Customer Information System Market Size (2024 - 2029)

The Customer Information System market is experiencing growth driven by the increasing emphasis on customer satisfaction and the integration of CRM solutions into dynamic databases. This market expansion is facilitated by the need for companies to reduce customer response times and provide sales personnel with comprehensive customer histories, enhancing service quality. The integration of document-extracted information into CRM systems is a key trend, offering analytical support and context for customer data. Despite the challenges posed by data privacy concerns, which hinder market growth, the demand for efficient solutions to manage customer interactions remains strong. The COVID-19 pandemic has further accelerated the need for these systems as organizations adapt to remote working environments and seek to maintain customer engagement.

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Market Size of Customer Information System Industry

Customer Information System Market Summary
Study Period 2019 - 2029
Market Size (2024) USD 1.55 Billion
Market Size (2029) USD 2.86 Billion
CAGR (2024 - 2029) 12.99 %
Fastest Growing Market Asia Pacific
Largest Market North America

Major Players

Customer Information System Market Major Players

*Disclaimer: Major Players sorted in no particular order

Customer Information System (CIS) Market Analysis

The Customer Information System Market size is estimated at USD 1.55 billion in 2024, and is expected to reach USD 2.86 billion by 2029, growing at a CAGR of 12.99% during the forecast period (2024-2029).

The growing adoption of a Customer Information System (CIS) is driven by the increasing focus on customer satisfaction. Companies are moving toward a suite of solutions that can effectively integrate CRM solutions into a dynamic database with user-defined fields.

  • Companies have prioritized decreasing customer response times and providing sales personnel with a full history of the customer data and accompanying documents to help them better understand the problem. Central to the customer satisfaction theme, Customer Information Systems equip sales personnel with real-time customer database data, which leads to an enhanced quality of service. The follow-up of issues and queries becomes faster with the integration of CIS solutions as the scope of duplicate data entries is eliminated with direct access to useful customer information.
  • The current market trends of vendors offering CIS solutions can be characterized by the increasing integration of information extracted from documents added to the CRM software, including company names and addresses, order numbers, and support issues and their resolution. The CIS systems help with providing analytical support by integrating these documents with related information like proposals, contracts, correspondence, and emails that provide the context for that data.
  • Digital technology has changed the way utility customers interact with products and services. There is a need for highly efficient solutions and software packages to resolve this utility meter-to-cash utility meter-to-cash process and enable several client communications channels, including call centers, interactive voice responses (IVRs), and others. CIS solutions allow companies to seamlessly integrate their unique customer management needs with the software rather than compelling companies to streamline according to the software needs.
  • CIS stores the companies' private information, including sales, customer, and corporate intelligence data. A system data breach could be detrimental to the company, resulting in lawsuits or irrevocable harm to its brand's reputation and consumer trust. Many companies are hesitant to adopt the system as a result. The risk of data privacy violations is restricting market growth and providing a significant challenge for CIS vendors.
  • The outbreak of COVID-19 prompted organizations across the region to undertake all the necessary steps to ensure the safety of their employees and the community. However, organizations operating in multiple verticals must pursue market opportunities, close sales, and resolve customer issues despite the pandemic. Also, following the mandate of working from home, companies have increasingly been required to collaborate with their clients in this remote working environment, which has created a positive impact on the studied market.

Customer Information System (CIS) Industry Segmentation

The Customer Information System (CIS) is a system used by an organization to assist employees in obtaining customer information efficiently. CIS technology is helping utilities to efficiently gather and manage customer information, improve systems operations, support marketing initiatives, and provide flexible billing of services and multiple commodities.

The Customer Information System Market is segmented by Deployment (Cloud, On-Premises), Component (Solutions, Services), End-User (End User by CRM (BFSI, Retail, Telecommunication), and End User by CIS (Water and Wastewater Management, Energy and Utility)), and Geography (North America, Europe, Asia-Pacific, Latin America, and Middle & Africa). The market sizes and forecasts are provided in value (USD million) for all the above segments.

