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Customer communications management (CCM) is a type of software that enables organizations for the management of customer communications across a variety of media. It includes email, printed documents, text messages, and web pages. In layman’s terms, customer communications management is described as an advanced derivative of enterprise content management (ECM) technology. CCM includes an automated process to deliver communication and to provide segmentation of messages as per different customer profiles and contexts. Customer communication management technology consists of various components including data extraction, transform & load software, data hygiene database software, document composition software, portal technology, email marketing software, printer management software, envelop inserter machine, etc.

The U.S. Customer Communication Management Market was estimated to account for US$ 683.2 Million in terms of value in 2021 and is predicted to grow at a CAGR of 12.1% during the forecast period (2022 to 2030).

Recent Developments:

  1. In April 2022, Newgen Software, a provider of low-code digital transformation platforms, launched OmniOMS 10.0, an updated version of Omnichannel Customer Engagement Platform (CCM). This upgraded version is able to boost employee productivity and minimize the dependency on costly IT resources. Also, it is able to empower customers further to create and manage end-to-end customer communications.
  2. In November 2020, Oracle introduced a new cloud-based customer experience (CX) management solution. As a result, this solution will help service providers to understand their customers patterns and preferences to provide their customers a better service.

Market Driver:                                                      

  • Advent of novel and cutting-edge communication channels has made customer communication more and more dynamic. Currently, various organizations are focused on diverse and different communication channels, in order to reinforce their presence across various platforms. As a result of this, customers can be connected across the world. Moreover, growing demand for customer communication systems across the globe. The U.S. is a major adopter and innovator in terms of technology adoption and supporting infrastructure, the region acts as a lucrative market for CCM as well. Hence, these factors are expected to drive the U.S. customer communication management market growth during the forecast period. For instance, EMC Corporation facilitates organizations to enhance and achieve an enterprise-wide strategy to augment their customer experience by providing a multi-channel customer communication management system. Apart from this, CCM software also enables organizations to easily and independently create and manage documents and templates.
  • CCM service providers are focused on delivering high-quality information to their users. Increasing technological advancements and high penetration of cloud technologies across various industries are boosting the demand for context-enriched information through social analytics. Moreover, growing demand for personalization in customer communication is expected to boost growth of the market in the near future. Increasing developments in the market, in order to accomplish a customer-centric approach, is expected to provide multi-channel output across the industries related to customer requirements. Hence, these factors are expected to drive the U.S. customer communication management market growth over the forecast period.

Restraint:

  • Security concerns regarding data for CCM software are expected to restrain growth of the U.S. customer communication management during the forecast period.
  • The lack of skilled professionals is expected to hamper the U.S. customer communication management market growth over the forecast period

U.S. Customer Communication Management Market - Impact of Coronavirus (Covid-19) Pandemic:

Due to the outbreak of the Covid-19 pandemic, almost every industry in the U.S. got significantly affected but Media and Communication companies are generally well-positioned. As CCM Software helps organizations for the management of customer communications across a variety of media that includes email, printed documents, etc. which influenced the growth of Customer Communication Management during the pandemic.

Market Trends

  • Increasing demand for customizable CCM solution

Customer communications management system simplifies and automates document-associated business procedures, in order to enhance business performance and efficiency. The demand for customized CCM solutions is increasingly rampant, as these solutions are designed to encounter the enterprise or departmental requirements. For instance, OpenText Exstream is a multichannel CCM solution, which has the capability to improve the customer experience with meaningful, relevant communications delivered through the customer's preferred channels such as email, web, SMS, and print. Apart from this, Exstream enables enterprises to produce fully customized high-volume bills & statements, on-demand marketing, and self-service web applications.

  • Growing emphasis on automated on-demand content delivery with the use of natural language processing

Natural language processing (NLP) is one of the critical components of artificial intelligence, which enables computer to understand the human speech. There is an increasing demand for NLP integrated CCM software from various sectors, in order to leverage numerous benefits of NLP. NLP, integrated with CCM, providers various advantages such as automatic summarization, coreference solution, and discourse analysis. Key players in the market are focused on integrating NLP with CCM, in order to provide enhanced services.

