Global Customer Communication Management Market Size Study & Forecast, By Component By Channel, By Industry and Regional Analysis, 2023-2030

Description

List of Tables

Global Customer Communication Management Market is valued at approximately USD 1.69 billion in 2022 and is anticipated to grow with a healthy growth rate of more than 11.80% over the forecast period 2023-2030. Customer Communication Management (CCM) is a comprehensive strategy and set of processes that organizations use to design, create, deliver, and manage personalized communications with their customers. The primary goal of CCM is to enhance the customer experience by ensuring consistent and targeted communication across various channels, such as print, email, SMS, social media, and more. This involves the integration of customer data, content creation, and delivery mechanisms to provide a seamless and cohesive communication experience. The Customer Communication Management market is expanding because of factors such as the growing adoption of omnichannel communication, rising digital transformation initiatives, and rising adoption of cloud-based solutions.

Businesses are prioritizing the delivery of consistent messaging across diverse communication channels, encompassing email, text, and social media platforms. It is imperative for organizations to consistently furnish pertinent documents and promotions to uphold robust customer relationships. In a technology-centric landscape, customers anticipate engaging with businesses via their preferred channels, be it email, SMS, voice, web, mobile apps, or social media, at their convenience. According to Freshdesk Chat's 2021 report, nearly 79% of users prefer live chat assistance for swift responses. Customer satisfaction rates reflect this preference, with live chat scoring at 73%, outperforming email assistance at 61% and phone support at 44%. The average wait time for live chat stands at 46 seconds. Interestingly, 69% of customers prefer interacting with a human agent during chat assistance over engaging with chatbots. Consequently, the market is experiencing growth driven by the increasing demand for omnichannel communication is driving the market growth. In addition, the focus on personalization and targeted marketing and the growth of e-commerce and digital banking are creating new opportunities for market growth. However, the rising complexity of templates and data synchronization stifles market growth throughout the forecast period of 2023-2030.

The key regions considered for the Global Customer Communication Management Market study include Asia Pacific, North America, Europe, Latin America, and Middle East & Africa. North America dominated the market in 2022. The market expansion is propelled by the abundance of CCM solution providers operating within the region. Particularly in the U.S., telecommunication firms are embracing these solutions to engage with subscribers concerning billing statements, service enhancements, outage notifications, and promotional incentives. The escalating demand for comprehensive consumer insights and insights into industry trends and risks stands out as pivotal drivers of market advancement within the region. Asia Pacific is expected to grow significantly during the forecast period, Asia Pacific is witnessing a gradual introduction of customer communication management solutions, as several key market players enter the region. Furthermore, the expanding presence of major players in developing countries like South Korea, India, and China is extending their geographical reach, thus propelling market growth in the region. Businesses in Asia Pacific predominantly employ in-house customer communication management solutions to enhance customer outreach and foster customer retention. These dynamics are anticipated to bolster the regional market's growth throughout the forecast period.

Major market players included in this report are:

Quadient S.A (France)
Doxee S.p.A (Italy)
Doxim Holdings Inc. (Canada)
Newgen Software Technologies Limited (India)
Open Text Corporation (Canada)
Intense Technologies (in10stech) (India)
BelWo, Inc. (US)
Precisely (US)
Smart Communications Inc (UK)
Nagarro SE (Germany)

Recent Developments in the Market:

In June 2023, Quadient announced partnership with Plexus Tech, a technology firm specializing in IT products and services. This alliance grants Plexus Tech clients access to an advanced centralized platform fueled by Quadient Inspire, enabling streamlined optimization and management of both internal and external communication endeavors.
In August 2022, Newgen Software Technologies Limited forged a strategic alliance with FPT Information System Corporation, a prominent company based in Vietnam. This partnership is geared towards bolstering Newgen's presence in the Asia Pacific region, particularly by augmenting its sales force in Vietnam.

Global Customer Communication Management Market Report Scope:

Historical Data - 2020 - 2021
Base Year for Estimation - 2022
Forecast period - 2023-2030
Report Coverage - Revenue forecast, Company Ranking, Competitive Landscape, Growth factors, and Trends
Segments Covered - Component, Channel, Industry, Region
Regional Scope - North America; Europe; Asia Pacific; Latin America; Middle East & Africa
Customization Scope - Free report customization (equivalent to up to 8 analysts' working hours) with purchase. Addition or alteration to country, regional & segment scope*

The objective of the study is to define the market sizes of different segments & countries in recent years and to forecast the values for the coming years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within countries involved in the study.

