North America Customer Communications Management Market By Component, By Organization Size, By Deployment Mode, By End User, By Country, Growth Potential, Industry Analysis Report and Forecast, 2021 - 2027

North America Customer Communications Management Market By Component, By Organization Size, By Deployment Mode, By End User, By Country, Growth Potential, Industry Analysis Report and Forecast, 2021 - 2027

  • May 2021 •
  • 109 pages •
  • Report ID: 6131566 •
  • Format: PDF
The North America Customer Communications Management Market would witness market growth of 10.2% CAGR during the forecast period (2021-2027).

Customer communications management (CCM) refers to a strategy that helps in enhancing outbound and interactive communications. It also helps in improving the delivery, creation, retrieval and storage of outbound & interactive communications. CCM software assists an enterprise to compose, format, personalize and deliver content collected from a wide range of sources like websites into electronic & physical communications between the company and its customers. This software also helps companies in target communications via a broad range of media like mobile, social media sites, SMS, email and print media.

The growing improvements in the functionalities of multi-channel marketing and customer experience management are significantly fuelling the growth of the CCM market. In addition, the rising utilization of analytics & mobility for customer communication management would also spur the growth of the market. The CCM platform is utilized in the creation and multi-channel delivery of interactive, batch, and on-demand communications. It further assists companies to improve customer experience and contribute to the growth of the company in the highly competitive environment.

North America is estimated to procure a significant growth rate during the forecast period. It is due to the factors like increasing adoption rate of various latest technologies. In addition, aspects like growing usage of the latest technologies like machine learning & industrial automation and the growing digitalization across companies in this region are anticipated to fuel the growth of the regional market.

In addition, North America is emerging as the hub for numerous industrial verticals like IT & Telecom, healthcare and energy & utility industry. These industrial verticals have a huge customer base that is anticipated to open new lucrative opportunities for the CCM vendors in the market. Several enterprises in North America are utilizing various digital channels like social media, call centers, web portals, and mobile phones, to collect customers’ feedback. Hence, it is estimated to boost the regional market of CCM.

The US market dominated the North America Customer Communications Management Services Market by Country 2020, and would continue to be a dominant market till 2027. The Canada market is experiencing a CAGR of 15.2% during (2021 - 2027). Additionally, The Mexico market would witness a CAGR of 14.3% during (2021 - 2027).

Based on Component, the market is segmented into Solution and Services. Based on Organization Size, the market is segmented into Large Enterprises and Small & Medium Enterprises. Based on Deployment Mode, the market is segmented into On-premise and Cloud. Based on End User, the market is segmented into IT & Telecom, Retail & eCommerce, BFSI, Healthcare, Energy & Utilities, Government & Defense and Others. Based on countries, the market is segmented into U.S., Mexico, Canada, and Rest of North America.

The market research report covers the analysis of key stake holders of the market. Key companies profiled in the report include Adobe, Inc., Oracle Corporation, Capgemini SE, Newgen Software Technologies Limited, OpenText Corporation, Zendesk, Inc., Hyland Software, Inc., Quadient SA, PLDT, Inc. (Smart Communications, Inc.), and ISIS Papyrus Europe AG.

Scope of the Study

Market Segments covered in the Report:

By Component

• Solution

• Services

By Organization Size

• Large Enterprises

• Small & Medium Enterprises

By Deployment Mode

• On-premise

• Cloud

By End User

• IT & Telecom

• Retail & eCommerce


• Healthcare

• Energy & Utilities

• Government & Defense

• Others

By Country

• US

• Canada

• Mexico

• Rest of North America

Companies Profiled

• Adobe, Inc.

• Oracle Corporation

• Capgemini SE

• Newgen Software Technologies Limited

• OpenText Corporation

• Zendesk, Inc.

• Hyland Software, Inc.

• Quadient SA

• PLDT, Inc. (Smart Communications, Inc.)

• ISIS Papyrus Europe AG

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