Customer Communication Management Market
PUBLISHED: 2024 ID: SMRC26767
SHARE
SHARE

Customer Communication Management Market

Customer Communication Management Market Forecasts to 2030 - Global Analysis By Component (Service and Solution), Deployment Mode, Channel, Application, End User and By Geography

4.7 (75 reviews)
4.7 (75 reviews)
Published: 2024 ID: SMRC26767

This report covers the impact of COVID-19 on this global market
Loading...

According to Stratistics MRC, the Global Customer Communication Management Market is accounted for $2.1 billion in 2024 and is expected to reach $4.8 billion by 2030 growing at a CAGR of 14.4% during the forecast period. Customer Communication Management (CCM) is the strategic approach that organizations use to design, deliver, and manage personalized communications across various channels such as email, web, mobile, and print. It integrates data, content, and business processes to ensure consistent and targeted interactions with customers. It aims to enhance customer experience, drive operational efficiency, and achieve compliance by automating the creation and delivery of communications while maintaining brand consistency and fostering customer engagement throughout the lifecycle.

Market Dynamics: 

Driver: 

Increasing demand for omnichannel customer service

The market is witnessing a rising demand for omnichannel solutions, driven by the need for seamless customer interactions across multiple platforms. Businesses are increasingly adopting these platforms that integrate various channels to enhance customer satisfaction. This trend reflects a shift towards personalized, real-time communication strategies that enable companies to deliver consistent messaging and support across the entire customer journey, ultimately improving operational efficiency and fostering stronger customer relationships.

Restraint:

Complexity of integration

The integration challenge in the market is multifaceted, stemming from the need to unify diverse communication channels into a seamless platform. This complexity is compounded by the requirement to maintain consistent branding and messaging across channels while adapting content dynamically to individual customer preferences and behaviors. Furthermore, integrating solutions with existing enterprise systems adds another layer of complexity, requiring robust interoperability and data synchronization capabilities to ensure effective communication workflows.

Opportunity:

Growing importance of customer experience

Companies prioritize seamless, personalized interactions across multiple channels, enhancing satisfaction and loyalty. Advanced analytics and AI-driven insights empower businesses to anticipate customer needs, delivering timely and targeted communications. By focusing on enhancing every touch point, from initial contact to ongoing engagement, organizations leverage to foster deeper connections and achieve competitive advantage in customer-centric landscape.

Threat:

Cost of implementation

Implementing solutions often requires substantial investment in software, hardware, integration services, and training. Companies must navigate these expenses while ensuring through improved customer engagement and operational efficiency. The challenge lies in balancing these upfront costs with long-term benefits, such as streamlined communications, and potentially lower operational costs over time. This financial consideration is crucial for firms aiming to stay competitive in a digitally-driven market landscape.

Covid-19 Impact: 

The market saw a significant impact from COVID-19 as businesses rapidly shifted to digital platforms for customer interactions. Demand surged for solutions enabling remote customer engagement and personalized communications, driving growth in cloud-based services. However, economic uncertainties slowed investment in traditional infrastructure. Companies focused on enhancing customer experiences through integrated omni-channel strategies to adapt to changing consumer behaviours and expectations.

The document management segment is expected to be the largest during the forecast period

The document management is expected to be the largest during the forecast period. It involves creating, distributing, and managing documents throughout their lifecycle, ensuring compliance and security. Effective document management enables personalized customer communications, improves operational efficiency, and facilitates regulatory adherence. This process streamlines workflows, enhances collaboration, and supports seamless integration with other systems, thereby optimizing customer engagement and satisfaction.

The healthcare segment is expected to have the highest CAGR during the forecast period

The healthcare segment is expected to have the highest CAGR during the forecast period enhancing patient engagement and operational efficiency through personalized communication strategies. Key functionalities include automated billing statements and personalized health education materials. These solutions integrate seamlessly with existing healthcare systems, fostering a cohesive patient experience and enabling providers to deliver timely, relevant information that supports better patient outcomes and operational effectiveness.

