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SQM (サービス品質管理) ・CEM (顧客経験管理) の世界市場:2015〜2019年

Global SQM and CEM Market 2015-2019

発行 TechNavio (Infiniti Research Ltd.) 商品コード 325511
出版日 ページ情報 英文 83 Pages
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SQM (サービス品質管理) ・CEM (顧客経験管理) の世界市場:2015〜2019年 Global SQM and CEM Market 2015-2019
出版日: 2015年03月04日 ページ情報: 英文 83 Pages
概要

SQM (サービス品質管理) とは、商品の性能・サービスの効果に対する期待度を比較するために使われるツールです。サービス品質の向上は、その企業の評価引き上げや、市場競争力の維持に役立ちます。一方、CEM (顧客経験管理) は顧客分析のためのツールです。CEMを利用して、各企業は (様々な接点から) 顧客側の様々な側面について理解し、適切な経営判断を下すことができます。そして、CESを効果的に活用することで、各企業は顧客満足度を向上させ、ブランド・ロイヤルティを強化できます。変化の激しいビジネス環境で生き延びるためには、どの企業も顧客満足度を効果的に管理し、最高レベルの顧客満足度を達成した、と保障する必要があります。世界のSQM・CEM市場は2014〜2019年にかけて、14.25%の年平均成長率 (CAGR) で成長する見通しです。

当レポートでは、全世界のSQM (サービス品質管理) およびCEM (顧客経験管理) の市場について分析し、市場の概要や構造、市場規模の動向 (今後5年間の予測値)、用途別・技術別・地域別の詳細動向、市場の促進・抑制要因とその影響力、主要企業のプロファイル、今後の市場機会などを調査・考察しております。

第1章 エグゼクティブサマリー

第2章 略語リスト

第3章 調査範囲

  • 市場概要
  • 主な製品

第4章 市場調査手法

  • 市場調査プロセス
  • 調査手法

第5章 イントロダクション

第6章 市場説明

  • イントロダクション
    • SQM (サービス品質管理)
    • CEM (顧客経験管理)
  • CEMの進化
  • SQMのワークフロー
  • 顧客経験を最大化するためのステップ

第7章 市場情勢

  • 市場概要
  • 世界のSQMおよびCEM市場
  • ファイブフォース分析

第8章 用途別の市場区分

世界のSQM・CEM市場:用途別の区分 世界のSQM市場 世界のCEM市場

第9章 技術別の市場区分

  • 世界のCEM市場:技術別の区分
  • 世界のテキスト分析市場
  • 世界のWeb分析市場
  • 世界の音声分析市場
  • 世界の企業フィードバック管理市場

第10章 地域区分

第11章 購入基準

第12章 市場成長促進要因

第13章 成長促進要因とその影響

第14章 市場の課題

第15章 成長促進要因と課題の影響

第16章 市場動向

第17章 動向とその影響

第18章 ベンダー情勢

  • 競合シナリオ
  • ベンダー分析2014
  • その他の有力ベンダー

第19章 主要ベンダーの分析

  • Adobe
    • 主要データ
    • 事業概要
    • 部門別の市場収益額 (最新値)
    • 部門別の市場収益額 (前年度との比較)
    • 地域別の市場収益額 (最新値)
    • 事業戦略
    • 主な開発
    • SWOT分析
  • HP
  • IBM
  • Oracle

第20章 関連レポート

図表一覧

目次
Product Code: IRTNTR5377

About SQM and CEM

SQM is a tool used for comparing expectations with the performance of the product and service. Improved service quality increases the ranking of an organization and helps sustain in the competitive market. CEM is a management tool used to get insights about the customers, which helps organizations take right decisions with respect to their business. It tries to understand multiple aspects of the customer through touch points. Effective utilization of CEM helps enterprises in improving customer satisfaction and increasing brand loyalty. Companies need to manage customer experience effectively and ensure that they attain the maximum level of customer satisfaction to sustain the competition in this challenging business environment.

