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DOMAIN EXPERT ENGAGEMENTS

Number of executives repeatedly engaged by snail & email outreach*

POOL + OUTREACH

23084

Interactions with Platform & by Email *

INTERACTIONS

2078

Unique # Participated *

PARTICIPANTS

462

Responses Validated *

VALIDATIONS

57

* Platform engagements are dynamic. Stats are published quarterly.


  •  CODE

  •  PAGES

  •  DATE

  •  PRICE

    $

  •  DATA EXHIBITS

    125


TABLE OF CONTENTS


   Pages :    | $

   Study Reliability and Reporting Limitations.....I-1  
   Disclaimers.....I-2
Data Interpretation & Reporting Level.....I-2
  
   Product Definitions and Scope of Study.....I-3  
   A Prelude.....II-1
End-User Experience Monitoring – Gaining Impetus.....II-1
1$100
   CEM Balances Customers and Business.....II-2
Increasing Need for Web Performance Monitoring.....II-2
Rise of Digital Communication Masks Traditional Market Surveys.....II-2
1$100
   Increasing Importance of CEM in Telecom.....II-3
Current & Future Analysis.....II-3
1$100
   Market Scenario.....II-4
Customer Experience Management Market to Witness Significant Growth.....II-4
CEM Emerges as a Tool for Enhancing Customer Loyalty and Increasing
  Profitability.....II-4
1$100
   Evolution of Customer Experience Monitoring.....II-5
Key Practices Expected to Allow Companies Gain Maximum Benefits from CEM.....II-5
Integration of Management Tools to Convert Data into Action.....II-5
Focus on Diagnostics through Customer Interactions.....II-5
1$100
   Monitoring the Quality of Customer Service.....II-6
Sharing of Customer Reports across the Organization.....II-6
Integration of Diversified Data Sources.....II-6
Monitoring Unsolicited and Unstructured Feedback.....II-6
Closure of Customer Feedback Loop.....II-6
1$100
   Encouraging Customer Participation through Interactive Surveys.....II-7
Integrating Social Media for Monitoring Customer Experience.....II-7
Correlating Customer Feedbacks with Brand Experience.....II-7
Impact of Social Media on Improving Customer Experience.....II-7
Telecommunications Sector Eyeing CEM for Customer Retention and Acquisition.....II-7
1$100
   Table 1: Global Mobile Telecommunications Market (2014-H1): Number of Mobile Subscriptions (in Million) by Geographic Region (includes corresponding Graph/Chart).....II-81$350
   Table 2: Global Mobile Internet Market (2014): Number of Active Subscriptions (in Million) by Geographic Region (includes corresponding Graph/Chart).....II-9
Growing Mobile Broadband Demand Bodes Well for CEM.....II-9
1$350
   Table 3: Global Market for Smartphones: Volume Sales in Million Units for 2011, 2013, 2015 & 2018 (includes corresponding Graph/Chart).....II-10

Table 4: Global Smartphones Market - Percentage Breakdown of Unit Sales for US, Canada, Japan, France, Germany, Italy, UK, Russia, China, India, and Brazil for 2013 (includes corresponding Graph/Chart).....II-10
1$350
   Table 5: World Smartphone Penetration for Select Countries (as a Percentage of Mobile Phone Users): 2013 (includes corresponding Graph/Chart).....II-111$350
   Table 6: Worldwide Smartphone Penetration (as a Percentage of Total Population) for Select Countries: January 2014 (includes corresponding Graph/Chart).....II-12

Table 7: Global Mobile Broadband Subscriptions (in Million) in Developed and Developing Countries: January 2014 (includes corresponding Graph/Chart).....II-12
1$350
   Table 8: Worldwide Mobile Broadband Penetration Rate (%) by Region: January 2014 (includes corresponding Graph/Chart).....II-13

