Customer Communication Management (CCM) Market By Solution (CCM Software Suite, Managed CCM Services), By Deployment (On-Premise, Cloud-Based), By End-Use Industry (It And Telecom, Bfsi, E-Commerce And Retail, Hospitality And Travel, Government And Utilities) - Growth, Future Prospects And Competitive Analysis 2017 – 2025

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


  • 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.

Frequently Asked Question:

The market for Customer Communication Management Market is expected to reach USD$ XX in 2025.

The Customer Communication Management Market is expected to see significant CAGR growth over the coming years, at 13.4%.

The report is forecasted from 2017 -2025.

The base year of this report is 2016.

XMPie (Xerox Corporation), HP Exstream (Hewlett-Packard Development Company, L.P.), EMC Corporation, Pitney Bowes, Inc. are some of the major players in the global market.

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Published Date:  May 2017
Category:  Technology & Media
Report ID:   58465
Report Format:   PDF
Pages:   120
Rating:    4.7 (55)
Delivery Time: 24 Hours to 48 Hours   
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