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Customer Intelligence Market, Solutions [Web Analytics, Social Media Analytics, Voice Analytics, Mobile Analytics], Services, Deployment, Industry Verticals, Regions, and Vendor Profiling – Global Market Drivers, Opportunities, Trends, and Forecasts, 2015-2020

  • March, 2016
  • Domain: ICT - Social, Mobile, Analytics & Cloud (SMAC),digital technologies
Pages: 128
Tables: 85
Charts: 70
Regions/Countries: 6/0
Companies: 12
Enquiry Hours: 10
  • Get Free 10% Customization in this Report


Overview

Customer Intelligence is a method of pooling and analyzing customer related data obtained both from internal and external sources to build better relationship with them. It improves strategic decision making in an organization. It is a developing technology used to gain insights on customer experience.

Organizations can gain access to key information related to their customers which has a direct financial bearing. Organisations use customer intelligence analytics to increase their market share, attract new customers, retain customers, modify or introduce new products and optimise operations.

Businesses are using customer intelligence tools to understand what their customers are doing and the reason behind it. Nowadays customer intelligence software is integrated with CRM software for better tracking and consolidated results.

Major capabilities of customer intelligence solution are predictive analytics, decision management, real-time scoring, customer engagement, cross-campaign optimisation, customer lifetime value segmentation.

One of the major trends in the Customer Intelligence Market is a swift transition from multi-channel customer engagement to Omni-channel customer engagement. The customer’s entire journey is tracked across all channels to create a consistent and enhanced customer experience. With the emergence of technologies like big data and advanced analytics one can analyse multichannel information (the web, mobile applications, social media, voice over customer) in real-time to produce customized offers.

The dearth of knowledgeable professional with adequate technology know-how will restrain the market growth.

Market Analysis

Customer Intelligence Market is expected to have a CAGR of 20.4% during the forecast period 2015–2020, mainly driven by adoption of vertical specific solution across end users. Telecom and retail segments are the major end-users of the CI solution as they invest a lot in understanding their customers.

Geographic segmentation

The Global Customer Intelligence market is analysed by six regions – North America, Western Europe, Asia Pacific, Central Eastern Europe (CEE), Middle East & Africa and Latin America. Each region is analyzed by technologies, services, and verticals.

North America is a mature market owing to its extensive infrastructure and the large number of companies investing in the North American market. The market has immense potential in the developing regions.

Segmentation by Verticals

The market is segmented by the following key end user verticals - Telecom, BFSI, Retail, Manufacturing, Healthcare & Life Sciences, Media & Entertainment, Travel & Tourism, Utilities and Others.

 

Segmentation by Solutions

The market is segmented by the following solution types – Web Analytics, Social-Media Analytics, Voice Analytics, Mobile Analytics and Others.

Segmentation by Services

The market is segmented by the following services – consulting, maintenance and integration.

Segmentation by Deployment Modes

The market is analyzed by On-premise and On-Cloud deployment modes.

Competitive Analysis

Current and predicted business strategies for the leading companies of the market. Total 12 companies are covered.

Key Vendors

The leading market participants are SAS, Open Text, Qlik, Verint, Tableau, FICO, Information Builders, Agnoss. These vendors offer customer analytics tools which help in gaining data insights, comprehend customer preferences and drive the marketing ROI.

Benefits

The report is of significance to the key stakeholders of the Customer Intelligence market such as solution providers, service providers, and technology enablers in the following ways:

  • Competitive analysis (i.e. current and future key business strategies of the competitors and their regional growth)

  • Drivers, growth opportunities, and regional customer intelligence trends


The report is an exhaustive global study about the Customer Intelligence Market in terms of the latest trends and technologies across all application verticals. The report gives information related to the latest industry and market trends, key stakeholders, industry pest analysis and competitive landscape. It also includes implementation, opportunities and adoption rate of customer intelligence in various industries.

Video:

