市場シェアと予測：CRM顧客エンゲージメントセンター（CRM CEC）、2023～2028年、日本（2つのレポートのバンドル）

市場シェア

Quadrant Knowledge Solutionsの発表によると、日本のCRM顧客エンゲージメントセンター市場は2028年までに平均以上のCAGRを記録すると予測されます。

日本はCRM顧客エンゲージメントセンター（CRM CEC）市場で大幅な成長を遂げており、2028年までに平均を上回るCAGRが予測されています。今日の競争市場において、企業はテクノロジー、プロセス、管理ツールを駆使し、一貫した顧客体験を提供することで顧客の期待に応えています。企業が直面している最大の課題は、すべての部門で一貫したレベルのサービスを提供することです。また、即時性、個別対応、効率性など、顧客のニーズは高まっています。これは、企業が積極的なサポートを提供し、市場全体の変化と顧客の期待に応える付加価値サービスを提供するのに役立つCRM顧客エンゲージメントセンタープラットフォームを採用することで解決されます。

市場予測

Quadrant Knowledge Solutionsの予測によると、CRM顧客エンゲージメントセンター市場は2028年までに平均以上のCAGRを記録すると予測されます。

日本のCRM顧客エンゲージメントセンター市場の将来性は有望であり、力強い成長の持続が期待されます。AIを搭載したチャットボット、バーチャルアシスタント、自動化ツールは、CRM顧客エンゲージメントセンターへの統合が進んでいます。これらのテクノロジーは、パーソナライズされたカスタマー・インタラクションの提供、ルーチン・タスクの自動化、膨大なデータを分析してインサイトを導き出し、より良い顧客エンゲージメントの実現に役立っています。AIが進化し続ける中、CRMシステムへの統合は効率を高め、企業はよりプロアクティブで迅速な顧客サービスを提供できるようになります。オムニチャネルの顧客エンゲージメント：ソーシャルメディア、メッセージング・アプリ、電子メール、電話などのコミュニケーション・チャネルの急増に伴い、顧客は複数のチャネルにまたがるシームレスなインタラクションを期待しています。CRMシステムはオムニチャネル・エンゲージメントをサポートするように進化しており、あらゆるタッチポイントで一貫した統合されたインタラクションを実現しています。この動向は、様々なチャネルでサポートを提供するだけでなく、これらのチャネルにまたがる顧客とのインタラクションやデータの統一されたビューを確保することを含みます。企業は、顧客がどのチャネルを通じてエンゲージメントを選択するかにかかわらず、一貫性のあるパーソナライズされた体験を提供できるようにするテクノロジーに投資しています。

目次

Market Share:

第1章 エグゼクティブサマリー

• 主な調査結果
• 主要予測
• 主要動向
• 市場概要

第2章 市場概要

• 市場の定義と範囲
• 市場に影響を与える主な要因
• 促進要因と抑制要因

第3章 市場シェア分析

• 日本市場シェア
• 日本市場シェア：業界別
• 市場シェア：メディア・エンターテインメント
• 市場シェア：小売
• 市場シェア：BFSI
• 市場シェア：旅行・ホスピタリティ
• 市場シェア：教育
• 市場シェア：公共部門
• 市場シェア：ヘルスケア・ライフサイエンス
• 市場シェア：自動車
• 市場シェア：飲食品
• 日本市場シェア：展開タイプ別
• 市場シェア：オンプレミス
• 市場シェア：クラウド
• 日本市場シェア：顧客タイプ別
• 市場シェア：中小企業
• 市場シェア：大企業
• 市場シェア：エンタープライズ

第4章 企業プロファイル

• 会社概要
• アナリストの視点と分析

第5章 付録

• 調査手法

Market Forecast:

第1章 エグゼクティブサマリー

• 主要調査結果
• 主要予測
• 主要動向
• 市場概要

第2章 市場概要

• 市場の定義と範囲
• 市場に影響を与える主な要因
• 促進要因と抑制要因

第3章 市場予測分析

• 日本市場予測
• 日本市場予測：業界別
• 市場予測：メディア＆エンターテインメント
• 市場予測：小売
• 市場予測：BFSI
• 市場予測：旅行＆ホスピタリティ
• 市場予測：教育
• 市場予測：公共部門
• 市場予測：ヘルスケア＆ライフサイエンス
• 市場予測：自動車
• 市場予測：飲食品
• 日本市場予測：展開タイプ別
• 市場予測：オンプレミス
• 市場予測：クラウド
• 日本市場予測：顧客タイプ別
• 市場予測：中小企業
• 市場予測：大企業
• 市場予測：エンタープライズ

