Customer Communication Management (CCM) Market: Snapshot

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.

us customer communication management market

Demand for Software Suite to Remain High Through Forecast Period

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.

IT &Telecom to Continue Dominating Market as Leading End-use Industry

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 Communication Management Market: Snapshot

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.

U.S. Customer Communication Management Market: Overview

The Customer Communication Management market report provides an in-depth analysis of the U.S. customer communication management market for the period 2015 – 2025, wherein 2016 is the base year and the years from 2017 to 2025 is the forecast period. Data for 2015 has been included as historical information. The report covers all the prevalent trends playing a major role in the growth of the customer communication management market over the forecast period. It also highlights various drivers, restraints, and opportunities expected to influence the market’s growth during the forecast period.

The study provides a holistic perspective on market growth in terms of revenue estimates (in US$ Mn), across the U.S. The report provides analysis of the U.S. customer communication management market in terms of market estimates and projections for all the segments across the U.S. The report also covers profiles of major players, their growth strategies, their market positioning, and the various recent developments, and includes market positioning analysis of key players operating in the customer communication management market.

The market overview section of the report showcases the market dynamics and trends such as the drivers, restraints, and opportunities that influence the current nature and future status of this market. In addition, the report also provides revenue model analysis of the customer communication management market across the U.S.

U.S. Customer Communication Management Market: Research Methodology

Customer communications management system automates and simplifies document-related business procedures to increase business performance and efficiency. The U.S. customer communication management market is experiencing growth owing to factors such as growing emphasis on multifarious and divergent communication channels and growing adoption of CCM solutions by enterprises to enhance their customer base across the country.

The customer communication management market data estimates are the result of our in-depth secondary research, primary interviews and in-house expert panel reviews. These market estimates have been analyzed by taking into account the impact of different political, social, economic, technological, and legal factors along with the current market dynamics affecting the market growth. The research study on the U.S. customer communication management market provides a detailed analysis of various solution types of customer communication management systems available in the market.

U.S. Customer Communication Management Market: Key Segments

Based on the solution type, the market is further divided into the software suite, managed CCM services, and others services including consulting, integration, and maintenance. Based on the enterprise size, the U.S. customer communication management market is categorized into large enterprises, and small & medium enterprises (SMEs). On the basis of deployment model, the market is segmented into cloud-based and on premise. Furthermore, the end-use industry based segmentation includes healthcare, banking financial services & insurance (BFSI), IT & telecom, e-commerce & retail, hospitality & travel, government & utilities, and others such as education, and entertainment & media. The report includes a comprehensive analysis of all segments under the market attractiveness analysis section.

U.S. Customer Communication Management Market: Competitive Landscape

The report also includes competitive profiling of the key players associated with the U.S. customer communication management market. The important business strategies adopted by them, their market positioning, financials, SWOT analysis, and recent developments have also been identified in the research report. The competitive landscape section of the report also gives an overview about the major contributing regions/countries by these key players in order to strengthen their market position in the future.

The report also provides market share analysis of the U.S. customer communication management market. 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, are the key players which have been profiled in this study. Details such as financials, business strategies, SWOT analysis, recent developments, and other such strategic information pertaining to these players has been duly provided as part of company profiling. 

This study by TMR is all-encompassing framework of the dynamics of the market. It mainly comprises critical assessment of consumers' or customers' journeys, current and emerging avenues, and strategic framework to enable CXOs take effective decisions.

Our key underpinning is the 4-Quadrant Framework EIRS that offers detailed visualization of four elements:

  • Customer Experience Maps
  • Insights and Tools based on data-driven research
  • Actionable Results to meet all the business priorities
  • Strategic Frameworks to boost the growth journey

The study strives to evaluate the current and future growth prospects, untapped avenues, factors shaping their revenue potential, and demand and consumption patterns in the global market by breaking it into region-wise assessment.

The following regional segments are covered comprehensively:

  • North America
  • Asia Pacific
  • Europe
  • Latin America
  • The Middle East and Africa

The EIRS quadrant framework in the report sums up our wide spectrum of data-driven research and advisory for CXOs to help them make better decisions for their businesses and stay as leaders.