TechNavio's analysts forecast the Global SQM and CEM market to grow at a CAGR of 14.25 percent over the period 2014-2019.

Covered in this Report

This report covers the present scenario and the growth prospects of the Global SQM and CEM market for the period 2015-2019. To calculate the market size, the report considers revenue generated from sales of SQM and CEM tools to enterprises. It includes revenue generated from the sales of the following CEM tools:

  • Text analytics
  • Web analytics
  • Speech analytics
  • EFM

TechNavio's report, Global SQM and CEM Market 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers Europe, Latin America, North America, and the APAC and MEA regions; it also covers the Global SQM and CEM market landscape and its growth prospects in the coming years. The report includes a discussion of the key vendors operating in this market.

Key Regions

  • APAC
  • Europe
  • Latin America
  • MEA
  • North America

Key Vendors

  • Adobe Systems
  • HP
  • IBM
  • Oracle

Other Prominent Vendors

  • Amdocs
  • Attensity Group
  • CA Technologies
  • Chatterplug
  • ClickFox
  • Corsential
  • Egain Communications
  • Empathica
  • iPerceptions
  • Medallia
  • Microsoft
  • Riverstar Software
  • Webtrends

Market Driver

  • Growing Demand for Mobile Analytics
  • For a full, detailed list, view our report

Market Challenge

  • Difficulty in Handling Social Media
  • For a full, detailed list, view our report

Market Trend

  • Demand for Cross-channel Analytics
  • For a full, detailed list, view our report

Key Questions Answered in this Report

  • What will the market size be in 2019 and what will the growth rate be?
  • What are the key market trends?
  • What is driving this market?
  • What are the challenges to market growth?
  • Who are the key vendors in this market space?
  • What are the market opportunities and threats faced by the key vendors?
  • What are the strengths and weaknesses of the key vendors?

Table of Contents

01. Executive Summary

02. List of Abbreviations

03. Scope of the Report

  • 03.1. Market Overview
  • 03.2. Product Offerings

04. Market Research Methodology

  • 04.1. Market Research Process
  • 04.2. Research Methodology

05. Introduction

06. Market Description

  • 06.1. Introduction
    • 06.1.1. SQM
    • 06.1.2. CEM
  • 06.2. Evolution of CEM
  • 06.3. SQM Workflow
  • 06.4. Steps to Maximize Customer Experience

07. Market Landscape

  • 07.1. Market Overview
  • 07.2. Global SQM and CEM Market
  • 07.3. Five Forces Analysis

08. Market Segmentation by Application

    • 08.1.1. Global SQM and CEM Market Segmentation by Application 2014
    • 08.1.2. Global SQM Market
    • 08.1.3. Global CEM Market

09. Market Segmentation by Technology

  • 09.1. Global CEM Market Segmentation by technology 2014
  • 09.2. Global Text Analytics Market
  • 09.3. Global Web Analytics Market
  • 09.4. Global Speech Analytics Market
  • 09.5. Global Enterprise Feedback Management Market

10. Geographical Segmentation

11. Buying Criteria

12. Market Growth Drivers

13. Drivers and their Impact

14. Market Challenges

15. Impact of Drivers and Challenges

16. Market Trends

17. Trends and their Impact

18. Vendor Landscape

  • 18.1. Competitive Scenario
  • 18.2. Vendor Analysis 2014
  • 18.3. Other Prominent Vendors

