Customer Communication Management (CCM) Market

Market Insights

Customer communication management (CCM) encompasses numerous software suites and managed customer engagement services that enable organizations to achieve a certain level of automation in online customer interaction. With the use of CCM software, organizations can design and create rule-based content delivery packages that ensure prompt and appropriate responses to customers with minimal human intervention.

The CCM software has proved immensely helpful in various structured communications, such as sending bills, offers, account statements, and other periodic deliveries of content automatically. Furthermore, CCM software is widely used in various on-demand communications where the software delivers content as per certain pre-defined rules set by the organization.

One of the key factors leading to the success of CCM software is its multi-channel approach. The software enables organizations to simultaneously reach out to individual customers through a wide array of communication channels, such as email, SMS, and social media, among others. Thereby, the use of CCM software ensures the effective and timely delivery of appropriate content to customers, resulting in enhanced customer satisfaction.

One of the major factors driving growth in the CCM market is the increasing need to keep customers engaged through communication over various channels. Organizations need to constantly deliver relevant documents and promotional offers to their customers in order to maintain healthy customer relationships. CCM software enables organizations to achieve this effectively while limiting human labor costs.

Another factor driving the adoption of CCM software includes technological advancements in natural language processing. Organizations have been keenly working towards generating personalized content for customers based on their inputs or queries received through emails or web portals. The CCM software plays a critical role in assessing and comprehending various input files from customers and generating appropriate output.

The report titled “Global Customer Communication Management (CCM) Market: Growth, Future Prospects, and Competitive Analysis, 2017–2025” offers strategic insights into the global CCM market along with the market size and estimates for the duration of 2015–2025. The said research study covers an in-depth analysis of multiple market segments based on solution type, deployment type, end-use industry, and a cross-sectional study across different geographies and sub-geographies. The study covers the comparative analysis of different segments for the years 2016 and 2025. The report also provides a prolific view of market dynamics, such as market drivers, restraints, and opportunities. In addition, the report provides a competitive landscape of various vendors in the CCM space.

In order to help strategic decision-makers, the report also includes competitive profiling of the leading providers in the CCM industry, market positioning, and key developments. Some of the major players profiled in the report are GMC Software AG, OpenText Corp., SmartComms SC, Limited, XMPie (Xerox Corporation), HP Exstream (Hewlett-Packard Development Company, L.P.), EMC Corporation, Pitney Bowes, Inc., Oracle Corporation, Ecrion, Inc., Adobe Systems Incorporated, Zoho Corporation, Striata, ISIS Papyrus Europe AG, Fidelity National Information Services, Inc. (FIS), Cincom Systems, Inc., Kofax, Inc., Newgen Software, Inc., Doxee S.p.A. and Intense Technologies Limited.

Other in-depth analysis provided in the report includes:

• Current and future market trends to justify the forthcoming attractive markets within the customer communication management industry
• Market fuelers, market impediments, and their impact on market growth
• in-depth competitive environment analysis
• Trailing 2-year market size data (2015–2016)

Overall, the research study provides a holistic view of the global customer communication management market, offering market size and estimates for the period from 2017 to 2025, keeping in mind the above-mentioned factors.

The global customer communication management (CCM) market is segmented, based on solution, into the following categories:

• CCM Software Suite
• managed CCM services

In 2016, the CCM software suite segment held the largest share of the overall customer communication management (CCM) market in terms of revenue. The use of licensed CCM software enables organizations to effectively design and implement their customer engagement strategy. Moreover, organizations can rapidly develop rules and responses to ensure appropriate customer responses in minimal type.

CCM software suites are often opted for by large enterprises which heavily rely on strong customer engagement programs. Organizations from industries such as I.T., telecom, BFSI, e-commerce, and retail are some of the largest users of CCM software suites. In addition, these organizations maintain an in-house team that makes use of such software to ensure timely customer content delivery.

Increasing demand for continuously delivered content over a wide array of media has compelled a large number of small and medium-sized enterprises (SMEs) to adopt customer communication management solutions. However, on account of the high procurement and implementation costs associated with CCM software suites, such companies have not been able to reap the benefits of CCM completely.

With the introduction of managed CCM services, such SMEs have been able to deploy CCM solutions at an affordable cost. Such companies strategize and implement CCM programs with their CCM service providers in order to ensure effective content delivery without having to maintain an in-house team of experts.

