022
8.5. Absolute $ Opportunity Analysis By Verticals, 2023 to 2033
9. Global Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Region
9.1. Introduction
9.2. Historical Market Size Value (US$ Million) Analysis By Region, 2018 to 2022
9.3. Current Market Size Value (US$ Million) Analysis and Forecast By Region, 2023 to 2033
9.3.1. North America
9.3.2. Latin America
9.3.3. Europe
9.3.4. South Asia
9.3.5. East Asia
9.3.6. Oceania
9.3.7. MEA
9.4. Market Attractiveness Analysis By Region
10. North America Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
10.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
10.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
10.2.1. By Country
10.2.1.1. The USA
10.2.1.2. Canada
10.2.2. By Component
10.2.3. By Deployment Mode
10.2.4. By Organization Size
10.2.5. By Verticals
10.3. Market Attractiveness Analysis
10.3.1. By Country
10.3.2. By Component
10.3.3. By Deployment Mode
10.3.4. By Organization Size
10.3.5. By Verticals
10.4. Key Takeaways
11. Latin America Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
11.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
11.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
11.2.1. By Country
11.2.1.1. Brazil
11.2.1.2. Mexico
11.2.1.3. Rest of Latin America
11.2.2. By Component
11.2.3. By Deployment Mode
11.2.4. By Organization Size
11.2.5. By Verticals
11.3. Market Attractiveness Analysis
11.3.1. By Country
11.3.2. By Component
11.3.3. By Deployment Mode
11.3.4. By Organization Size
11.3.5. By Verticals
11.4. Key Takeaways
12. Europe Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
12.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
12.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
12.2.1. By Country
12.2.1.1. Germany
12.2.1.2. United Kingdom
12.2.1.3. France
12.2.1.4. Spain
12.2.1.5. Italy
12.2.1.6. Rest of Europe
12.2.2. By Component
12.2.3. By Deployment Mode
12.2.4. By Organization Size
12.2.5. By Verticals
12.3. Market Attractiveness Analysis
12.3.1. By Country
12.3.2. By Component
12.3.3. By Deployment Mode
12.3.4. By Organization Size
12.3.5. By Verticals
12.4. Key Takeaways
13. South Asia Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
13.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
13.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
13.2.1. By Country
13.2.1.1. India
13.2.1.2. Malaysia
13.2.1.3. Singapore
13.2.1.4. Thailand
13.2.1.5. Rest of South Asia
13.2.2. By Component
13.2.3. By Deployment Mode
13.2.4. By Organization Size
13.2.5. By Verticals
13.3. Market Attractiveness Analysis
13.3.1. By Country
13.3.2. By Component
13.3.3. By Deployment Mode
13.3.4. By Organization Size
13.3.5. By Verticals
13.4. Key Takeaways
14. East Asia Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
14.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
14.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
14.2.1. By Country
14.2.1.1. China
14.2.1.2. Japan
14.2.1.3. South Korea
14.2.2. By Component
14.2.3. By Deployment Mode
14.2.4. By Organization Size
14.2.5. By Verticals
14.3. Market Attractiveness Analysis
14.3.1. By Country
14.3.2. By Component
14.3.3. By Deployment Mode
14.3.4. By Organization Size
14.3.5. By Verticals
14.4. Key Takeaways
15. Oceania Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
15.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
15.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
15.2.1. By Country
15.2.1.1. Australia
15.2.1.2. New Zealand
15.2.2. By Component
15.2.3. By Deployment Mode
15.2.4. By Organization Size
15.2.5. By Verticals
15.3. Market Attractiveness Analysis
