2026 Global: Customer Information System Market-Competitive Review (2032) report
Description
The 2026 Global: Customer Information System Market-Competitive Review (2031) report features the global market size and projected growth/decline data for the period 2021 through 2032. The report primarily provides an examination of the business strategies for the ten largest global companies in the market and how their strategies differ.
Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary economic models. Our forecasts project the product market size nationally and by regions for 2021 to 2032 using regression analysis in our modeling. and Perry/Hope is the only market research publisher that utilizes both longitudinal (historical) and vertical (from market section to market division to market class) analysis, since we study every manufactured product in the countries we analyze. The report also provides written analysis on the market definition, market segments, and SWOT analysis (market strengths, weaknesses, opportunities, and threats).
The market study aims at estimating the market size and the growth potential of this market. Topics analyzed within the report include a detailed breakdown of the global markets for customer information system market by geography and historical trend. The scope of the report extends to sizing of the customer information system market market and global market trends with market data for 2024 as the base year, 2025 and 2026 as the estimate years with projection of CAGR from 2027 to 2032.
The report also features a list of the top ten largest global players in the market. A review of each company includes 1) an estimate of the market share, 2) a listing of the products and/or services in the market, and 3) the features of these products and/or services in the market. The report has a chapter on Comparative Business Strategies for the largest four players. An example of the Comparative Business Strategies analysis would be -- How does Netflix's business strategy to expand its market share in the global online streaming compare to Amazon Prime's business strategy through its video products and services?
The ten market players in this report and a brief synopsis of their participation in the market are:
Oracle, SAP, IBM, Hansen Technologies, Kraken Technologies, Gentrack, Fluentgrid, Itineris, Accenture, and Cognizant are widely recognized as major companies serving the Customer Information System (CIS) market, offering billing, customer care, meter-data integration, analytics, and cloud-native platforms tailored for utilities and high-volume service providers. Oracle supplies a comprehensive Utilities CIS with integrated meter data management and cloud deployment options that emphasize rapid modernization and scalability. SAP delivers CIS capabilities within its S/4HANA Utilities and broader enterprise ecosystem, leveraging AI and cloud services to connect customer data, billing, and regulatory compliance for large utilities. IBM brings consulting, cloud platforms, and data-management expertise to CIS projects, focusing on integration, analytics, and transformation of legacy systems. Hansen Technologies targets energy, water, and telecom utilities with a configurable Hansen CIS product line and a history of strategic acquisitions to expand footprint and service coverage. Kraken Technologies, a cloud-native platform developed by Octopus Energy, positions itself as a disruptive, scalable CIS for modern retail energy operations with strong automation and machine-learning features used by utilities pursuing renewable integration and dynamic pricing.
Gentrack and Fluentgrid represent specialist vendors that concentrate on utility-specific CIS solutions that shorten deployment time through configurable templates and domain-focused workflows. Gentrack supplies metering, billing, and customer care systems aimed at energy and water sectors, while Fluentgrid emphasizes process automation, smart-meter integration, and managed services for utilities and public-sector customers. Itineris (and similar niche vendors) offer configurable CIS modules and professional services that support regional utilities with tailored billing rules and regulatory compliance capabilities. Accenture, Cognizant, and other large systems integrators play a complementary but critical role by delivering consulting, system-integration, cloud-migration, and managed services around CIS implementations; these firms help utilities modernize legacy CIS platforms, deploy SaaS or hybrid cloud models, and embed analytics and AI into customer operations. Such integrators are frequently engaged to run large-scale transformation programs, combine CIS with CRM and ERP ecosystems, and provide post-implementation support and optimization.
Market dynamics show a mix of enterprise software giants that leverage broad product ecosystems and deep R&D (Oracle, SAP, IBM) alongside utility-focused specialists and cloud-native disruptors (Hansen, Gentrack, Fluentgrid, Kraken, Itineris) that offer faster configuration and domain expertise suitable for mid-sized and regional utilities. Adoption trends favor cloud and SaaS CIS deployments for agility and OpEx models while many large utilities still retain on-premises systems for control and integration with legacy infrastructure, creating opportunities for hybrid approaches and migration services provided by Accenture, Cognizant, and other integrators. Competitive positioning in the CIS market is shaped by regulatory complexity, smart-meter data volumes, need for tariff flexibility, and the ability to integrate customer engagement platforms and AI-driven analytics to reduce churn and improve revenue assurance.
Perry/Hope Partners' reports provide the most accurate industry forecasts based on our proprietary economic models. Our forecasts project the product market size nationally and by regions for 2021 to 2032 using regression analysis in our modeling. and Perry/Hope is the only market research publisher that utilizes both longitudinal (historical) and vertical (from market section to market division to market class) analysis, since we study every manufactured product in the countries we analyze. The report also provides written analysis on the market definition, market segments, and SWOT analysis (market strengths, weaknesses, opportunities, and threats).