Region with largest share:

North America is projected to hold the largest market share during the forecast period driven by digital transformation and the need for personalized customer interactions across various industries. Major sectors leveraging solutions include banking and financial services, insurance, healthcare, telecommunications, retail, and utilities. There's a strong inclination towards cloud-based solutions, AI-driven analytics, and automation tools within platforms to enhance customer engagement and operational efficiency.

Region with highest CAGR:

Asia Pacific is projected to hold the highest CAGR over the forecast period due to increasing digitalization, adoption of omni channel communication strategies, and demand for personalized customer interactions. There's a growing emphasis on personalized customer experiences, driving the adoption of solutions that can tailor content and delivery based on customer preferences. Stringent regulations regarding data privacy and customer communication are shaping strategies in the region.

Key players in the market

Some of the key players in Customer Communication Management market include Vodafone Group Plc, Intelledox, Salesforce.com, Inc., Cognizant Technology Solutions, Xerox Corporation, SAP SE, Kofax Inc., Zoho Corporation, TransPromo Communications, Inc., Smart Communications, Ecrion Software, Fujifilm Holdings Corporation, Thunderhead, GMC Software, Oracle Corporation, Adobe Inc. and Freshworks Inc.

Key Developments:

In November 2023, Vodafone Group Plc entered a strategic partnership with Accenture to accelerate growth, improve customer service, and significantly improve the efficiency of Vodafone's operating businesses and partner markets, as well as new markets.

In February 2023, Freshworks Inc. announced that enterprises worldwide had improved customer retention by utilizing its conversational AI bots. These bots help automate communication with buyers through Instagram Messaging, WhatsApp, and Facebook Messenger.

Components Covered:
• Service
• Solution

Deployment Modes Covered:
• On-Premises
• Cloud-Based
• Hybrid

Channels Covered:
• Email
• Website
• Social Media
• Print

Applications Covered:
• Customer Retention
• Multichannel Communication
• Document Management
• Compliance Management
• Other Applications

End Users Covered:
• Banking, Financial Services, and Insurance (BFSI)
• Healthcare
• Telecom and IT
• Retail and eCommerce
• Government and Public Sector
• Other End Users 

Regions Covered:
• North America
o US
o Canada
o Mexico
• Europe
o Germany
o UK
o Italy
o France
o Spain
o Rest of Europe
• Asia Pacific
o Japan        
o China        
o India        
o Australia  
o New Zealand
o South Korea
o Rest of Asia Pacific    
• South America
o Argentina
o Brazil
o Chile
o Rest of South America
• Middle East & Africa 
o Saudi Arabia
o UAE
o Qatar
o South Africa
o Rest of Middle East & Africa

What our report offers:
- Market share assessments for the regional and country-level segments
- Strategic recommendations for the new entrants
- Covers Market data for the years 2022, 2023, 2024, 2026, and 2030
- Market Trends (Drivers, Constraints, Opportunities, Threats, Challenges, Investment Opportunities, and recommendations)
- Strategic recommendations in key business segments based on the market estimations
- Competitive landscaping mapping the key common trends
- Company profiling with detailed strategies, financials, and recent developments
- Supply chain trends mapping the latest technological advancements

Free Customization Offerings: 
All the customers of this report will be entitled to receive one of the following free customization options:
• Company Profiling
o Comprehensive profiling of additional market players (up to 3)
o SWOT Analysis of key players (up to 3)
• Regional Segmentation
o Market estimations, Forecasts and CAGR of any prominent country as per the client's interest (Note: Depends on feasibility check)
• Competitive Benchmarking
o Benchmarking of key players based on product portfolio, geographical presence, and strategic alliances

Table of Contents

1 Executive Summary         
           
2 Preface          
 2.1 Abstract         
 2.2 Stake Holders        
 2.3 Research Scope        
 2.4 Research Methodology       
  2.4.1 Data Mining       
  2.4.2 Data Analysis       
  2.4.3 Data Validation       
  2.4.4 Research Approach       
 2.5 Research Sources        
  2.5.1 Primary Research Sources      
  2.5.2 Secondary Research Sources      
  2.5.3 Assumptions       
           
