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中国CRM市场2019年的市场规模达到35亿元,同比增长16.7%,正处于市场扩充的阶段。首先是政策的推动和大环境的引领,促使跨境贸易发展前景进一步明朗。同时,在疫情黑天鹅的影响下,中国跨境贸易行业或将面临洗牌期,企业对于数字化系统的需求将会进一步被激发。随着中国跨境贸易市场规模的不断扩大,跨境贸易作为CRM系统中的一个重要应用渠道也将不断发展进步。由于中国跨境贸易行业对于数字化管理的需求不断增强,资本市场对于跨境贸易CRM行业的关注度持续升温。随着互联网资本的进入,背靠资本巨头的资源,CRM系统逐渐与外贸行业中其他各个环节实现打通。产业链的完善使得外贸行业数据有效联通,客户能够在获客后快速将数据对接至CRM系统中,并实现生产、物流、支付、报关退税等环节的一站式完成。在此基础上,未来人工智能技术的加入将赋予CRM系统更多的可能性。通过机器自身的学习,用户企业的各自需求将以更加精准化的方式得到满足。
China's CRM market reached 3.5 billion yuan in 2019, an increase of 16.7% year-on-year, and it is in the stage of market expansion. The first is the promotion of policies and the guidance of the general environment, which has further clarified the development prospects of cross-border trade. At the same time, under the influence of the black swan of the epidemic, China's cross-border trade industry may face a reshuffle period, and enterprises' demand for digital systems will be further stimulated. As the scale of China's cross-border trade market continues to expand, cross-border trade as an important application channel in the CRM system will also continue to develop and progress. As the demand for digital management in China's cross-border trade industry continues to increase, the capital market continues to pay more attention to the cross-border trade CRM industry. With the entry of Internet capital and relying on the resources of capital giants, the CRM system has gradually achieved connections with other links in the foreign trade industry. The improvement of the industrial chain enables the effective connection of data in the foreign trade industry, and customers can quickly connect the data to the CRM system after acquiring customers, and achieve one-stop completion of production, logistics, payment, customs declaration and tax rebate. On this basis, the addition of artificial intelligence technology in the future will give the CRM system more possibilities. Through the learning of the machine itself, the respective needs of user companies will be met in a more precise way.

2020年前三季度,规模以上高技术制造业增加值增长5.9%,装备制造业增加值增长4.7%,高技术产业投资增长9.1%,加快2.8个百分点。前三季度实物商品网上零售额同比增长15.3%,增速比上半年加快1个百分点,占社会消费品零售总额的比重达到24.3%。在疫情冲击下,产业转型发展的动力明显加快,以互联网经济为代表的新动能逆势成长,线上购物、直播带货等新业态、新模式持续火热,在线办公、远程问诊、在线教育等新兴需求非常旺盛,而母婴、养老、医美等刚需产业也在疫情中借助新的营销模式迸发出新的活力,在助力疫情防控、保障居民生活、促进经济增长方面发挥了积极的作用。

In the first three quarters of 2020, the value added of high tech manufacturing above scale increased by 5.9 percent, the value added of equipment manufacturing increased by 4.7 percent, and investment in high tech increased by 9.1 percent and 2.8 percentage points. In the first three quarters, the online retail sales of physical goods increased by 15.3% year-on-year, one percentage point faster than in the first half of the year, and accounted for 24.3% of the total retail sales of social consumer goods. Under the impact of the epidemic, the momentum of industrial transformation and development has accelerated significantly, the new momentum represented by the Internet economy has grown against the trend, and new business forms and new models such as online shopping and live streaming of goods have continued to heat up, the emerging demand for online work, long-distance consultation and online education is very strong, and industries that are just in need, such as mothers and babies, old-age care and medical beauty, are also bursting out with new vitality in the epidemic with the help of new marketing models, it has played an active role in promoting the prevention and control of epidemic situation, ensuring the livelihood of residents and promoting economic growth.

