查看購物車
  • Simplified Chinese
  • English
  • Japanese
  • Korean
封面
市場調查報告書
商品編碼
1675709

SQM 和 CEM 市場按類型（企業回饋管理、Web 分析、文字分析、語音分析）、應用（中小型企業、大型企業）和地區分類 2025 年至 2033 年

SQM and CEM Market by Type (Enterprise Feedback Management, Web Analytics, Text Analytics, Speech Analytics), Application (Small and Medium Businesses, Larger Enterprises), and Region 2025-2033
出版日期: | 出版商: IMARC | 英文 149 Pages | 商品交期: 2-3個工作天內

價格

2024IMARC Group全球 SQM 和 CEM 市場規模達到 52 億美元。電信業的顯著成長、對基於雲端的解決方案的需求不斷成長、研發（R&D）活動的​​加強以及人工智慧（AI）和機器學習（ML）演算法的利用是推動市場發展的一些關鍵因素。

服務品質管理（SQM）和客戶體驗管理（CEM）是指組織用於了解與特定產品和服務相關的客戶體驗的技術解決方案。它涉及各種工具和技術的利用，例如網路分析、企業回饋管理 (EFM) 系統、客戶旅程地圖軟體和情緒分析工具。 SQM 和 CEM 被零售商、飯店、度假村、醫院、診所、銀行、保險公司、電子商務平台、軟體開發商和政府機構廣泛使用。它們提高營運效率、改善服務交付、提高客戶滿意度、確保一致的品質、減少人為錯誤並最佳化資源配置。 SQM 和 CFM 也有助於建立積極的品牌形象、提高客戶保留率、增加收入、實現更好的決策並獲得競爭優勢。因此，SQM 和 CEM 在汽車、電信、醫療保健、飯店、銀行、金融服務和保險 (BFSI) 行業中得到廣泛應用。

SQM 和 CEM 市場趨勢：

電信業的顯著成長是推動市場成長的主要因素之一。 SQM 和 CEM 被電信服務供應商廣泛用於監控和衡量網路效能、提供個人化建議、最佳化客戶旅程、改善計費和支付流程、增強自助服務選項以及實施主動的客戶支援機制。此外，廣泛利用 SQM 和 CEM 來改善服務、促進以客戶為中心的文化、提供相關溝通並提供無縫的多通路體驗，正在對市場成長產生積極影響。除此之外，對具有成本效益、可擴展、提供遠端存取、確保更好的協作並提供增強的資料安全性的基於雲端的解決方案的需求不斷成長，有利於市場成長。此外，利用人工智慧 (AI) 和機器學習 (ML) 演算法來實現流程自動化、提供即時支援、個人化客戶體驗以及從大量客戶資料中獲取可操作的見解，正在對市場成長產生積極影響。除此之外，網站、行動應用程式和社交媒體等數位管道數量的不斷增加，也促進了對 SQM 和 CEM 的需求，以確保無縫的數位參與並在各種管道上提供一致的體驗。其他因素，包括快速的全球化活動、對數據驅動決策的不斷成長的需求以及組織對客戶保留的日益重視，預計將推動市場成長。

本報告回答的關鍵問題：

  • 全球 SQM 和 CEM 市場迄今表現如何？
  • 全球 SQM 和 CEM 市場有哪些促進因素、限制因素和機會？
  • 每個促進因素、限制因素和機會對全球 SQM 和 CEM 市場有何影響？
  • 主要的區域市場有哪些？
  • 哪些國家代表著最具吸引力的 SQM 和 CEM 市場？
  • 根據類型，市場區隔是怎樣的？
  • 在SQM和CEM市場上哪種類型最具吸引力？
  • 根據應用，市場區隔是怎樣的？
  • SQM 和 CEM 市場中最具吸引力的應用是什麼？
  • 全球SQM和CEM市場的競爭格局是怎麼樣的？
  • 全球 SQM 和 CEM 市場的主要參與者/公司有哪些？