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  1.  Industry Outlook

    1. Industry Overview

    2. Industry Trends

    3. Pest Analysis



  2. Customer Intelligence Market Report Outline

    1. Report Scope

    2. Report Summary

    3. Research Methodology

    4. Report Assumptions



  3. Customer Intelligence Market Snapshot

    1. TAM & SAM

    2. Related Markets



  4. Market Outlook

    1.   Market Overview

    2. Market Segmentation

    3. Market Trends & Impacts

    4. Porters Five Forces



  5. Customer Intelligence Market Characteristics

    1. Evolution

    2. Architecture

    3. Market Dynamics

      1. Drivers

        1. Customer Centric Market

        2.   Social Media Revolution

        3. Identifying Market Trends



      2. Restrains

        1. Lack of in House Expertise

        2. Realization of ROI may not be Immediate



      3. Opportunities

        1. Explore into New Markets

        2. Cross Sell & Up Sell

        3. Marketing Optimizing



      4. DRO - Impact Analysis





  6. Product Type: Market Size & Analysis

    1. Overview

    2. Solution

      1. Web Analytics

      2. Social Media Analytics

      3. Voice Analytics

      4. Mobile Analytics

      5. Others



    3. Services

      1. Consulting

      2. Integration

      3. Maintenance





  7. Deployment: Market Size & Analysis

    1. Overview

    2. On-Premise

    3. On-Cloud



  8. Verticals : Market Size & Analysis

    1. Overview

    2. Telecom

      1. Overview

      2. Challenges

      3. Customer Intelligence Impact

      4. Market Size & Analysis



    3. BFSI

      1. Overview

      2. Challenges

      3. Customer Intelligence Impact

      4. Market Size & Analysis



    4. Retail

      1. Overview

      2. Challenges

      3. Customer Intelligence Impact

      4. Market Size & Analysis



    5. Manufacturing

      1. Overview

      2. Challenges

      3. Customer Intelligence Impact

      4. Market Size & Analysis



    6. Healthcare & Life Sciences

      1. Overview

      2. Challenges

      3. Customer Intelligence Impact

      4. Market Size & Analysis



    7. Media & Entertainment

      1. Overview

      2. Challenges

      3. Customer Intelligence Impact

      4. Market Size & Analysis



    8. Travel and Tourism

      1. Overview

      2. Challenges

      3. Customer Intelligence Impact

      4. Market Size & Analysis



    9. Utilities

      1. Overview

      2. Challenges

      3. Customer Intelligence Impact

      4. Market Size & Analysis



    10. Others

      1. Overview





  9. Regions: Market Size & Analysis

    1. Overview

    2. North America

      1. Market Size & Analysis

      2. Western Europe



    3. Market Size & Analysis

    4. APEJ

      1. Market Size & Analysis



    5. CEE

      1. Market Size & Analysis



    6. MEA

      1. Market Size & Analysis



    7. Latin America

      1. Market Size & Analysis





  10. Vendor Profiles: Market Size & Analysis

    1. SAS Institute Inc.

      1. Overview

      2. Financial Health

      3. Business Units

        1. Overall

        2. Market Specific



      4. SWOT Analysis

      5. Key Business Priorities

      6. Business Strategy & Views



    2. Open Text Corporation

      1. Overview

      2. Financial Health

      3. Business Units

        1. Overall

        2. Market Specific



      4. SWOT Analysis

      5. Key Business Priorities

      6. Business Strategy & Views



    3. Qlik International AB

      1. Overview

      2. Financial Health

      3. Business Units

        1. Overall

        2. Market Specific



      4. SWOT Analysis

      5. Key Business Priorities

      6. Business Strategy & Views



    4. Verint Systems

      1. Overview

      2. Financial Health

      3. Business Units

        1. Overall

        2. Market Specific



      4. SWOT Analysis

      5. Key Business Priorities

      6. Business Strategy & Views



    5. Tableau Software

      1. Overview

      2.   Financial Health

      3. Business Units

        1. Overall

        2. Market Specific



      4.   SWOT Analysis

      5. Key Business Priorities

      6. Business Strategy & Views



    6. FICO

      1. Overview

      2. Financial Health

      3. Business Units

        1. Overall

        2. Market Specific



      4. SWOT Analysis

      5. Key Business Priorities

      6. Business Strategy & Views

      7. Information Builders Inc.

        1. Overview

        2. Business Units

          1. Overall

          2. Market Specific

          3. SWOT Analysis

          4. Key Business Priorities

          5. Business Strategy & Views





      8. Angoss Software Corp

        1. Overview

        2. Business Units

          1. Overall

          2. Market Specific

          3. SWOT Analysis

          4. Business Strategy & Views









  11. Global Generalist

    1. IBM

      1. Overview

      2. Key Offerings

      3. Objectives and Progress



    2. SAP

      1. Overview

      2. Key Offerings

      3. Objectives and Progress



    3. ORACLE

      1. Overview

      2. Key Offerings

      3. Objectives and Progress



    4. Microsoft Corporation

      1. Overview

      2. Key Offerings

      3. Objectives and Progress





  12. Customer Intelligence Market Competitive Landscape

  13. Competitor Comparison Analysis

    1. Solution Analysis by Verticals

    2. Solution Analysis by Regions

    3. Mergers & Acquisitions (M&A)
      Annexure
      Acronyms



Research Framework

Infoholic research works on a holistic 360° approach in order to deliver high quality, validated and reliable information in our market reports. The Market estimation and forecasting involves following steps:

  • Data Collation (Primary & Secondary)
  • In-house Estimation (Based on proprietary data bases and Models)
  • Market Triangulation
  • Forecasting

Market related information is congregated from both primary and secondary sources.

Primary sources

involved participants from all global stakeholders such as Solution providers, service providers, Industry associations, thought leaders etc. across levels such as CXOs, VPs and managers. Plus, our in-house industry experts having decades of industry experience contribute their consulting and advisory services.

Secondary sources

include public sources such as regulatory frameworks, government IT spending, government demographic indicators, industry association statistics, and company publications along with paid sources such as Factiva, OneSource, Bloomberg among others.

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