SQM(サービス品質管理)及びCEM(顧客経験管理)ツールの世界市場2015-2019

◆英語タイトル:Global SQM and CEM Market 2015-2019
◆発行会社/調査会社:Technavio
◆商品コード:IRTNTR5377
◆発行日:2015年3月4日
◆調査対象地域:グローバル
◆産業分野:IT
◆ページ数:83
◆レポート言語:英語
◆レポート形式:pdf
◆納品方式:Eメール
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当調査レポートでは、SQM(サービス品質管理)及びCEM(顧客経験管理)ツールの世界市場について調査・分析し、エグゼクティブサマリー、市場概観、業界の構造分析、SQM(サービス品質管理)及びCEM(顧客経験管理)ツールの世界市場規模及び予測、用途別分析、技術別分析、地域別分析、購買基準、市場成長要因、市場の課題、市場動向、競争状況、主要企業(ベンダー)分析などの情報をお届けいたします。
*** レポート概要(サマリー)***

About SQM and CEM
SQM is a tool used for comparing expectations with the performance of the product and service. Improved service quality increases the ranking of an organization and helps sustain in the competitive market. CEM is a management tool used to get insights about the customers, which helps organizations take right decisions with respect to their business. It tries to understand multiple aspects of the customer through touch points. Effective utilization of CEM helps enterprises in improving customer satisfaction and increasing brand loyalty. Companies need to manage customer experience effectively and ensure that they attain the maximum level of customer satisfaction to sustain the competition in this challenging business environment.

TechNavio’s analysts forecast the Global SQM and CEM market to grow at a CAGR of 14.25 percent over the period 2014-2019.

[Covered in this Report]
This report covers the present scenario and the growth prospects of the Global SQM and CEM market for the period 2015-2019. To calculate the market size, the report considers revenue generated from sales of SQM and CEM tools to enterprises. It includes revenue generated from the sales of the following CEM tools:
• Text analytics
• Web analytics
• Speech analytics
• EFM

TechNavio’s report, Global SQM and CEM Market 2015-2019, has been prepared based on an in-depth market analysis with inputs from industry experts. The report covers Europe, Latin America, North America, and the APAC and MEA regions; it also covers the Global SQM and CEM market landscape and its growth prospects in the coming years. The report includes a discussion of the key vendors operating in this market.

[Key Regions]
• APAC
• Europe
• Latin America
• MEA
• North America

[Key Vendors]
• Adobe Systems
• HP
• IBM
• Oracle

[Other Prominent Vendors]
• Amdocs
• Attensity Group
• CA Technologies
• Chatterplug
• ClickFox
• Corsential
• Egain Communications
• Empathica
• iPerceptions
• Medallia
• Microsoft
• Riverstar Software
• Webtrends

[Market Driver]
• Growing Demand for Mobile Analytics
• For a full, detailed list, view our report

[Market Challenge]
• Difficulty in Handling Social Media
• For a full, detailed list, view our report

[Market Trend]
• Demand for Cross-channel Analytics
• For a full, detailed list, view our report

[Key Questions Answered in this Report]
• What will the market size be in 2019 and what will the growth rate be?
• What are the key market trends?
• What is driving this market?
• What are the challenges to market growth?
• Who are the key vendors in this market space?
• What are the market opportunities and threats faced by the key vendors?
• What are the strengths and weaknesses of the key vendors?

*** レポート目次(コンテンツ)***

01. Executive Summary

02.List of Abbreviations

03.Scope of the Report
03.1 Market Overview
03.2 Product Offerings

04.Market Research Methodology
04.1 Market Research Process
04.2 Research Methodology

05.Introduction

06.Market Description
06.1 Introduction
06.1.1 SQM
06.1.2 CEM
06.2 Evolution of CEM
06.3 SQM Workflow
06.4 Steps to Maximize Customer Experience

07.Market Landscape
07.1 Market Overview
07.2 Global SQM and CEM Market
07.3 Five Forces Analysis

08.Market Segmentation by Application
08.1.1 Global SQM and CEM Market Segmentation by Application 2014
08.1.2 Global SQM Market
08.1.3 Global CEM Market

09.Market Segmentation by Technology
09.1 Global CEM Market Segmentation by technology 2014
09.2 Global Text Analytics Market
09.3 Global Web Analytics Market
09.4 Global Speech Analytics Market
09.5 Global Enterprise Feedback Management Market

10.Geographical Segmentation

11.Buying Criteria

12.Market Growth Drivers

13.Drivers and their Impact

14.Market Challenges

15.Impact of Drivers and Challenges

16.Market Trends

17.Trends and their Impact

18.Vendor Landscape
18.1 Competitive Scenario
18.2 Vendor Analysis 2014
18.3 Other Prominent Vendors

