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市場調查報告書
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1542788

CRM 分析的全球市場

CRM Analytics
出版日期: | 出版商: Global Industry Analysts, Inc. | 英文 140 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

到 2030 年，全球 CRM 分析市場預計將達到 281 億美元

全球 CRM 分析市場預計 2023 年為 145 億美元，預計到 2030 年將達到 281 億美元，2023 年至 2030 年複合年成長率為 10.0%。銷售和行銷分析是本報告分析的細分市場之一，預計複合年成長率為 10.9%，到分析期結束時將達到 128 億美元。在分析期間，客服中心分析領域的複合年成長率預計為 9.7%。

美國市場預計將成長40億美元，中國複合年成長率為9.3%

到 2023 年，美國CRM 分析市場預計將達到 40 億美元。中國作為世界第二大經濟體，預計2030年市場規模將達43億美元，2023-2030年分析期間複合年成長率為9.3%。其他值得注意的區域市場包括日本和加拿大，在分析期間預計複合年成長率分別為 9.3% 和 7.9%。在歐洲，德國預計複合年成長率為 7.9%。

全球 CRM 分析市場 – 主要趨勢與促進因素總結

解讀資料CRM 分析如何轉變顧客關係？

CRM（客戶關係管理）分析利用資料分析工具和軟體從透過 CRM 系統收集的客戶資料中獲取見解。這種分析方法使公司能夠了解客戶的行為、偏好和趨勢，從而製定個人化的行銷策略、提高客戶參與並增強決策能力。透過分析來自各個接觸點的資料，公司可以客製化服務和產品來滿足客戶需求、預測未來行為並主動解決潛在問題。

人工智慧和機器學習的進步如何增強 CRM 分析？

人工智慧 (AI) 和機器學習 (ML) 透過自動化資料分析流程並提供更深入、可操作的見解，處於 CRM 分析轉型的最前沿。透過分析大量資料，人工智慧演算法可以預測客戶偏好和購買行為，幫助設計有針對性的行銷宣傳活動。機器學習模型會隨著時間的推移而改進，並從過去的互動中學習，以改善未來的客戶體驗。該技術還有助於情緒分析，透過從社交媒體互動、電子郵件和客戶支援溝通中提取和解釋客戶情緒，提供更細緻的客戶滿意度視圖。

實施高階 CRM 分析面臨哪些挑戰？

實施高階 CRM 分析並非沒有挑戰。資料品質和完整性至關重要，資料不足可能導致分析不準確和結論錯誤。將人工智慧和機器學習整合到現有的 CRM 系統中需要對技術和專業知識進行初始和持續的投資。此外，還存在打破組織內的資料孤島並獲得跨不同部門的客戶互動的統一視圖的挑戰。隱私和資料保護也是主要問題，因為公司在處理客戶資料時必須遵守 GDPR 等法規。

CRM 分析市場成長背後的驅動力是什麼？

CRM 分析市場的成長受到多種因素的推動。數位客戶互動產生的資料量不斷增加，需要強大的分析工具來理解這些資訊。競爭壓力也促使公司改善客戶體驗和個人化行銷工作，而 CRM 分析可以促進這一點。此外，人工智慧和機器學習技術的整合變得越來越容易獲得和負擔得起，使更多企業能夠利用進階分析。隨著公司不斷認知到資料驅動策略的價值以獲得競爭優勢，對複雜 CRM 分析解決方案的需求預計將激增。

受訪企業範例（共68家）

  • Accenture
  • Angoss Software Corporation
  • IBM Corporation
  • Infor
  • Microsoft Corporation
  • Oracle Corporation
  • Salesforce.com, Inc.
  • SAP SE
  • SAS AB
  • Teradata Corporation

目錄

第1章調查方法

第 2 章執行摘要

  • 市場概況
  • 主要企業
  • 市場趨勢和促進因素
  • 全球市場展望

第3章市場分析

  • 美國
  • 加拿大
  • 日本
  • 中國
  • 歐洲
  • 法國
  • 德國
  • 義大利
  • 英國
  • 其他歐洲國家
  • 亞太地區
  • 其他領域

第4章 比賽

簡介目錄
Product Code: MCP11372

Global CRM Analytics Market to Reach US$28.1 Billion by 2030

The global market for CRM Analytics estimated at US$14.5 Billion in the year 2023, is expected to reach US$28.1 Billion by 2030, growing at a CAGR of 10.0% over the analysis period 2023-2030. Sales & Marketing Analytics, one of the segments analyzed in the report, is expected to record a 10.9% CAGR and reach US$12.8 Billion by the end of the analysis period. Growth in the Contact Center Analytics segment is estimated at 9.7% CAGR over the analysis period.