本报告研究涉及企业/品牌/案例:东方财富、华泰证券、老虎证券、富途证券。

随着中国资本市场发展,证券业也保持稳定增长,在2020年各行业受到新冠疫情冲击的情况下,行业仍有较好表现,且加快线上化发展。iiMedia Research(艾媒咨询)数据显示,2019年中国证券类APP用户规模达到1.11亿人,2020年更有望增至1.29亿人。目前中国互联网券商企业主要包括发展互联网证券业务的传统券商、以线上业务为主的纯互联网券商和从其他领域切入证券业务的互联网企业。传统券商依靠更长的发展时间和品牌口碑仍然是市场主流,但近年居民投资理财更加多元化,更多触及港美股市场股票交易,同时在境外市场上市企业增多,需要市场化程度较高的企业提供投行、ESOP等机构服务。因此以港美股为主要服务市场的纯互联网券商企业具有广阔的发展空间,未来地位将得到提升。

With the development of China capital market, the securities industry has also maintained a stable growth. Under the impact of Covid-19 in 2020, the securities industry still has a good performance and accelerates the online development despite other industries going down. As the data of iiMedia Research showed, user scale of China securities APP reached 111 million in 2019, and is expected to increase to 129 million in 2020. At present, China online brokerage companies mainly include traditional brokerage companies that develop online securities business, pure online brokerage companies that mainly focus on online business, and Internet enterprises that cut into securities business from other fields. Traditional brokerage companies are still mainstream of the market relying on longer development time and brand reputation. However, in recent years, residents’ investment and financial management have become more diversified, and they have invested more in Hong Kong and US stock market. At the same time, the amount of enterprises listed in overseas market has increased, which requires brokerage companies with higher degree of marketization to provide investment banking, ESOP and other institutional services. Therefore, the pure online brokerage companies with Hong Kong and US stock as the main service market have broad development space and their future status will be improved.

本报告研究涉及企业/品牌/案例:e互助、相互宝。

在国家政策的支持下,中国网络互助行业不断发展,逐渐成为医疗保障的有益补充。2019年中国网络互助行业救助总人数规模超过3万人,行业救助总金额超50亿元。截至2019年年底,中国网络互助覆盖人数达1.5亿人,预计2020年中国网络互助覆盖率达17.8%,2022年网络互助覆盖人数达有望达到3.9亿,覆盖率将达27.8%。通过网络互助平台的对比,结果显示,相较于报销型和综合型平台,给付型和聚焦型平台在人均互助金、获助比例等方面更具优势,e互助综合能力领先各平台。目前没有发现网络互助行业的规模效应,平台会员分摊未来有望保持平稳发展。未来中国网络互助将进入繁荣发展期,有望成为“国民级”产品,专业化运营与风险管控将成平台重点发展方向,行业也将从同质化到募集效率、金额的差异化发展。

With the support of national policies, China's network mutual assistance industry has continued to develop and has gradually become a useful supplement to medical security. In 2019, the total number of people assisted by China's network mutual assistance industry exceeded 30,000, and the total amount of industry assistance exceeded 5 billion yuan. At the end of 2019, the number of people covered by China's network mutual assistance reached 150 million. It is estimated that the coverage rate of China's network mutual assistance will reach 17.8% in 2020, and the number of network mutual assistance coverage is expected to reach 390 million in 2022, with a coverage rate of 27.8%. Through the comparison of network mutual assistance platforms, the results show that, compared with reimbursement and integrated platforms, payment and focused platforms have more advantages in terms of per capita mutual assistance, the proportion of assistance and so on. Besides, the comprehensive ability of “E HUAZHU” leads all platforms. At present, the scale effect of the network mutual assistance industry has not been found, and the platform members are expected to maintain stable spending in the future. In the future, China's network mutual assistance will enter a period of prosperity and development, and it is expected to become a "national-level" product. Professional operation and risk management will become the key development direction of the platforms. The industry will also develop from homogeneity to differentiated development in raising efficiency and amount.

