顧客関係管理 (CRM) の世界市場：成長機会 (2022年)

当レポートでは、世界の顧客関係管理 (CRM) の市場を調査し、市場の概要・背景、主な成長促進要因・抑制要因、主要インプラントおよびデバイスの技術分析、産業分析、成長機会の分析などをまとめています。

目次

戦略的必須要件

• 成長課題
• The Strategic Imperative 8 (TM)
• 戦略的必須要件トップ3の影響
• GrowthPipelineEngine (TM) を推進する成長機会

CRM市場：イントロダクション

• CRMとは？利点は?

カスタマージャーニーとカスタマージャーニーにおけるCRMプロセス

• 5つの購入段階にまたがる典型的なカスタマージャーニー
• カスタマージャーニーにおけるカスタマーアクションとCRMプロセス

CRM導入プロセス：ステップと課題

• CRM導入プロセス：従うべきステップ
• CRM導入の課題

デジタルトランスフォーメーションの課題

• CRM顧客が克服する必要のあるデジタルトランスフォーメーションの課題
• 技術の実装/デジタルトランスフォーメーションを成功させるための変更管理計画

市場成長の分析

• 今後1年間で注目すべきCRM動向
• 成長促進要因
• 成長抑制要因

顧客の展望

• 上位のビジネス目標
• 組織がデジタルトランスフォーメーション目標を達成できない理由
• IT部門が今後1年間に直面する主な課題
• 主な顧客の展望の洞察

CRMベンダー向けガイダンス

• 今後2年間のベンダーの重点分野

コンタクトセンターCRMとベンダースコーピング

• コンタクトセンターCRMとは？
• コンタクトセンターCRMとしての適性に基づくベンダースコーピング

CRM顧客への提言

• CRMソリューション投資の前に顧客が尋ねなければならない質問

成長機会の領域

• 成長機会：提携と買収
• 成長機会：産業固有のソリューション
• 成長機会：セキュリティおよびデータコンプライアンスへの焦点
• 関連の定義
• 図表リスト
• 免責事項

Uncap Future Growth Potential with CRM Technology

To deliver a great customer experience, organizations today want a single view of customers across all touchpoints, which can be achieved through customer relationship management (CRM) solutions. The goal for businesses is to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing, and loyalty-building interactions with their customers, and to apply it in their marketing and sales initiatives.

More customer actions will be captured by artificial intelligence (AI)-driven CRM systems to maximize value. Social media conversations, Internet of Things-connected products, and augmented and virtual reality will be deeply mined for insights, including improvements and anticipatory, intent-based, targeted offers.

CRM applications will become deeply integrated with adjacent marketing, sales, planning, and management solutions, and with digital channels to provide a unified customer and user experience at lower IT and vendor management costs.

This report discusses such noteworthy industry trends, key insights about the CRM software market, industry growth drivers and restraints, CRM solution vendors' focus, and growth opportunities.

In preparing this report, Frost & Sullivan conducted interviews with executives from the leading CRM solution providers across the globe. Unless otherwise noted, the opinions expressed in this assessment are those of Frost & Sullivan and have been developed through our research, interviews, and analysis. Frost & Sullivan has a global team of analysts and consultants who continuously research a wide range of markets across multiple sectors and geographies. As part of this ongoing research, we identify companies that are true industry leaders, delivering best practices in what we term growth, innovation, and leadership (GIL). These companies have a keen eye on the future and drive innovation that meets upcoming needs before they become commonly visible. They are often the first to market with new solutions. These service and solution providers focus on delivering the best products at optimal prices to maximize customer value and CX, and by doing so are growth leaders in their respective industries.

Table of Contents

Strategic Imperatives

• Why is it Increasingly Difficult to Grow?
• The Strategic Imperative 8™
• The Impact of the Top Three Strategic Imperatives on the Global Customer Relationship Management (CRM) Industry
• Growth Opportunities Fuel the Growth Pipeline Engine™

Introduction to the CRM Market

• What is CRM? What Are the Advantages?

Customer Journey and CRM Process Throughout the Journey

• A Typical Customer's Journey Mapped Across 5 Buying Stages
• Customer Actions and CRM Process through the Customer Journey

CRM Implementation Process: Steps and Challenges

• CRM Implementation Process: Steps to Follow
• CRM Implementation Challenges

Digital Transformation Challenges

• Digital Transformation Challenges that CRM Customers Need to Overcome
• Change Management Plan for Successful Technology Implementation/Digital Transformation

Market Growth Analysis

• CRM Trends to Watch Out for in the Next 1 Year
• Growth Drivers, 2022-2026
• Growth Restraints, 2022-2026

Customer Perspectives

• Top Business Goals
• Why Organizations Cannot Meet or Exceed Digital Transformation Goals
• Top Challenges that IT Department Will Face Over the Next Year
• Key Customer Perspective Insights
• Key Customer Perspective Insights (continued)

Guidance for CRM Vendors

• Focus Areas for Vendors for the Next 2 Years

Contact Center CRM and Vendor Scoping

• What is Contact Center CRM?
• Vendor Scoping Based on the Suitability as a Contact Center CRM

Guidance for CRM Customers

• Questions Customers Must Ask Before Investing in a CRM Solution

Growth Opportunity Universe,

• Growth Opportunity 1: Partnerships and Acquisitions
• Growth Opportunity 1: Partnerships and Acquisitions (continued)
• Growth Opportunity 2: Industry Specific Solutions
• Growth Opportunity 2: Industry Specific Solutions (continued)
• Growth Opportunity 3: Focus on Security and Data Compliance
• Growth Opportunity 3: Focus on Security and Data Compliance (continued)
• Relevant Definitions
• List of Exhibits
• Legal Disclaimer