The U.S. Market is Estimated at US$4.0 Billion While China is Forecast to Grow at 9.3% CAGR

The CRM Analytics market in the U.S. is estimated at US$4.0 Billion in the year 2023. China, the world's second largest economy, is forecast to reach a projected market size of US$4.3 Billion by the year 2030 trailing a CAGR of 9.3% over the analysis period 2023-2030. Among the other noteworthy geographic markets are Japan and Canada, each forecast to grow at a CAGR of 9.3% and 7.9% respectively over the analysis period. Within Europe, Germany is forecast to grow at approximately 7.9% CAGR.

Global CRM Analytics Market - Key Trends and Drivers Summarized

Decoding Data: How Is CRM Analytics Transforming Customer Relations?

CRM (Customer Relationship Management) analytics harnesses data analysis tools and software to glean insights from customer data gathered via CRM systems. This analytical approach helps businesses understand customer behavior, preferences, and trends, enabling personalized marketing strategies, improved customer engagement, and enhanced decision-making. By analyzing data from various touchpoints, companies can tailor their services or products to better meet their customers' needs, predict future behaviors, and proactively address potential issues, thereby driving sales growth and improving customer retention.

How Are Advances in AI and Machine Learning Enhancing CRM Analytics?

Artificial intelligence (AI) and machine learning (ML) are at the forefront of transforming CRM analytics by automating data analysis processes and providing deeper, actionable insights. AI algorithms can predict customer preferences and buying behaviors by analyzing vast amounts of data, which can help in crafting highly targeted marketing campaigns. Machine learning models improve over time, learning from past interactions to enhance future customer experiences. This technology also helps in sentiment analysis, extracting and interpreting customer feelings from social media interactions, emails, and customer support communications, thereby offering a more nuanced view of customer satisfaction.

What Are the Challenges in Implementing Advanced CRM Analytics?

Implementing advanced CRM analytics is not without challenges. Data quality and completeness are critical; poor data can lead to inaccurate analyses and misguided conclusions. Integrating AI and ML into existing CRM systems often requires substantial initial and ongoing investment in both technology and expertise. Additionally, there's the challenge of breaking down data silos within organizations to create a unified view of customer interactions across different departments. Privacy and data protection are also major concerns, as companies must comply with regulations such as GDPR while handling customer data.

What Drives the Growth in the CRM Analytics Market?

The growth in the CRM analytics market is driven by several factors. The increasing volume of data generated by digital customer interactions necessitates powerful analytical tools to make sense of this information. Competitive pressures also push businesses to enhance customer experiences and personalize their marketing efforts, which CRM analytics can facilitate. Additionally, the integration of AI and ML technologies is becoming more accessible and affordable, allowing more businesses to leverage advanced analytics. As companies continue to recognize the value of data-driven strategies in achieving competitive advantage, demand for sophisticated CRM analytics solutions is expected to surge.

Select Competitors (Total 68 Featured) -

  • Accenture
  • Angoss Software Corporation
  • IBM Corporation
  • Infor
  • Microsoft Corporation
  • Oracle Corporation
  • Salesforce.com, Inc.
  • SAP SE
  • SAS AB
  • Teradata Corporation