本报告研究涉及企业/品牌/案例:华为钱包、美团支付。

随着数字化转型的加速和移动支付技术的发展创新,移动支付逐渐成为社会主流支付模式。数据显示,2019年中国移动支付用户规模为7.33亿人,市场渗透率不断加大,预计2020年规模将达7.90亿人。在新冠疫情的影响下,中国移动支付交易规模增速明显下降,2020年第一季度交易规模为90.8万亿元,同比增速4.8%,但长期来看消费服务线上化将促进规模持续增长。iiMedia Research(艾媒咨询)数据显示,中国移动支付平台用户最常使用移动支付平台的三个场景分别为餐饮消费、小型实体店/便利店消费和电商平台网购,移动支付场景呈现细分多元化发展。在选择移动支付平台时,62.4%的用户优先考虑支付便捷性,提供高效便捷的服务成为移动支付平台发展的关键。

With the acceleration of digital transformation and the development and innovation of mobile payment technology, mobile payment has gradually become the mainstream payment mode in society. Data shows that in 2019, the scale of mobile payment users in China was 733 million, and the market penetration rate is increasing. It is expected that the scale will reach 790 million in 2020. Under the influence of the COVID-19, the growth rate of China mobile payment transaction scale has dropped significantly. In the first quarter of 2020, the transaction scale was 90.8 trillion yuan, with a year-on-year growth rate of 4.8%, but in the long run, consumption and services to online will promote continuous growth in scale. As the data of iiMedia Research showed, the three most common payment scenarios of China mobile payment platform users are catering consumption, small physical store/convenience store consumption, and online shopping on e-commerce platforms. The mobile payment scenario presents a segmented and diversified development. When choosing a mobile payment platform, 62.4% of users give priority to payment convenience. Providing efficient and convenient services has become the key to the mobile payment platforms development.

本报告研究涉及企业/品牌/案例:支付宝、PayPal、拉卡拉、Square。

中美第三方支付产业主要由转接清算组织、账户侧支付机构、收单侧支付机构以及软硬件供应商构成,产业规模效应明显,部分环节已经形成寡头竞争甚至垄断格局。受制于监管政策以及市场成熟度的影响,中美第三方支付产业在账户侧市场以及收单侧市场的差异尤为明显。技术创新助推移动支付成为市场主流,2019年中美移动支付用户规模分别为7.33亿人和0.64亿人,市场渗透率相差较大。中国移动支付在账户侧市场已经形成寡头存量争夺局面,需要靠扩大场景覆盖以及业务创新来驱动发展;美国移动支付账户侧市场发展较慢仍处于扩张阶段。在收单侧市场,具备长尾效应的中小商户成为中美收单侧支付机构争夺的焦点,围绕支付业务向商户提供一站式支付解决方案是未来趋势。艾媒咨询分析师认为,在全球数字化发展的浪潮中,支付机构的赋能作用以及价值创造能力将进一步提升,尤其在商户服务领域,围绕支付业务打造闭环服务生态具有巨大增长潜力,以Square和拉卡拉为代表的先行者发展前景广阔。

The third-party payment industries in China and in the United States are mainly composed of payment and settlement organizations, account-side payment institutions, acquirer-side payment institutions, and software and hardware suppliers. The industry scale effect is obvious, and oligopoly and even monopoly have appeared in some links of the industry. Due to the influence of regulatory policies and market maturity, the differences between the Chinese and American third-party payment industries in the account-side market and the acquiring-side market are particularly obvious. Technological innovation has promoted mobile payment to become the mainstream of the market. In 2019, the scales of mobile payment users in China and in the United States were 733 million and 64 million, and the market penetration rate is quite different. Oligopoly has already appeared in China's mobile payment in the account-side market, and Chinese market needs to rely on expanding scenario coverage and business innovation to drive development; the US mobile payment account-side market is slow to develop and is still in the expansion stage. In the acquiring-side market, small and medium-sized merchants with long-tail effects have become the focus of competition among Chinese and American acquiring-side payment institutions. It is the future trend to provide merchants with one-stop payment solutions around payment services. iiMedia Consulting analyst believes that in the wave of global digital development, the enabling role and value creation capabilities of payment institutions will be further improved, especially in the field of merchant services. Building a closed-loop service ecosystem around payment businesses has huge growth potential. The pioneers represented by Lakala and Square has broad prospects for development.

