HOME Top Market Reports Customer Analytics Market by Solution (Data Management/ ETL, Analytical Tools/ Modules, Voice of Customer, Social Media Analytical Tools, Web Analytical Tools, Dashboard and Reporting) - Global Forecasts and Analysis (2014 - 2019)

Customer Analytics Market by Solution (Data Management/ ETL, Analytical Tools/ Modules, Voice of Customer, Social Media Analytical Tools, Web Analytical Tools, Dashboard and Reporting) - Global Forecasts and Analysis (2014 - 2019)

By: marketsandmarkets.com
Publishing Date: November 2014
Report Code: TC 2946

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Today, the organizations are flooded with big data which in turn is visualized simultaneously as an opportunity and a challenge. On one hand, the opportunity is that the organizations can enhance their customer relationship and proliferation of revenue by analyzing the data so as to predict the customer behavior. On the other hand, the challenge faced by the organizations is to interpret what data to be scrutinized and what can be ignored; and that is where the role of customer analytics comes into picture. This report provides details about the strengths and weaknesses of customer analytics market along with the forecasting of market growth in the years to come.

Businesses catering to a number of different industries such as transportation, travel, entertainment, utilities, retail and consumer goods, and others are continuously getting digitalized. The digitalization is attributed to the rising awareness among the consumers to make easy purchases on the go, which saves ample time. The volume, velocity, and variety of the big data generated through multiple customer touch are massive. The analysis of such a huge data comes as a competitive advantage for an organization. If the organization is capable of analyzing the data faster and apply the acumens intermittently to their Customer Relationship Management (CRM), marketing optimization solutions, and campaigning management applications, then it will realize the benefits over firms that are clinched into seasonal campaigns, lack or slow in analyzing customer behavior data. In such case, the customer analytics market solutions help the organizations to focus on thorough evaluation of the customer behavioral data and apply the knowledge to the marketing actions.

Customer analytics is the systematic analysis of the customer insights which succor an organization to identify and target the superlative customer for the marketing programs, customer behavioral prediction, customer retention, maximizing the customer lifecycle value, and gaining customer loyalty. The data optimization is done by the combination of process and technologies such as behavioral analysis, sentiment analysis over social media, predictive modeling, segmentation, and data visualization and reporting.

Actuate Software Corporation, Angoss Software Corporation, Fair Isaac Corporation (FICO), IBM Corporation, Oracle Corporation, Pitney Bowes, SAP AG, SAS Institute, TEOCO Corporation, and Verint System are some of the leading vendors in the customer analytics market. These vendors cater the solutions for various customer analysis methods such as customer acquisition, segmentation, attrition, cross-sell/up-sell, behavioral, pattern, and such others.

MarketsandMarkets has segmented the global customer analytics market by solution, service, deployment model, organization size, vertical, and region.

On the basis of solution:

The customer analytics market is segmented on the basis of solutions such as data management/Extract, Transform, and Load (ETL), analytical tools/modules, social media analytical tools, Voice of Customer (VOC), web analytical tools, and dashboard and reporting.

On the basis of service:

This market is segmented on the basis of solutions into professional services and support and maintenance services.

On the basis of deployment model:

This market is segmented on the basis of deployment models which includes on-premises deployment and cloud deployment.

On the basis of organization size:

The global customer analytics market is segmented on the basis of organization size which includes Small and Medium Businesses (SMBs) and large enterprises.

On the basis of vertical:

This market is segmented on the basis of verticals which includes BFSI, wholesale and retail, telecommunication and IT, utilities, healthcare, travel and hospitality, transportation and logistics, media and entertainment, manufacturing, and others (includes real estate sector, oil and gas, and energy sector).

On the basis of region:

Geographical regions are classified into North America (NA), Europe, Latin America (LA), Asia-Pacific (APAC), and Middle East and Africa (MEA).