Table 9: Worldwide Active Broadband (Fixed & Mobile) Per 100 People (2013): Breakdown by Geographic Region (includes corresponding Graph/Chart).....II-13
1$350
   Table 10: Worldwide Monthly Wireless Data Traffic in Millions of Gigabytes per Month for the Years 2012 Through 2018 (includes corresponding Graph/Chart).....II-14
Conventional Revenue Generating Measures Make Way for Managing Customer Experience
  in Telecom.....II-14
1$350
   Available Technologies Leave Much to be Desired.....II-15
Grouping Available CEM Solutions for Telecom.....II-15
Network Probes Lose Sheen in Telecom Industry.....II-15
1$100
   Rising Mobile Internet Traffic Spawns New Analytical Solutions.....II-16
Advanced CEM Management Tools-Data Source for Business Analytics.....II-16
Website and Web Applications Experience Monitoring.....II-16
The Need for Combining Active and Passive Monitoring Arises.....II-16
1$100
   APM Tools Gain Prominence.....II-17
What Does APM Do?.....II-17
1$100
   Future Prospects in APM Capabilities.....II-18
Competition to Further Intensify.....II-18
Demand for Tag Management Solutions Gains Momentum.....II-18
1$100
   Increasing Prominence of Component Level and Real User Monitoring Solutions.....II-19
Rising Demand for Compressive Web Analytics.....II-19
Web Analytics Market Matures, Consolidation Activity Slows Down.....II-19
1$100
   Select Vendors of Customer Experiencing Monitoring Tools.....II-201$100
   Customer Experience: An Introduction.....II-21
Methods for Improving Customer Experience.....II-21
What is Customer Experience Monitoring?.....II-21
1$100
   Customer Experience Monitoring vs. Customer Relationship Management.....II-22
Benefits.....II-22
1$100
   Factors Restricting Organizations from Implementing Customer Experience
  Monitoring.....II-23
End User/Customer Experience Monitoring Tools - Definition.....II-23
1$100
   Major Benefits of End-User Monitoring Solutions.....II-24
Methods for End-User Experience Monitoring.....II-24
Synthetic Transactions.....II-24
Passive Collector.....II-24
1$100
   Javascript.....II-25
Types of Website Monitoring Solutions.....II-25
Passive Monitoring/Real-User Monitoring.....II-25
Major Benefits.....II-25
1$100
   Major Disadvantages.....II-26
Active Monitoring/Synthetic Monitoring.....II-26
Major Advantages.....II-26
1$100
   CA Technologies Releases CA Nimsoft Monitor.....II-27
Dynatrace Develops Performance Test.....II-27
Compuware Adds New Capabilities to DC RUM Solution.....II-27
Correlsense Launches Real User Monitoring for Native Mobile Applications.....II-27
Knoa Rolls Out Beta Version of Executive Dashboards.....II-27
RADCOM Uses Intel® Ethernet XL710 Controller.....II-27
Anite Launches Nemo CEM Observer.....II-27
1$100
   Knoa Software Launches Knoa Experience and Performance Manager (EPM) version
  7.1.....II-28
New Relic Announces Extended capabilities for New Relic for Mobile Apps.....II-28
New Relic Plans To Host a Panel with Their Customers.....II-28
CustVox Launches Customer Experience Management (CEM) Maturity Assessment Tool.....II-28
CA Technologies Releases CA Workload Automation Solution.....II-28
Huawei Incorporates HUAWEI SmartCare CEM Solution in IDEAL Use Cases.....II-28
Accanto Rolls Out iCEM Monitoring Platform.....II-28
1$100
   TAP Portugal Utilizes CA Technologies APM.....II-29
Metrica Inks Strategic Partnership Agreement with Sensiple.....II-29
RADCOM Partners With Allot to Provide VoIP Quality of Experience Monitoring
  Solution.....II-29
RADCOM Announces Expansion in China with CTC.....II-29
CustVox Enters into Partnership with Jacobsons Direct Marketing Services.....II-29
Nexus Telecom Joins Hands with Aito Technologies.....II-29
1$100
   Aternity, Inc. (US).....II-30
BMC Software, Inc. (US).....II-30
CA Technologies, Inc. (US).....II-30
1$100
   Comarch SA (Poland).....II-31
Compuware Corporation (US).....II-31
1$100
   CorrelSense, Inc. (US).....II-32
Dominion Digital, Inc. (US).....II-32
Huawei Technologies Co., Ltd. (China).....II-32
1$100
   IBM (US).....II-331$100
   Inforonics Global Services, LLC (US).....II-34
Knoa Software, Inc. (US).....II-34
KoHorts IT Services, LLC (US).....II-34
1$100
   Metrica Systems Pvt. Ltd. (India).....II-35
NetCracker Technology Corp. (US).....II-35
1$100
   New Relic, Inc. (US).....II-36
NEXA Group Pty Ltd. (Australia).....II-36
Nokia Siemens Networks Oy (Finland).....II-36
1$100
   Oracle Corporation (US).....II-37
RADCOM Ltd. (Israel).....II-37
RadioOpt GmbH (Germany).....II-37
1$100
   Riverbed Technology, Inc. (US).....II-381$100
   Table 11: World Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific, Latin America and Rest of World Markets Independently Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....II-391$350
   Table 12: World Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - US, Canada, Japan, Europe, Asia-Pacific, Latin America and Rest of World Markets Independently Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....II-401$350
   Table 13: World 12-Year Perspective for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - Percentage Breakdown of Revenues for US, Canada, Japan, Europe, Asia-Pacific, Latin America and Rest of World Markets for Years 2009, 2015 and 2020 (includes corresponding Graph/Chart).....II-411$350
   A. Market Analysis.....III-1
Current & Future Analysis.....III-1
Product Launches.....III-1
1$75
   Key Players.....III-27$395
   B. Market Analytics.....III-9
Table 14: US Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-9
1$200
   Table 15: US Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-101$200