The global customer communication management (CCM) market has been segmented on the basis of geographical regions, as per the following regions and countries:

North America

• U.S.
• rest of North America

Europe

• U.K.
• Germany
• France
• Rest of Europe

Asia Pacific

• China
• Japan
• India
• Rest of Asia Pacific

Rest of the World (RoW)

Middle East and Africa (MEA)

Latin America

In 2016, North America dominated the overall customer communication management (CCM) market in terms of revenue. The segment contributed to more than one-third of the overall market across the world. Factors such as a higher degree of sophistication among customers and higher labor costs have resulted in greater adoption of CCM solutions. With a continued need for effective customer engagement, the market in this region is expected to witness steady growth during the forecast period from 2017 to 2025.

Asia Pacific and Europe followed North America in the overall CCM market in terms of revenue. High concentrations of various I.T., telecom, and banking institutions in the Asia Pacific region have resulted in immense growth opportunities for CCM providers in the region. With rising customer sophistication and the consumer base of banking and telecom organizations, the Asia Pacific region is expected to witness the fastest growth during the forecast period.

Chapter 1 Preface
1.1 Report Description
1.1.1 Purpose of the Report
1.1.2 Target Audience
1.1.3 USP and Key Offerings
1.2 Research Scope
1.3 Market Segmentation
1.4 Research Methodology
1.4.1 Phase I – Secondary Research
1.4.2 Phase II – Primary Research
1.4.3 Phase III – Expert Panel Review
1.4.4 Assumptions
1.4.5 Approach Adopted

Chapter 2 Executive Summary
2.1 Market Snapshot: Global Customer Communication Management (CCM) Market
2.2 Global Customer Communication Management (CCM) Market, By Solution
2.3 Global Customer Communication Management (CCM) Market, By Deployment
2.4 Global Customer Communication Management (CCM) Market, By End-use Industry
2.5 Global Customer Communication Management (CCM) Market, By Geography

Chapter 3 Market Dynamics
3.1 Product Insights and Market Overview
3.1.1 Global Customer Communication Management (CCM) Market Revenue and Growth, 2015 – 2025, (US$ Mn) (Y-o-Y %)
3.2 Key Market Trends and Future Outlook
3.3 Market Drivers
3.4 Market Growth Inhibitors
3.4.1 Impact Analysis of Drivers and Restraints
3.5 Attractive Investment Proposition
3.6 Competitive Analysis
3.6.1 Market Positioning of Key Vendors
3.6.2 Key Strategies adopted by the Leading Players

Chapter 4 Global Customer Communication Management (CCM) Market Analysis, by Solution
4.1 Market Analysis
4.2 CCM Software Suite
4.3 Managed CCM Services

Chapter 5 Global Customer Communication Management (CCM) Market Analysis, by Deployment
5.1 Market Analysis
5.2 On-premise
5.3 Cloud-based

Chapter 6 Global Customer Communication Management (CCM) Market Analysis, by End-use Industry
6.1 Market Analysis
6.2 IT and Telecom
6.3 BFSI
6.4 E-commerce and Retail
6.5 Hospitality and Travel
6.6 Government and Utilities
6.7 Others (Healthcare, Education, Media and Entertainment)

Chapter 7 North America Customer Communication Management (CCM) Market Analysis
7.1 Overview
7.2 North America Customer Communication Management (CCM) Market Analysis, By Solution, 2015 – 2025
7.2.1 Market Analysis
7.3 North America Customer Communication Management (CCM) Market Analysis, By Deployment, 2015 – 2025
7.3.1 Market Analysis
7.4 North America Customer Communication Management (CCM) Market Analysis, By End-use Industry, 2015 – 2025
7.4.1 Market Analysis
7.5 North America Customer Communication Management (CCM) Market Analysis, By Region, 2015 – 2025
7.5.1 U.S.
7.5.2 Rest of North America

Chapter 8 Europe Customer Communication Management (CCM) Market Analysis
8.1 Overview
8.2 Europe Customer Communication Management (CCM) Market Analysis, By Solution, 2015 – 2025
8.2.1 Market Analysis
8.3 Europe Customer Communication Management (CCM) Market Analysis, By Deployment, 2015 – 2025
8.3.1 Market Analysis
8.4 Europe Customer Communication Management (CCM) Market Analysis, By End-use Industry, 2015 – 2025
8.4.1 Market Analysis
8.5 Europe Customer Communication Management (CCM) Market Analysis, By Region, 2015 – 2025
8.5.1 U.K.
8.5.2 Germany
8.5.3 France
8.5.4 Rest of Europe