The report also caters to detailed information about the crucial aspects such as driving factors & challenges that will define the future growth of the market. Additionally, it also incorporates potential opportunities in micro markets for stakeholders to invest along with a detailed analysis of the competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Component:

Software
Services

By Channel:

SMS
Email
Website
Social Media
Others

By Industry:

BFSI
Retail
IT & Telecom
Government
Healthcare
Others

By Region:

North America
U.S.
Canada
Europe
UK
Germany
France
Spain
Italy
ROE
Asia Pacific
China
India
Japan
Australia
South Korea
RoAPAC
Latin America
Brazil
Mexico
Middle East & Africa
Saudi Arabia
South Africa
Rest of Middle East & Africa

Chapter 1.Executive Summary

1.1.Market Snapshot
1.2.Global & Segmental Market Estimates & Forecasts, 2020-2030 (USD Billion)
- 1.2.1.Customer Communication Management Market, by Region, 2020-2030 (USD Billion)
- 1.2.2.Customer Communication Management Market, by Component, 2020-2030 (USD Billion)
- 1.2.3.Customer Communication Management Market, by Channel, 2020-2030 (USD Billion)
- 1.2.4.Customer Communication Management Market, by Industry, 2020-2030 (USD Billion)
1.3.Key Trends
1.4.Estimation Methodology
1.5.Research Assumption

Chapter 2.Global Customer Communication Management Market Definition and Scope

2.1.Objective of the Study
2.2.Market Definition & Scope
- 2.2.1.Industry Evolution
- 2.2.2.Scope of the Study
2.3.Years Considered for the Study
2.4.Currency Conversion Rates

Chapter 3.Global Customer Communication Management Market Dynamics

3.1.Customer Communication Management Market Impact Analysis (2020-2030)
- 3.1.1.Market Drivers
  - 3.1.1.1.Growing adoption of omnichannel communication
  - 3.1.1.2.Rising digital transformation initiatives
  - 3.1.1.3. Surge in adoption of cloud-based solutions
- 3.1.2.Market Challenges
  - 3.1.2.1.Rising complexity of templates and data synchronization
  - 3.1.2.2.Data Security Concerns
- 3.1.3.Market Opportunities
  - 3.1.3.1.Focus on personalization and targeted marketing
  - 3.1.3.2.Growth of e-commerce and digital banking

Chapter 4.Global Customer Communication Management Market Industry Analysis

4.1.Porter's 5 Force Model
- 4.1.1.Bargaining Power of Suppliers
- 4.1.2.Bargaining Power of Buyers
- 4.1.3.Threat of New Entrants
- 4.1.4.Threat of Substitutes
- 4.1.5.Competitive Rivalry
4.2.Porter's 5 Force Impact Analysis
4.3.PEST Analysis
- 4.3.1.Political
- 4.3.2.Economical
- 4.3.3.Social
- 4.3.4.Technological
- 4.3.5.Environmental
- 4.3.6.Legal
4.4.Top investment opportunity
4.5.Top winning strategies
4.6.COVID-19 Impact Analysis
4.7.Disruptive Trends
4.8.Industry Expert Perspective
4.9.Analyst Recommendation & Conclusion

Chapter 5.Global Customer Communication Management Market, by Component

5.1.Market Snapshot
5.2.Global Customer Communication Management Market by Component, Performance - Potential Analysis
5.3.Global Customer Communication Management Market Estimates & Forecasts by Component 2020-2030 (USD Billion)
5.4.Customer Communication Management Market, Sub Segment Analysis
- 5.4.1. Software
- 5.4.2.Services

Chapter 6.Global Customer Communication Management Market, by Channel

6.1.Market Snapshot
6.2.Global Customer Communication Management Market by Channel, Performance - Potential Analysis
6.3.Global Customer Communication Management Market Estimates & Forecasts by Channel 2020-2030 (USD Billion)
6.4.Customer Communication Management Market, Sub Segment Analysis
- 6.4.1. SMS
- 6.4.2.Email
- 6.4.3.Website
- 6.4.4.Social Media
- 6.4.5.Others

