|By PR Newswire||
|August 11, 2014 06:30 AM EDT||
DALLAS, Aug. 11, 2014 /PRNewswire-iReach/ -- The CEM market is segmented by type, touch point, organization size, vertical, and region. CEM is garnering increasing popularity mainly driven by the application of tools that are employed for analyzing customer feedback from various touch points, such as company websites, branch, web, mobile, and social media. CEM, as a concept, is gaining widespread adoption, since it enables companies to serve customers efficiently, thereby creating retention, reducing churn, and improving competitive abilities. Previously, several companies had begun to invest heavily on solutions that optimize interactions from the customer's perspective and thereby enhance customer loyalty. The growth of communication media majorly affects customer expectations and behavior, ultimately impacting end user experiences. The report has been segmented in such a way that it covers various forms of the market which include simple Customer Experience Management (CEM), Customer Relationship Management (CRM), Social Customer Relationship Management (SCRM), Social Customer Experience Management (SCEM), and Telco Customer Experience Management. CEM is a collection of process, which uses a variety of technologies to gather customer feedback, understand their expectations, and improve the overall customer experience through different touch points. The aim of CEM is to change customers from satisfied to loyal and to become promoted thereafter. The CEM market is segmented by type, touch point, organization size, vertical, and region. Complete report is available at http://www.rnrmarketresearch.com/customer-experience-management-market-voc-analytics-feedback-management-web-analytics-text-analytics-speech-analytics-advanced-technologies-touch-points-adoption-trends-market-size-foreca-market-report.html .
The report focuses on CEM for Telco providers by taking into consideration aspects of Service Quality Management, Service Level Agreement monitoring, service monitoring, fault management, and performance management with respect to network planning and network management.
Under types of CEM, the Y-o-Y growth rates of text analytics are expected to be the highest throughout the forecast period. Most organizations prefer to have this software as it identifies the general market trend of customer needs, discloses the early warnings, product problems, and customer suggestions for improvement in product lifecycle period that helps to improve customer experience. Thus, this software is extremely crucial for organizations to maintain a competitive edge over others. Companies like Adobe Systems Incorporated, Alcatel-Lucent, Amdocs Limited, Cisco Systems, Inc., Ericsson, Huawei, Hewlett-Packard Company, Ibm, Nokia Siemens Networks, and Oracle Corporation are profiled in this research available for purchase at http://www.rnrmarketresearch.com/contacts/purchase?rname=203111 .
Table of Content
1.1 Key Takeaways
1.2 Report Description
1.3 Markets Covered
1.5 Research Methodology
2 Executive Summary
2.2 Overall Market Size
3 Market Overview
3.1 Market Definition: Customer Experience Management
3.2 Evolution of CEM
3.3 Market Segmentation
3.4 Winning Imperatives
3.5 Market Dynamics
3.6 Impact Analysis of Dros
3.7 Business Value Analysis
3.8 Value Chain
4 CEM: Enterprise Need & Adoption Trends
4.2 Traditional Crm Vs CEM
4.3 Voice of Customer Analytics
4.4 Impact of Cloud
4.5 Social Influence in Customer Experience
4.6 Tools & Techniques
4.6.1 Feedback Management
4.6.2 Web Content Management
4.6.3 Targeting &Personalization
4.6.4 Web Analytics
4.6.5 E-Mail &Campaign Management
4.6.6 Translation & Localization Services
4.6.7 Customer Relationship Management
4.6.8 Integrated Voice Response Technology
4.6.9 Natural Language Processing
4.6.10 Machine Learning
4.6.11 Artificial Intelligence Technologies
4.6.12 Service Quality Management
4.6.13 Service Level Agreement Monitoring
4.6.14 Service Monitoring
4.6.15 Fault Management
4.6.16 Performance Management
5 CEM: Market Size & Forecast, By Type
5.2 By Enterprise Feedback Management
5.3 By Web Analytics
5.4 By Text Analytics
5.5 By Speech Analytics
6 Customer Experience Management: Market Size & Forecast, By Channel/Touch Point
6.2 By Company Website
6.3 By Branch/Store
6.4 By Web
6.5 By Call Center
6.6 By Mobile
6.7 By Social Media
7 Customer Experience Management: Market Size & Forecast, By Organization Size
7.2 Small &Medium Businesses
8 Customer Experience Management: Market Size & Forecast, By Vertical Segment
8.2 Communication Services
8.3 Public Sector, Energy,& Utilities
8.4 Banking, Finance,& Insurance
8.6 Automotive & Transportation
8.7 Consumer Goods & Retail
8.8 Media & Entertainment
8.9 Travel & Hospitality
9 Telco Customer Experience Management Through Network Management: Market Size & Forecast
9.2 Market Overview & Current Trends
9.3 Sqm & Sla Monitoring Trends
9.5 Telecom CEM Market Size & Forecasts By Region
10 Customer Experience Management: Market Size & Forecast, By Region
10.2 North America
10.2.2 North America Market Size & Forecast By Type
10.3 Latin America
10.3.2 Market Size & Forecast
10.4.1 Market Size & Forecast
10.5.1 APAC Market Size & Forecast By Type
10.6 Middle East & Africa
10.6.1 Market Size & Forecast
11 Customer Experience Management: Best Practices & Growth Factors
11.1 Consulting Services
11.1.1 Overall Approach
11.2 Customer Experience
11.2.1 Best Practices
11.2.2 Future Trends
11.3 Vertical Penetration
11.3.1 Growth Factors
11.3.2 Future Trends
11.4 Enterprise Adoption Roadmap
12 Competitive Landscape
12.1 Competitive Ecosystem
13 Company Profiles (Details include Overview, Product & Services, Strategy & Analyst Insights, Developments and Publisher View)
13.1 Adobe Systems Incorporated
13.3 Amdocs Limited
13.4 Cisco Systems, Inc.
13.7 Hewlett-Packard Company
13.9 Nokia Siemens Networks
13.10 Oracle Corporation
Priced at US$ 4650 for a single user PDF license, request a discount on this research at http://www.rnrmarketresearch.com/contacts/discount?rname=203111 .
Browse Related Reports :
Service Quality Management (SQM) and Telco Customer Experience Management (CEM) Market by Product Type (EFM, Web Analytics, Text Analytics, Speech Analytics) & Provider Type (ISP, TSP, MSP) – Global Advancements, Worldwide Forecasts & Analysis (2014-2019) is a July 2014 publication of 202 pages. This report helps to understand the competitor and gain more insights to better position their business. It has a section on competitive landscape, including competitor ecosystem, Mergers and Acquisitions (M&A), and Venture Capital (VC) funding. Companies profiled in this report include Adobe Systems, Amdocs, Alcatel Lucent, Cisco, Egain Corporation, Ericsson, HP, IBM, Nokia Siemens Network, and Oracle. Complete report is available at http://www.rnrmarketresearch.com/service-quality-management-sqm-and-telco-customer-experience-management-cem-market-by-product-type-efm-web-analytics-text-analytics-speech-analytics-provider-type-isp-tsp-msp-global-a-market-report.html .
Explore more reports on the Information Technology & Telecommunication at http://www.rnrmarketresearch.com/reports/information-technology-telecommunication .
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