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Customer Information System Market Size, Share & Trends Analysis Report By Component, By Application, By Regional Outlook and Forecast, 2024 - 2031

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    Report

  • 242 Pages
  • September 2024
  • Region: Global
  • Marqual IT Solutions Pvt. Ltd (KBV Research)
  • ID: 6010318
The Global Customer Information System Market size is expected to reach USD3.1 billion by 2031, rising at a market growth of 11.9% CAGR during the forecast period.

China has ambitious plans to construct or renovate 80,000 km of wastewater collection pipeline networks to improve this infrastructure further. This expansion will improve the efficiency of wastewater collection and treatment and necessitate sophisticated management systems. Customer Information Systems will be essential in managing the vast amounts of data these infrastructure projects generate.

Hence, in 2023, the Asia Pacific region generated 26% revenue share in the market. Rapid urbanization, expanding utility sectors, and increasing government initiatives to modernize infrastructure contribute to this region’s growth. Additionally, the rising adoption of digital solutions and the need to manage large customer bases efficiently propel the demand for customer information systems in Asia Pacific.



The major strategies followed by the market participants are Partnerships as the key developmental strategy to keep pace with the changing demands of end users. For instance, In August, 2024, Cayenta, a subsidiary of Harris Computer, partnered with KUBRA, a customer experiences solutions provider, to enhance utility customer experience management by integrating KUBRA's innovative solutions with Cayenta's CIS software. Additionally, In August, 2023, IBM Corporation partnered with Salesforce, a cloud computing company, to accelerate AI adoption for CRM. IBM Consulting would help clients integrate Salesforce AI technologies, using its expertise and watsonx platform.

KBV Cardinal Matrix - Market Competition Analysis


Based on the Analysis presented in the KBV Cardinal matrix; Microsoft Corporation are the forerunners in the Customer Information System Market. Companies such as Oracle Corporation, IBM Corporation, SAP SE are some of the key innovators in Customer Information System Market. In September, 2023, Oracle Corporation teamed up with Microsoft, an American technology company, announced Oracle Database@Azure, enabling direct access to Oracle database services within Microsoft Azure datacenters.



Market Growth Factors

Efficient billing systems automate invoicing, reducing manual errors and ensuring timely billing. This automation leads to quicker payment cycles and improved cash flow for businesses. Automated billing minimizes discrepancies arising from manual entries, ensuring customers are correctly billed. This accuracy helps build trust and reduce customer disputes related to billing. Modern CIS solutions allow businesses to offer multiple payment options to customers, catering to their preferences and improving the likelihood of on-time payments. Thus, increasing demand for efficient billing and customer management drives the market’s growth.

Omnichannel strategies prioritize a unified brand voice and messaging across all platforms. Customer Information Systems enable businesses to maintain this consistency by consolidating customer data and interactions from various channels into a single view, ensuring that all communications are coherent and relevant. CIS solutions facilitate smoother transitions between channels by providing a holistic view of customer interactions, allowing customers to engage with a brand fluidly, whether online or offline. This approach offers a comprehensive understanding of customer requirements. Therefore, the expansion of omnichannel communication strategies is propelling the market’s growth.

Market Restraining Factors

Implementing a CIS often requires substantial hardware, software, and network infrastructure investments. Organizations must budget for servers, storage solutions, and other necessary technology components, which can lead to high upfront costs. Many CIS solutions involve substantial licensing fees, especially for enterprise-grade systems. These costs can accumulate quickly, placing a financial strain on businesses. This training often requires additional resource investment in time and money, which can significantly burden organizations. Hence, high implementation and maintenance costs are impeding the market’s growth.



The leading players in the market are competing with diverse innovative offerings to remain competitive in the market. The above illustration shows the percentage of revenue shared by some of the leading companies in the market. The leading players of the market are adopting various strategies in order to cater demand coming from the different industries. The key developmental strategies in the market are Partnerships & Collaborations.