Table of Contents 
 
1 Introduction (Page No. - 13)
    1.1 Objectives of the Study
    1.2 Market Definition
    1.3 Market Scope
          1.3.1 Market Covered
          1.3.2 Years
          1.3.3 Currency
          1.3.4 Package Size
          1.3.5 Limitation
    1.4 Stakeholders
 
2 Research Methodology (Page No. - 17)
    2.1 Research Data
          2.1.1 Secondary Data
                   2.1.1.1 Key Data Taken From Secondary Sources
          2.1.2 Primary Data
                   2.1.2.1 Key Data Taken From Primary Sources
                   2.1.2.2 Key Industry Insight
                   2.1.2.3 Breakdown of Primaries
    2.2 Market Size Estimation
    2.3 Market Breakdown and Data Triangulation
          2.3.1 Assumptions

3 Executive Summary (Page No. - 24)

4 Premium Insights (Page No. - 28)
    4.1 Attractive Market Opportunities 
    4.2 Lifecycle Analysis, By Regions
    4.3 Market Investment Scenario
    4.4 Product Growth Matrix
    4.5 Regional Adoption Scenario

5 Market Overview (Page No. - 32)
    5.1 Introduction
    5.2 Market Segmentation
          5.2.1 Market By Solution
          5.2.2 Market By Service
          5.2.3 Market By Deployment Model
          5.2.4 Market By Organization Size
          5.2.5 Market By Vertical
          5.2.6 Market By Region
    5.3 Market Dynamics
          5.3.1 Drives
                   5.3.1.1 Changing Landscape of Business Intelligence and Big Data
                   5.3.1.2 Increased Spending Over Analytics
                   5.3.1.3 Increasing Social Media Consumers
          5.3.2 Restraints
                   5.3.2.1 Lack of Skilled Expertise Over Analytics
          5.3.3 Opportunities
                   5.3.3.1 Customer Insights to Anticipate Customer Needs
                   5.3.3.2 Integration Across Multiple Functions and Channels
                   5.3.3.3 Operationalization of Insights
                   5.3.3.4 Increasing Cloud Adoption Trend
          5.3.4 Challenges
                   5.3.4.1 Data Security and Privacy Concern
                   5.3.4.2 Embed Customer Analytics Into Frontline Operation

6 Industry Trends (Page No. - 40)
    6.1 Value Chain
    6.2 Ecosystem
    6.3 Porterís Five Analysis
          6.3.1 Threat From New Entrants
          6.3.2 Threat From Substitute
          6.3.3 Bargaining Power of Suppliers
          6.3.4 Bargaining Power of Buyers
          6.3.5 Intensity of Rivalry
    6.4 Strategic Benchmarking

7 Customer Analytics Market By Solution (Page No. - 46)
    7.1 Introduction
    7.2 Data Management/Extract, Transform and Load (ETL)
    7.3 Analytical Tools/Modules
    7.4 Social Media Analytical Tools
    7.5 Voice of Customer (VOC)
    7.6 Web Analytical Tools
    7.7 Dashboard and Reporting Tools

8 Customer Analytics: Market By Service (Page No. - 56)
    8.1 Introduction
    8.2 Professional Services
    8.3 Support and Maintenance Services

9 Customer Analytics Market By Deployment Model (Page No. - 60)
    9.1 Introduction
    9.2 On-Premises Deployment
    9.3 Cloud Deployment

10 Customer Analytics: Market By Organization Size (Page No. - 64)
     10.1 Introduction
     10.2 Small Medium Business (SMBS)
     10.3 Large Enterprises

11 Customer Analytics Market By Vertical (Page No. - 68)
     11.1 Introduction
     11.2 BFSI
     11.3 Wholesale and Retail
     11.4 Telecommunication and IT
     11.5 Utilities
     11.6 Healthcare
     11.7 Travel and Hospitality
     11.8 Transportation and Logistic
     11.9 Media and Entertainment
     11.10 Manufacturing
     11.11 Others