The market study aims at estimating the market size and the growth potential of this market. Topics analyzed within the report include a detailed breakdown of the global markets for customer information system market by geography and historical trend. The scope of the report extends to sizing of the customer information system market market and global market trends with market data for 2024 as the base year, 2025 and 2026 as the estimate years with projection of CAGR from 2027 to 2032.
The report also features a list of the top ten largest global players in the market. A review of each company includes 1) an estimate of the market share, 2) a listing of the products and/or services in the market, and 3) the features of these products and/or services in the market. The report has a chapter on Comparative Business Strategies for the largest four players. An example of the Comparative Business Strategies analysis would be -- How does Netflix's business strategy to expand its market share in the global online streaming compare to Amazon Prime's business strategy through its video products and services?
The ten market players in this report and a brief synopsis of their participation in the market are:
Oracle, SAP, IBM, Hansen Technologies, Kraken Technologies, Gentrack, Fluentgrid, Itineris, Accenture, and Cognizant are widely recognized as major companies serving the Customer Information System (CIS) market, offering billing, customer care, meter-data integration, analytics, and cloud-native platforms tailored for utilities and high-volume service providers. Oracle supplies a comprehensive Utilities CIS with integrated meter data management and cloud deployment options that emphasize rapid modernization and scalability. SAP delivers CIS capabilities within its S/4HANA Utilities and broader enterprise ecosystem, leveraging AI and cloud services to connect customer data, billing, and regulatory compliance for large utilities. IBM brings consulting, cloud platforms, and data-management expertise to CIS projects, focusing on integration, analytics, and transformation of legacy systems. Hansen Technologies targets energy, water, and telecom utilities with a configurable Hansen CIS product line and a history of strategic acquisitions to expand footprint and service coverage. Kraken Technologies, a cloud-native platform developed by Octopus Energy, positions itself as a disruptive, scalable CIS for modern retail energy operations with strong automation and machine-learning features used by utilities pursuing renewable integration and dynamic pricing.
Gentrack and Fluentgrid represent specialist vendors that concentrate on utility-specific CIS solutions that shorten deployment time through configurable templates and domain-focused workflows. Gentrack supplies metering, billing, and customer care systems aimed at energy and water sectors, while Fluentgrid emphasizes process automation, smart-meter integration, and managed services for utilities and public-sector customers. Itineris (and similar niche vendors) offer configurable CIS modules and professional services that support regional utilities with tailored billing rules and regulatory compliance capabilities. Accenture, Cognizant, and other large systems integrators play a complementary but critical role by delivering consulting, system-integration, cloud-migration, and managed services around CIS implementations; these firms help utilities modernize legacy CIS platforms, deploy SaaS or hybrid cloud models, and embed analytics and AI into customer operations. Such integrators are frequently engaged to run large-scale transformation programs, combine CIS with CRM and ERP ecosystems, and provide post-implementation support and optimization.
Market dynamics show a mix of enterprise software giants that leverage broad product ecosystems and deep R&D (Oracle, SAP, IBM) alongside utility-focused specialists and cloud-native disruptors (Hansen, Gentrack, Fluentgrid, Kraken, Itineris) that offer faster configuration and domain expertise suitable for mid-sized and regional utilities. Adoption trends favor cloud and SaaS CIS deployments for agility and OpEx models while many large utilities still retain on-premises systems for control and integration with legacy infrastructure, creating opportunities for hybrid approaches and migration services provided by Accenture, Cognizant, and other integrators. Competitive positioning in the CIS market is shaped by regulatory complexity, smart-meter data volumes, need for tariff flexibility, and the ability to integrate customer engagement platforms and AI-driven analytics to reduce churn and improve revenue assurance.
Table of Contents
32 Pages
- 1.0 Scope of Report and Methodology
- 2.0 Market SWOT Analysis and Players
- 2.1 Market Definition
- 2.2 Market Segments
- 2.3 Market Strengths
- 2.4 Market Weaknesses
- 2.5 Market Threats
- 2.6 Market Opportunities
- 2.7 Major Players
- 3.0 Competitive Analysis
- 3.1 Market Player 1
- 3.2 Market Player 2
- 3.3 Market Player 3
- 3.4 Market Player 4
- 3.5 Market Player 5
- 3.6 Market Player 6
- 3.7 Market Player 7
- 3.8 Market Player 8
- 3.9 Market Player 9
- 3.10 Market Player 10
- 4.0 Comparative Business Strategies
- 4.1 Comparative Business Strategies of Player 1 and 2
- 4.2 Comparative Business Strategies of Player 1 and 3
- 4.3 Comparative Business Strategies of Player 1 and 4
- 4.4 Comparative Business Strategies of Player 2 and 3
- 4.5 Comparative Business Strategies of Player 2 and 4
- 4.6 Comparative Business Strategies of Player 3 and 4
- 5.0 Appendix
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