Driving and Restraining Factors

Drivers

  • Increasing Demand for Efficient Billing and Customer Management
  • Expansion of Omnichannel Communication Strategies
  • Rapid Digital Transformation Across Industries

Restraints

  • High Implementation and Maintenance Costs
  • Complexity of Integration with Existing Systems

Opportunities

  • Rising Importance of Regulatory Compliance and Data Security
  • Increasing Competition and the Need for Business Differentiation

Challenges

  • Rapidly Evolving Technology Landscape
  • Dependence on Data Quality and Accuracy

Component Outlook

Based on component, the market is divided into solution and services. The services segment attained 34% revenue share in the market in 2023. This segment includes various professional services such as consulting, implementation, support, and maintenance. The growing complexity of customer information systems drives the demand for specialized services to ensure successful deployment and operation. Organizations often rely on these services to optimize their systems, ensure compliance with regulatory requirements, and enhance overall customer experience.

Services Type Outlook

On the basis of services type, the market is segmented into legacy extension consulting service, customer information system implementation service, and support service. In 2023, the support service segment attained 32% revenue share in the market. Support services include ongoing maintenance, troubleshooting, system upgrades, and technical assistance, essential for customer information systems’ smooth functioning and longevity. The continuous need for these services to address technical issues, ensure system stability, and provide regular updates contributes significantly to their revenue generation.



Application Outlook

By application, the market is divided into water and wastewater management, electricity and power management, and utility gas management. The utility gas management segment procured 13% revenue share in the customer information system market in 2023. The significant revenue share in this segment can be linked to the increasing adoption of customer information systems to manage gas distribution, meter reading, and customer billing. These systems help gas utility companies improve accuracy in billing, manage customer accounts effectively, and ensure regulatory compliance, thereby driving revenue growth.

By Regional Analysis

Region-wise, the market is analyzed across North America, Europe, Asia Pacific, and LAMEA. The North America region witnessed 39% revenue share in the market in 2023. This can be attributed to the high adoption rate of advanced technologies, well-established utility sectors, and significant investments in infrastructure modernization. The presence of major market players and the focus on enhancing customer service and operational efficiency further drive the demand for customer information systems in this region.

Recent Strategies Deployed in the Market

  • Sep-2024: Gentrack released a new-age billing and CRM solution designed to empower utilities in the energy sector to meet ESG demands and enhance customer experiences. This composable software enables rapid service innovation, allowing utilities to expand offerings like EV charging and energy management.
  • Feb-2024: Hansen Technologies, Ltd. took over powercloud GmbH, a German customer experience services provider. The acquisition enhances Hansen's billing and customer management capabilities in the energy sector.
  • Jan-2024: SAP announced new AI-driven capabilities to help retailers optimize processes, enhance customer experiences, and drive profitability. These solutions include predictive demand planning, replenishment, and order management, alongside integrations with TikTok and LinkedIn for targeted digital ads, all designed to improve personalization and operational efficiency.
  • Nov-2023: Gentrack has inaugurated its Middle East hub in Riyadh, Saudi Arabia, advancing its "50 in 15" expansion strategy. This hub aimed to enhance utility and airport management solutions.
  • Sep-2023: Oracle Cloud Infrastructure (OCI) introduced three new managed open-source data services: PostgreSQL, Redis, and Data Lake, along with enhancements to OpenSearch, Apache Spark, and Data Catalog. These services improve performance, security, and data management capabilities, enabling organizations to optimize data operations and streamline cloud-based workflows efficiently.

