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20221019_艾瑞咨询_2022年中国CEM行业研究报告（52页）.pdf

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20221019_艾瑞咨询_2022年中国CEM行业研究报告（52页）.pdf

CEM2022.10 iResearch Inc.2 CEM 2019 2021 CEM 3 CEM(Customer Experience Management)X-Data O-Data CEM CEM CEM 2018 Qualtrics 80 SAP CEM 2021 CEM 33 2020 20.3%2022-2024 25.3%3-5 CEM/MA CEM CEM CEM CEM CEM CEM CEM CEM B2C B2B B2B2C CEM PaaS+SaaS CEM 41234CEM CEM CEM CEM CEM 55 4P Product Price Promotion Place exPerience 5P B.21 6 2022.10 iResearch Inc 1/2 2021 3.5 2.4 2022 2016-2021 23821259742822830733321893512817111 18322198532155921210241009.0%8.7%8.9%4.7%9.1%7.1%8.4%8.6%-1.6%13.6%2016 2017 2018 2019 2020 2021%7 2022.10 iResearch Inc 2/2 40%5%17%10%72.7%N=461 2022 8 N=461 2022 8 42.7%40.8%43.2%18.4%17.8%17.4%5.6%3.9%5.9%3.7%1.7%2.0%2.4%2.4%2.0%27.1%33.4%29.7%5%10%20%30%30%72.7%26.0%1.3%1%2%8 CEMCEMCEM(Customer Experience Management)CEM-/9 CEM CEM CEM MOT API CEM CEM CEM DATA ANALYSIS ACT AI AI CRM/JS SDK/API/API-10 CEM CEM CEM CEM CEM CEM CRM AI CSAT NPS CES ToB CEM 11 CEM CEM vs CEM CEM CEM CEM vs CRM CRM CEM CEM CRM CEM CRMCEM CRM BI O X O 12 CEM CEM CEM CEM 1 N=461 2022 8 12315 CEM 67.7%73.1%2.2%13 CEM CEM CEM CEM CEM IT CEM CEM 14 CEM CEM CEM CEM CEM CEM 1 2 3 N 151234CEM CEM CEM CEM CEM 516 CEM 2010 NPS CEM 2018 Qualtrics 80 SAP CEM CEM 3-5 CEM 3.0 CEM 2010 2018 CEM CEM1.0 CEM X-Data 2.0 CEM X-Data O-Data CEM 2.0 3.0 CEM3.0 4.0 CEM CEM1.0CEM2.0CEM3.0CEM4.017 2022.10 iResearch Inc 2019 CEMQualtrics CEM 2019 CEM 2022 CEM 26 2019 77%7 IDG CEM pre-A A A+pre-B E IT IT 2013-2022 CEM CEM 1 1213 3 3211 131111 18 2021 CEM 33 2021 CEM 33 2020 20.3%CEM 3-5 CEM 2019-2025 CEM CEM 23 27 33 40 49 61 78 20.0%16.0%20.3%22.0%23.0%25.0%28.0%2019 2020 2021 2022e 2023e 2024e 2025e CEM()%CAGR=25.3%19 logo MA/20 CEM/3.0 CEM CEM MA CEM CEM CEM CEM MA CEM CEM 21 SaaS CEM+SaaS+CEM CEM CEM SaaS+=*/SaaS CEM SaaS SaaS22 CEM/N=123 CEM 3000 N=46 2022 9 4.174.593.574.704.204.22 4.634.434.574.464.524.52 23 CEM CRM CEM CEM CEM CRM CEM AI 241234CEM CEM CEM CEM CEM 525 CEM CEM CEM 26 CEM IT 123 28=300 14+300-500 14 35=500-1000 18+1000-3000 17 60=3000+60 14 1418 1760300 301-500 501-1000 1001-3000 3000 272620191714 27 94%CEM CEM CEM CEM 2019 CEM X-Data CEM CEM CEM CEM 30.2%CEM 10.8%CEM 1-3 CEM 123 2829 1/2 CEM N=123 CEM N=86 2022 9 524769 24%46%25%5%CEM/%CEM/CEM CEM/CEM CEM CEM CEM CEM 69.0%24.1%6.9%30 2022.10 iResearch Inc 2/2 CEM 5%CEM 30%CEM 5%95%CEM CEM CEM CEM N=123 CEM N=37 2022 9 N=123 CEM N=35 2022 9 CEM CEM CEM 5%81%14%62.9%48.6%40.0%37.1%25.7%2.9%3132 2019 CEM N=123 CEM N=86 2022 9 CEM/37.5%12.5%50.0%22.2%22.2%44.4%11.1%27.3%9.1%9.1%9.1%27.3%18.2%8.3%33.3%25.0%25.0%8.3%28.3%2.2%10.9%15.2%15.2%21.7%6.5%300 301-500 501-1000 1001-3000 3000 2019 2019 CEM CEM CEM 82.6%CEM 82.6%67.4%59.3%45.3%2.3%CEM/33 2022.10 iResearch Inc CEM CEM CEM CEM CEO CEM CEM NPS ROI/CEM CEM 34 CEM CEM CEM CEM CEM CEM/CEM 35 C B CEM B2C NLP B2C CEM B2C CEM B2B B2B CEM CEM B2B B2B B2C CEM B2B eg.C B2B2C B2B B2C B2B CEM B2B B2B 36 CEM IT CEM CEM CEM CEM CEM N=123 CEM N=86 2022 9 CEM 3.5%26.7%32.6%33.7%44.2%54.7%73.3%37 CEM 60%CEM CEM CEM CEM CEM CEM CEM N=123 CEM N=35 2022 9 CEM 60.0%40.0%34.3%22.9%14.3%CEM CEM CEM 3839 2022.10 iResearch Inc CEM CEM 30.2%CEM CEM 10.8%CEM 1-3 CEM N=123 CEM N=86 2022 9 N=123 CEM N=37 2022 9 CEM CEM CEM%10.8%59.5%18.9%10.8%0.0%1%1-3%3-5%5-10%10%401234CEM CEM CEM CEM CEM 541 Choiceform Choiceform Choiceform Choiceform 5%30%1 24 ONE TWO THREE FOUR FIVE SIX 1 1-2 2 VIP Choiceform 3C Choiceform TX SaaS 42 Choiceform+Choiceform/MOT Paas X-Data O-Data VOC 1 APP APP TX ConnectorTX SurveyTX Distributor TX Connector API Choiceform TX 2X-Data O-Data/CRM CDP TX DA TX DA TX Journey TX Datasheet MaxDiff Kano+3MA TX Directory TX Workflow 43 Merkle Merkle Merkle Merkle ToB ToC CDP/DMP CRO()CRM&/CMS SEO CRM/BI/44 Merkle Merkle Adobe Salesforce AWS Merkle Merkle Merkle SEO/SEM 1000 37 100 150:Key Points:Merkle 1:1 30+/30000+/300%60%30+/30000+/300%15%+5%+CRM eComm CDP Merkle451234CEM CEM CEM CEM CEM 546 CEM 3.0 4.0 CEM AI CEM PaaS+SaaS SaaS CEM PaaS+SaaS SaaS API PaaS SaaS 47 CEM CEM CEM Martech AI AI CEM CEM CEM CEM CEM MarTech AI BI AI 48 2022 CEM Choiceform Merkle DIA XM 49 IPO 50 2002 3000 400-026-Contact Us 51

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