3 Market Trend Analysis        
 3.1 Introduction        
 3.2 Drivers         
 3.3 Restraints        
 3.4 Opportunities        
 3.5 Threats         
 3.6 Application Analysis       
 3.7 End User Analysis        
 3.8 Emerging Markets        
 3.9 Impact of Covid-19        
           
4 Porters Five Force Analysis        
 4.1 Bargaining power of suppliers       
 4.2 Bargaining power of buyers       
 4.3 Threat of substitutes       
 4.4 Threat of new entrants       
 4.5 Competitive rivalry        
           
5 Global Customer Communication Management Market, By Component    
 5.1 Introduction        
 5.2 Service         
  5.2.1 Consulting       
  5.2.2 Integration and Implementation     
  5.2.3 Training and Support      
 5.3 Solution         
  5.3.1 Multi-Channel Delivery      
  5.3.2 Document Composition      
  5.3.3 Interactive Customer Statements     
           
6 Global Customer Communication Management Market, By Deployment Mode   
 6.1 Introduction        
 6.2 On-Premises        
 6.3 Cloud-Based        
 6.4 Hybrid         
           
7 Global Customer Communication Management Market, By Channel    
 7.1 Introduction        
 7.2 Email         
 7.3 Website         
 7.4 Social Media        
 7.5 Print         
           
8 Global Customer Communication Management Market, By Application    
 8.1 Introduction        
 8.2 Customer Retention       
 8.3 Multichannel Communication       
 8.4 Document Management       
 8.5 Compliance Management       
 8.6 Other Applications        
           
9 Global Customer Communication Management Market, By End User    
 9.1 Introduction        
 9.2 Banking, Financial Services, and Insurance (BFSI)     
 9.3 Healthcare        
 9.4 Telecom and IT        
 9.5 Retail and eCommerce       
 9.6 Government and Public Sector       
 9.7 Other End Users        
           
10 Global Customer Communication Management Market, By Geography    
 10.1 Introduction        
 10.2 North America        
  10.2.1 US        
  10.2.2 Canada        
  10.2.3 Mexico        
 10.3 Europe         
  10.3.1 Germany        
  10.3.2 UK        
  10.3.3 Italy        
  10.3.4 France        
  10.3.5 Spain        
  10.3.6 Rest of Europe       
 10.4 Asia Pacific        
  10.4.1 Japan        
  10.4.2 China        
  10.4.3 India        
  10.4.4 Australia        
  10.4.5 New Zealand       
  10.4.6 South Korea       
  10.4.7 Rest of Asia Pacific       
 10.5 South America        
  10.5.1 Argentina       
  10.5.2 Brazil        
  10.5.3 Chile        
  10.5.4 Rest of South America      
 10.6 Middle East & Africa       
  10.6.1 Saudi Arabia       
  10.6.2 UAE        
  10.6.3 Qatar        
  10.6.4 South Africa       
  10.6.5 Rest of Middle East & Africa      
           
11 Key Developments         
 11.1 Agreements, Partnerships, Collaborations and Joint Ventures    
 11.2 Acquisitions & Mergers       
 11.3 New Product Launch       
 11.4 Expansions        
 11.5 Other Key Strategies       
           
12 Company Profiling         
 12.1 Vodafone Group Plc        
 12.2 Intelledox        
 12.3 Salesforce.com, Inc.        
 12.4 Cognizant Technology Solutions      
 12.5 Xerox Corporation        
 12.6 SAP SE         
 12.7 Kofax Inc.        
 12.8 Zoho Corporation        
 12.9 TransPromo Communications, Inc.      
 12.10 Smart Communications       
 12.11 Ecrion Software        
 12.12 Fujifilm Holdings Corporation       
 12.13 Thunderhead        
 12.14 GMC Software        
 12.15 Oracle Corporation        
 12.16 Adobe Inc.        
 12.17 Freshworks Inc.        
           