List of Key Companies Profiled

  • IBM Corporation
  • SAP SE
  • Oracle Corporation
  • Harris Computer (Constellation Software, Inc.)
  • Microsoft Corporation
  • Fluentgrid Limited
  • Gentrack Group Limited
  • Hansen Technologies, Ltd.
  • Itineris NV
  • Wipro Limited

Market Report Segmentation

By Component

  • Solution
  • Services

By Service Type

  • Customer Information System Implementation Service
  • Support Service
  • Legacy Extension Consulting Service

By Application

  • Electricity & Power Management
  • Water & Wastewater Management
  • Utility Gas Management

By Geography

  • North America
  • US
  • Canada
  • Mexico
  • Rest of North America
  • Europe
  • Germany
  • UK
  • France
  • Russia
  • Spain
  • Italy
  • Rest of Europe
  • Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Australia
  • Malaysia
  • Rest of Asia Pacific
  • LAMEA
  • Brazil
  • Argentina
  • UAE
  • Saudi Arabia
  • South Africa
  • Nigeria
  • Rest of LAMEA

Table of Contents

Chapter 1. Market Scope & Methodology
1.1 Market Definition
1.2 Objectives
1.3 Market Scope
1.4 Segmentation
1.4.1 Global Customer Information System Market, by Component
1.4.2 Global Customer Information System Market, by Service Type
1.4.3 Global Customer Information System Market, by Application
1.4.4 Global Customer Information System Market, by Geography
1.5 Methodology for the research
Chapter 2. Market at a Glance
2.1 Key Highlights
Chapter 3. Market Overview
3.1 Introduction
3.1.1 Overview
3.1.1.1 Market Composition and Scenario
3.2 Key Factors Impacting the Market
3.2.1 Market Drivers
3.2.2 Market Restraints
3.2.3 Market Opportunities
3.2.4 Market Challenges
Chapter 4. Competition Analysis - Global
4.1 Cardinal Matrix
4.2 Recent Industry Wide Strategic Developments
4.2.1 Partnerships, Collaborations and Agreements
4.2.2 Product Launches and Product Expansions
4.2.3 Acquisition and Mergers
4.2.4 Geographical Expansions
4.3 Market Share Analysis, 2023
4.4 Top Winning Strategies
4.4.1 Key Leading Strategies: Percentage Distribution (2020-2024)
4.4.2 Key Strategic Move: (Partnerships, Collaborations & Agreements: 2021, Jan - 2024, Aug) Leading Players
4.5 Porter Five Forces Analysis
Chapter 5. Global Customer Information System Market by Component
5.1 Global Solution Market by Region
5.2 Global Services Market by Region
Chapter 6. Global Customer Information System Market by Service Type
6.1 Global Customer Information System Implementation Service Market by Region
6.2 Global Support Service Market by Region
6.3 Global Legacy Extension Consulting Service Market by Region
Chapter 7. Global Customer Information System Market by Application
7.1 Global Electricity & Power Management Market by Region
7.2 Global Water & Wastewater Management Market by Region
7.3 Global Utility Gas Management Market by Region
Chapter 8. Global Customer Information System Market by Region
8.1 North America Customer Information System Market
8.1.1 North America Customer Information System Market by Component
8.1.1.1 North America Solution Market by Country
8.1.1.2 North America Services Market by Country
8.1.2 North America Customer Information System Market by Service Type
8.1.2.1 North America Customer Information System Implementation Service Market by Country
8.1.2.2 North America Support Service Market by Country
8.1.2.3 North America Legacy Extension Consulting Service Market by Country
8.1.3 North America Customer Information System Market by Application
8.1.3.1 North America Electricity & Power Management Market by Country
8.1.3.2 North America Water & Wastewater Management Market by Country
8.1.3.3 North America Utility Gas Management Market by Country
8.1.4 North America Customer Information System Market by Country
8.1.4.1 US Customer Information System Market
8.1.4.1.1 US Customer Information System Market by Component