Chapter 7.Global Customer Communication Management Market, by Industry

7.1.Market Snapshot
7.2.Global Customer Communication Management Market by Industry, Performance - Potential Analysis
7.3.Global Customer Communication Management Market Estimates & Forecasts by Industry 2020-2030 (USD Billion)
7.4.Customer Communication Management Market, Sub Segment Analysis
- 7.4.1. BFSI
- 7.4.2.Retail
- 7.4.3.IT & Telecom
- 7.4.4.Government
- 7.4.5.Healthcare
- 7.4.6.Others

Chapter 8.Global Customer Communication Management Market, Regional Analysis

8.1.Top Leading Countries
8.2.Top Emerging Countries
8.3.Customer Communication Management Market, Regional Market Snapshot
8.4.North America Customer Communication Management Market
- 8.4.1.U.S. Customer Communication Management Market
  - 8.4.1.1.Component breakdown estimates & forecasts, 2020-2030
  - 8.4.1.2.Channel breakdown estimates & forecasts, 2020-2030
  - 8.4.1.3.Industry breakdown estimates & forecasts, 2020-2030
- 8.4.2.Canada Customer Communication Management Market
8.5.Europe Customer Communication Management Market Snapshot
- 8.5.1.U.K. Customer Communication Management Market
- 8.5.2.Germany Customer Communication Management Market
- 8.5.3.France Customer Communication Management Market
- 8.5.4.Spain Customer Communication Management Market
- 8.5.5.Italy Customer Communication Management Market
- 8.5.6.Rest of Europe Customer Communication Management Market
8.6.Asia-Pacific Customer Communication Management Market Snapshot
- 8.6.1.China Customer Communication Management Market
- 8.6.2.India Customer Communication Management Market
- 8.6.3.Japan Customer Communication Management Market
- 8.6.4.Australia Customer Communication Management Market
- 8.6.5.South Korea Customer Communication Management Market
- 8.6.6.Rest of Asia Pacific Customer Communication Management Market
8.7.Latin America Customer Communication Management Market Snapshot
- 8.7.1.Brazil Customer Communication Management Market
- 8.7.2.Mexico Customer Communication Management Market
8.8.Middle East & Africa Customer Communication Management Market
- 8.8.1.Saudi Arabia Customer Communication Management Market
- 8.8.2.South Africa Customer Communication Management Market
- 8.8.3.Rest of Middle East & Africa Customer Communication Management Market

Chapter 9.Competitive Intelligence

9.1.Key Company SWOT Analysis
9.2.Top Market Strategies
9.3.Company Profiles
- 9.3.1. Quadient S.A (France)
  - 9.3.1.1.Key Information
  - 9.3.1.2.Overview
  - 9.3.1.3.Financial (Subject to Data Availability)
  - 9.3.1.4.Product Summary
  - 9.3.1.5.Recent Developments
- 9.3.2. Doxee S.p.A (Italy)
- 9.3.3.Doxim Holdings Inc. (Canada)
- 9.3.4.Newgen Software Technologies Limited (India)
- 9.3.5.Open Text Corporation (Canada)
- 9.3.6.Intense Technologies (in10stech) (India)
- 9.3.7.BelWo, Inc. (US)
- 9.3.8.Precisely (US)
- 9.3.9.Smart Communications Inc (UK)
- 9.3.10.Nagarro SE (Germany)

Chapter 10.Research Process

10.1.Research Process
- 10.1.1.Data Mining
- 10.1.2.Analysis
- 10.1.3.Market Estimation
- 10.1.4.Validation
- 10.1.5.Publishing
10.2.Research Attributes
10.3.Research Assumption