15.3.1. By Country
15.3.2. By Component
15.3.3. By Deployment Mode
15.3.4. By Organization Size
15.3.5. By Verticals
15.4. Key Takeaways
16. MEA Market Analysis 2018 to 2022 and Forecast 2023 to 2033, By Country
16.1. Historical Market Size Value (US$ Million) Trend Analysis By Market Taxonomy, 2018 to 2022
16.2. Market Size Value (US$ Million) Forecast By Market Taxonomy, 2023 to 2033
16.2.1. By Country
16.2.1.1. GCC Countries
16.2.1.2. South Africa
16.2.1.3. Israel
16.2.1.4. Rest of MEA
16.2.2. By Component
16.2.3. By Deployment Mode
16.2.4. By Organization Size
16.2.5. By Verticals
16.3. Market Attractiveness Analysis
16.3.1. By Country
16.3.2. By Component
16.3.3. By Deployment Mode
16.3.4. By Organization Size
16.3.5. By Verticals
16.4. Key Takeaways
17. Key Countries Market Analysis
17.1. USA
17.1.1. Pricing Analysis
17.1.2. Market Share Analysis, 2022
17.1.2.1. By Component
17.1.2.2. By Deployment Mode
17.1.2.3. By Organization Size
17.1.2.4. By Verticals
17.2. Canada
17.2.1. Pricing Analysis
17.2.2. Market Share Analysis, 2022
17.2.2.1. By Component
17.2.2.2. By Deployment Mode
17.2.2.3. By Organization Size
17.2.2.4. By Verticals
17.3. Brazil
17.3.1. Pricing Analysis
17.3.2. Market Share Analysis, 2022
17.3.2.1. By Component
17.3.2.2. By Deployment Mode
17.3.2.3. By Organization Size
17.3.2.4. By Verticals
17.4. Mexico
17.4.1. Pricing Analysis
17.4.2. Market Share Analysis, 2022
17.4.2.1. By Component
17.4.2.2. By Deployment Mode
17.4.2.3. By Organization Size
17.4.2.4. By Verticals
17.5. Germany
17.5.1. Pricing Analysis
17.5.2. Market Share Analysis, 2022
17.5.2.1. By Component
17.5.2.2. By Deployment Mode
17.5.2.3. By Organization Size
17.5.2.4. By Verticals
17.6. United Kingdom
17.6.1. Pricing Analysis
17.6.2. Market Share Analysis, 2022
17.6.2.1. By Component
17.6.2.2. By Deployment Mode
17.6.2.3. By Organization Size
17.6.2.4. By Verticals
17.7. France
17.7.1. Pricing Analysis
17.7.2. Market Share Analysis, 2022
17.7.2.1. By Component
17.7.2.2. By Deployment Mode
17.7.2.3. By Organization Size
17.7.2.4. By Verticals
17.8. Spain
17.8.1. Pricing Analysis
17.8.2. Market Share Analysis, 2022
17.8.2.1. By Component
17.8.2.2. By Deployment Mode
17.8.2.3. By Organization Size
17.8.2.4. By Verticals
17.9. Italy
17.9.1. Pricing Analysis
17.9.2. Market Share Analysis, 2022
17.9.2.1. By Component
17.9.2.2. By Deployment Mode
17.9.2.3. By Organization Size
17.9.2.4. By Verticals
17.10. India
17.10.1. Pricing Analysis
17.10.2. Market Share Analysis, 2022
17.10.2.1. By Component
17.10.2.2. By Deployment Mode
17.10.2.3. By Organization Size
17.10.2.4. By Verticals
17.11. Malaysia
17.11.1. Pricing Analysis
17.11.2. Market Share Analysis, 2022
17.11.2.1. By Component
17.11.2.2. By Deployment Mode
17.11.2.3. By Organization Size
17.11.2.4. By Verticals
17.12. Singapore
17.12.1. Pricing Analysis
17.12.2. Market Share Analysis, 2022
17.12.2.1. By Component
17.12.2.2. By Deployment Mode
17.12.2.3. By Organization Size
17.12.2.4. By Verticals
17.13. Thailand
17.13.1. Pricing Analysis
17.13.2. Market Share Analysis, 2022
17.13.2.1. By Component
17.13.2.2. By Deployment Mode
17.13.2.3. By Organization Size
17.13.2.4. By Verticals
17.14. China
17.14.1. Pricing Analysis
17.14.2. Market Share Analysis, 2022
17.14.2.1. By Component
17.14.2.2. By Deployment Mode
17.14.2.3. By Organization Size
17.14.2.4. By Verticals
17.15. Japan
17.15.1. Pricing Analysis
17.15.2. Market Share Analysis, 2022
17.15.2.1. By Component
17.15.2.2. By Deployment Mode
17.15.2.3. By Organization Size
17.15.2.4. By Verticals
17.16. South Korea
