1Q 2018

Market Data: Utility Customer Information and Relationship Management Systems

CIS, CRM, and Customer Operations Analytics: Global Market Analysis and Forecasts

Billing/customer information system (CIS) solutions are fundamental to the electric utility industry’s meter-to-cash process, essentially serving as the cash register, and are thus critical to a utility’s cash flow. While legacy systems perform that function, the modern systems available today offer many more capabilities. In the increasingly competitive environment in which utilities operate, many will be forced to consider upgrading these vital systems. Additionally, utilities’ increasing needs for effective customer engagement and the desire for integration with digital platforms, such as mobile devices, web portals, and social media, are placing a revived focus around relationship management. Add a growing range of analytics solutions into the mix, and the possibilities for utilities to improve efficiency and reliability, reduce costs, and better interact with constituents are nearly endless.

This report focuses on the global trends influencing the deployment of utility CISs and customer relationship management (CRM) systems, as well as customer analytics. Navigant Research expects the global market for these customer management solutions to grow as utilities expand their requirements beyond simple meter-to-cash processes and continue adapting to changing business and customer landscapes. Strong investment is expected across the emerging markets of Eastern Europe, Latin America, and the Middle East & Africa. In North America and Western Europe, natural end-of-life cycles for deployed systems, along with the proliferation of new energy services and rise in customer expectations, are expected to drive utilities to upgrade aging and often homegrown systems.

This Navigant Research report analyzes the global market for major utility customer management systems: CISs and CRM, as well as customer operations analytics. The study provides an analysis of the market issues, including definitions, drivers, and barriers, associated with customer management solutions. Global market forecasts, segmented by region, application, and segment, extend through 2027. The report also examines the key global market trends related to utility CIS, CRM, and customer analytics solutions.

Pages 25
Tables | Charts | Figures 36

  • Which utility customer management solutions present the largest market potential for vendors?
  • What factors are helping to drive the market for utility CIS, CRM, and customer operations analytics solutions?
  • What factors are inhibiting the market potential of customer management solutions?
  • What are the most important trends in the customer management space today?
  • How large will the market for utility customer management solutions grow and which global regions are growing the fastest?

  • Utilities and grid operators
  • CIS, CRM, and customer operations analytics vendors and service providers
  • Communications vendors and service providers
  • Smart grid vendors and service providers
  • Systems integrators
  • Government agencies
  • Research community
  • Investor community

1. Executive Summary

1.1   Introduction

1.2   Market Trends

1.3   Global Forecast

2. Market Issues

2.1   Market Definitions

2.1.1   Billing and CIS Solutions

2.1.2   CRM Systems

2.1.3   Customer Analytics

2.2   Market Segmentation

2.3   Market Drivers

2.3.1   Retirement of Legacy Systems

2.3.2   Ability to Support Emerging Services and Technologies

2.3.3   Increasing Importance of Customer Experience

2.4   Market Barriers

2.4.1   Cost

2.4.2   Risk and Complexity

2.4.3   Implementation Time

2.4.4   Availability of Alternatives

3. Market Forecasts

3.1   Introduction

3.2   Forecast Methodology

3.3   Market Forecast

3.3.1   North America

3.3.2   Europe

3.3.3   Asia Pacific

3.3.4   Latin America

3.3.5   Middle East & Africa

3.4   Conclusions and Recommendations

3.4.1   Recommendations for Utilities

3.4.2   Recommendations for CIS/CRM and Analytics Vendors

4. Acronym and Abbreviation List

5. Table of Contents

6. Table of Charts and Figures

7. Scope of Study, Sources and Methodology, Notes

  • Total Utility CIS, CRM, and Analytics Revenue by Region, World Markets: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, North America: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Europe: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Asia Pacific: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Latin America: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Middle East & Africa: 2018-2027

  • Electric Meter Installed Base by Region, World Markets: 2018-2027
  • Smart Meter Installed Base and Penetration Rates by Region, World Markets: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Region, World Markets: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, World Markets: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, North America: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Europe: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Asia Pacific: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Latin America: 2018-2027
  • Total Utility CIS, CRM, and Analytics Revenue by Segment, Middle East & Africa: 2018-2027
  • Utility CIS Revenue by Region, World Markets: 2018-2027
  • Utility CIS Revenue by Segment, World Markets: 2018-2027
  • Utility CIS Revenue by Segment, North America: 2018-2027
  • Utility CIS Revenue by Segment, Europe: 2018-2027
  • Utility CIS Revenue by Segment, Asia Pacific: 2018-2027
  • Utility CIS Revenue by Segment, Latin America: 2018-2027
  • Utility CIS Revenue by Segment, Middle East & Africa: 2018-2027
  • Utility CRM Revenue by Region, World Markets: 2018-2027
  • Utility CRM Revenue by Segment, World Markets: 2018-2027
  • Utility CRM Revenue by Segment, North America: 2018-2027
  • Utility CRM Revenue by Segment, Europe: 2018-2027
  • Utility CRM Revenue by Segment, Asia Pacific: 2018-2027
  • Utility CRM Revenue by Segment, Latin America: 2018-2027
  • Utility CRM Revenue by Segment, Middle East & Africa: 2018-2027
  • Customer Operations Analytics Revenue by Region, World Markets: 2018-2027
  • Customer Operations Analytics Revenue by Segment, World Markets: 2018-2027
  • Customer Operations Analytics Revenue by Segment, North America: 2018-2027
  • Customer Operations Analytics Revenue by Segment, Europe: 2018-2027
  • Customer Operations Analytics Revenue by Segment, Asia Pacific: 2018-2027
  • Customer Operations Analytics Revenue by Segment, Latin America: 2018-2027
  • Customer Operations Analytics Revenue by Segment, Middle East & Africa: 2018-2027

Choose a License Type

(1-5 users)

(Unlimited users)

$3,800 USD
$5,700 USD