8.1.4.1.2 US Customer Information System Market by Service Type
8.1.4.1.3 US Customer Information System Market by Application
8.1.4.2 Canada Customer Information System Market
8.1.4.2.1 Canada Customer Information System Market by Component
8.1.4.2.2 Canada Customer Information System Market by Service Type
8.1.4.2.3 Canada Customer Information System Market by Application
8.1.4.3 Mexico Customer Information System Market
8.1.4.3.1 Mexico Customer Information System Market by Component
8.1.4.3.2 Mexico Customer Information System Market by Service Type
8.1.4.3.3 Mexico Customer Information System Market by Application
8.1.4.4 Rest of North America Customer Information System Market
8.1.4.4.1 Rest of North America Customer Information System Market by Component
8.1.4.4.2 Rest of North America Customer Information System Market by Service Type
8.1.4.4.3 Rest of North America Customer Information System Market by Application
8.2 Europe Customer Information System Market
8.2.1 Europe Customer Information System Market by Component
8.2.1.1 Europe Solution Market by Country
8.2.1.2 Europe Services Market by Country
8.2.2 Europe Customer Information System Market by Service Type
8.2.2.1 Europe Customer Information System Implementation Service Market by Country
8.2.2.2 Europe Support Service Market by Country
8.2.2.3 Europe Legacy Extension Consulting Service Market by Country
8.2.3 Europe Customer Information System Market by Application
8.2.3.1 Europe Electricity & Power Management Market by Country
8.2.3.2 Europe Water & Wastewater Management Market by Country
8.2.3.3 Europe Utility Gas Management Market by Country
8.2.4 Europe Customer Information System Market by Country
8.2.4.1 Germany Customer Information System Market
8.2.4.1.1 Germany Customer Information System Market by Component
8.2.4.1.2 Germany Customer Information System Market by Service Type
8.2.4.1.3 Germany Customer Information System Market by Application
8.2.4.2 UK Customer Information System Market
8.2.4.2.1 UK Customer Information System Market by Component
8.2.4.2.2 UK Customer Information System Market by Service Type
8.2.4.2.3 UK Customer Information System Market by Application
8.2.4.3 France Customer Information System Market
8.2.4.3.1 France Customer Information System Market by Component
8.2.4.3.2 France Customer Information System Market by Service Type
8.2.4.3.3 France Customer Information System Market by Application
8.2.4.4 Russia Customer Information System Market
8.2.4.4.1 Russia Customer Information System Market by Component
8.2.4.4.2 Russia Customer Information System Market by Service Type
8.2.4.4.3 Russia Customer Information System Market by Application
8.2.4.5 Spain Customer Information System Market
8.2.4.5.1 Spain Customer Information System Market by Component
8.2.4.5.2 Spain Customer Information System Market by Service Type
8.2.4.5.3 Spain Customer Information System Market by Application
8.2.4.6 Italy Customer Information System Market
8.2.4.6.1 Italy Customer Information System Market by Component
8.2.4.6.2 Italy Customer Information System Market by Service Type
8.2.4.6.3 Italy Customer Information System Market by Application
8.2.4.7 Rest of Europe Customer Information System Market
8.2.4.7.1 Rest of Europe Customer Information System Market by Component
8.2.4.7.2 Rest of Europe Customer Information System Market by Service Type
8.2.4.7.3 Rest of Europe Customer Information System Market by Application
8.3 Asia Pacific Customer Information System Market
8.3.1 Asia Pacific Customer Information System Market by Component
8.3.1.1 Asia Pacific Solution Market by Country
8.3.1.2 Asia Pacific Services Market by Country
8.3.2 Asia Pacific Customer Information System Market by Service Type
8.3.2.1 Asia Pacific Customer Information System Implementation Service Market by Country
