- Summary
- Table Of Content
- Methodology
Customer Information System Market Size:
Customer Information System Market size is estimated to reach over USD 4.48 Billion by 2032 from a value of USD 1.66 Billion in 2024 and is projected to grow by USD 1.85 Billion in 2025, growing at a CAGR of 11.7% from 2025 to 2032.
Customer Information System Market Scope & Overview:
Customer information system (CIS) refers to a solution that is designed to assist businesses in managing and analyzing customer information. CIS typically consolidates and stores a wide range of customer-related data, including personal information, transaction history, communication records, and preferences among others. Moreover, customer information systems offer several benefits including centralized data management, improved customer insights, improved customer insights, informed decision-making, increased operational efficiency, and others. Additionally, the above benefits of CIS are further increasing its deployment in energy & utilities, retail & e-commerce, telecommunications, BFSI, and other sectors.
Customer Information System Market Dynamics - (DRO) :
Key Drivers:
Rising adoption in the energy & utilities sector is propelling the customer information system market growth
Customer information management systems play a crucial role in the energy & utilities sector for managing customer relationships and streamlining operations related to services such as electricity, water, and gas among others. Moreover, CIS is primarily used in the energy & utilities sector for several applications involving account management, billing and payments, customer service and support, data collection, analytics, and others. Additionally, the utilization of a CIS in this sector assists in enhancing customer service and improving operational efficiency, data management, and regulatory compliance.
- For instance, according to the S. Energy Information Administration (EIA), the United States consists of approximately 1,700 utilities. Similarly, EIA further states that the United States had around 1.19 billion kW of total utility-scale electricity-generation capacity by the end of 2023.
Hence, according to the analysis, the growing energy & utilities industry is increasing the demand for managing customer relationships and streamlining utility operations, in turn driving the customer information system market size.
Key Restraints:
High initial investment and operational challenges associated with CIS are restraining the customer information system market growth
The implementation of CIS is often associated with certain operational limitations and challenges, which are among the key factors restraining the market. For instance, CIS is often associated with high initial investment and implementation costs. The system also requires additional ongoing costs related to maintaining and upgrading the software, as well as training employees for its effective utilization.
Moreover, CIS can be quite complex and challenging to implement, particularly for small businesses with limited IT and financial resources as the software usually requires a certain degree of customization and integration with existing systems, which can be costly and time-consuming. Further, CIS solution also involves storing sensitive data, such as personal or financial data, which may raise security and privacy concerns, particularly for cloud-based deployment. Thus, high initial investment and operational challenges are hindering the customer information system market expansion.
Future Opportunities :
Technological advancements, including AI (artificial intelligence) integration with customer information management systems, are expected to drive the customer information system market opportunities
Customer information system providers are frequently investing in the development of new technologies associated with customer information management systems to ensure safe and effective application in various industries, including energy & utilities, BFSI, retail & e-commerce, telecommunications, and others. As a result, customer information management system providers are launching new solutions integrated with advanced technologies and features such as artificial intelligence, and others, which are expected to provide lucrative aspects for market development.
- For instance, in September 2024, Oracle announced the availability of Oracle Energy and Water Data Intelligence, which is a data analytics, unification, and AI solution that is designed for utilization in utilities. Oracle Energy and Water Data Intelligence solution is integrated with data pipelines and insights for Oracle's metering solutions and customer information systems.
Hence, as per the analysis, the rising technological advancements associated with customer information management systems are projected to boost the customer information system market opportunities during the forecast period.
Customer Information System Market Segmental Analysis :
By Offering:
Based on offering, the market is segmented into solution and services.
Trends in the offering:
- Increasing technological advancements associated with CIS solutions such as integration of artificial intelligence (AI), cloud computing, and machine learning (ML) among others.
- Rising trend towards utilization of CIS solutions in energy & utilities, BFSI, retail, and telecommunication sectors for improving customer management and improving operational efficiency.
The solution segment accounted for the largest revenue share in the total customer information system market share in 2024, and it is anticipated to register significant CAGR growth during the forecast period.
- CIS solution refers to a comprehensive software application that is designed to help enterprises manage customer-related information and interactions effectively.
- It consolidates important customer data, including contact details, billing and payment history, service consumption patterns, and communication records.
- Moreover, CIS solutions are widely for centralized customer data management across several industries, particularly in sectors involving high customer interaction volumes, such as utilities, retail, telecommunications, BFSI, and others.
