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?
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