Market Opportunity:

  • The cloud-based platform is constantly evolving, which provides the deployment of software applications without the complexity and cost of managing and acquiring the underlying software and hardware layers. Small and mid-sized enterprises are laying emphasis on enhanced customer interactions, in order to add value to their offerings. CCM software platform is expected to evolve in a cloud-based environment to cater to the large enterprises as well as SMEs. As a result of this, enterprises are expected to switch to cloud environment, in order to inculcate flexibility in a communication system.
  • Banking, financial services, and insurance (BFSI) sector is increasingly adopting customer communication management platforms. This is done to enhance customer interaction and add value to the service portfolio. Various private, as well as government financial institutions, are focused on incorporating CCM software, in order to reduce operating costs and enhance customer service so that the organizations can focus on their core business. This, in turn, is expected to provide major growth opportunities over the forecast period.

Figure 1. U.S. Customer Communication Management Market, Revenue Share (%), By End-use Industry Segment, 2021

U.S. Customer Communication Management  | Coherent Market Insights

In U.S. Customer Communication Management Market, by End-use Industry segment, On-premises sub segment dominated the global market in 2021, accounting for 20.2% share in terms of value

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U.S. Customer Communication Management Market Report Coverage

Report Coverage Details
Base Year: 2021 Market Size in 2021: US$ 683.2 Mn
Historical Data for: 2017 to 2020 Forecast Period: 2022 to 2030
Forecast Period 2022 to 2030 CAGR: 12.4% 2030 Value Projection: US$ 1504.5 Mn
Geographies covered:
  • U.S.
Segments covered:
  • By Solution: Software Suite, Managed CCM Services, Other Services (Consulting, Integration, and Maintenance)
  • By Enterprise Size: Large Enterprises, Small and Medium Enterprises
  • By Deployment Model: On-premises, Cloud
  • By End-use Industry: Healthcare, BFSI, IT & Telecom, E-commerce and Retail, Hospitality and Travels, Government & Utilities, Others (Education, Entertainment, and Media)
Companies covered:

Newgen Software, Adobe Systems Inc., Xerox Corporation, Cincom Systems Inc., Pitney Bowes, Inc., Doxee S.p.A., Oracle Corporation, EMC Corporation (Dell), OpenText Corp., and HP Enterprise.

Growth Drivers:
  • Increasing focus on diverse and divergent communication channels is expected to drive growth of the U.S. customer communication market during the forecast period
  • Growing focus on context-enriched information and multi-channel output is expected to propel the U.S. customer communication management market growth over the forecast period
Restraints & Challenges:
  • Security concerns regarding data for CCM software are expected to restrain growth of the U.S. customer communication management during the forecast period.
  • Lack of skilled professionals is expected to hamper the U.S. customer communication management market growth over the forecast period

Figure 2: U.S. Customer Communication Management Market (US$ Mn) Analysis and Forecast, 2022 - 2030

U.S. Customer Communication Management  | Coherent Market Insights

U.S. Customer Communication Management Market was valued at US$ 683.2 Mn in 2021 and is expected to reach US$ 1504.5 Million by 2030, growing at a CAGR of 12.4 % between 2022 and 2030.         

Major players operating in the U.S. Customer Communication Management Market include Leading Companies active in the market include Newgen Software, Adobe Systems Inc., Xerox Corporation, Cincom Systems Inc., Pitney Bowes, Inc., Doxee S.p.A., Oracle Corporation, EMC Corporation (Dell), OpenText Corp., and HP Enterprise.

Customer communications management (CCM) is a type of software that enables organizations for the management of customer communications across a variety of media. It includes email, printed documents, text messages, and web pages. Customer communication management (CCM) enhances the creation, delivery, storage, and retrieval of outbound communications. This includes new product introductions, marketing, renewal notification, bill and payment notification, and claims correspondence and documentation. The CCM Software market has developed from the convergence of output management technologies and document composition & generation. Thus, the customer communication management market is expected to witness a paradigm shift in growth trends during the forecast period.