LIST OF TABLES

TABLE 1.Global Customer Communication Management Market, report scope
TABLE 2.Global Customer Communication Management Market estimates & forecasts by Region 2020-2030 (USD Billion)
TABLE 3.Global Customer Communication Management Market estimates & forecasts by Component 2020-2030 (USD Billion)
TABLE 4.Global Customer Communication Management Market estimates & forecasts by Channel 2020-2030 (USD Billion)
TABLE 5.Global Customer Communication Management Market estimates & forecasts by Industry 2020-2030 (USD Billion)
TABLE 6.Global Customer Communication Management Market by segment, estimates & forecasts, 2020-2030 (USD Billion)
TABLE 7.Global Customer Communication Management Market by region, estimates & forecasts, 2020-2030 (USD Billion)
TABLE 8.Global Customer Communication Management Market by segment, estimates & forecasts, 2020-2030 (USD Billion)
TABLE 9.Global Customer Communication Management Market by region, estimates & forecasts, 2020-2030 (USD Billion)
TABLE 10.Global Customer Communication Management Market by segment, estimates & forecasts, 2020-2030 (USD Billion)
TABLE 11.Global Customer Communication Management Market by region, estimates & forecasts, 2020-2030 (USD Billion)
TABLE 12.Global Customer Communication Management Market by segment, estimates & forecasts, 2020-2030 (USD Billion)
TABLE 13.Global Customer Communication Management Market by region, estimates & forecasts, 2020-2030 (USD Billion)
TABLE 14.Global Customer Communication Management Market by segment, estimates & forecasts, 2020-2030 (USD Billion)
TABLE 15.Global Customer Communication Management Market by region, estimates & forecasts, 2020-2030 (USD Billion)
TABLE 16.U.S. Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 17.U.S. Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 18.U.S. Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 19.Canada Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 20.Canada Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 21.Canada Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 22.UK Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 23.UK Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 24.UK Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 25.Germany Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 26.Germany Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 27.Germany Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 28.France Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 29.France Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 30.France Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 31.Italy Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 32.Italy Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 33.Italy Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 34.Spain Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 35.Spain Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 36.Spain Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 37.RoE Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 38.RoE Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 39.RoE Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 40.China Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 41.China Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 42.China Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 43.India Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 44.India Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 45.India Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 46.Japan Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 47.Japan Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 48.Japan Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 49.South Korea Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 50.South Korea Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 51.South Korea Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 52.Australia Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 53.Australia Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 54.Australia Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 55.RoAPAC Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 56.RoAPAC Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 57.RoAPAC Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 58.Brazil Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 59.Brazil Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 60.Brazil Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 61.Mexico Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 62.Mexico Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 63.Mexico Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 64.RoLA Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 65.RoLA Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 66.RoLA Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 67.Saudi Arabia Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 68.Saudi Arabia Customer Communication Management Market estimates & forecasts, by segment 2020-2030 (USD Billion)
TABLE 69.South Africa Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 70.RoMEA Customer Communication Management Market estimates & forecasts, 2020-2030 (USD Billion)
TABLE 71.RoMEA Customer Communication Management Market estimates & forecasts by segment 2020-2030 (USD Billion)
TABLE 72.List of secondary sources, used in the study of global Customer Communication Management Market
TABLE 73.List of primary sources, used in the study of global Customer Communication Management Market
TABLE 74.Years considered for the study
TABLE 75.Exchange rates considered

List of tables and figures and dummy in nature, final lists may vary in the final deliverable

LIST OF FIGURES

FIG 1.Global Customer Communication Management Market, research methodology
FIG 2.Global Customer Communication Management Market, Market estimation techniques
FIG 3.Global Market size estimates & forecast methods
FIG 4.Global Customer Communication Management Market, key trends 2022
FIG 5.Global Customer Communication Management Market, growth prospects 2023-2030
FIG 6.Global Customer Communication Management Market, porters 5 force model
FIG 7.Global Customer Communication Management Market, pest analysis
FIG 8.Global Customer Communication Management Market, value chain analysis
FIG 9.Global Customer Communication Management Market by segment, 2020 & 2030 (USD Billion)
FIG 10.Global Customer Communication Management Market by segment, 2020 & 2030 (USD Billion)
FIG 11.Global Customer Communication Management Market by segment, 2020 & 2030 (USD Billion)
FIG 12.Global Customer Communication Management Market by segment, 2020 & 2030 (USD Billion)
FIG 13.Global Customer Communication Management Market by segment, 2020 & 2030 (USD Billion)
FIG 14.Global Customer Communication Management Market, regional snapshot 2020 & 2030
FIG 15.North America Customer Communication Management Market 2020 & 2030 (USD Billion)
FIG 16.Europe Customer Communication Management Market 2020 & 2030 (USD Billion)
FIG 17.Asia Pacific Customer Communication Management Market 2020 & 2030 (USD Billion)
FIG 18.Latin America Customer Communication Management Market 2020 & 2030 (USD Billion)
FIG 19.Middle East & Africa Customer Communication Management Market 2020 & 2030 (USD Billion)