Chapter 9 Asia Pacific Customer Communication Management (CCM) Market Analysis
9.1 Overview
9.2 Asia Pacific Customer Communication Management (CCM) Market Analysis, By Solution, 2015 – 2025
9.2.1 Market Analysis
9.3 Asia Pacific Customer Communication Management (CCM) Market Analysis, By Deployment, 2015 – 2025
9.3.1 Market Analysis
9.4 Asia Pacific Customer Communication Management (CCM) Market Analysis, By End-use Industry, 2015 – 2025
9.4.1 Market Analysis
9.5 Asia Pacific Customer Communication Management (CCM) Market Analysis, By Region, 2015 – 2025
9.5.1 China
9.5.2 Japan
9.5.3 India
9.5.4 Rest of Asia Pacific

Chapter 10 Rest of the World (RoW) Customer Communication Management (CCM) Market Analysis
10.1 Overview
10.2 RoW Customer Communication Management (CCM) Market Analysis, By Solution, 2015 – 2025
10.2.1 Market Analysis
10.3 RoW Customer Communication Management (CCM) Market Analysis, By Deployment, 2015 – 2025
10.3.1 Market Analysis
10.4 RoW Customer Communication Management (CCM) Market Analysis, By End-use Industry, 2015 – 2025
10.4.1 Market Analysis
10.5 RoW Customer Communication Management (CCM) Market Analysis, By Region, 2015 – 2025
10.5.1 Middle East & Africa (MEA)
10.5.2 Latin America

Chapter 11 Company Profiles
11.1 GMC Software AG
11.2 OpenText Corp.
11.3 SmartComms SC, Limited
11.4 XMPie (Xerox Corporation)
11.5 HP Exstream (Hewlett-Packard Development Company, L.P.)
11.6 EMC Corporation
11.7 Pitney Bowes, Inc.
11.8 Oracle Corporation
11.9 Ecrion, Inc.
11.10 Adobe Systems Incorporated
11.11 Zoho Corporation
11.12 Striata
11.13 ISIS Papyrus Europe AG
11.14 Fidelity National Information Services, Inc. (FIS)
11.15 Cincom Systems, Inc.
11.16 Kofax, Inc.
11.17 Newgen Software, Inc.
11.18 Doxee S.p.A.
11.19 Intense Technologies Limited

List of Figures

FIG. 1 Global Customer Communication Management (CCM): Market Segmentation
FIG. 2 Global Customer Communication Management (CCM) Market: Research Methodology
FIG. 3 Top-Down and Bottom Up Approach
FIG. 4 Global Customer Communication Management (CCM) Market, By Solution, 2016 (US$ Mn)
FIG. 5 Global Customer Communication Management (CCM) Market, By Deployment, 2016 (US$ Mn)
FIG. 6 Global Customer Communication Management (CCM) Market, By End-use Industry, 2016 (US$ Mn)
FIG. 7 Global Customer Communication Management (CCM) Market, By Geography, 2016 (US$ Mn)
FIG. 8 Global Customer Communication Management (CCM) Market Revenue and Growth, 2015 – 2025, (US$ Mn) (Y-o-Y %)
FIG. 9 Attractive Investment Proposition
FIG. 10 Market Positioning of Key Customer Communication Management (CCM) Vendors, 2016
FIG. 11 Global Customer Communication Management (CCM) Market Revenue Contribution, By Solution, 2016 & 2025 (Value %)
FIG. 12 Global Customer Communication Management (CCM) Market Revenue from CCM Software Suite, 2015 – 2025, (US$ Mn)
FIG. 13 Global Customer Communication Management (CCM) Market Revenue from Managed CCM Services, 2015 – 2025, (US$ Mn)
FIG. 14 Global Customer Communication Management (CCM) Market Revenue Contribution, By Deployment, 2016 & 2025 (Value %)
FIG. 15 Global On-premise Customer Communication Management (CCM) Market Revenue, 2015 – 2025, (US$ Mn)
FIG. 16 Global Cloud-based Customer Communication Management (CCM) Market Revenue, 2015 – 2025, (US$ Mn)
FIG. 17 Global Customer Communication Management (CCM) Market Revenue Contribution, By End-use Industry, 2016 & 2025 (Value %)
FIG. 18 Global Customer Communication Management (CCM) Market Revenue from IT and Telecom, 2015 – 2025, (US$ Mn)
FIG. 19 Global Customer Communication Management (CCM) Market Revenue from BFSI, 2015 – 2025, (US$ Mn)
FIG. 20 Global Customer Communication Management (CCM) Market Revenue from E-commerce and Retail, 2015 – 2025, (US$ Mn)
FIG. 21 Global Customer Communication Management (CCM) Market Revenue from Hospitality and Travel, 2015 – 2025, (US$ Mn)
FIG. 22 Global Customer Communication Management (CCM) Market Revenue from Government and Utilities, 2015 – 2025, (US$ Mn)
FIG. 23 Global Customer Communication Management (CCM) Market Revenue from Others, 2015 – 2025, (US$ Mn)
FIG. 24 North America Customer Communication Management (CCM) Market Revenue, 2015 – 2025, (US$ Mn)
FIG. 25 Europe Customer Communication Management (CCM) Market Revenue, 2015 – 2025, (US$ Mn)
FIG. 26 Asia Pacific Customer Communication Management (CCM) Market Revenue, 2015 – 2025, (US$ Mn)
FIG. 27 RoW Customer Communication Management (CCM) Market Revenue, 2015 – 2025, (US$ Mn)