In 2021, U.S. Customer Communication Management Market is estimated to reach US$ 683.2 million in terms of value.

Market Dynamics

Advent of novel and cutting-edge communication channels has made customer communication more and more dynamic. Currently, various organizations are focused on diverse and different communication channels, in order to reinforce their presence across various platforms. As a result of this, customers can be connected across the world. Moreover, the growing focus on context-enriched information and multi-channel output. CCM service providers are focused on delivering high-quality information to their users. Increasing technological advancements and high penetration of cloud technologies across various industries are boosting the demand for context-enriched information through social analytics. Moreover, growing demand for personalization in customer communication is expected to boost growth of the market in the near future.

Key features of the study:

  • This report provides an in-depth analysis of U.S. Customer Communication Management Market size (US$ Million) and compound annual growth rate (CAGR %) for the forecast period (2022 to 2030), considering 2021 as the base year
  • It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrices for this market
  • This study also provides key insights about market drivers, restraints, opportunities, new product launches or approvals, regional outlook, and competitive strategies adopted by the leading  market players
  • It profiles leading players in the U.S. Customer Communication Management Market based on the following parameters – company overview, financial performance, product portfolio, geographical presence, market capital, key developments, strategies, and future plans
  • Key companies covered as a part of this study includes Newgen Software, Adobe Systems Inc., Xerox Corporation, Cincom Systems Inc., Pitney Bowes, Inc., Doxee S.p.A., Oracle Corporation, EMC Corporation (Dell), OpenText Corp., and HP Enterprise
  • Insights from this report would allow marketers and management authorities of companies to make informed decisions regarding future product launches, product upgrades, market expansion, and marketing tactics
  • The U.S. Customer Communication Management Market report caters to various stakeholders in this industry including investors, suppliers, managed service providers, third-party service providers, distributors, new entrants, and value-added resellers
  • Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the U.S. Customer Communication Management Market

Detailed Segmentation

  • U.S. Customer Communication Management Market, By Solution
    • Software Suite
    • Managed CCM Services
    • Other Services (Consulting, Integration, and Maintenance)
  •  U.S. Customer Communication Management Market, By Enterprise Size
    • Large Enterprises
    • Small and Medium Enterprises
  • U.S. Customer Communication Management Market, By Deployment Model
    • On-premise
    • Cloud
  • U.S. Customer Communication Management Market, By End-Use Industry
    • Healthcare
    • BFSI
    • IT & Telecom
    • E-commerce and Retail
    • Hospitality and Travels
    • Government & Utilities
    • Others (Education, Entertainment, and Media)
  • Company Profiles
    • Newgen Software*
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Key Strategies
      • Recent Developments
      • Future Plans
    • Adobe Systems Inc.
    • Xerox Corporation
    • Cincom Systems Inc.
    • Pitney Bowes, Inc.
    • Doxee S.p.A.
    • Oracle Corporation
    • EMC Corporation (Dell)
    • OpenText Corp.
    • HP Enterprise.

 “*” marked represents similar segmentation in other categories in the respective section.

Frequently Asked Questions

U.S. Customer Communication Management Market is expected to reach US$ 1504.5 Million by 2030.
The Market is expected to witness a CAGR of 12.4% during the forecast period (2022-2030).
Security concerns regarding data for CCM software is one of the major factors that is expected to hamper growth of the market over the forecast period.
Among End-use Industry, the IT & Telecom segment held the largest market share among the product type in 2021.
Key players operating in the Newgen Software, Adobe Systems Inc., Xerox Corporation, Cincom Systems Inc., Pitney Bowes, Inc., Doxee S.p.A., Oracle Corporation, EMC Corporation (Dell), OpenText Corp., and HP Enterprise.

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