The Global Market for Utility Customer Information and Relationship Management Systems Is Expected to Total $61.1 Billion Over the Next Decade

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Strong market growth is expected in Eastern Europe, Latin America, and the Middle East & Africa

A new report from analyzes the global market for major utility billing/customer information systems (CISs), customer relationship management (CRM) systems, and customer operations analytics, providing market forecasts, segmented by region, application, and segment, through 2027.

While legacy CISs have performed as cash registers for the utility industry, there is increasing pressure to upgrade these vital systems to perform additional functions. At many utilities, current CISs are out of date and in need of upgrades to meet the requirements of more demanding consumers and engaged regulators.  : According to a new report from , global revenue for CIS/CRM and customer analytics is expected to total $61.1 billion over the next decade.

“Billing and CIS solutions are some of the most complicated and expensive IT applications needed by utilities,” says Michael Kelly, research analyst at Navigant Research. “To keep up with the demand for upgraded systems, vendors are responding with increased development of customer management solutions and should expect strong adoption over the forecast period.”

According to the report, increasing investment is expected across Eastern Europe, Latin America, and the Middle East & Africa. In North America and Western Europe, improvements to upgrade older systems are being driven by customer demands for more engagement, integration with mobile devices, and opportunities for increased reliability.

The 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. An Executive Summary of the report is available for free download on the .

Contact: Lindsay Funicello-Paul

+1.781.270.8456

* The information contained in this press release concerning the report, Market Data: Utility Customer Information and Relationship Management Systems, is a summary and reflects Navigant Research’s current expectations based on market data and trend analysis. Market predictions and expectations are inherently uncertain and actual results may differ materially from those contained in this press release or the report. Please refer to the full report for a complete understanding of the assumptions underlying the report’s conclusions and the methodologies used to create the report. Neither Navigant Research nor Navigant undertakes any obligation to update any of the information contained in this press release or the report.

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