- For instance, VeterxOne offers VXcis solution in its offerings, which is a CIS solution that is designed to power utility operations while delivering modern experience, high reliability, and regulatory agility. It helps utility companies in managing electricity, gas, water, or all three, and serve their customers more efficiently.
- Therefore, the above factors are further driving the customer information system market trends.
By Deployment Type:
Based on deployment type, the market is segmented into on-premise and cloud.
Trends in the deployment type:
- The adoption of on-premise deployment is primarily driven by factors including higher security and privacy, and more control over server hardware.
- Factors including the ease of integration, rapid deployment, and increasing consumer preference for flexible, scalable, reliable, and cost-effective customer information management systems are key trends driving the cloud deployment segment.
On-premise segment accounted for a substantial revenue in the total customer information system market share in 2024.
- On-premise deployment enables enterprises to manage and have complete control over its integrations and maintain tighter control over the system’s security aspects as compared to cloud-based deployment.
- Factors including higher security and privacy, lower network bandwidth costs, and more control over server hardware are vital aspects driving the on-premise deployment segment.
- For instance, Oracle offers on-premise CIS solution, Oracle Utilities Customer to Meter, in its solution offerings. The on-premise solution offers improved data management, customer care, and billing capabilities into a unified solution that is capable of supporting modern utilities’ customer care operations.
- According to the analysis, increasing advancements associated with on-premise CIS solutions are driving the customer information system market size.
Cloud segment is anticipated to register the fastest CAGR growth during the forecast period.
- The cloud-based deployment offers seamless collaboration along with fast and cost-effective access to customer information management systems by multiple users, irrespective of the time and location of the user.
- Moreover, cloud-based deployment provides numerous benefits such as rapid implementation, minimal capital expense, ease of utilization and integration, faster processing, and higher scalability, among others.
- For instance, Advanced Utility Systems offers CIS Infinity Customer Information System in its solution offerings, which is a cloud-based customer information and utility billing system. The cloud-based solution automatically triggers customer communications based on events by using workflow rule and also supports multiple working environments.
- Consequently, the increasing advancements related to cloud-based customer information management systems are driving the customer information system market trends.
By End Use:
Based on end use, the market is segmented into energy & utilities, retail & e-commerce, telecommunications, BFSI, and others.
Trends in the end use:
- Increasing adoption of customer information management systems in the energy & utilities sector for managing customer data and streamlining utility operations.
- There is a rising trend towards the utilization of customer information management systems in retail industry, due to its several benefits including improved customer segmentation, enhanced customer data management, and increased operational efficiency.
The energy & utilities segment accounted for the largest revenue share of 45.72% in the overall market in 2024.
- Customer information management systems are primarily used in the energy & utilities sector for managing customer data and relationships, along with streamlining operations related to services such as electricity, water, and gas among others.
- Moreover, it is mainly used in the energy & utilities sector for several applications involving account management, billing and payments, customer service and support, data collection, analytics, and others.
- For instance, MaxBill offers CIS utility billing software, specifically designed for utilization in the utilities sector. MaxBill CIS utility billing software supports cross-utility service delivery along with collecting all information associated with consumed utility and calculating the cost of the service by tariff plans.
- According to the customer information system market analysis, the rising utilization of customer information management systems in the energy & utilities sector is driving the market demand.
Retail & e-commerce segment is anticipated to register the fastest CAGR growth during the forecast period.
- Customer information management systems are often used in the retail & e-commerce sector for managing customer data and interactions.
- It allows retail businesses to leverage detailed customer information for improving user experience, boosting sales, and enhancing customer satisfaction.
- Moreover, the use of customer information management systems in retail firms offers several benefits such as improved customer segmentation, improved customer data management, along with personalized and targeted product recommendations and marketing campaigns based on customer insights.
- For instance, according to the India Brand Equity Foundation, the retail sector in India was valued at USD 1,200 billion in 2023, and it is projected to grow up to USD 2,500 billion by 2035.
- Therefore, the growing retail & e-commerce sector is projected to drive market growth during the forecast period.
Regional Analysis:
The regions covered are North America, Europe, Asia Pacific, Middle East and Africa, and Latin America.