List of Tables          
1 Global Customer Communication Management Market Outlook, By Region (2022-2030) ($MN) 
2 Global Customer Communication Management Market Outlook, By Component (2022-2030) ($MN) 
3 Global Customer Communication Management Market Outlook, By Service (2022-2030) ($MN) 
4 Global Customer Communication Management Market Outlook, By Consulting (2022-2030) ($MN) 
5 Global Customer Communication Management Market Outlook, By Integration and Implementation (2022-2030) ($MN)
6 Global Customer Communication Management Market Outlook, By Training and Support (2022-2030) ($MN)
7 Global Customer Communication Management Market Outlook, By Solution (2022-2030) ($MN) 
8 Global Customer Communication Management Market Outlook, By Multi-Channel Delivery (2022-2030) ($MN)
9 Global Customer Communication Management Market Outlook, By Document Composition (2022-2030) ($MN)
10 Global Customer Communication Management Market Outlook, By Interactive Customer Statements (2022-2030) ($MN)
11 Global Customer Communication Management Market Outlook, By Deployment Mode (2022-2030) ($MN)
12 Global Customer Communication Management Market Outlook, By On-Premises (2022-2030) ($MN) 
13 Global Customer Communication Management Market Outlook, By Cloud-Based (2022-2030) ($MN) 
14 Global Customer Communication Management Market Outlook, By Hybrid (2022-2030) ($MN)  
15 Global Customer Communication Management Market Outlook, By Channel (2022-2030) ($MN) 
16 Global Customer Communication Management Market Outlook, By Email (2022-2030) ($MN)  
17 Global Customer Communication Management Market Outlook, By Website (2022-2030) ($MN) 
18 Global Customer Communication Management Market Outlook, By Social Media (2022-2030) ($MN) 
19 Global Customer Communication Management Market Outlook, By Print (2022-2030) ($MN)  
20 Global Customer Communication Management Market Outlook, By Application (2022-2030) ($MN) 
21 Global Customer Communication Management Market Outlook, By Customer Retention (2022-2030) ($MN)
22 Global Customer Communication Management Market Outlook, By Multichannel Communication (2022-2030) ($MN)
23 Global Customer Communication Management Market Outlook, By Document Management (2022-2030) ($MN)
24 Global Customer Communication Management Market Outlook, By Compliance Management (2022-2030) ($MN)
25 Global Customer Communication Management Market Outlook, By Other Applications (2022-2030) ($MN)
26 Global Customer Communication Management Market Outlook, By End User (2022-2030) ($MN) 
27 Global Customer Communication Management Market Outlook, By Banking, Financial Services, and Insurance (BFSI) (2022-2030) ($MN)
28 Global Customer Communication Management Market Outlook, By Healthcare (2022-2030) ($MN) 
29 Global Customer Communication Management Market Outlook, By Telecom and IT (2022-2030) ($MN) 
30 Global Customer Communication Management Market Outlook, By Retail and eCommerce (2022-2030) ($MN)
31 Global Customer Communication Management Market Outlook, By Government and Public Sector (2022-2030) ($MN)
32 Global Customer Communication Management Market Outlook, By Other End Users (2022-2030) ($MN) 
           
Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.

List of Figures

RESEARCH METHODOLOGY


Research Methodology

We at Stratistics opt for an extensive research approach which involves data mining, data validation, and data analysis. The various research sources include in-house repository, secondary research, competitor’s sources, social media research, client internal data, and primary research.

Our team of analysts prefers the most reliable and authenticated data sources in order to perform the comprehensive literature search. With access to most of the authenticated data bases our team highly considers the best mix of information through various sources to obtain extensive and accurate analysis.

Each report takes an average time of a month and a team of 4 industry analysts. The time may vary depending on the scope and data availability of the desired market report. The various parameters used in the market assessment are standardized in order to enhance the data accuracy.

Data Mining

The data is collected from several authenticated, reliable, paid and unpaid sources and is filtered depending on the scope & objective of the research. Our reports repository acts as an added advantage in this procedure. Data gathering from the raw material suppliers, distributors and the manufacturers is performed on a regular basis, this helps in the comprehensive understanding of the products value chain. Apart from the above mentioned sources the data is also collected from the industry consultants to ensure the objective of the study is in the right direction.