TABLE OF CONTENTS

I. METHODOLOGY

II. EXECUTIVE SUMMARY

  • 1. MARKET OVERVIEW
    • Influencer Market Insights
    • CRM Analytics - Global Key Competitors Percentage Market Share in 2024 (E)
    • Competitive Market Presence - Strong/Active/Niche/Trivial for Players Worldwide in 2024 (E)
    • Global Economic Update
  • 2. FOCUS ON SELECT PLAYERS
  • 3. MARKET TRENDS & DRIVERS
    • Growing Demand for Data-Driven Customer Insights Spurs Adoption of CRM Analytics
    • Integration of Artificial Intelligence and Machine Learning Enhances Predictive Capabilities
    • Rising Importance of Customer Experience Management in Business Strategies
    • Advancements in Big Data Technology Expand Capabilities of CRM Analytics Tools
    • Shift from Descriptive to Prescriptive Analytics in Customer Relationship Management
    • Increased Adoption of Cloud-based CRM Solutions for Scalability and Flexibility
    • Growing Small and Medium Enterprises (SMEs) Market Adopts CRM Analytics for Competitive Advantage
    • Integration of Social Media Insights into CRM Strategies Enhances Customer Engagement
    • Global Expansion of E-commerce Drives Need for Advanced CRM Analytical Tools
  • 4. GLOBAL MARKET PERSPECTIVE
    • TABLE 1: World Recent Past, Current & Future Analysis for CRM Analytics by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2023 through 2030 and % CAGR
    • TABLE 2: World 7-Year Perspective for CRM Analytics by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets for Years 2024 & 2030
    • TABLE 3: World Recent Past, Current & Future Analysis for Contact Center Analytics by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2023 through 2030 and % CAGR
    • TABLE 4: World 7-Year Perspective for Contact Center Analytics by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2024 & 2030
    • TABLE 5: World Recent Past, Current & Future Analysis for Social Media Analytics by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2023 through 2030 and % CAGR
    • TABLE 6: World 7-Year Perspective for Social Media Analytics by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2024 & 2030
    • TABLE 7: World Recent Past, Current & Future Analysis for Customer Analytics by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2023 through 2030 and % CAGR
    • TABLE 8: World 7-Year Perspective for Customer Analytics by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2024 & 2030
    • TABLE 9: World Recent Past, Current & Future Analysis for Other Segments by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2023 through 2030 and % CAGR
    • TABLE 10: World 7-Year Perspective for Other Segments by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2024 & 2030
    • TABLE 11: World CRM Analytics Market Analysis of Annual Sales in US$ Million for Years 2014 through 2030
    • TABLE 12: World Recent Past, Current & Future Analysis for Sales & Marketing Analytics by Geographic Region - USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World Markets - Independent Analysis of Annual Sales in US$ Million for Years 2023 through 2030 and % CAGR
    • TABLE 13: World 7-Year Perspective for Sales & Marketing Analytics by Geographic Region - Percentage Breakdown of Value Sales for USA, Canada, Japan, China, Europe, Asia-Pacific and Rest of World for Years 2024 & 2030

