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Customer Communication Management (CCM) Market - Snapshot

Customer communication management (CCM) is described as an advanced derivative of enterprise content management (ECM) technology. The customer communication management software has developed from the convergence of output management technologies and document composition & generation. 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 communication management systems automate and simplify document-related business procedures in order to increase business performance and efficiency.

customer communication management market

The global customer communication management market was valued at US$ 1,247.4 Mn in 2017 and is expected to expand at a CAGR of 12.1% during the forecast period.

Growing adoption of CCM solutions by enterprises is the major factor which is expected to drive the demand for CCM software in the forthcoming years. Customer communication management software allows organizations to more efficiently manage communications across all distribution channels to interact with their clients, and build more profitable and productive relationships with the customers. Currently, the market is expanding at a high rate due to rapid technological advancement in the field of customer relationship management across industries such as healthcare, BFSI, and government. Furthermore, rapid increase in demand for batch, interactive, and on-demand customer communication solutions around the globe is anticipated to fuel the growth of this market. This is influenced by the rising demand for solutions helpful in acquiring, serving, and increasing customer relationships. Additionally, on-demand CCM systems support a dynamic and nonlinear development model for organizations that want to rationalize messy application platforms (across LOBs) and to reduce time-to-market. However, data breach is one of the major concerns related to CCM software. Growing technological advancements may sometimes create challenges to manage the security aspects of the CCM software market.

The global customer communication management market is expected to be driven by the rapid growth in the Americas region. The Americas region is estimated to constitute a major market share during the forecast period, with the U.S. and Canada contributing most to the region’s revenue. This is mainly due to strong adoption and integration of software applications to enhance customer experience as well as manage and control effective and efficient delivery of services. In the Americas, small-scale enterprises are higher in number than large-scale ones. These small as well as large-scale enterprises are emphasizing on enhanced customer experience and communication. As such, businesses are investing in software technologies to leverage the benefits of CCM solutions. The region is projected to be followed by Europe and Asia Pacific in terms of market share.The market in Europe is mainly supported by growing number of businesses in the U.K., Germany, France, Spain, and Italy. For instance, in U.K. in 2017, there were about 5.7 million businesses in the private sector, a 4% rise in the number than in 2016. Furthermore, the growth of the CCM market in Asia Pacific is supported by the rising smartphone penetration. This is enabling companies to capture a better channel of communication and enhance their customer experience strategy.

Major players operating in the customer communication management market include Adobe Systems, Inc., Doxee S.p.A.,Cincom Systems, Inc., EMC Corporation (Dell), GMC Software Technology, Oracle Corporation, Hewlett Packard Enterprise Development LP, ISIS Papyrus Europe AG, Kofax Inc., Newgen Software, OpenText Corp., Pitney Bowes, Inc., Xerox Corporation, Ricoh Company, Ltd. and Sefas Innovation, Inc.

Customer Communication Management (CCM) Market - Overview

The “Customer Communication Management (CCM) Market – Global Industry Analysis, Size, Share, Growth, Trends, and Forecast, 2018–2026” report provides analysis of the Customer Communication Management (CCM) market for the period 2016 to 2026, wherein the years from 2018 to 2026 is the forecast period, 2017 is considered as the base year,and data for 2016 has been provided as historical information. The report covers all the trends and technologies playing a major role in the expansion of the customer communication management market during the forecast period. It highlights the drivers, restraints, and opportunities expected to influence the expansion of the market during this period. The study provides a holistic perspective on the expansion of the market, in terms of revenue (in US$ Mn), across different geographical regions, namely, North America, Europe, Asia Pacific, Middle East & Africa, and South America. The report highlights the key trends affecting the market on a global scale. Furthermore, region-wise, prominent countries/regions covered in the report include the U.S, Canada, Germany, France, the U.K, India, China, Australia, Japan, GCC countries,South Africa, and Brazil.

This report analyzes and forecasts the customer communication management market at the global and regional level. The market has been forecasted based on revenue (US$ Mn) from 2018 to 2026. The study includes drivers and restraints of the global CCM market. It also covers the impact of these drivers and restraints during the forecast period. The study encompasses market attractiveness analysis, wherein solutions, enterprise size, deployment, end-use industry, and countries/regions are benchmarked based on their market size, growth rate, and general attractiveness.

Global Customer Communication Management (CCM) Market: Taxonomy

This research study on the global CCM marketprovides a detailed cross-segment analysis based on the different segments including solutions, enterprise size, deployment, and end-use industry. Based on solutions, the customer communication management market is segmented into software suite, managed CCM services, and others services. The others solutions segment includes services such as consulting, integration, & maintenance. By enterprise size, the market is divided into large enterprises, and small and medium enterprises (SMEs). In terms of end-use, the CCM market is classified into healthcare, BFSI (banks and NBFCs, insurance), IT and telecom, e-commerce and retail, hospitality and travel, government and utilities, and others (education, entertainment and media). Furthermore, based on region, the market is divided into North America, Europe, Asia Pacific, Middle East & Africa, and South America.

Global Customer Communication Management (CCM) Market: Research Methodology

Secondary research sources that are typically referred to include, but are not limited tocompany websites, annual reports, financial reports, broker reports, investor presentations, and SEC filings, internal and external proprietary databases, and relevant patent and regulatory databases, national government documents, statistical databases, and market reports, news articles, press releases, and webcasts specific to companies operating in the market, national government documents, statistical databases, and market reports, Factiva, etc.

Primary research involves e-mail interactions, telephonic interviews, and face-to-face interviews for each market, category, segment, and sub-segment across geographies. We conduct primary interviews on an ongoing basis with industry participants and commentators in order to validate the data and analysis. Primary interviews provide first-handinformation on the market size, market trends, growth trends, competitive landscape, and outlook, etc. These help us to validate and strengthen secondary research findings. These also helpdevelop the analysis team’s market expertise and understanding.

Global Customer Communication Management (CCM) Market: Competitive Dynamics

The report highlights well-established players operating in the market including Adobe Systems, Inc. Cincom Systems, Inc. Doxee S.p.A., EMC Corporation (Dell), HP Enterprise, Newgen Software, OpenText Corp., Oracle Corporation, Ricoh, Pitney Bowes, Inc., Sefas Innovation, Inc., and Xerox Corporation. These key players are looking to capture larger market share by expanding their current Customer Communication Management (CCM) offerings in emerging economies.

Global Customer Communication Management (CCM) Market Segmentation

by Solution

  • Software Suite
  • Managed CCM Services
  • Others Services (Consulting, Integration, & Maintenance)

by Enterprise Size

  • Large Enterprises
  • Small and Medium Enterprises (SMEs)

by Deployment

  • Cloud-based
  • On Premise

by End-use Industry

  • Healthcare
  • BFSI
    • Banks and NBFCs
    • Insurance
  • IT and Telecom
  • E-commerce and Retail
  • Hospitality and Travel
  • Government and Utilities
  • Others (Education, Entertainment and Media)

by Geography

  • North America
    • The U.S.
    • Canada
    • Rest of North America
  • Europe
    • The U.K
    • Germany
    • France
    • Rest of Europe
  • Asia Pacific (APAC)
    • China
    • India
    • Japan
    • Australia
    • Rest of APAC
  • Middle East & Africa (MEA)
    • GCC Countries
    • South Africa
    • Rest of MEA
  • South America
    • Brazil
    • Rest of South America

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Customer Communication Management Market