According to a new market research report, “Customer Experience Management Market & [VOC Analytics, Feedback Management, Web Analytics, Text Analytics, Speech Analytics] Advanced Technologies, Touch Points, Adoption Trends, Market Size & Forecasts (2012 – 2017)”, published by MarketsandMarkets (www.marketsandmarkets.com), the total CEM and VoC Analytics market is expected to reach $6.61 billion by 2017 with a CAGR of 19.8%.
Browse 124 tables spread through 290 pages and in-depth TOC of “Customer Experience Management Market”
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CEM is a solution through which many organizations interact with their customers to understand their experiences related to specific products and services. CEM is done through different tools and techniques such as EFM, web analytics, text analysis, and speech analytics. It is the revolution step to connect the organizations with their customers. CEM blends customer satisfaction, loyalty, retention, relationship management, user experience, experiential marketing, and customer centricity.
CEM metrics are performance indicators which help to understand how the company is adopting different tools to accomplish customer needs. Companies rely on delighted customers to accomplish market growth while unhappy customers defect brand names and negatively impact business. A company that proactively plans for future growth should invest today to understand its customer experiences. CEM, with the ability to collect VOC and measure and report customer experience data, fills this gap effectively.
The global customer experience management market is expected to grow from $2.68 billion in 2012 to $6.61 billion by 2017, at an estimated CAGR of 19.8% between 2012 and 2017.
North America holds the largest share; i.e. 47.6% of the overall customer experience management market in 2012 at $1.28 billion; and is expected to reach $2.98 billion by 2017, at a CAGR of 18.5% between 2012 and 2017.
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This report analyzes the Global CEM & VoC Analytics market based on:
- Analytic types
- Consumer touch points
- Enterprise need and adoption trends
- Tools & techniques
- CEM & VoC Analytic trends and forecast 2012-2017 in terms of analytic types, touch point usage
- Industry and region specific market data for analytics and touch points
In addition to market sizes and forecasts, the report also provides a detailed analysis of the market trends and factors influencing market growth, offering in-depth geographic analysis of the CEM & VoC Analytics market in North America, Europe, Asia-Pacific, Latin America and Middle East & Africa. The report draws competitive landscape of the CEM & VoC Analytics market, providing an in-depth comparative analysis of the technological and marketing strategies. The key players will try to prove, in order to gain an edge over the competitors.
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