19.Key Vendor Analysis
19.1 Adobe
19.1.1 Key Facts
19.1.2 Business Overview
19.1.3 Business Segmentation by Revenue 2013
19.1.4 Business Segmentation by Revenue 2012 and 2013
19.1.5 Geographical Segmentation by Revenue 2013
19.1.6 Business Strategy
19.1.7 Key Developments
19.1.8 SWOT Analysis
19.2 HP
19.2.1 Key Facts
19.2.2 Business Overview
19.2.3 Business Segmentation by Revenue 2013
19.2.4 Business Segmentation by Revenue 2012 and 2013
19.2.5 Geographical Segmentation by Revenue 2013
19.2.6 Business Strategy
19.2.7 Recent Developments
19.2.8 SWOT Analysis
19.3 IBM
19.3.1 Key Facts
19.3.2 Business Description
19.3.3 Business Segmentation
19.3.4 Revenue Segmentation by Business Segment
19.3.5 Revenue Segmentation by Business Operation
19.3.6 Revenue Comparison of Business Segments 2012 and 2013
19.3.7 Revenue Segmentation by Geography
19.3.8 Business Strategy
19.3.9 Key Developments
19.3.10 SWOT Analysis
19.4 Oracle
19.4.1 Key Facts
19.4.2 Business Overview
19.4.3 Business Segmentation by Revenue 2013
19.4.4 Business Segmentation by Revenue 2012 and 2013
19.4.5 Geographical Segmentation by Revenue 2013
19.4.6 Business Strategy
19.4.7 Recent Developments
19.4.8 SWOT Analysis

20.Other Reports in this Series

[List of Exhibits]

Exhibit 1: Market Research Methodology
Exhibit 2: SQM Touch Points
Exhibit 3: CEM Touch Points
Exhibit 4: Evolution of CEM
Exhibit 5: SQM Workflow
Exhibit 6: Steps to Maximize Customer Experience
Exhibit 7: Global SQM and CEM Market 2014-2019 US$ (billion)
Exhibit 8: Text Analytics Methods
Exhibit 9: Global SQM and CEM Market Segmentation by Application 2014
Exhibit 10: Global SQM and CEM Market Segmentation by Application 2014-2019
Exhibit 11: Global SQM Market 2014-2019 (US$ billion)
Exhibit 12: Global CEM Market 2014-2019 (US$ billion)
Exhibit 13: Global CEM Market Segmentation by Technology 2014
Exhibit 14: Global Text Analytics Market 2014-2019 (US$ billion)
Exhibit 15: Global Web Analytics Market 2014-2019 (US$ billion)
Exhibit 16: Global Speech Analytics Market 2014-2019 (US$ billion)
Exhibit 17: Global Enterprise Feedback Management Market 2014-2019 (US$ billion)
Exhibit 18: Global SQM and CEM Market by Geographical Segmentation 2014
Exhibit 19: Global SQM and CEM Market by Geographical Segmentation 2014-2019 (US$ billion)
Exhibit 20: Online and Offline Networks Analyzed by CEM Tools
Exhibit 21: Adobe Systems: Business Segmentation by Revenue 2013
Exhibit 22: Adobe Systems: Business Segmentation by Revenue 2012 and 2013 (US$ million)
Exhibit 23: Adobe Systems: Geographical Segmentation by Revenue 2013
Exhibit 24: HP: Business Segmentation by Revenue 2013
Exhibit 25: HP: Business Segmentation by Revenue 2012 and 2013 (US$ million)
Exhibit 26: HP: Geographical Segmentation by Revenue 2013
Exhibit 27: IBM: Business Segmentation
Exhibit 28: IBM: Revenue Segmentation by Business 2013
Exhibit 29: IBM: Revenue Segmentation 2013
Exhibit 30: IBM: Revenue Comparison of Business Segments 2012 and 2013 (US$ million)
Exhibit 31: IBM: Revenue Segmentation by Geography 2013
Exhibit 32: Oracle: Business Segmentation by Revenue 2013
Exhibit 33: Oracle: Business Segmentation by Revenue 2012 and 2013 (US$ billion)
Exhibit 34: Oracle: Geographical Segmentation by Revenue 2013



*** 掲載企業 ***

Adobe Systems , HP , IBM , Oracle , Amdocs , Attensity Group , CA Technologies , Chatterplug , ClickFox , Corsential , Egain Communications , Empathica , iPerceptions , Medallia , Microsoft, Riverstar Software, Webtrends

*** レポートのキーワード ***

SQMツール、サービス品質管理、CEMツール、顧客経験管理、テキスト分析ツール、ウェブ分析ツール、音声分析ツール、EFMツール

*** 調査方法 ***

一次資料による調査(業界専門家、ベンダー、代理店、顧客等を対象にしたデプスインタビュー調査など)及び二次資料による調査(Technavio独自のプラットフォーム、産業書籍、企業報告書、ニュース記事、アナリストレポート、貿易協会、政府機関発行データなど)

*** 免責事項 ***
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