目錄

第 1 章：前言

第 2 章：範圍與方法

  • 研究目標
  • 利害關係人
  • 資料來源
    • 主要來源
    • 次要來源
  • 市場評估
    • 自下而上的方法
    • 自上而下的方法
  • 預測方法

第 3 章：執行摘要

第 4 章：簡介

  • 概述
  • 主要行業趨勢

第 5 章：全球 SQM 與 CEM 市場

  • 市場概況
  • 市場表現
  • COVID-19 的影響
  • 市場預測

第6章：市場細分：依類型

  • 企業回饋管理
  • 網路分析
  • 文字分析
  • 語音分析

第7章：市場區隔：依應用

  • 中小企業
  • 大型企業

第 8 章：市場區隔：按地區

  • 北美洲
    • 美國
    • 加拿大
  • 亞太
    • 中國
    • 日本
    • 印度
    • 韓國
    • 澳洲
    • 印尼
    • 其他
  • 歐洲
    • 德國
    • 法國
    • 英國
    • 義大利
    • 西班牙
    • 俄羅斯
    • 其他
  • 拉丁美洲
    • 巴西
    • 墨西哥
    • 其他
  • 中東和非洲
    • 市場區隔：依國家

第9章：促進因素、限制因素與機遇

  • 概述
  • 驅動程式
  • 限制
  • 機會

第 10 章：價值鏈分析

第 11 章：波特五力分析

  • 概述
  • 買家的議價能力
  • 供應商的議價能力
  • 競爭程度
  • 新進入者的威脅
  • 替代品的威脅

第 12 章：價格分析

第 13 章：競爭格局

  • 市場結構
  • 關鍵參與者
  • 關鍵參與者簡介
    • Adobe Inc.
    • Amdocs
    • eGain Corporation
    • Medallia Inc.
    • Microsoft Corporation
Product Code: SR112025A7870

The global SQM and CEM market size reached USD 5.2 Billion in 2024. Looking forward, IMARC Group expects the market to reach USD 10.0 Billion by 2033, exhibiting a growth rate (CAGR) of 7.19% during 2025-2033. The significant growth in the telecommunication industry, growing demand for cloud-based solutions, enhanced research and development (R&D) activities, and the utilization of artificial intelligence (AI) and machine learning (ML) algorithms represent some of the key factors driving the market.

Service quality management (SQM) and customer experience management (CEM) refer to technological solutions used by organizations to understand customer experience related to specific products and services. It involves the utilization of various tools and techniques, such as web analytics, enterprise feedback management (EFM) systems, customer journey mapping software, and emotional analytics tools. SQM and CEM are widely used by retailers, hotels, resorts, hospitals, clinics, banks, insurance companies, e-commerce platforms, software developers, and government agencies. They enhance operational efficiency, improve service delivery, increase customer satisfaction, ensure consistent quality, reduce human errors, and optimize resource allocations. SQM and CFM also assist in building a positive brand image, improving customer retention, increasing revenue, enabling better decision-making, and gaining competitive advantages. As a result, SQM and CEM find extensive applications across the automotive, telecommunication, healthcare, hospitality, and banking, financial services, and insurance (BFSI) industries.

SQM and CEM Market Trends:

The significant growth in the telecommunication industry is one of the primary factors propelling the market growth. SQM and CEM are widely used by telecom service providers to monitor and measure network performance, provide personalized recommendations, optimize customer journeys, improve billing and payment processes, enhance self-servicing options, and implement proactive customer support mechanisms. Furthermore, the widespread utilization of SQM and CEM to improve services, promote customer-centric culture, offer relevant communications, and provide seamless multi-channel experience, is positively influencing the market growth. Apart from this, the growing demand for cloud-based solutions that are cost-effective, scalable, provide remote access, ensure better collaboration, and offer enhanced data security is favoring the market growth. Additionally, the utilization of artificial intelligence (AI) and machine learning (ML) algorithms to automate processes, provide instant support, personalize customer experiences, and derive actionable insights from large volumes of customer data is positively influencing the market growth. Apart from this, the rising number of digital channels, such as websites, mobile applications, and social media, is facilitating the demand for SQM and CEM to ensure seamless digital engagement and deliver consistent experiences across various channels. Other factors, including rapid globalization activities, increasing demand for data-driven decision-making, and the growing emphasis on customer retention among organizations, are anticipated to drive the market growth.