8.3.2.2 Asia Pacific Support Service Market by Country
8.3.2.3 Asia Pacific Legacy Extension Consulting Service Market by Country
8.3.3 Asia Pacific Customer Information System Market by Application
8.3.3.1 Asia Pacific Electricity & Power Management Market by Country
8.3.3.2 Asia Pacific Water & Wastewater Management Market by Country
8.3.3.3 Asia Pacific Utility Gas Management Market by Country
8.3.4 Asia Pacific Customer Information System Market by Country
8.3.4.1 China Customer Information System Market
8.3.4.1.1 China Customer Information System Market by Component
8.3.4.1.2 China Customer Information System Market by Service Type
8.3.4.1.3 China Customer Information System Market by Application
8.3.4.2 Japan Customer Information System Market
8.3.4.2.1 Japan Customer Information System Market by Component
8.3.4.2.2 Japan Customer Information System Market by Service Type
8.3.4.2.3 Japan Customer Information System Market by Application
8.3.4.3 India Customer Information System Market
8.3.4.3.1 India Customer Information System Market by Component
8.3.4.3.2 India Customer Information System Market by Service Type
8.3.4.3.3 India Customer Information System Market by Application
8.3.4.4 South Korea Customer Information System Market
8.3.4.4.1 South Korea Customer Information System Market by Component
8.3.4.4.2 South Korea Customer Information System Market by Service Type
8.3.4.4.3 South Korea Customer Information System Market by Application
8.3.4.5 Australia Customer Information System Market
8.3.4.5.1 Australia Customer Information System Market by Component
8.3.4.5.2 Australia Customer Information System Market by Service Type
8.3.4.5.3 Australia Customer Information System Market by Application
8.3.4.6 Malaysia Customer Information System Market
8.3.4.6.1 Malaysia Customer Information System Market by Component
8.3.4.6.2 Malaysia Customer Information System Market by Service Type
8.3.4.6.3 Malaysia Customer Information System Market by Application
8.3.4.7 Rest of Asia Pacific Customer Information System Market
8.3.4.7.1 Rest of Asia Pacific Customer Information System Market by Component
8.3.4.7.2 Rest of Asia Pacific Customer Information System Market by Service Type
8.3.4.7.3 Rest of Asia Pacific Customer Information System Market by Application
8.4 LAMEA Customer Information System Market
8.4.1 LAMEA Customer Information System Market by Component
8.4.1.1 LAMEA Solution Market by Country
8.4.1.2 LAMEA Services Market by Country
8.4.2 LAMEA Customer Information System Market by Service Type
8.4.2.1 LAMEA Customer Information System Implementation Service Market by Country
8.4.2.2 LAMEA Support Service Market by Country
8.4.2.3 LAMEA Legacy Extension Consulting Service Market by Country
8.4.3 LAMEA Customer Information System Market by Application
8.4.3.1 LAMEA Electricity & Power Management Market by Country
8.4.3.2 LAMEA Water & Wastewater Management Market by Country
8.4.3.3 LAMEA Utility Gas Management Market by Country
8.4.4 LAMEA Customer Information System Market by Country
8.4.4.1 Brazil Customer Information System Market
8.4.4.1.1 Brazil Customer Information System Market by Component
8.4.4.1.2 Brazil Customer Information System Market by Service Type
8.4.4.1.3 Brazil Customer Information System Market by Application
8.4.4.2 Argentina Customer Information System Market
8.4.4.2.1 Argentina Customer Information System Market by Component
8.4.4.2.2 Argentina Customer Information System Market by Service Type
8.4.4.2.3 Argentina Customer Information System Market by Application
8.4.4.3 UAE Customer Information System Market
8.4.4.3.1 UAE Customer Information System Market by Component
8.4.4.3.2 UAE Customer Information System Market by Service Type
8.4.4.3.3 UAE Customer Information System Market by Application
8.4.4.4 Saudi Arabia Customer Information System Market
