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    Customer Communication Management Software Market

    ID: MRFR/ICT/7335-HCR
    141 Pages
    Shubham Munde
    October 2025

    Customer Communication Management Software Market Research Report Information By Component (Solution and Services [Professional, Managed]), Deployment (Cloud-Based and On-Premise), Organization Size (Large Enterprises and Small and Medium Enterprises), Vertical (BFSI, IT & Telecom, Hospitality & Travel. Media and Entertainment, Healthcare, Others), and By Region (North America, Europe, Asia-Pacific, Middle East & Africa, and South America) - Forecast till 2035

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    Customer Communication Management Software Market Infographic
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    Customer Communication Management Software Market Summary

    As per Market Research Future Analysis, the Customer Communication Management Software Market was valued at USD 1.63 billion in 2021 and is projected to grow from USD 1.83 billion in 2022 to USD 3.89 billion by 2030, with a CAGR of 9.9% during the forecast period. Key growth drivers include the demand for multi-channel marketing and enhanced customer experience management, alongside increased analytics and mobility usage. However, challenges such as data synchronization complexities and security issues may hinder growth. The integration of cloud-based technologies presents new opportunities in the market.

    Key Market Trends & Highlights

    The market is witnessing significant trends driven by technological advancements and changing consumer behaviors.

    • Market Size in 2021: USD 1.63 billion
    • Projected Market Size by 2030: USD 3.89 billion
    • CAGR from 2022 to 2030: 9.9%
    • Largest Market Share by Component: Solution segment

    Market Size & Forecast

    2021 Market Size USD 1.63 Billion
    2022 Market Size USD 1.83 Billion
    2030 Market Size USD 3.89 Billion
    CAGR (2022-2030) 9.9%

    Major Players

    Key players include EMC Corporation, Adobe Systems Inc., Open Text Corporation, Oracle Corporation, Xerox Corporation, and Newgen Software Technologies Limited.

    Customer Communication Management Software Market Trends

    Increased Usage of Analytics and Mobility for Customer Communication Management Software

    All companies have two topline objectives, regardless of industry, size, or business model: revenue growth and profitability. Hence, the metrics that companies gather for any business function, including customer communications management (CCM). In marketing, it is common to analyze conversion rates by testing user behaviors and comparing outcomes with methods such as A/B split testing and multivariate testing. Such analytics allow organizations to optimize a particular communication, focusing on metrics surrounding its content. This allows companies to track and maintain reporting information on how effective each iteration of communication is at achieving the desired goal.

    For example, a health insurer might focus on health literacy and readability. Whether the recipients understand the health advice their insurer is offering or if they know what behaviors they could change to head off preventable illnesses. If they do, they can save the insurance company (and themselves) money. If they find educational communications unappealing or incomprehensible, they will not take the desired actions.

    The evolution of customer communication management software is reshaping how organizations engage with their clientele, emphasizing the need for personalized and efficient interactions in an increasingly digital landscape.

    U.S. Department of Commerce

    Customer Communication Management Software Market Drivers

    Rising Demand for Personalized Communication

    The Global Customer Communication Management Software Market Industry experiences a notable surge in demand for personalized communication solutions. Organizations increasingly recognize the importance of tailored messaging to enhance customer engagement and satisfaction. This shift is driven by the need to address diverse customer preferences and behaviors. As a result, companies are investing in advanced software that enables them to create customized communications across various channels. The market is projected to reach 2.49 USD Billion in 2024, reflecting the growing emphasis on personalized interactions. This trend suggests that businesses are prioritizing customer-centric strategies to foster loyalty and drive revenue.

    Market Segment Insights

    Customer Communication Management Software Component Insights

    Based on the component, the customer communication management software market has been divided into solution and service. The service segment is further sub-segmented into professional services and managed services. The solution segment is anticipated to account for the largest market share and register the highest CAGR during the study period. Solutions such as document composition, printer management, data extraction, email marketing, SMS communication, and data analysis are being adopted at a rapid pace. This is driving the growth of the solution segment during the forecast period.

    FIGURE 2: CUSTOMER COMMUNICATION MANAGEMENT SOFTWARE MARKET SHARE BY COMPONENT 2021 (%)

    Source: Secondary Research, Primary Research, Market Research Future Database and Analyst Review

    Customer Communication Management Software Organization Size Insights

    Based on organization size, the customer communication management software market has been segmented into large enterprises and small & medium enterprises (SMEs). The large enterprises segment is anticipated to hold the largest market share, whereas the SMEs segment is expected to register the highest CAGR. SMEs are offering products that are more tailored towards the customer’s needs. The growth of SMEs has increased their spending on advanced technologies, such as AI, ML, and data analytics, to compete sustainably in the market and capture more opportunities.