Market trends such as technological advancements, regulatory affairs, market dynamics (Drivers, Restraints, Opportunities and Challenges) are obtained from scientific journals, market related national & international associations and organizations.

Data Analysis

From the data that is collected depending on the scope & objective of the research the data is subjected for the analysis. The critical steps that we follow for the data analysis include:

  • Product Lifecycle Analysis
  • Competitor analysis
  • Risk analysis
  • Porters Analysis
  • PESTEL Analysis
  • SWOT Analysis

The data engineering is performed by the core industry experts considering both the Marketing Mix Modeling and the Demand Forecasting. The marketing mix modeling makes use of multiple-regression techniques to predict the optimal mix of marketing variables. Regression factor is based on a number of variables and how they relate to an outcome such as sales or profits.


Data Validation

The data validation is performed by the exhaustive primary research from the expert interviews. This includes telephonic interviews, focus groups, face to face interviews, and questionnaires to validate our research from all aspects. The industry experts we approach come from the leading firms, involved in the supply chain ranging from the suppliers, distributors to the manufacturers and consumers so as to ensure an unbiased analysis.

We are in touch with more than 15,000 industry experts with the right mix of consultants, CEO's, presidents, vice presidents, managers, experts from both supply side and demand side, executives and so on.

The data validation involves the primary research from the industry experts belonging to:

  • Leading Companies
  • Suppliers & Distributors
  • Manufacturers
  • Consumers
  • Industry/Strategic Consultants

Apart from the data validation the primary research also helps in performing the fill gap research, i.e. providing solutions for the unmet needs of the research which helps in enhancing the reports quality.


For more details about research methodology, kindly write to us at info@strategymrc.com

Frequently Asked Questions

In case of any queries regarding this report, you can contact the customer service by filing the “Inquiry Before Buy” form available on the right hand side. You may also contact us through email: info@strategymrc.com or phone: +1-301-202-5929

Yes, the samples are available for all the published reports. You can request them by filling the “Request Sample” option available in this page.

Yes, you can request a sample with your specific requirements. All the customized samples will be provided as per the requirement with the real data masked.

All our reports are available in Digital PDF format. In case if you require them in any other formats, such as PPT, Excel etc you can submit a request through “Inquiry Before Buy” form available on the right hand side. You may also contact us through email: info@strategymrc.com or phone: +1-301-202-5929

We offer a free 15% customization with every purchase. This requirement can be fulfilled for both pre and post sale. You may send your customization requirements through email at info@strategymrc.com or call us on +1-301-202-5929.

We have 3 different licensing options available in electronic format.

  • Single User Licence: Allows one person, typically the buyer, to have access to the ordered product. The ordered product cannot be distributed to anyone else.
  • 2-5 User Licence: Allows the ordered product to be shared among a maximum of 5 people within your organisation.
  • Corporate License: Allows the product to be shared among all employees of your organisation regardless of their geographical location.

All our reports are typically be emailed to you as an attachment.

To order any available report you need to register on our website. The payment can be made either through CCAvenue or PayPal payments gateways which accept all international cards.

We extend our support to 6 months post sale. A post sale customization is also provided to cover your unmet needs in the report.

Request Customization

We provide a free 15% customization on every purchase. This requirement can be fulfilled for both pre and post sale. You may send your customization requirements through email at info@strategymrc.com or call us on +1-301-202-5929.

Note: This customization is absolutely free until it falls under the 15% bracket. If your requirement exceeds this a feasibility check will be performed. Post that, a quote will be provided along with the timelines.

WHY CHOOSE US ?

Assured Quality

Assured Quality

Best in class reports with high standard of research integrity

24X7 Research Support

24X7 Research Support

Continuous support to ensure the best customer experience.

Free Customization

Free Customization

Adding more values to your product of interest.

Safe and Secure Access

Safe & Secure Access

Providing a secured environment for all online transactions.

Trusted by 600+ Brands

Trusted by 600+ Brands

Serving the most reputed brands across the world.

Testimonials