19. Key Vendor Analysis

  • 19.1. Adobe
    • 19.1.1. Key Facts
    • 19.1.2. Business Overview
    • 19.1.3. Business Segmentation by Revenue 2013
    • 19.1.4. Business Segmentation by Revenue 2012 and 2013
    • 19.1.5. Geographical Segmentation by Revenue 2013
    • 19.1.6. Business Strategy
    • 19.1.7. Key Developments
    • 19.1.8. SWOT Analysis
  • 19.2. HP
    • 19.2.1. Key Facts
    • 19.2.2. Business Overview
    • 19.2.3. Business Segmentation by Revenue 2013
    • 19.2.4. Business Segmentation by Revenue 2012 and 2013
    • 19.2.5. Geographical Segmentation by Revenue 2013
    • 19.2.6. Business Strategy
    • 19.2.7. Recent Developments
    • 19.2.8. SWOT Analysis
  • 19.3. IBM
    • 19.3.1. Key Facts
    • 19.3.2. Business Description
    • 19.3.3. Business Segmentation
    • 19.3.4. Revenue Segmentation by Business Segment
    • 19.3.5. Revenue Segmentation by Business Operation
    • 19.3.6. Revenue Comparison of Business Segments 2012 and 2013
    • 19.3.7. Revenue Segmentation by Geography
    • 19.3.8. Business Strategy
    • 19.3.9. Key Developments
    • 19.3.10. SWOT Analysis
  • 19.4. Oracle
    • 19.4.1. Key Facts
    • 19.4.2. Business Overview
    • 19.4.3. Business Segmentation by Revenue 2013
    • 19.4.4. Business Segmentation by Revenue 2012 and 2013
    • 19.4.5. Geographical Segmentation by Revenue 2013
    • 19.4.6. Business Strategy
    • 19.4.7. Recent Developments
    • 19.4.8. SWOT Analysis

20. Other Reports in this Series

List of Exhibits

  • Exhibit 1: Market Research Methodology
  • Exhibit 2: SQM Touch Points
  • Exhibit 3: CEM Touch Points
  • Exhibit 4: Evolution of CEM
  • Exhibit 5: SQM Workflow
  • Exhibit 6: Steps to Maximize Customer Experience
  • Exhibit 7: Global SQM and CEM Market 2014-2019 US$ (billion)
  • Exhibit 8: Text Analytics Methods
  • Exhibit 9: Global SQM and CEM Market Segmentation by Application 2014
  • Exhibit 10: Global SQM and CEM Market Segmentation by Application 2014-2019
  • Exhibit 11: Global SQM Market 2014-2019 (US$ billion)
  • Exhibit 12: Global CEM Market 2014-2019 (US$ billion)
  • Exhibit 13: Global CEM Market Segmentation by Technology 2014
  • Exhibit 14: Global Text Analytics Market 2014-2019 (US$ billion)
  • Exhibit 15: Global Web Analytics Market 2014-2019 (US$ billion)
  • Exhibit 16: Global Speech Analytics Market 2014-2019 (US$ billion)
  • Exhibit 17: Global Enterprise Feedback Management Market 2014-2019 (US$ billion)
  • Exhibit 18: Global SQM and CEM Market by Geographical Segmentation 2014
  • Exhibit 19: Global SQM and CEM Market by Geographical Segmentation 2014-2019 (US$ billion)
  • Exhibit 20: Online and Offline Networks Analyzed by CEM Tools
  • Exhibit 21: Adobe Systems: Business Segmentation by Revenue 2013
  • Exhibit 22: Adobe Systems: Business Segmentation by Revenue 2012 and 2013 (US$ million)
  • Exhibit 23: Adobe Systems: Geographical Segmentation by Revenue 2013
  • Exhibit 24: HP: Business Segmentation by Revenue 2013
  • Exhibit 25: HP: Business Segmentation by Revenue 2012 and 2013 (US$ million)
  • Exhibit 26: HP: Geographical Segmentation by Revenue 2013
  • Exhibit 27: IBM: Business Segmentation
  • Exhibit 28: IBM: Revenue Segmentation by Business 2013
  • Exhibit 29: IBM: Revenue Segmentation 2013
  • Exhibit 30: IBM: Revenue Comparison of Business Segments 2012 and 2013 (US$ million)
  • Exhibit 31: IBM: Revenue Segmentation by Geography 2013
  • Exhibit 32: Oracle: Business Segmentation by Revenue 2013
  • Exhibit 33: Oracle: Business Segmentation by Revenue 2012 and 2013 (US$ billion)
  • Exhibit 34: Oracle: Geographical Segmentation by Revenue 2013
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