12 Customer Analytics Market By Region (Page No. - 89)
     12.1 Introduction
     12.2 North America (NA)
     12.3 Europe
     12.4 Asia-Pacific (APAC)
     12.5 Middle-East and Africa (MEA)
     12.6 Latin America (LA)

13 Competitive Landscape (Page No. - 98)
     13.1 Overview
     13.2 Mergers and Acquisitions
     13.3 Venture Fundings

14 Company Profile (Page No. - 104)
     14.1 Actuate Software Corporation
             14.1.1 Business Overview
             14.1.2 Products and Services
             14.1.3 Key Strategies
             14.1.4 Recent Development
             14.1.5 MNM View
     14.2 Angoss Software Corporation
             14.2.1 Business Overview
             14.2.2 Product and Services
             14.2.3 Strategies and Insights
             14.2.4 Recent Developments
             14.2.5 SWOT Analysis
             14.2.6 MNM View
     14.3 Fair Isaac Corporation (FICO)
             14.3.1 Business Overview
             14.3.2 Products & Services
             14.3.3 Key Strategy
             14.3.4 Recent Developments
             14.3.5 SWOT Analysis
             14.3.6 MNM View
     14.4 International Business Machine (IBM)
             14.4.1 Business Overview
             14.4.2 Products and Services
             14.4.3 Strategies and Insights
             14.4.4 Recent Developments
             14.4.5 SWOT Analysis
             14.4.6 MNM View
     14.5 Oracle Corporation
             14.5.1 Business Overview
             14.5.2 Products and Services
             14.5.3 Key Strategy
             14.5.4 Recent Developments
             14.5.5 SWOT Analysis
             14.5.6 MNM View
     14.6 Pitney Bowes Inc.
             14.6.1 Business Overview
             14.6.2 Products and Services
             14.6.3 Key Strategy
             14.6.4 Recent Development
             14.6.5 SWOT Analysis
             14.6.6 MNM View
     14.7 SAP AG
             14.7.1 Business Overview
             14.7.2 Product and Services
             14.7.3 Strategies and Insights
             14.7.4 Recent Development
             14.7.5 SWOT Analysis
             14.7.6 MNM View
     14.8 SAS Institute Inc.
             14.8.1 Business Overview
             14.8.2 Products and Services
             14.8.3 Strategies and Insights
             14.8.4 SWOT Analysis
             14.8.5 MNM View
     14.9 Teoco Corporation
             14.9.1 Business Overview
             14.9.2 Products and Services
             14.9.3 Key Strategy
             14.9.4 Recent Development
             14.9.5 MNM View
     14.10 Verint System Inc.
             14.10.1 Business Overview
             14.10.2 Products and Services
             14.10.3 Key Strategy
             14.10.4 Recent Development
             14.10.5 MNM View

15 Appendix (Page No. - 134)
     15.1 Discussion Guide
     15.2 Introducing RT: Real-Time Market Intelligence
     15.3 Available Customizations
     15.4 Related Reports
 
 
List of Tables (73 Tables) 
 