III. MARKET ANALYSIS

  • UNITED STATES
    • CRM Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in the United States for 2024 (E)
    • TABLE 14: USA Recent Past, Current & Future Analysis for CRM Analytics by Segment - Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments - Independent Analysis of Annual Sales in US$ Million for the Years 2023 through 2030 and % CAGR
    • TABLE 15: USA 7-Year Perspective for CRM Analytics by Segment - Percentage Breakdown of Value Sales for Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments for the Years 2024 & 2030
  • CANADA
    • TABLE 16: Canada Recent Past, Current & Future Analysis for CRM Analytics by Segment - Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments - Independent Analysis of Annual Sales in US$ Million for the Years 2023 through 2030 and % CAGR
    • TABLE 17: Canada 7-Year Perspective for CRM Analytics by Segment - Percentage Breakdown of Value Sales for Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments for the Years 2024 & 2030
  • JAPAN
    • CRM Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Japan for 2024 (E)
    • TABLE 18: Japan Recent Past, Current & Future Analysis for CRM Analytics by Segment - Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments - Independent Analysis of Annual Sales in US$ Million for the Years 2023 through 2030 and % CAGR
    • TABLE 19: Japan 7-Year Perspective for CRM Analytics by Segment - Percentage Breakdown of Value Sales for Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments for the Years 2024 & 2030
  • CHINA
    • CRM Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in China for 2024 (E)
    • TABLE 20: China Recent Past, Current & Future Analysis for CRM Analytics by Segment - Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments - Independent Analysis of Annual Sales in US$ Million for the Years 2023 through 2030 and % CAGR
    • TABLE 21: China 7-Year Perspective for CRM Analytics by Segment - Percentage Breakdown of Value Sales for Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments for the Years 2024 & 2030
  • EUROPE
    • CRM Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Europe for 2024 (E)
    • TABLE 22: Europe Recent Past, Current & Future Analysis for CRM Analytics by Geographic Region - France, Germany, Italy, UK and Rest of Europe Markets - Independent Analysis of Annual Sales in US$ Million for Years 2023 through 2030 and % CAGR
    • TABLE 23: Europe 7-Year Perspective for CRM Analytics by Geographic Region - Percentage Breakdown of Value Sales for France, Germany, Italy, UK and Rest of Europe Markets for Years 2024 & 2030
    • TABLE 24: Europe Recent Past, Current & Future Analysis for CRM Analytics by Segment - Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments - Independent Analysis of Annual Sales in US$ Million for the Years 2023 through 2030 and % CAGR
    • TABLE 25: Europe 7-Year Perspective for CRM Analytics by Segment - Percentage Breakdown of Value Sales for Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments for the Years 2024 & 2030
  • FRANCE
    • CRM Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in France for 2024 (E)
    • TABLE 26: France Recent Past, Current & Future Analysis for CRM Analytics by Segment - Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments - Independent Analysis of Annual Sales in US$ Million for the Years 2023 through 2030 and % CAGR
    • TABLE 27: France 7-Year Perspective for CRM Analytics by Segment - Percentage Breakdown of Value Sales for Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments for the Years 2024 & 2030
  • GERMANY
    • CRM Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Germany for 2024 (E)
    • TABLE 28: Germany Recent Past, Current & Future Analysis for CRM Analytics by Segment - Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments - Independent Analysis of Annual Sales in US$ Million for the Years 2023 through 2030 and % CAGR
    • TABLE 29: Germany 7-Year Perspective for CRM Analytics by Segment - Percentage Breakdown of Value Sales for Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments for the Years 2024 & 2030
  • ITALY
    • TABLE 30: Italy Recent Past, Current & Future Analysis for CRM Analytics by Segment - Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments - Independent Analysis of Annual Sales in US$ Million for the Years 2023 through 2030 and % CAGR
    • TABLE 31: Italy 7-Year Perspective for CRM Analytics by Segment - Percentage Breakdown of Value Sales for Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments for the Years 2024 & 2030
  • UNITED KINGDOM
    • CRM Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in the United Kingdom for 2024 (E)
    • TABLE 32: UK Recent Past, Current & Future Analysis for CRM Analytics by Segment - Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments - Independent Analysis of Annual Sales in US$ Million for the Years 2023 through 2030 and % CAGR
    • TABLE 33: UK 7-Year Perspective for CRM Analytics by Segment - Percentage Breakdown of Value Sales for Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments for the Years 2024 & 2030
  • REST OF EUROPE
    • TABLE 34: Rest of Europe Recent Past, Current & Future Analysis for CRM Analytics by Segment - Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments - Independent Analysis of Annual Sales in US$ Million for the Years 2023 through 2030 and % CAGR
    • TABLE 35: Rest of Europe 7-Year Perspective for CRM Analytics by Segment - Percentage Breakdown of Value Sales for Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments for the Years 2024 & 2030
  • ASIA-PACIFIC
    • CRM Analytics Market Presence - Strong/Active/Niche/Trivial - Key Competitors in Asia-Pacific for 2024 (E)
    • TABLE 36: Asia-Pacific Recent Past, Current & Future Analysis for CRM Analytics by Segment - Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments - Independent Analysis of Annual Sales in US$ Million for the Years 2023 through 2030 and % CAGR
    • TABLE 37: Asia-Pacific 7-Year Perspective for CRM Analytics by Segment - Percentage Breakdown of Value Sales for Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments for the Years 2024 & 2030
  • REST OF WORLD
    • TABLE 38: Rest of World Recent Past, Current & Future Analysis for CRM Analytics by Segment - Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments - Independent Analysis of Annual Sales in US$ Million for the Years 2023 through 2030 and % CAGR
    • TABLE 39: Rest of World 7-Year Perspective for CRM Analytics by Segment - Percentage Breakdown of Value Sales for Sales & Marketing Analytics, Contact Center Analytics, Customer Analytics, Social Media Analytics and Other Segments for the Years 2024 & 2030

IV. COMPETITION