EXECUTIVE SUMMARY
The Customer
Intelligence (CI) solution have become a mandate across industries. With
customers being empowered by the mobile and accessibility to internet, there
has been a start change in the behaviour patterns and the influencer which
helps them in purchasing any product or services. Increasing competition,
lowering margins, and the drive to know the customer more is urging enterprises
to go for CI solution. The market seeing introduction of more real-time
analysis feature, focus more on ease of usage and also more of visualization
features.
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Large vendors, as a
part of their expansion strategy, will continue to acquire small players in the
market. Solutions on cloud lowers the total cost of ownership, which is
encouraging enterprises to opt for these systems and become more competitive.
Enterprise should look
to adopt these applications as the implementation gives them the capability to
respond better to the dynamic environment by analysing historic data and real
time information about the market, which increases the overall flexibility and
improves efficiency of the enterprises.
The Global Customer Intelligence market is
expected to reach $4,892.0 million by 2020. The solution segment is expected to
grow at a CAGR of 17.6% whereas the services segment is expected to grow at a
CAGR of 27.0%. The healthcare & Lifesciences vertical segment is expected
to grow at a CAGR of 35.4 % and is the fastest growing vertical among other
verticals during the period of 2015-2020.
Customer intelligence
is the type of BI used for collection of the customer data and analyze it. It
is an emerging technology for better understanding of the customer experience
insights. It also offers organizations with financially accountable view of
their customer information. It helps organizations in understanding their top
customers with their improving financial performance. Businesses are using CI
as a method to understand what their customers are doing and why. Nowadays, CI
solutions are integrated with CRM software for better tracking and give
consolidated results.
The customer intelligence market is expected
to have a CAGR of 20.4% during the period 2015-2020, mainly driven by adoption of vertical
specific solution across end users. Telecom and retail segment are the major
end-user of the CI solution as they invest a lot in understanding their
customers. The global customer intelligence region market is analyzed by six
regions - North America, Western Europe, Asia-Pacific, Central Eastern Europe
(CEE), Middle East & Africa and Latin America. North America is the most
matured markets owing to its extensive infrastructure and the number of
companies investing in the market.
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One of the major trend
in the market is a swift transition from multi-channel customer engagement in
Omni-channel customer engagement. The customer's entire journey is tracked
across all channels in order to create a consistent, enhanced customer
experience. With the emergence of technologies like big data, advanced
analytics, which analyses information from multichannel (web, mobile
applications, social media, Voice over customer) in real-time to produce
customized offers in a split of a second. However, the lack of professionals to
understand the technology and use the customer data will impact the growth of
the market in the developing regions.
The organizations
adopt a customer intelligence solution to increase revenue share, attract new
customers, increase customer retention and modify or introduce new products,
optimize operations. Major capabilities of customer intelligence solution are
predictive analytics, decision management, real-time scoring, customer
engagement, cross-campaign optimization, customer lifetime value segmentation.
Some of the major market players include IBM, Oracle, Qilk, SAS, SAP, and
Tableau.
North America
Latin America
Western Europe
Central Eastern Europe
Middle East &
Africa
Asia-Pacific
Product Type:
Solution
Services
Deployment:
On-Premise
On-Cloud
Verticals:
Telecom
BFSI
Retail
Manufacturing
Healthcare & Life
Sciences
Media &
Entertainment
Travel and Tourism
Utilities
SAS Institute Inc.
Open Text Corporation
Qlik International AB
Verint Systems
Tableau Software
FICO
Information Builders
Inc
Angoss Software Corp
IBM
SAP
ORACLE
Microsoft Corporation
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Key Points in Table
of Contents
1
Industry Outlook
1.1 Industry Overview
1.2 Industry Trends
1.3 Pest Analysis
2
Report Outline
2.1 Report Scope
2.2 Report Summary
2.3 Research Methodology
2.4 Report Assumptions
3
Market Snapshot
3.1 TAM & SAM
3.2 Related Markets
4
Market Outlook
4.1 Market Overview
4.2 Market Segmentation
4.3 Market Trends & Impacts
4.4 Porters Five Forces
5
Market Characteristics
5.1 Evolution
5.2 Architecture
5.3 Market Dynamics
5.3.1 Drivers
5.3.1.1 Customer Centric Market
5.3.1.2 Social Media Revolution
5.3.1.3 Identifying Market Trends
5.3.2 Restrains
5.3.2.1 Lack of in House Expertise
5.3.2.2 Realization of ROI may not be Immediate
5.3.3 Opportunities
5.3.3.1 Explore into New Markets
5.3.3.2 Cross Sell & Up Sell
5.3.3.3 Marketing Optimizing
5.3.4 DRO - Impact Analysis
6
Product Type: Market Size & Analysis
6.1 Overview
6.2 Solution
6.2.1 Web Analytics
6.2.2 Social Media Analytics
6.2.3 Voice Analytics
6.2.4 Mobile Analytics
6.2.5 Others
6.3 Services
6.3.1 Consulting
6.3.2 Integration
6.3.3 Maintenance
7
Deployment: Market Size & Analysis
7.1 Overview
7.2 On-Premise
7.3 On-Cloud
8
Verticals : Market Size & Analysis
8.1 Overview
8.2 Telecom
8.2.1 Overview
8.2.2 Challenges
8.2.3 Customer Intelligence Impact
8.2.4 Market Size & Analysis
8.3 BFSI
8.3.1 Overview
8.3.2 Challenges
8.3.3 Customer Intelligence Impact
8.3.4 Market Size & Analysis
8.4 Retail
8.4.1 Overview
8.4.2 Challenges
8.4.3 Customer Intelligence Impact
8.4.4 Market Size & Analysis
8.5 Manufacturing
8.5.1 Overview
8.5.2 Challenges
8.5.3 Customer Intelligence Impact
8.5.4 Market Size & Analysis
8.6 Healthcare & Life Sciences
8.6.1 Overview
8.6.2 Challenges
8.6.3 Customer Intelligence Impact
8.6.4 Market Size & Analysis
8.7 Media & Entertainment
8.7.1 Overview
8.7.2 Challenges
8.7.3 Customer Intelligence Impact
8.7.4 Market Size & Analysis
8.8 Travel and Tourism
8.8.1 Overview
8.8.2 Challenges
8.8.3 Customer Intelligence Impact
8.8.4 Market Size & Analysis
8.9 Utilities
8.9.1 Overview
8.9.2 Challenges
8.9.3 Customer Intelligence Impact
8.9.4 Market Size & Analysis
8.10 Others
8.10.1 Overview
9
Regions: Market Size & Analysis
9.1 Overview
9.2 North America
9.2.1 Market Size & Analysis
9.3 Western Europe
9.3.1 Market Size & Analysis
9.4 APEJ
9.4.1 Market Size & Analysis
9.5 CEE
9.5.1 Market Size & Analysis
9.6 MEA
9.6.1 Market Size & Analysis
9.7 Latin America
9.7.1 Market Size & Analysis
10
Vendor Profiles: Market Size & Analysis
10.1 SAS Institute Inc.
10.1.1 Overview
10.1.2 Financial Health
10.1.3 Business Units
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