    Implementing CCM solutions has become more plausible for these businesses and, hence, is rapidly adopting customer communication management software to provide more customer-centric products and services.

    Customer Communication Management Software Deployment Insights

    Based on deployment mode, the customer communication management software market has been segmented into cloud-based and on-premise. The on-premise segment account for the largest market share in 2021. On-premises deployment is widely used in verticals such as BFSI and government & defense, mainly to secure sensitive data, financial records, accounting information, and money transfers. On-premise deployment is a conventional approach to implementing CCM solutions across enterprises. Organizations where user credentials are vital for business operations prefer the on-premises deployment, as it provides them with the flexibility to control their IT systems.

    However, the cloud deployment segment is expected to grow at an exponential rate and have the highest CAGR during the study period. Cloud deployed solutions are being adopted owing to the lower cost of deployment and ownership. Furthermore, the scalability of cloud infrastructure allows customers to scale up or down depending upon business requirements.

    Customer Communication Management Software Vertical Insights

    Based on vertical, the customer communication management software market has been divided into BFSI, IT & telecom, healthcare, media & entertainment, travel & hospitality, and others. The IT & telecom segment is expected to hold the largest market share, whereas the BFSI segment is expected to have the highest CAGR. CCM solutions simplify IT infrastructure using a single, comprehensive solution for batch automation and interactive communications generation. Thus, companies can utilize data while creating documents, enabling them to create valuable content and contribute directly to the objectives of their customer experience strategy.

    The BFSI, media & entertainment, and healthcare verticals are focused on providing customized and personalized experiences to customers for achieving a competitive edge in the market.

    Get more detailed insights about Customer Communication Management Software Market Research Report - Global Forecast till 2030

    Regional Insights

    North America is likely to be the dominant regional market due to the faster adoption of innovative technologies in the US, Canada, and Mexico. This is mainly due to the region being one of the most technologically advanced regions with the presence of several market players such as Oracle Corporation and OpenText Corporation. The developed economies of the US and Canada with a high focus on customer service assurance and customer experience are early adopters of customer communication management software and hence help drive market growth in the region.

    The European market has been segmented into the UK, Germany, France, and the rest of Europe. The UK is projected to be the leading country-level market in the region, while Germany is anticipated to register the highest growth during the review period. Europe is expected to be a major market for the customer communication management software market due to the growing demand from the banking and services sectors. These sectors are expected to drive the market through a shift to customer-centric business practices.

    Asia-Pacific is likely to be the fastest-growing regional market during the forecast period. The regional market has been segmented into China, Japan, India, and the rest of Asia-Pacific. The regional market’s growth can be attributed to the rising adoption of emerging technologies such as business intelligence tools, cloud services, analytics, and rapid infrastructure development across various industry verticals. The growing utilization of technologies, for instance, mobility for customer relationship management and social media in the region, is expected to drive the market's growth.

    APAC is home to a large number of established Small and Medium-sized Enterprises (SMEs), which are growing at a laudable pace to cater to their large customer base. SMEs are rapidly adopting cloud-based solutions to manage their enterprise data. As cloud technology is used as a repository of data for further analysis, its increased adoption is expected to contribute to the growth of the CCM market.

    FIGURE 3: CUSTOMER COMMUNICATION MANAGEMENT SOFTWARE MARKET SHARE BY REGION 2021 (%)

    CUSTOMER COMMUNICATION MANAGEMENT SOFTWARE MARKET SHARE BY REGION 2021

    Source: Secondary Research, Primary Research, MRFR Database and Analyst Review

    Key Players and Competitive Insights

    The market for customer communication management software has witnessed significant growth over the forecast period due to the growing need for enhanced vehicle safety. There are several domestic, regional, and players operating in the customer communication management software market who continuously strive to gain a significant share of the overall market.

    Key Companies in the Customer Communication Management Software Market market include

    Industry Developments

    June 2021: In the United Kingdom, Doxim created an omnichannel customer communication solution to assist its clients in excelling in omnichannel communications and maximising the corporate value of all customer experiences.

    December 2020: OmniOMS 9.0, an upgraded version of the customer communication management system, was released by Newgen Software Technologies Limited. Web design enhancements, thick client enhancements, business rule enhancements, chart feature enhancements, and import/export templates are all included in OmniOMS 9.0.

    November 2020: Oracle Corporation has announced the availability of new cloud-based customer experience management tools for the telecom industry. This customer experience solution delivers data to communications service providers in order for them to better understand their customers and provide more personalized products, services, and care.

