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SQM・CEM市場：タイプ別、アプリケーション別、地域別、2025-2033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
発行
IMARC
ページ情報
英文 149 Pages
納期
2～3営業日
カスタマイズ可能
価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=146.99円
SQM・CEM市場：タイプ別、アプリケーション別、地域別、2025-2033年
出版日: 2025年03月01日
発行: IMARC
ページ情報: 英文 149 Pages
納期: 2～3営業日
GIIご利用のメリット
  • 全表示
  • 概要
  • 図表
  • 目次
概要

SQM・CEM市場の世界市場規模は2024年に52億米ドルに達しました。今後、IMARC Groupは、2033年には100億米ドルに達し、2025～2033年の成長率（CAGR）は7.19％になると予測しています。通信業界の著しい成長、クラウドベースのソリューションに対する需要の高まり、研究開発（R&D）活動の強化、人工知能（AI）や機械学習（ML）アルゴリズムの活用などが、市場を牽引する主な要因となっています。

SQM（サービス品質管理）・CEM（顧客経験管理）は、特定の製品やサービスに関連する顧客経験を理解するために組織が使用する技術的ソリューションを指します。ウェブアナリティクス、企業フィードバック管理（EFM）システム、カスタマージャーニーマッピングソフトウェア、感情アナリティクスツールなど、さまざまなツールや技術の活用が含まれます。SQM・CEMは、小売業、ホテル、リゾート、病院、クリニック、銀行、保険会社、eコマースプラットフォーム、ソフトウェア開発、政府機関などで広く利用されています。業務効率の向上、サービス提供の改善、顧客満足度の向上、一貫した品質の確保、ヒューマンエラーの削減、リソース配分の最適化などを実現します。SQMとCFMはまた、ポジティブなブランドイメージの構築、顧客維持率の向上、収益の増加、より良い意思決定の実現、競合優位性の獲得にも役立ちます。その結果、SQM・CEMは、自動車、通信、ヘルスケア、ホスピタリティ、銀行、金融サービス、保険（BFSI）業界全体で幅広く活用されています。

SQM・CEM市場動向：

通信業界の著しい成長は、市場成長を促進する主な要因の1つです。SQM・CEMは、ネットワークパフォーマンスの監視と測定、パーソナライズされたレコメンデーションの提供、カスタマージャーニーの最適化、課金・決済プロセスの改善、セルフサービスオプションの強化、プロアクティブカスタマーサポートメカニズムの実装などに、通信サービスプロバイダーによって広く利用されています。さらに、サービス改善、顧客中心文化の促進、適切なコミュニケーションの提供、シームレスなマルチチャネル体験の提供のためにSQM・CEMが広く利用されていることが、市場成長にプラスの影響を与えています。これとは別に、費用対効果が高く、拡張性があり、リモートアクセスを提供し、より良いコラボレーションを保証し、データセキュリティを強化するクラウドベースのソリューションに対する需要の高まりが、市場の成長に好影響を与えています。さらに、人工知能（AI）と機械学習（ML）アルゴリズムを活用してプロセスを自動化し、即時サポートを提供し、顧客体験をパーソナライズし、大量の顧客データから実用的な洞察を導き出すことが、市場成長にプラスの影響を与えています。これとは別に、ウェブサイト、モバイルアプリケーション、ソーシャルメディアなどのデジタルチャネルの増加が、シームレスなデジタルエンゲージメントを確保し、さまざまなチャネルで一貫した体験を提供するためのSQM・CEMの需要を促進しています。その他の要因としては、急速な世界化活動、データ主導の意思決定に対する需要の高まり、組織における顧客維持の重視の高まりなどがあり、市場成長の原動力になると予測されます。

本レポートで扱う主な質問

  • 世界のSQM・CEM市場はこれまでどのように推移してきたか？
  • 世界のSQM・CEM市場における促進要因、抑制要因、機会は何か？
  • 各促進要因、抑制要因、機会が世界のSQM・CEM市場に与える影響は？
  • 主要な地域市場とは？
  • 最も魅力的なSQM・CEM市場はどの国か？
  • タイプ別の市場内訳は？
  • SQM・CEM市場で最も魅力的なタイプは？
  • アプリケーション別の市場内訳は？
  • SQM・CEM市場で最も魅力的なアプリケーションは？
  • 世界のSQM・CEM市場の競合構造は？
  • 世界のSQM・CEM市場における主要プレイヤー/企業は？

目次

第1章 序文

第2章 調査範囲と調査手法

  • 調査の目的
  • ステークホルダー
  • データソース
    • 一次情報
    • 二次情報
  • 市場推定
    • ボトムアップアプローチ
    • トップダウンアプローチ
  • 調査手法

第3章 エグゼクティブサマリー

第4章 イントロダクション

  • 概要
  • 主要業界動向

第5章 世界のSQM・CEM市場

  • 市場概要
  • 市場実績
  • COVID-19の影響
  • 市場予測

第6章 市場内訳：タイプ別

  • エンタープライズフィードバック管理
  • ウェブアナリティクス
  • テキストアナリティクス
  • 音声アナリティクス

第7章 市場内訳：アプリケーション別

  • 中小企業
  • 大企業

第8章 市場内訳：地域別

  • 北米
    • 米国
    • カナダ
  • アジア太平洋地域
    • 中国
    • 日本
    • インド
    • 韓国
    • オーストラリア
    • インドネシア
    • その他
  • 欧州
    • ドイツ
    • フランス
    • 英国
    • イタリア
    • スペイン
    • ロシア
    • その他
  • ラテンアメリカ
    • ブラジル
    • メキシコ
    • その他
  • 中東・アフリカ
    • 市場内訳：国別

第9章 促進要因・抑制要因・機会

  • 概要
  • 促進要因
  • 抑制要因
  • 機会

第10章 バリューチェーン分析

第11章 ポーターのファイブフォース分析

  • 概要
  • 買い手の交渉力
  • 供給企業の交渉力
  • 競合の程度
  • 新規参入業者の脅威
  • 代替品の脅威

第12章 価格分析

第13章 競合情勢

  • 市場構造
  • 主要企業
  • 主要企業のプロファイル
    • Adobe Inc.
    • Amdocs
    • eGain Corporation
    • Medallia Inc.
    • Microsoft Corporation
図表

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
目次
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.