The Customer Information System (CIS) market is registering a CAGR of 12.3 % during the forecasted period.

By Deployment
Cloud
On-Premises
By Component
Solution
Services
By End-User
End-User by CRM
BFSI
Retail
Telecommunications
End-User by CIS
Water and Wastewater Management
Energy and Utility
Other End-Users
By Region
North America
Europe
Asia Pacific
Latin America
Middle East and Africa
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Customer Information System Market Size Summary

The Customer Information System (CIS) market is experiencing significant growth, driven by the increasing emphasis on customer satisfaction and the need for efficient data management solutions. Companies are increasingly adopting CIS to integrate customer relationship management (CRM) solutions with dynamic databases, enhancing the quality of service by providing sales personnel with real-time access to comprehensive customer data. This integration helps in reducing response times and eliminating duplicate data entries, thereby streamlining the follow-up process for customer queries and issues. The market is characterized by the growing trend of vendors offering solutions that integrate information from various documents into CRM software, providing analytical support and context for customer data. Despite the challenges posed by data privacy concerns, the demand for CIS solutions is bolstered by the need for efficient utility meter-to-cash processes and the ability to manage multiple client communication channels.

North America stands out as a major adopter of CIS software, driven by technological advancements and a strong presence of key vendors like IBM, Oracle, and SAP. The region's focus on innovation, particularly in the utility and energy sectors, is propelling the demand for CIS solutions. The introduction of CIS as a Service (CaaS) is also contributing to market growth by offering cost-effective alternatives to traditional implementations. The United States, in particular, is witnessing a surge in demand for smart metering and advanced metering infrastructure, which are essential for optimizing the meter-to-cash process. The market is semi-consolidated, with major players expanding their customer base through strategic partnerships and innovations. Collaborations, such as those between AGL Energy and Microsoft, and Ameripro Energy Corp. and VertexOne, highlight the industry's focus on enhancing customer experiences and expanding market reach.

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Customer Information System Market Size - Table of Contents

  1. 1. MARKET INSIGHTS

    1. 1.1 Market Overview

    2. 1.2 Industry Attractiveness - Porter's Five Forces Analysis

      1. 1.2.1 Bargaining Power of Suppliers

      2. 1.2.2 Bargaining Power of Buyers

      3. 1.2.3 Threat of New Entrants

      4. 1.2.4 Threat of Substitutes

      5. 1.2.5 Intensity of Competitive Rivalry

    3. 1.3 Assessment of the Impact of COVID-19 on the Industry

  2. 2. MARKET SEGMENTATION

    1. 2.1 By Deployment

      1. 2.1.1 Cloud

      2. 2.1.2 On-Premises

    2. 2.2 By Component

      1. 2.2.1 Solution

      2. 2.2.2 Services

    3. 2.3 By End-User

      1. 2.3.1 End-User by CRM

        1. 2.3.1.1 BFSI

        2. 2.3.1.2 Retail

        3. 2.3.1.3 Telecommunications

      2. 2.3.2 End-User by CIS

        1. 2.3.2.1 Water and Wastewater Management

        2. 2.3.2.2 Energy and Utility

        3. 2.3.2.3 Other End-Users

    4. 2.4 By Region

      1. 2.4.1 North America

      2. 2.4.2 Europe

      3. 2.4.3 Asia Pacific

      4. 2.4.4 Latin America

      5. 2.4.5 Middle East and Africa

Customer Information System Market Size FAQs

The Customer Information System Market size is expected to reach USD 1.55 billion in 2024 and grow at a CAGR of 12.99% to reach USD 2.86 billion by 2029.

In 2024, the Customer Information System Market size is expected to reach USD 1.55 billion.

Customer Information System Market Report Snapshots

Customer Information System Market Size & Share Analysis - Growth Trends & Forecasts (2024 - 2029)