Table 1 Customer Analytics Overall Market Size, 2014-2019 ($ Million)
Table 2 Customer Analytics Market Size, By Solutions, 2014-2019 ($ Million)
Table 3 Customer Analytics: Market Growth, By Solution, 2014-2019 (Y-O-Y %)
Table 4 Customer Analytics Solution Market Size, By Regions, 2014-2019 ($Million)
Table 5 Data Management/ETL Solution Market Size, By Regions, 2014-2019 ($ Million)
Table 6 Analytical Tools/ Modules Market Size, By Regions, 2014-2019 ($ Million)
Table 7 Social Media Analytical Tools Market Size, By Regions, 2014-2019 ($ Million)
Table 8 VOC Market Size, By Regions, 2014-2019 ($ Million)
Table 9 Web Analytical Tools Market Size, By Regions, 2014-2019 ($ Million)
Table 10 Dashboard and Reporting Tools Market Size, By Regions, 2014-2019 ($ Million)
Table 11 Customer Analytics Market Size, By Services, 2014-2019 ($ Million)
Table 12 Customer Analytics: Market Growth, By Services, 2014-2019 (Y-O-Y %)
Table 13 Customer Analytics Services Market Size, By Regions, 2014-2019 ($ Million)
Table 14 Professional Services Market Size, By Regions, 2014-2019 ($ Million)
Table 15 Support and Maintenance Services Market Size, By Regions, 2014-2019 ($ Million)
Table 16 Customer Analytics: Market Size, By Deployment Models, 2014-2019 ($ Million)
Table 17 Market Growth, By Deployments, 2014-2019 (Y-O-Y %)
Table 18 On-Premises Deployment Models Market Size, By Regions, 2014-2019 ($ Million)
Table 19 Cloud Deployment Market Size, By Regions, 2014-2019 ($ Million)
Table 20 Customer Analytics: Market Size, By Organization Size, 2014-2019 ($ Million)
Table 21 Market Growth Rate, By Organization Size, 2014-2019 (Y-O-Y %)
Table 22 SMBS Market Size, By Regions, 2014-2019 ($ Million)
Table 23 Large Enterprises Market Size, By Regions, 2014-2019 ($ Million)
Table 24 Customer Analytics Market Size, By Verticals, 2014-2019 ($ Million)
Table 25 Market Growth Rate, By Verticals, 2014-2019 (Y-O-Y %)
Table 26 BFSI Market Size, By Solutions, 2014-2019 ($ Million)
Table 27 BFSI Market Size, By Services, 2014-2019 ($ Million)
Table 28 BFSI Market Size, By Deployment Models, 2014-2019 ($ Million)
Table 29 BFSI Market Size, By Organization Size, 2014-2019 ($ Million)
Table 30 Wholesale and Retail Market Size, By Solutions, 2014-2019 ($ Million)
Table 31 Wholesale and Retail Market Size, By Services, 2014-2019 ($ Million)
Table 32 Wholesale and Retail Market Size, By Deployment Models, 2014-2019 ($ Million)
Table 33 Wholesale and Retail Market Size, By Organization Size, 2014-2019 ($ Million)
Table 34 Telecommunication and IT Market Size, By Solutions, 2014-2019 ($ Million)
Table 35 Telecommunication and IT Market Size, By Services, 2014-2019 ($ Million)
Table 36 Telecommunication and IT Market Size, By Deployment Models, 2014-2019 ($ Million)
Table 37 Telecommunication and IT Market Size, By Organization Size, 2014-2019 ($ Million)
Table 38 Utilities Market Size, By Solutions, 2014-2019 ($ Million)
Table 39 Utilities Market Size, By Services, 2014-2019 ($ Million)
Table 40 Utilities Market Size, By Deployment Models, 2014-2019 ($ Million)
Table 41 Utilities Market Size, By Organization Size, 2014-2019 ($ Million)
Table 42 Healthcare Market Size, By Solutions, 2014-2019 ($ Million)
Table 43 Healthcare Market Size, By Services, 2014-2019 ($ Million)
Table 44 Healthcare Market Size, By Deployment Models, 2014-2019 ($ Million)
Table 45 Healthcare Market Size, By Organization Size, 2014-2019 ($ Million)
Table 46 Travel and Hospitality Market Size, By Solutions, 2014-2019 ($ Million)
Table 47 Travel and Hospitality Market Size, By Services, 2014-2019 ($ Million)
Table 48 Travel and Hospitality Market Size, By Deployment Models, 2014-2019 ($ Million)
Table 49 Travel and Hospitality Market Size, By Organization Size, 2014-2019 ($ Million)
Table 50 Transportation and Logistic Market Size, By Solutions, 2014-2019 ($ Million)
Table 51 Transportation and Logistic Market Size, By Services, 2014-2019 ($ Million)
Table 52 Transportation and Logistic Market Size, By Deployment Models, 2014-2019 ($ Million)
Table 53 Transportation and Logistic Market Size, By Organization Size, 2014-2019 ($ Million)
Table 54 Media and Entertainment Market Size, By Solutions, 2014-2019 ($ Million)
Table 55 Media and Entertainment Market Size, By Services, 2014-2019 ($ Million)
Table 56 Media and Entertainment Market Size, By Deployment Models, 2014-2019 ($ Million)
Table 57 Media and Entertainment Market Size, By Organization Size, 2014-2019 ($ Million)
Table 58 Manufacturing Market Size, By Solutions, 2014-2019 ($ Million)
Table 59 Manufacturing Market Size, By Services, 2014-2019 ($ Million)
Table 60 Manufacturing Market Size, By Deployment Models, 2014-2019 ($ Million)
Table 61 Manufacturing Market Size, By Organization Size, 2014-2019 ($ Million)
Table 62 Others Market Size, By Solutions, 2014-2019 ($ Million)
Table 63 Others Market Size, By Services, 2014-2019 ($ Million)
Table 64 Others Market Size, By Deployment Models, 2014-2019 ($ Million)
Table 65 Others Market Size, By Organization Size, 2014-2019 ($ Million)
Table 66 Customer Analytics Market Size, By Regions, 2014-2019 ($ Million)
Table 67 Market Growth, By Regions, 2014-2019 ($ Million)
Table 68 Customer Analytics: Market Size, By NA, 2014-2019 ($ Million)
Table 69 Market Size, By Europe, 2014-2019 ($ Million)
Table 70 Market Size, By APAC, 2014-2019 ($ Million)
Table 71 Market Size, By MEA, 2014-2019 ($ Million)
Table 72 Market Size, By LA, 2014-2019 ($ Million)
Table 73 Mergers and Acquisitions Ė
 