第4章 企業プロファイル

• 会社概要
• アナリストの視点と分析

第5章 付録

• 調査手法

LIST OF FIGURES

Market Share:

• Fig. 1 Market Share of CRM Customer Engagement Center Japan, 2023
• Fig. 2 Japan Market Share of CRM Customer Engagement Center IT & Telecom Industry, 2023
• Fig. 3 Japan Market Share of CRM Customer Engagement Center Banking & Financial Services Industry, 2023
• Fig. 4 Japan Market Share of CRM Customer Engagement Center Insurance Industry, 2023
• Fig. 5 Japan Market Share of CRM Customer Engagement Center Healthcare Industry, 2023
• Fig. 6 Japan Market Share of CRM Customer Engagement Center Government & Public Sector, 2023
• Fig. 7 Japan Market Share of CRM Customer Engagement Center Retail & eCommerce, 2023
• Fig. 8 Japan Market Share of CRM Customer Engagement Center Manufacturing, 2023
• Fig. 9 Japan Market Share of CRM Customer Engagement Center Hospitality, 2023
• Fig. 10 Japan Market Share of CRM Customer Engagement Center On-premises Deployment, 2023
• Fig. 11 Japan Market Share of CRM Customer Engagement Center Cloud Deployment, 2023
• Fig. 12 Japan Market Share of CRM Customer Engagement Center SMB Customers, 2023
• Fig. 13 Japan Market Share of CRM Customer Engagement Center Large Customers, 2023
• Fig. 14 Japan Market Share of CRM Customer Engagement Center Enterprise Customers, 2023

Market Forecast:

• Fig. 1 Market Forecast of CRM Customer Engagement Center Japan, 2024- 2028
• Fig. 2 Market Forecast of CRM Customer Engagement Center IT & Telecom Industry, 2024- 2028
• Fig. 3 Market Forecast of CRM Customer Engagement Center Banking & Financial Services Industry, 2024- 2028
• Fig. 4 Market Forecast of CRM Customer Engagement Center Insurance Industry, 2024- 2028
• Fig. 5 Market Forecast of CRM Customer Engagement Center Healthcare Industry, 2024- 2028
• Fig. 6 Market Forecast of CRM Customer Engagement Center Government & Public Sector, 2024- 2028
• Fig. 7 Market Forecast of CRM Customer Engagement Center Retail & eCommerce, 2024- 2028
• Fig. 8 Market Forecast of CRM Customer Engagement Center Manufacturing, 2024- 2028
• Fig. 9 Market Forecast of CRM Customer Engagement Center Hospitality, 2024- 2028
• Fig. 10 Market Forecast of CRM Customer Engagement Center On-premises Deployment, 2024- 2028
• Fig. 11 Market Forecast of CRM Customer Engagement Center Cloud Deployment, 2024- 2028
• Fig. 12 Market Forecast of CRM Customer Engagement Center SMB Customers, 2024- 2028
• Fig. 13 Market Forecast of CRM Customer Engagement Center Large Customers, 2024- 2028
• Fig. 14 Market Forecast of CRM Customer Engagement Center Enterprise Customers, 2024- 2028

This product includes two reports: Market Share and Market Forecast.

Market Share Description:

Quadrant Knowledge Solutions Reveals that CRM Customer Engagement Center Market is Projected to Register a CAGR of above average by 2028 in Japan.

Japan is experiencing substantial growth in the CRM Customer Engagement Center (CRM CEC) market, with an above-average CAGR projected by 2028. In today's competitive market, companies are making use of their technology, process and management tools to meet the customer's expectations by delivering a consistent customer experience. The biggest challenge that the companies are facing is to deliver a consistent level of service across all departments. And with customers' growing needs which include immediacy, personalized treatment, and efficiency. This is solved by adopting the CRM Customer Engagement Center platforms that helps businesses to deliver proactive support and offer extra value-added services to meet the overall market changes and customer expectations.

