The global customer communication management market is projected to grow at a considerable CAGR during the forecast period. Customer communication management solutions are an essential crucial and integrated part of building customer loyalty for any company that enables it to enhance its business. The companies distinguish the competitive benefits of greater customer experience and the value that resides not only in what a company delivers for its customer, however, in the seamless and best possible enhanced customer communications. Moreover, the application of customer communication management solutions is increasing in various sectors such as retail, BFSI, telecom & IT and others owing to digitization in the banking services, focus on improving customer experience and brand reinforcement through customer communication management software.

 Segmental Outlook  

The global customer communication management market is segregated on the basis of deployment and Industry. Based on the deployment the global customer communication management market is classified into on-premises and cloud-based. The on-premises segment is projected to hold a significant share in the global customer communication management market. On-premises software is considered as secure as it is deployed on the organization’s premises and they have complete control over their data. Therefore, it is being significantly adopted in large organizations. However, the cloud-based segment is projected to significantly during the forecast period owing to its flexibility and cost-effectiveness. On the basis of the Industry, the market is further segmented into telecom & IT, retail, manufacturing, healthcare, BFSI, and others (energy& utility, hospitality).

 Global Customer Communication Management Market Share by Industry, 2018 (%)

Global Customer Communication Management market to be driven by Retail Industry

The retail industry segment projected to have considerable market share in the global customer communication management market. Growth of organized retailing and e-commerce industry coupled with rapid urbanization, rising disposable income and increasing demand for consumer electronics products are supporting to drive the demand for customer communication management in the retail sector. The retail customer communication management platform is used for various applications including visitors' interactions, dispute resolutions, browsers level experience, fraud investigations and so on. 

Apart from this, the software offers features including survey/poll management, feedback management, customer analysis, sentiment analysis, text analysis and so on. Organized retail is increasing significantly globally due to which a huge data is generating from customer feedback and purchasing a pattern that further increases the demand for customer communication management software in the retail industry.    

Regional Outlook 

Geographically, the global customer communication management market is further classified into North America, Europe, Asia-Pacific and the Rest of the World. Asia-Pacific is projected to have significant market growth in the global customer communication management market during the forecast period. The customer communication management market in Asia-Pacific is mainly driven by the contribution of major countries such as China, India, Japan and the rest of Asia-Pacific countries. 

The growing adoption of cloud-based services in emerging economies such as India and China is further estimated to drive the growth of the market. China has a significant contribution to the customer communication management market as the country has the largest internet users and also it is the largest e-commerce market globally. Countries such as Japan and India are also contributing significantly to increasing digital transactions which are providing significant market growth to the region.  

Global Customer Communication Management Market Growth, by Region 2019-2025

North America to hold a considerable share in the global Customer Communication Management market

Geographically, North America is projected to have a significant share in the global customer communication management market. The presence of major customer communication management companies, high internet penetration, high adoption of the digital economy and significant growth in the e-commerce market is providing significant growth to the company. 

Additionally, companies such as Visa Inc., Mastercard Inc., PayPal Holdings Inc., Google Pay, Walmart Inc., have their headquarters in the region, which are among major companies in the BFSI sector which are generating a significant amount of data related to customer capital spending pattern. The US is among the first country to adopt mobile wallets in order to increase consumer convenience, leverage data, and to lower the cost of payment. The country has opted for different wallet types including device-centric, bank-centric, network-centric, Merchant-centric and others, therefore increases the demand for customer communication management solutions in the country.  

Market Players Outlook

The key players in the customer communication management market contributing significantly by providing different deployment of products and increasing their geographical presence across the globe. The key players of the market include Adobe Inc., Doxee S.p.A., Newgen Software Technologies Ltd., OpenText Corp., Oracle Corp., Ecrion Software, Inc., Lexmark International, Inc., SmartComms SC, Ltd., and others. These market players adopt various strategies such as product launch, partnerships, collaborations, mergers, and acquisitions to sustain a strong position in the market. 

The report covers

• Market value data analysis of 2018 and forecast to 2025.
• Annualized market revenues ($ million) for each market segment.
• Country-wise analysis of major geographical regions.
• Key companies operating in the global customer communication management market. Based on the availability of data, information related to products & services, and relevant news is also available in the report.
• Analysis of business strategies by identifying the key market segments positioned for strong growth in the future.
• Analysis of market-entry and market expansion strategies.
• Competitive strategies by identifying ‘who-stands-where’ in the market.