8.4.4.4.1 Saudi Arabia Customer Information System Market by Component
8.4.4.4.2 Saudi Arabia Customer Information System Market by Service Type
8.4.4.4.3 Saudi Arabia Customer Information System Market by Application
8.4.4.5 South Africa Customer Information System Market
8.4.4.5.1 South Africa Customer Information System Market by Component
8.4.4.5.2 South Africa Customer Information System Market by Service Type
8.4.4.5.3 South Africa Customer Information System Market by Application
8.4.4.6 Nigeria Customer Information System Market
8.4.4.6.1 Nigeria Customer Information System Market by Component
8.4.4.6.2 Nigeria Customer Information System Market by Service Type
8.4.4.6.3 Nigeria Customer Information System Market by Application
8.4.4.7 Rest of LAMEA Customer Information System Market
8.4.4.7.1 Rest of LAMEA Customer Information System Market by Component
8.4.4.7.2 Rest of LAMEA Customer Information System Market by Service Type
8.4.4.7.3 Rest of LAMEA Customer Information System Market by Application
Chapter 9. Company Profiles
9.1 Gentrack Group Limited
9.1.1 Company Overview
9.1.2 Financial Analysis
9.1.3 Recent strategies and developments
9.1.3.1 Product Launches and Product Expansions
9.1.3.2 Geographical Expansions
9.2 Fluentgrid Limited
9.2.1 Company Overview
9.3 Itineris NV
9.3.1 Company Overview
9.3.2 Recent strategies and developments
9.3.2.1 Partnerships, Collaborations, and Agreements
9.3.2.2 Acquisition and Mergers
9.4 IBM Corporation
9.4.1 Company Overview
9.4.2 Financial Analysis
9.4.3 Regional & Segmental Analysis
9.4.4 Research & Development Expenses
9.4.5 Recent strategies and developments
9.4.5.1 Partnerships, Collaborations, and Agreements
9.4.5.2 Acquisition and Mergers
9.4.6 SWOT Analysis
9.5 Oracle Corporation
9.5.1 Company Overview
9.5.2 Financial Analysis
9.5.3 Segmental and Regional Analysis
9.5.4 Research & Development Expense
9.5.5 Recent strategies and developments
9.5.5.1 Partnerships, Collaborations, and Agreements
9.5.5.2 Product Launches and Product Expansions
9.5.6 SWOT Analysis
9.6 SAP SE
9.6.1 Company Overview
9.6.2 Financial Analysis
9.6.3 Regional Analysis
9.6.4 Research & Development Expense
9.6.5 Recent strategies and developments
9.6.5.1 Partnerships, Collaborations, and Agreements
9.6.5.2 Product Launches and Product Expansions
9.6.6 SWOT Analysis
9.7 Harris Computer (Constellation Software, Inc.)
9.7.1 Company Overview
9.7.2 Financial Analysis
9.7.3 Regional Analysis
9.7.4 Research & Development Expenses
9.7.5 Recent strategies and developments
9.7.5.1 Partnerships, Collaborations, and Agreements
9.7.5.2 Product Launches and Product Expansions
9.7.5.3 Acquisition and Mergers
9.7.6 SWOT Analysis
9.8 Hansen Technologies, Ltd.
9.8.1 Company Overview
9.8.2 Financial Analysis
9.8.3 Regional Analysis
9.8.4 Recent strategies and developments
9.8.4.1 Acquisition and Mergers
9.9 Wipro Limited
9.9.1 Company Overview
9.9.2 Financial Analysis
9.9.3 Segmental and Regional Analysis
9.9.4 Research & Development Expenses
9.9.5 Recent strategies and developments
9.9.5.1 Partnerships, Collaborations, and Agreements
9.9.6 SWOT Analysis
9.10. Microsoft Corporation
9.10.1 Company Overview
9.10.2 Financial Analysis
9.10.3 Segmental and Regional Analysis
9.10.4 Research & Development Expenses
9.10.5 Recent strategies and developments
9.10.5.1 Acquisition and Mergers
9.10.6 SWOT Analysis
Chapter 10. Winning Imperatives for Customer Information System Market

Companies Mentioned

Some of the key companies in the Customer Information System Market include:
  • IBM Corporation
  • SAP SE
  • Oracle Corporation
  • Harris Computer (Constellation Software, Inc.)
  • Microsoft Corporation
  • Fluentgrid Limited
  • Gentrack Group Limited
  • Hansen Technologies, Ltd.
  • Itineris NV
  • Wipro Limited

Methodology

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