Below is a snapshot of these quadrants.

1. Customer Experience Map

The study offers an in-depth assessment of various customers’ journeys pertinent to the market and its segments. It offers various customer impressions about the products and service use. The analysis takes a closer look at their pain points and fears across various customer touchpoints. The consultation and business intelligence solutions will help interested stakeholders, including CXOs, define customer experience maps tailored to their needs. This will help them aim at boosting customer engagement with their brands.

2. Insights and Tools

The various insights in the study are based on elaborate cycles of primary and secondary research the analysts engage with during the course of research. The analysts and expert advisors at TMR adopt industry-wide, quantitative customer insights tools and market projection methodologies to arrive at results, which makes them reliable. The study not just offers estimations and projections, but also an uncluttered evaluation of these figures on the market dynamics. These insights merge data-driven research framework with qualitative consultations for business owners, CXOs, policy makers, and investors. The insights will also help their customers overcome their fears.

3. Actionable Results

The findings presented in this study by TMR are an indispensable guide for meeting all business priorities, including mission-critical ones. The results when implemented have shown tangible benefits to business stakeholders and industry entities to boost their performance. The results are tailored to fit the individual strategic framework. The study also illustrates some of the recent case studies on solving various problems by companies they faced in their consolidation journey.

4. Strategic Frameworks

The study equips businesses and anyone interested in the market to frame broad strategic frameworks. This has become more important than ever, given the current uncertainty due to COVID-19. The study deliberates on consultations to overcome various such past disruptions and foresees new ones to boost the preparedness. The frameworks help businesses plan their strategic alignments for recovery from such disruptive trends. Further, analysts at TMR helps you break down the complex scenario and bring resiliency in uncertain times.

The report sheds light on various aspects and answers pertinent questions on the market. Some of the important ones are:

1. What can be the best investment choices for venturing into new product and service lines?

2. What value propositions should businesses aim at while making new research and development funding?

3. Which regulations will be most helpful for stakeholders to boost their supply chain network?

4. Which regions might see the demand maturing in certain segments in near future?

5. What are the some of the best cost optimization strategies with vendors that some well-entrenched players have gained success with?

6. Which are the key perspectives that the C-suite are leveraging to move businesses to new growth trajectory?

7. Which government regulations might challenge the status of key regional markets?

8. How will the emerging political and economic scenario affect opportunities in key growth areas?

9. What are some of the value-grab opportunities in various segments?

10. What will be the barrier to entry for new players in the market?

The U.S. Customer Communication Management Market has been segmented as follows:

Market Segmentation:

by Solution

  • Software Suite
  • Managed CCM Services
  • Other Services (Consulting, Integration, and Maintenance)

by Enterprise Size

  • Large Enterprises
  • Small and Medium Enterprises (SMEs)

by Deployment

  • Cloud
  • On-premise

by End-use Industry

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

With a robust experience in creating exceptional market reports, Transparency Market Research has emerged as one of the trusted market research companies among a large number of stakeholders and CXOs. Every report at Transparency Market Research goes through rigorous research activity in every aspect. The researchers at TMR keep a close watch on the market and extract beneficial growth-boosting points. These points help the stakeholders to strategize their business plans accordingly.

TMR researchers conduct exhaustive qualitative and quantitative research. This research involves taking inputs from the experts in the market, focused attention on recent developments, and others. This method of research makes TMR stand out from other market research firms.

Here's how Transparency Market Research helps the stakeholders and CXOs through the reports:

Inculcation and Evaluation of Strategic Collaborations: The TMR researchers analyze recent strategic activities like mergers, acquisitions, partnerships, collaborations, and joint ventures. All the information is compiled and included in the report.

Perfect Market Size Estimations: The report analyzes the demographics, growth potential, and capability of the market through the forecast period. This factor leads to the estimation of the market size and also provides an outline about how the market will retrieve growth during the assessment period.

Investment Research: The report focuses on the ongoing and upcoming investment opportunities across a particular market. These developments make the stakeholders aware of the current investment scenario across the market.

Note: Although care has been taken to maintain the highest levels of accuracy in TMR’s reports, recent market/vendor-specific changes may take time to reflect in the analysis.

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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