17.16.1. Pricing Analysis
17.16.2. Market Share Analysis, 2022
17.16.2.1. By Component
17.16.2.2. By Deployment Mode
17.16.2.3. By Organization Size
17.16.2.4. By Verticals
17.17. Australia
17.17.1. Pricing Analysis
17.17.2. Market Share Analysis, 2022
17.17.2.1. By Component
17.17.2.2. By Deployment Mode
17.17.2.3. By Organization Size
17.17.2.4. By Verticals
17.18. New Zealand
17.18.1. Pricing Analysis
17.18.2. Market Share Analysis, 2022
17.18.2.1. By Component
17.18.2.2. By Deployment Mode
17.18.2.3. By Organization Size
17.18.2.4. By Verticals
17.19. GCC Countries
17.19.1. Pricing Analysis
17.19.2. Market Share Analysis, 2022
17.19.2.1. By Component
17.19.2.2. By Deployment Mode
17.19.2.3. By Organization Size
17.19.2.4. By Verticals
17.20. South Africa
17.20.1. Pricing Analysis
17.20.2. Market Share Analysis, 2022
17.20.2.1. By Component
17.20.2.2. By Deployment Mode
17.20.2.3. By Organization Size
17.20.2.4. By Verticals
17.21. Israel
17.21.1. Pricing Analysis
17.21.2. Market Share Analysis, 2022
17.21.2.1. By Component
17.21.2.2. By Deployment Mode
17.21.2.3. By Organization Size
17.21.2.4. By Verticals
18. Market Structure Analysis
18.1. Competition Dashboard
18.2. Competition Benchmarking
18.3. Market Share Analysis of Top Players
18.3.1. By Regional
18.3.2. By Component
18.3.3. By Deployment Mode
18.3.4. By Organization Size
18.3.5. By Verticals
19. Competition Analysis
19.1. Competition Deep Dive
19.1.1. ADOBE
19.1.1.1. Overview
19.1.1.2. Product Portfolio
19.1.1.3. Profitability by Market Segments
19.1.1.4. Sales Footprint
19.1.1.5. Strategy Overview
19.1.1.5.1. Marketing Strategy
19.1.2. ORACLE
19.1.2.1. Overview
19.1.2.2. Product Portfolio
19.1.2.3. Profitability by Market Segments
19.1.2.4. Sales Footprint
19.1.2.5. Strategy Overview
19.1.2.5.1. Marketing Strategy
19.1.3. PITNEY BOWES
19.1.3.1. Overview
19.1.3.2. Product Portfolio
19.1.3.3. Profitability by Market Segments
19.1.3.4. Sales Footprint
19.1.3.5. Strategy Overview
19.1.3.5.1. Marketing Strategy
19.1.4. CAPGEMINI
19.1.4.1. Overview
19.1.4.2. Product Portfolio
19.1.4.3. Profitability by Market Segments
19.1.4.4. Sales Footprint
19.1.4.5. Strategy Overview
19.1.4.5.1. Marketing Strategy
19.1.5. NEWGEN SOFTWARE
19.1.5.1. Overview
19.1.5.2. Product Portfolio
19.1.5.3. Profitability by Market Segments
19.1.5.4. Sales Footprint
19.1.5.5. Strategy Overview
19.1.5.5.1. Marketing Strategy
19.1.6. Messagepoint Inc.
19.1.6.1. Overview
19.1.6.2. Product Portfolio
19.1.6.3. Profitability by Market Segments
19.1.6.4. Sales Footprint
19.1.6.5. Strategy Overview
19.1.6.5.1. Marketing Strategy
19.1.7. Topdown Inc.
19.1.7.1. Overview
19.1.7.2. Product Portfolio
19.1.7.3. Profitability by Market Segments
19.1.7.4. Sales Footprint
19.1.7.5. Strategy Overview
19.1.7.5.1. Marketing Strategy
19.1.8. Cincom Systems Inc.
19.1.8.1. Overview
19.1.8.2. Product Portfolio
19.1.8.3. Profitability by Market Segments
19.1.8.4. Sales Footprint
19.1.8.5. Strategy Overview
19.1.8.5.1. Marketing Strategy
19.1.9. Zoho Corporation
19.1.9.1. Overview
19.1.9.2. Product Portfolio
19.1.9.3. Profitability by Market Segments
19.1.9.4. Sales Footprint
19.1.9.5. Strategy Overview
19.1.9.5.1. Marketing Strategy
19.1.10. A Lexmark Company
19.1.10.1. Overview
19.1.10.2. Product Portfolio
19.1.10.3. Profitability by Market Segments
19.1.10.4. Sales Footprint
19.1.10.5. Strategy Overview
19.1.10.5.1. Marketing Strategy
20. Assumptions & Acronyms Used
21. Research Methodology
Technology
December 2022
REP-GB-1875
250 pages
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Customer Communications Management Market