Key Market Segmentation:

Type Insights:

  • Enterprise Feedback Management
  • Web Analytics
  • Text Analytics
  • Speech Analytics

Application Insights:

  • Small and Medium Businesses
  • Larger Enterprises

Regional Insights:

  • North America
  • United States
  • Canada
  • Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Australia
  • Indonesia
  • Others
  • Europe
  • Germany
  • France
  • United Kingdom
  • Italy
  • Spain
  • Russia
  • Others
  • Latin America
  • Brazil
  • Mexico
  • Others
  • Middle East and Africa
  • The report has also provided a comprehensive analysis of all the major regional markets, which include North America (the United States and Canada); Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia, and others); Europe (Germany, France, the United Kingdom, Italy, Spain, Russia, and others); Latin America (Brazil, Mexico, and others); and the Middle East and Africa. According to the report, North America was the largest market for SQM and CEM. Some of the factors driving the North America SQM and CEM market included rapid globalization activities, increasing emphasis on customer-centric approaches, and various technological advancements.

Competitive Landscape:

  • The report has also provided a comprehensive analysis of the competitive landscape in the global SQM and CEM market. Detailed profiles of all major companies have been provided. Some of the companies covered include Adobe Inc., Amdocs, eGain Corporation, Medallia Inc., Microsoft Corporation, etc. Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.

Key Questions Answered in This Report:

  • How has the global SQM and CEM market performed so far, and how will it perform in the coming years?
  • What are the drivers, restraints, and opportunities in the global SQM and CEM market?
  • What is the impact of each driver, restraint, and opportunity on the global SQM and CEM market?
  • What are the key regional markets?
  • Which countries represent the most attractive SQM and CEM market?
  • What is the breakup of the market based on the type?
  • Which is the most attractive type in the SQM and CEM market?
  • What is the breakup of the market based on the application?
  • Which is the most attractive application in the SQM and CEM market?
  • What is the competitive structure of the global SQM and CEM market?
  • Who are the key players/companies in the global SQM and CEM market?

Table of Contents

1 Preface

2 Scope and Methodology

  • 2.1 Objectives of the Study
  • 2.2 Stakeholders
  • 2.3 Data Sources
    • 2.3.1 Primary Sources
    • 2.3.2 Secondary Sources
  • 2.4 Market Estimation
    • 2.4.1 Bottom-Up Approach
    • 2.4.2 Top-Down Approach
  • 2.5 Forecasting Methodology

3 Executive Summary

4 Introduction

  • 4.1 Overview
  • 4.2 Key Industry Trends

5 Global SQM and CEM Market

  • 5.1 Market Overview
  • 5.2 Market Performance
  • 5.3 Impact of COVID-19
  • 5.4 Market Forecast

6 Market Breakup by Type

  • 6.1 Enterprise Feedback Management
    • 6.1.1 Market Trends
    • 6.1.2 Market Forecast
  • 6.2 Web Analytics
    • 6.2.1 Market Trends
    • 6.2.2 Market Forecast
  • 6.3 Text Analytics
    • 6.3.1 Market Trends
    • 6.3.2 Market Forecast
  • 6.4 Speech Analytics
    • 6.4.1 Market Trends
    • 6.4.2 Market Forecast

7 Market Breakup by Application

  • 7.1 Small and Medium Businesses
    • 7.1.1 Market Trends
    • 7.1.2 Market Forecast
  • 7.2 Large Enterprises
    • 7.2.1 Market Trends
    • 7.2.2 Market Forecast