 
List of Figures (50 Figures)
 
Figure 1 Research Methodology
Figure 2 Market Size Estimation Methodology: Bottom-Up Approach
Figure 3 Market Size Estimation Methodology: Top-Down Approach
Figure 4 The Evolution of Analytics
Figure 5 NA Having the Highest Market Share for 2014 and APAC Shows the Highest Growth Rate for Year 2014-2019
Figure 6 Top Three Segment for Customer Analytics Market 2014-2019
Figure 7 Customer Analytics Overall Market Size and Growth Rate, 2014-2019 ($ Million, Y-O-Y %)
Figure 8 Attractive Market Opportunities in Customer Analytics Market
Figure 9 Lifecycle Analysis, By Regions: NA and Europe Soon to Enter in Exponential Growth Phase
Figure 10 Market Investment Scenario: APAC Rises as Best Opportunity Market for Next Five Years
Figure 11 New Revenue Pocket for Market Players
Figure 12 NA Commands Over the 34.82% Portion of the Market Share While the APAC Will Witnesses the Highest Growth in the Market
Figure 13 Workflow Model: Customer Analytics
Figure 14 Market Segmentation: By Solution
Figure 15 Market Segmentation: By Service
Figure 16 Market Segmentation: By Deployment Model
Figure 17 Market Segmentation: By Organization Size
Figure 18 Market Segmentation: By Vertical
Figure 19 Market Segmentation: By Region
Figure 20 Market Dynamics
Figure 21 Customer Analytics: Value Chain Analysis
Figure 22 Customer Analytics Ecosystem
Figure 23 Customer Analytics: Porterís Five Analysis
Figure 24 Strategic Benchmarking: Customer Analytics
Figure 25 Demand for Social Media Analytical Tools and VOC Pushing the Growth of Customer Analytics
Figure 26 Professional Service Leading the Customer Analytics Services Market
Figure 27 Customer Analytics Market, By Deployments Models Market Projection
Figure 28 Market By Organization Size Market Projection
Figure 29 Customer Analytics Market, By Verticals Market Projection
Figure 30 Parfait Chart: Customer Analytics, By Regions, 2014-2019
Figure 31 Regional Market Lifecycle: Customer Analytics, 2014
Figure 32 Companies Adopted Inorganic Growth Strategies Such as Acquisition and Agreements Over the Last Three Years
Figure 33 Competitive Analysis: Regional Market Share
Figure 34 Actuate Software Corporation: Business Overview
Figure 35 Angoss Software Corporation: Business Overview
Figure 36 SWOT Analysis
Figure 37 FICO: Business Overview
Figure 38 SWOT Analysis
Figure 39 IBM: Business Overview
Figure 40 SWOT Analysis
Figure 41 Oracle Corporation
Figure 42 SWOT Analysis
Figure 43 Pitney Bowes Inc.: Business Overview
Figure 44 SWOT Analysis
Figure 45 SAP AG: Business Overview
Figure 46 SWOT Analysis
Figure 47 SAS Institute Inc.: Business Overview
Figure 48 SWOT Analysis
Figure 49 Teoco Corporation: Business Overview
Figure 50 Verint System Inc.: Business Overview