   Market Analysis.....III-11
Table 16: Canadian Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-11
1$200
   Table 17: Canadian Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-121$200
   Market Analysis.....III-13
Table 18: Japanese Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-13
1$200
   Table 19: Japanese Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-141$200
   Market Analysis.....III-15
Market Analysis.....III-15
1$75
   Table 20: European Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets Independently Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-161$200
   Table 21: European Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets Independently Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-171$200
   Table 22: European 12-Year Perspective for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - Percentage Breakdown of Revenues for France, Germany, Italy, UK, Spain, Russia and Rest of Europe Markets for Years 2009, 2015 and 2020 (includes corresponding Graph/Chart).....III-181$200
   Market Analysis.....III-19
Table 23: French Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-19
1$200
   Table 24: French Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-201$200
   A. Market Analysis.....III-21
Current & Future Analysis.....III-21
RadioOpt GmbH – A Key Player.....III-21
1$75
   B. Market Analytics.....III-22
Table 25: German Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-22
1$200
   Table 26: German Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-231$200
   Market Analysis.....III-24
Table 27: Italian Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-24
1$200
   Table 28: Italian Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-251$200
   Market Analysis.....III-26
Table 29: UK Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-26
1$200
   Table 30: UK Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-271$200
   Market Analysis.....III-28
Table 31: Spanish Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-28
1$200
   Table 32: Spanish Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-291$200
   Market Analysis.....III-30
Table 33: Russian Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-30
1$200
   Table 34: Russian Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-311$200
   A. Market Analysis.....III-32
Current & Future Analysis.....III-32
Product Launches.....III-32
Strategic Corporate Developments.....III-32
1$75
   Key Players.....III-331$75
   B. Market Analytics.....III-34
Table 35: Rest Of Europe Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-34
1$200
   Table 36: Rest of Europe Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-351$200
   Market Analysis.....III-36
Table 37: Asia-Pacific Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - Australia, China, India and Rest of Asia-Pacific Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-36
1$200
   Table 38: Asia-Pacific Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - Australia, China, India and Rest of Asia-Pacific Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-371$200
   Table 39: Asia-Pacific 12-Year Perspective for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry by Geographic Region - Percentage Breakdown of Revenues for Australia, China, India and Rest of Asia-Pacific for Years 2009, 2015 and 2020 (includes corresponding Graph/Chart).....III-381$200
   A. Market Analysis.....III-39
Current & Future Analysis.....III-39
NEXA Group Pty Ltd. – A Key Player.....III-39
1$75
   B. Market Analytics.....III-40
Table 40: Australian Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-40
1$200
   Table 41: Australian Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-411$200
   A. Market Analysis.....III-42
Current & Future Analysis.....III-42
Product Launch.....III-42
Strategic Corporate Developments.....III-42
Huawei Technologies Co., Ltd. – A Key Player.....III-42
1$75
   B. Market Analytics.....III-43
Table 42: Chinese Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-43
1$200
   Table 43: Chinese Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-441$200
   A. Market Analysis.....III-45
Current & Future Analysis.....III-45
Metrica Systems Pvt. Ltd. – A Key Player.....III-45
1$75
   B. Market Analytics.....III-46
Table 44: Indian Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-46
1$200
   Table 45: Indian Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-471$200
   Market Analysis.....III-48
Table 46: Rest of Asia-Pacific Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-48
1$200
   Table 47: Rest of Asia-Pacific Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-491$200
   Market Analysis.....III-50
Table 48: Latin American Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-50
1$200
   Table 49: Latin American Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-511$200
   A. Market Analysis.....III-52
Current & Future Analysis.....III-52
Product Launch.....III-52
Strategic Corporate Development.....III-52
Key Player.....III-52
1$75
   B. Market Analytics.....III-53
Table 50: Rest of World Recent Past, Current and Future Analysis for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2014 through 2020 (includes corresponding Graph/Chart).....III-53
1$200
   Table 51: Rest of World Historic Review for Customer Experience Monitoring Solutions in Mobile Telecommunications Industry Analyzed with Annual Revenue Figures in US$ Thousand for Years 2009 through 2013 (includes corresponding Graph/Chart).....III-541$200
    
 
 


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