8 Market Breakup by Region

  • 8.1 North America
    • 8.1.1 United States
      • 8.1.1.1 Market Trends
      • 8.1.1.2 Market Forecast
    • 8.1.2 Canada
      • 8.1.2.1 Market Trends
      • 8.1.2.2 Market Forecast
  • 8.2 Asia-Pacific
    • 8.2.1 China
      • 8.2.1.1 Market Trends
      • 8.2.1.2 Market Forecast
    • 8.2.2 Japan
      • 8.2.2.1 Market Trends
      • 8.2.2.2 Market Forecast
    • 8.2.3 India
      • 8.2.3.1 Market Trends
      • 8.2.3.2 Market Forecast
    • 8.2.4 South Korea
      • 8.2.4.1 Market Trends
      • 8.2.4.2 Market Forecast
    • 8.2.5 Australia
      • 8.2.5.1 Market Trends
      • 8.2.5.2 Market Forecast
    • 8.2.6 Indonesia
      • 8.2.6.1 Market Trends
      • 8.2.6.2 Market Forecast
    • 8.2.7 Others
      • 8.2.7.1 Market Trends
      • 8.2.7.2 Market Forecast
  • 8.3 Europe
    • 8.3.1 Germany
      • 8.3.1.1 Market Trends
      • 8.3.1.2 Market Forecast
    • 8.3.2 France
      • 8.3.2.1 Market Trends
      • 8.3.2.2 Market Forecast
    • 8.3.3 United Kingdom
      • 8.3.3.1 Market Trends
      • 8.3.3.2 Market Forecast
    • 8.3.4 Italy
      • 8.3.4.1 Market Trends
      • 8.3.4.2 Market Forecast
    • 8.3.5 Spain
      • 8.3.5.1 Market Trends
      • 8.3.5.2 Market Forecast
    • 8.3.6 Russia
      • 8.3.6.1 Market Trends
      • 8.3.6.2 Market Forecast
    • 8.3.7 Others
      • 8.3.7.1 Market Trends
      • 8.3.7.2 Market Forecast
  • 8.4 Latin America
    • 8.4.1 Brazil
      • 8.4.1.1 Market Trends
      • 8.4.1.2 Market Forecast
    • 8.4.2 Mexico
      • 8.4.2.1 Market Trends
      • 8.4.2.2 Market Forecast
    • 8.4.3 Others
      • 8.4.3.1 Market Trends
      • 8.4.3.2 Market Forecast
  • 8.5 Middle East and Africa
    • 8.5.1 Market Trends
    • 8.5.2 Market Breakup by Country
    • 8.5.3 Market Forecast

9 Drivers, Restraints, and Opportunities

  • 9.1 Overview
  • 9.2 Drivers
  • 9.3 Restraints
  • 9.4 Opportunities

10 Value Chain Analysis

11 Porters Five Forces Analysis

  • 11.1 Overview
  • 11.2 Bargaining Power of Buyers
  • 11.3 Bargaining Power of Suppliers
  • 11.4 Degree of Competition
  • 11.5 Threat of New Entrants
  • 11.6 Threat of Substitutes

12 Price Analysis

13 Competitive Landscape

  • 13.1 Market Structure
  • 13.2 Key Players
  • 13.3 Profiles of Key Players
    • 13.3.1 Adobe Inc.
      • 13.3.1.1 Company Overview
      • 13.3.1.2 Product Portfolio
      • 13.3.1.3 Financials
      • 13.3.1.4 SWOT Analysis
    • 13.3.2 Amdocs
      • 13.3.2.1 Company Overview
      • 13.3.2.2 Product Portfolio
      • 13.3.2.3 Financials
    • 13.3.3 eGain Corporation
      • 13.3.3.1 Company Overview
      • 13.3.3.2 Product Portfolio
      • 13.3.3.3 Financials
    • 13.3.4 Medallia Inc.
      • 13.3.4.1 Company Overview
      • 13.3.4.2 Product Portfolio
    • 13.3.5 Microsoft Corporation
      • 13.3.5.1 Company Overview
      • 13.3.5.2 Product Portfolio
      • 13.3.5.3 Financials
      • 13.3.5.4 SWOT Analysis

Kindly note that this only represents a partial list of companies, and the complete list has been provided in the report.