The organizations across the world and across the industry sectors are revolutionizing their business approach from a customer-centric standpoint, accumulating vast amount of customer intelligence in the process. Accumulation of such data is performed via multi-channel sources; but harnessing this data torrent comes as huge challenge for an organization. Even after implementing sophisticated software systems to a portion of big data to generate feasible segments, many organizations are not able to find expected results. To overcome such challenge the six elements methodology is applied. The methodology customer analytics market consists of six elements: data, analysis, software, proficiencies, processes and strategy. And this could be applied only when all the elements involved are professionalized and interlinked. The data supporting the analysis has to be in a structured and in enriched form. Then the analysis part needs to be steadfast, shore up by the interactive and scalable software. The outcome of the analysis is then made available for the business decision and accessible at any time. Also the most important point to be noted here is to continuously feed the data for analysis from existing and new channels for better prediction of future trends. The customer analytics market working policy completely supports the six element methodology.

The software solutions in the customer analytics market provide analytical tools, features and processes that examine the customer centric data through descriptive and predictive analytical practices to pilot the customer faced applications. The solution allows an organization to analyze the customer interaction data to optimize the customer decisions and architect customer faced applications that drives customer acquisitions, loyalty, retention, attrition, cross-sell and up-sell, campaigns and many more marketing functionalities. The company that uses the customer analytics has fostered the detailed view of their customer. The data is accumulated from multiple touch points helps the business to analysis the buying and usage behavior of the product or service by a customer. The use of customer analytics has done a groundwork for targeted marketing, improving return on investments (ROI), systematic cross-selling through segmental analysis and deriving potential group of customers, reducing the customer churn and gaining customer loyalty to the brand, predicting the buying behavior of potential customers and acquisition of new once, and improving the decision making through interactive dashboard and reporting.

The customer analytics market solutions are being deployed in the industrial sector such as Healthcare, travel and hospitality, media and entertainment, transportation and logistics, Utilities, BFSI, manufacturing, and others (includes real estate sector, oil and gas, and energy sector), Telecommunication and IT, wholesale and retail, . The BFSI sector has the greatest analytical capabilities and also the media and entertainment industry has widely adopted the analytical tools. But the retail sector considered as the top vertical for obtaining the transaction data about the customer lags behind for the deployment of the Customer Analytics solutions. The challenging factors for the retail industry for deployment of Customer Analytics solution is the high initial cost of deployment and the lack of awareness about the technology.

The customer analytics market is expected be $1,623.2 million in 2014 and forecasted to be $4,054.9 million by 2019 with a compound annual growth rate (CAGR) of 20.1% for 2014 to 2019.

Global Customer Analytics: Market Size, by Region, 2014 - 2019 ($ Million)

Customer Analytics Market

E- Estimated; P-Projected

Sources: Related Research Publications, Government Publications, Company Press Releases, Company Annual Report, Company Websites, Company Publications, MarketsandMarkets Analysis

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