Quadrant Knowledge Solutions defines CRM Customer Engagement Center as "a centralised and integrated software solution for customer service and support. It offers both assisted and self-service assistance to consumers proactively and reactively by answering questions, resolving issues, and providing advice across several platforms. Customers receive personalised interactions and help with this application, which allows support personnel to reduce several redundant administrative tasks while also having access to collaborative tools and real-time analysis. On the whole, it enhances customer satisfaction, streamlines workflows, and supports strategies for building customer loyalty."

Market Forecast Description:

Quadrant Knowledge Solutions Reveals that CRM Customer Engagement Center Market is Projected to Register a CAGR of above average by 2028 in Japan.

The future of the CRM CEC market in Japan is promising, with expectations of sustained strong growth. AI-powered chatbots, virtual assistants, and automation tools are becoming increasingly integrated into CRM customer engagement centers. These technologies help in providing personalized customer interactions, automating routine tasks, and analyzing vast amounts of data to derive insights for better customer engagement. As AI continues to advance, its integration within CRM systems enhances efficiency and enables businesses to deliver more proactive and responsive customer service. Omnichannel Customer Engagement: With the proliferation of communication channels such as social media, messaging apps, email, and phone calls, customers expect seamless interactions across multiple channels. CRM systems are evolving to support omnichannel engagement, where interactions are consistent and integrated across all touchpoints. This trend involves not only providing support on various channels but also ensuring a unified view of customer interactions and data across these channels. Businesses are investing in technologies that enable them to deliver consistent and personalized experiences regardless of the channel through which customers choose to engage.

Quadrant Knowledge Solutions defines CRM Customer Engagement Center as "a centralised and integrated software solution for customer service and support. It offers both assisted and self-service assistance to consumers proactively and reactively by answering questions, resolving issues, and providing advice across several platforms. Customers receive personalised interactions and help with this application, which allows support personnel to reduce several redundant administrative tasks while also having access to collaborative tools and real-time analysis. On the whole, it enhances customer satisfaction, streamlines workflows, and supports strategies for building customer loyalty."

TABLE OF CONTENTS

Market Share:

Chapter 01: Executive Summary

• Key Research Findings
• Top Predictions
• Top Trends
• Market Summary

Chapter 02: Market Overview

• Market Definition and Scope
• Key Factors Impacting the Market
• Drivers & Restraints

Chapter 03: Market Share Analysis

• Japan Market Share
• Japan Market Share by Industry Verticals
• Market Share by Media & Entertainment
• Market Share by Retail
• Market Share by BFSI
• Market Share by Travel & Hospitality
• Market Share by Education
• Market Share by Public Sector
• Market Share by Healthcare & Life Science
• Market Share by Automotive
• Market Share by Food & Beverage
• Japan Market Share by Deployment Type
• Market Share by Deployment Type: On prem
• Market Share by Deployment Type: Cloud
• Japan Market Share by Customer Type
• Market Share by SMB
• Market Share by Large
• Market Share by Enterprise

Chapter 04: Company Profile

• Company Overview
• Analyst Perspectives and Analysis

Chapter 05: Appendix

• Research Methodologies

Market Forecast:

Chapter 01: Executive Summary

• Key Research Findings
• Top Predictions
• Top Trends
• Market Summary

Chapter 02: Market Overview

• Market Definition and Scope
• Key Factors Impacting the Market
• Drivers & Restraints

Chapter 03: Market Forecast Analysis

• Japan Market Forecast
• Japan Market Forecast by Industry Verticals
• Market Forecast by Media & Entertainment
• Market Forecast by Retail
• Market Forecast by BFSI
• Market Forecast by Travel & Hospitality
• Market Forecast by Education
• Market Forecast by Public Sector
• Market Forecast by Healthcare & Life Science
• Market Forecast by Automotive
• Market Forecast by Food & Beverage
• Japan Market Forecast by Deployment Type
• Market Forecast by Deployment Type: On prem
• Market Forecast by Deployment Type: Cloud
• Japan Market Forecast by Customer Type
• Market Forecast by SMB
• Market Forecast by Large
• Market Forecast by Enterprise

Chapter 04: Company Profile

• Company Overview
• Analyst Perspectives and Analysis

Chapter 05: Appendix

• Research Methodologies