Asia Pacific region was valued at USD 0.42 Billion in 2024. Moreover, it is projected to grow by USD 0.47 Billion in 2025 and reach over USD 1.18 Billion by 2032. Out of this, China accounted for the maximum revenue share of 34.40%. As per the customer information system market analysis, the adoption of customer information management systems in the Asia-Pacific region is primarily driven by the growing utilities, telecommunications, and BFSI sectors, among others. Additionally, the growing retail & e-commerce sector and increasing adoption of customer information management systems among retail enterprises for managing customer data and streamlining retail operations are further accelerating the customer information system market expansion.
- For instance, according to the India Brand Equity Foundation, the e-commerce sector in India was valued at USD 93 billion in 2023, and it is projected to grow to USD 550 billion by 2035. The aforementioned factors are anticipated to drive market growth in the Asia-Pacific region during the forecast period.
North America is estimated to reach over USD 1.59 Billion by 2032 from a value of USD 0.59 Billion in 2024 and is projected to grow by USD 0.66 Billion in 2025. In North America, the growth of the customer information system industry is driven by growing investments in BFSI, energy & utilities, retail & e-commerce, and other sectors. Moreover, the increasing adoption of customer information management systems in BFSI sector for managing customer accounts and financial assets, and ensuring compliance with regulations is further contributing to the customer information system market demand.
- For instance, according to the Federal Reserve Board, there are approximately 2,160 large commercial banks in the United States as of March 2025. These banks have consolidated assets of USD 300 million or more, with several branches in the U.S. as well as other countries. Consequently, the above factors are further driving the market in North America.
Additionally, the regional analysis depicts that the growing telecommunications, BFSI, and healthcare sectors and increasing need for efficient customer data management solutions among business enterprises are driving the customer information system market demand in Europe. Further, as per the market analysis, the market demand in Latin America, Middle East, and African regions is expected to grow at a substantial rate due to several factors such as increasing development of retail & e-commerce business, expansion of telecommunication firms, and growing energy & utilities sector, among others.
Top Key Players and Market Share Insights:
The global customer information system market is highly competitive with major players providing solutions to the national and international markets. Key players are adopting several strategies in research and development (R&D), product innovation, and end-user launches to hold a strong position in the customer information system market. Key players in the customer information system industry include-
- Oracle Corporation (U.S)
- Advanced Utility Systems (Canada)
- Itineris (Belgium)
- Milestone Utility Services (U.S)
- Wipro (India)
- Cayenta (Canada)
- IBM Corporation (U.S)
- Fluentgrid Limited (India)
- Gentrack (New Zealand)
- Hansen Technologies (Australia)
Recent Industry Developments :
Product Launch:
- In May 2022, Advanced Utility Systems introduced its new updates to its Infinity customer information system. The updated solution offers a cloud-based, modern customer information and billing software platform that can significantly transform consumer service and billing, enhance customer experience, and improve field workforce management for utility companies.
Customer Information System Market Report Insights :
| Report Attributes | Report Details |
| Study Timeline | 2019-2032 |
| Market Size in 2032 | USD 4.48 Billion |
| CAGR (2025-2032) | 11.7% |
| By Offering |
|
| By Deployment Type |
|
| By End Use |
|
| By Region |
|
| Key Players |
|
| North America | U.S. Canada Mexico |
| Europe | U.K. Germany France Spain Italy Russia Benelux Rest of Europe |
| APAC | China South Korea Japan India Australia ASEAN Rest of Asia-Pacific |
| Middle East and Africa | GCC Turkey South Africa Rest of MEA |
| LATAM | Brazil Argentina Chile Rest of LATAM |
| Report Coverage |
|
Key Questions Answered in the Report
How big is the customer information system market? +
The customer information system market was valued at USD 1.66 Billion in 2024 and is projected to grow to USD 4.48 Billion by 2032.
Which is the fastest-growing region in the customer information system market? +
Asia-Pacific is the region experiencing the most rapid growth in the customer information system market.
What specific segmentation details are covered in the customer information system report? +
The customer information system report includes specific segmentation details for offering, deployment type, end use, and region.
Who are the major players in the customer information system market? +
The key participants in the customer information system market are Oracle Corporation (U.S), Advanced Utility Systems (Canada), Cayenta (Canada), IBM Corporation (U.S), Fluentgrid Limited (India), Gentrack (New Zealand), Hansen Technologies (Australia), Itineris (Belgium), Milestone Utility Services (U.S), Wipro (India), and others.
