Report : North America Customer Communication Management Market Forecast to 2028 - COVID-19 Impact and Regional Analysis By Component (Solution and Services), Deployment (Cloud-based and On-Premises), Enterprise Size (Small & Medium-Size Enterprises and Large Enterprises), and Industry (BFSI, IT & Telecom, Manufacturing, Retail, Energy & Utilities, Government, and Others)
At 11.6% CAGR, the North America Customer Communication Management Market is speculated to be worth US$ 1103.70 million by 2028, says Business Market Insights
According to Business Market Insights’ research, the North America customer communication management market was valued at US$ 572.76 million in 2022 and is expected to reach US$ 1103.70 million by 2028, registering an annual growth rate of 11.6% from 2022 to 2028. Customer communications management (CCM) solutions maintain customer engagement through omnichannel and increasing usage of analytics and mobility for customer communications management (CCM) concerns are the critical factors attributed to the market expansion.
The growing need to increase the customer base which help improves the business growth, there is rise in demand for keeping customers engaged through various communication channels such as phone calls, email, SMS, web, chatbots, social media, or print. The customer communications management (CCM) tools maintain a clear record of all relevant data to create sales growth and improve customer retention. The CCM enhances communication efficiency and strengthens customer relationships that help find better ways to engage customers. The digital revolution has led to a proliferation of communication channels through omnichannel communication platforms. It empowers customers to connect with the brand via their preferred channel and allows a smooth transition with customers. Technological advancements such as hybrid cloud solutions improve businesses by creating meaningful customer connections through digital and physical channels. For instance, in December 2021, Quadient introduced Inspire Flex Release 15 (R15), which offers more than 300 robust enhancement features that empower, elevate and accelerate the growth of these companies by giving extended control to the users for designing and delivering customer communications via omnichannel. This is expected to drive the market during the forecast period.
On the contrary, data synchronizations and complexities of customer communication management hurdles the growth of North America customer communication management market.
Based on component, the North America customer communication management market is divided into solution and services. The solution segment held 78.0% market share in 2022, amassing US$ 451.45 million. It is projected to garner US$ 895.61 million by 2028 to expand at 12.1% CAGR during 2022–2028.
Based on deployment, the North America customer communication management market is categorized into cloud-based and on premise. The cloud-based segment held 74.2% market share in 2022, amassing US$ 425.20 million. It is projected to garner US$ 843.61 million by 2028 to expand at 12.1% CAGR during 2022–2028.
Based on enterprise size, the North America customer communication management market is categorized into small & medium-size enterprises and large enterprises. The large enterprises segment held 65.7% market share in 2022, amassing US$ 376.55 million. It is projected to garner US$ 691.15 million by 2028 to expand at 10.7% CAGR during 2022–2028
Based on industry, the North America customer communication management market is BFSI, IT and telecom, manufacturing, retail, energy & utilities, government, and others. The IT and telecom segment held 25.5% market share in 2022, amassing US$ 146.15 million. It is projected to garner US$ 288.08 million by 2028 to expand at 12.0% CAGR during 2022–2028
Based on country, the North America customer communication management market has been categorised into the US, Canada, and Mexico. Our regional analysis states that US captured 84.3% market share in 2022. It was assessed at US$ 482.73 million in 2022 and is likely to hit US$ 942.56 million by 2028, exhibiting a CAGR of 11.8% during the forecast period.
Key players dominating the North America customer communication management market are Smart Communications; Adobe; Crawford Technologies; Newgen Software Technologies Ltd; Open Text Corporation; MESSAGEPOINT INC.; Oracle Corporation; Doxim; Capgemini; Precisely(CEDAR CX Technologies) among others.
- In May 2020, Aspire has named Smart Communications a Customer Communications Management Leader.
- In April 2022, Newgen Software has released OmniOMS 10.0, an updated version of their Omnichannel Customer Engagement Platform (CCM).