    Future Outlook

    Customer Communication Management Software Market Future Outlook

    The Customer Communication Management Software Market is projected to grow at an 8.7% CAGR from 2024 to 2035, driven by digital transformation and enhanced customer engagement strategies.

    New opportunities lie in:

    • Leverage AI-driven analytics to personalize customer interactions and improve retention rates.
    • Develop integrated omnichannel solutions to streamline communication across platforms.
    • Invest in cloud-based systems to enhance scalability and reduce operational costs.

    By 2035, the market is expected to be robust, reflecting substantial advancements in customer engagement technologies.

    Market Segmentation

    Customer Communication Management Software Regional Outlook

    • US
    • Canada
    • Mexico
    • Germany
    • France
    • UK
    • Rest of Europe
    • China
    • Japan
    • India
    • Rest of Asia-Pacific

    Customer Communication Management Software Vertical Outlook

    • BFSI
    • Healthcare
    • IT & Telecommunications
    • Media & Entertainment
    • Hospitality & Travel
    • Others

    Customer Communication Management Software Component Outlook

    Services
    • Professional Services
    • Managed Services

    Customer Communication Management Software Deployment Outlook

    • Cloud-Based
    • On-Premises

    Customer Communication Management Software Organization Size Outlook

    • Small & Medium Enterprises
    • Large Enterprises

    Report Scope

    Report Attribute/Metric Details
    Market Size 2021 USD 1.63 billion
    Market Size 2022 USD 1.83 billion
    Market Size 2030 USD 3.89 billion
    Compound Annual Growth Rate (CAGR) 9.9% (2022-2030)
    Base Year 2021
    Forecast Period 2022-2030
    Historical Data 2018-2020
    Forecast Units Value (USD Billion)
    Report Coverage Revenue Forecast, Competitive Landscape, Growth Factors, and Trends
    Segments Covered Component, Deployment, Organization Size, and Vertical.
    Geographies Covered North America, Europe, Asia Pacific, Middle East & Africa, and South America
    Countries Covered The U.S, Canada, Mexico, Germany, France, UK China, Japan, India, Australia, South Korea, UAE, and Brazil

    Market Highlights

    Author
    Shubham Munde
    Research Analyst Level II

    With a technical background in information technology & semiconductors, Shubham has 4.5+ years of experience in market research and analytics with the tasks of data mining, analysis, and project execution. He is the POC for our clients, for their consulting projects running under the ICT/Semiconductor domain. Shubham holds a Bachelor’s in Information and Technology and a Master of Business Administration (MBA). Shubham has executed over 150 research projects for our clients under the brand name Market Research Future in the last 2 years. His core skill is building the research respondent relation for gathering the primary information from industry and market estimation for niche markets. He is having expertise in conducting secondary & primary research, market estimations, market projections, competitive analysis, analysing current market trends and market dynamics, deep-dive analysis on market scenarios, consumer behaviour, technological impact analysis, consulting, analytics, etc. He has worked on fortune 500 companies' syndicate and consulting projects along with several government projects. He has worked on the projects of top tech brands such as IBM, Google, Microsoft, AWS, Meta, Oracle, Cisco Systems, Samsung, Accenture, VMware, Schneider Electric, Dell, HP, Ericsson, and so many others. He has worked on Metaverse, Web 3.0, Zero-Trust security, cyber-security, blockchain, quantum computing, robotics, 5G technology, High-Performance computing, data centers, AI, automation, IT equipment, sensors, semiconductors, consumer electronics and so many tech domain projects.

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    FAQs

    How much is the Customer Communication Management Software market?

    The global Customer Communication Management Software market will be valued at 1.63 Billion in 2021

    What is the market size for 2030, for the Customer Communication Management Software market?

    The Customer Communication Management Software market will be valued at USD 3.89 Billion in 2030.

    What is the growth rate of the Customer Communication Management Software market?

    The market can advance at a rate of 9.9% during the review period.

    Which region held the largest market share in the Customer Communication Management Software market?

    The North America regional market is projected to be the major driver of the market.

    Who are the prominent players in the Customer Communication Management Software market?

    The key contenders in the market are EMC Corporation, Adobe Systems Inc., Open Text Corporation, Oracle Corporation, Xerox Corporation, Crawford Technologies, HPE Development LLC, Lexmark International LLC, Newgen Software Technologies Limited, GMC Software, Pitney Bowes Inc., SmartComms SC, Zoho Corporation, Ecrion Inc, Striata, and Others.

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