List of Figures

  • Figure 1: Global: SQM and CEM Market: Major Drivers and Challenges
  • Figure 2: Global: SQM and CEM Market: Sales Value (in Billion USD), 2019-2024
  • Figure 3: Global: SQM and CEM Market Forecast: Sales Value (in Billion USD), 2025-2033
  • Figure 4: Global: SQM and CEM Market: Breakup by Type (in %), 2024
  • Figure 5: Global: SQM and CEM Market: Breakup by Application (in %), 2024
  • Figure 6: Global: SQM and CEM Market: Breakup by Region (in %), 2024
  • Figure 7: Global: SQM and CEM (Enterprise Feedback Management) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 8: Global: SQM and CEM (Enterprise Feedback Management) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 9: Global: SQM and CEM (Web Analytics) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 10: Global: SQM and CEM (Web Analytics) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 11: Global: SQM and CEM (Text Analytics) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 12: Global: SQM and CEM (Text Analytics) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 13: Global: SQM and CEM (Speech Analytics) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 14: Global: SQM and CEM (Speech Analytics) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 15: Global: SQM and CEM (Small and Medium Businesses) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 16: Global: SQM and CEM (Small and Medium Businesses) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 17: Global: SQM and CEM (Large Enterprises) Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 18: Global: SQM and CEM (Large Enterprises) Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 19: North America: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 20: North America: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 21: United States: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 22: United States: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 23: Canada: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 24: Canada: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 25: Asia-Pacific: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 26: Asia-Pacific: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 27: China: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 28: China: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 29: Japan: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 30: Japan: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 31: India: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 32: India: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 33: South Korea: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 34: South Korea: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 35: Australia: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 36: Australia: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 37: Indonesia: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 38: Indonesia: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 39: Others: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 40: Others: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 41: Europe: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 42: Europe: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 43: Germany: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 44: Germany: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 45: France: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 46: France: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 47: United Kingdom: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 48: United Kingdom: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 49: Italy: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 50: Italy: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 51: Spain: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 52: Spain: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 53: Russia: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 54: Russia: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 55: Others: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 56: Others: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 57: Latin America: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 58: Latin America: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 59: Brazil: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 60: Brazil: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 61: Mexico: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 62: Mexico: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 63: Others: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 64: Others: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 65: Middle East and Africa: SQM and CEM Market: Sales Value (in Million USD), 2019 & 2024
  • Figure 66: Middle East and Africa: SQM and CEM Market: Breakup by Country (in %), 2024
  • Figure 67: Middle East and Africa: SQM and CEM Market Forecast: Sales Value (in Million USD), 2025-2033
  • Figure 68: Global: SQM and CEM Industry: Drivers, Restraints, and Opportunities
  • Figure 69: Global: SQM and CEM Industry: Value Chain Analysis
  • Figure 70: Global: SQM and CEM Industry: Porter's Five Forces Analysis

List of Tables

  • Table 1: Global: SQM and CEM Market: Key Industry Highlights, 2024 & 2033
  • Table 2: Global: SQM and CEM Market Forecast: Breakup by Type (in Million USD), 2025-2033
  • Table 3: Global: SQM and CEM Market Forecast: Breakup by Application (in Million USD), 2025-2033
  • Table 4: Global: SQM and CEM Market Forecast: Breakup by Region (in Million USD), 2025-2033
  • Table 5: Global: SQM and CEM Market: Competitive Structure
  • Table 6: Global: SQM and CEM Market: Key Players