List of Tables

TABLE 1 Market Snapshot: Global Customer Communication Management (CCM) Market
TABLE 2 Impact Indicators
TABLE 3 Impact Analysis of Drivers and Restraints
TABLE 4 North America Customer Communication Management (CCM) Market Revenue, By Solution, 2015 – 2025 (US$ Mn)
TABLE 5 North America Customer Communication Management (CCM) Market Revenue, By Deployment, 2015 – 2025 (US$ Mn)
TABLE 6 North America Customer Communication Management (CCM) Market Revenue, By End-use Industry, 2015 – 2025 (US$ Mn)
TABLE 7 Europe Customer Communication Management (CCM) Market Revenue, By Solution, 2015 – 2025 (US$ Mn)
TABLE 8 Europe Customer Communication Management (CCM) Market Revenue, By Deployment, 2015 – 2025 (US$ Mn)
TABLE 9 Europe Customer Communication Management (CCM) Market Revenue, By End-use Industry, 2015 – 2025 (US$ Mn)
TABLE 10 Asia Pacific Customer Communication Management (CCM) Market Revenue, By Solution, 2015 – 2025 (US$ Mn)
TABLE 11 Asia Pacific Customer Communication Management (CCM) Market Revenue, By Deployment, 2015 – 2025 (US$ Mn)
TABLE 12 Asia Pacific Customer Communication Management (CCM) Market Revenue, By End-use Industry, 2015 – 2025 (US$ Mn)
TABLE 13 RoW Customer Communication Management (CCM) Market Revenue, By Solution, 2015 – 2025 (US$ Mn)
TABLE 14 RoW Customer Communication Management (CCM) Market Revenue, By Deployment, 2015 – 2025 (US$ Mn)
TABLE 15 RoW Customer Communication Management (CCM) Market Revenue, By End-use Industry, 2015 – 2025 (US$ Mn)
TABLE 16 GMC Software AG: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 17 OpenText Corp.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 18 SmartComms SC, Limited: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 19 XMPie (Xerox Corporation): Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 20 HP Exstream (Hewlett-Packard Development Company, L.P.): Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 21 EMC Corporation: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 22 Pitney Bowes, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 23 Oracle Corporation: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 24 Ecrion, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 25 Adobe Systems Incorporated: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 26 Zoho Corporation: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 27 Striata: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 28 ISIS Papyrus Europe AG: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 29 Fidelity National Information Services, Inc. (FIS): Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 30 Cincom Systems, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 31 Kofax, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 32 Newgen Software, Inc.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 33 Doxee S.p.A.: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)
TABLE 34 Intense Technologies Limited: Company Snapshot (Company Details, Geographical Presence, Product Portfolio, Key Applications Served, Recent Developments)