本报告研究涉及企业/品牌/案例:广东凯迪服饰有限公司、深圳市佰维存储科技股份有限公司。

全球疫情蔓延、贸易保护主义等因素导致全球经济面临下滑风险,跨境贸易和投资活动急剧萎缩,中国外贸企业环境恶化。2020年上半年,中国出口10987.5亿美元,同比下降6.2%,其中服装、机械设备出口降幅跌破16%,成为重创程度较大的行业。于是,各省份纷纷出台关于出口转内销的内循环经济的针对性政策措施,从政策层面助力外贸企业渡过危机。但是,当前出口企业发展内销模式仍存在生产线转向难、销售渠道不畅、国内外市场需求痛点不同和缺乏品牌化优势等问题,外贸企业必须进行相应的调整。

The spread of global epidemic and trade protectionism have caused the global economy to face the risk of decline, the cross-border trade and investment activities have shrunk sharply, and the environment of Chinese foreign trade enterprises has deteriorated. In the first half of 2020, China's exports reached US$ 1,098.75 billion, down 6.2% year-on-year, among which the export of clothing and machinery and equipment fell below 16%, making it a severely damaged industry. As a result, various provinces have issued targeted policies and measures on the internal circular economy from export to domestic sales, helping foreign trade enterprises to tide over the crisis from the policy level. However, there are still some problems in the domestic sales model of export enterprises, such as difficult production line turning, unsmooth sales channels, different pain points in domestic and foreign markets, and lack of brand advantages. Foreign trade enterprises must make corresponding adjustments.

本报告研究涉及企业/品牌/案例:支付宝,微信支付,苏宁支付;其他提及企业/品牌:拉卡拉,中国银行,工商银行,中国农行,中国建行,招商银行,交通银行,中国邮政储蓄银行,平安银行,刷脸支付

iiMedia Research(艾媒咨询)数据显示,中国移动支付交易规模在2019年第三季度已经达到252.2万亿元,用户规模在年底预计超过7.3亿人,覆盖更多层级的用户,全国普及程度持续提高。中国移动支付行业正在往标准化和规范化发展,市场竞争加剧。随着人脸技术的成熟,刷脸支付加快普及,iiMedia Research(艾媒咨询)数据显示,预计到2019年刷脸支付用户规模将会达到1.18亿人。未来移动支付行业会更加规范化,市场逐渐下沉,细分化的支付场景和多元盈利模式将会成为移动支付行业新的发展入口。

As the data of iiMedia Research showed, the scale of China's mobile payment transactions has reached 252.2 trillion yuan in the third quarter of 2019, and the number of users is expected to exceed 730 million by the end of the year. The popularity of mobile payment in China is increasing and covering more levels of users. China's mobile payment industry is becoming more standardized, and market competition is intensifying. With the development of face perception technology, the popularity of face payment has increased, according to iiMedia Research by 2019, the number of face brush payment users will reach 118 million. In the future, the mobile payment industry will become more standardized and go towards to the market sinking. Segmented payment scenarios and diversified profit models will become the new development opporunity of the mobile payment industry.

本报告研究涉及企业/品牌/案例:相互宝,蚂蚁金服,水滴互助,腾讯,康爱公社,e互助,众托帮,壁虎互助,夸克联盟,360,滴滴,苏宁易购,美团,京东,百度,支付宝

iiMedia Research(艾媒咨询)数据显示,近八成的网络互助参与者对网络互助计划表示满意,仅有1.7%的参与者表示比较不满意。网络互助的出现,为低收入家庭提供健康保障,缓解因患重病带来的经济压力,另一方面也能一定程度上满足精神需求,互联网巨头纷纷入局网络互助行业,用户规模不断扩大。
目前中国商业保险覆盖率较低,社会医保在赔付金额和覆盖疾病类型上又未能达到商业保险的规模,居民的普惠保障需求旺盛,网络互助产品凭借低门槛和公益性逐渐获得下沉市场的青睐。且随着政府监管的趋严、企业积极创新,网络互助行业迎来新的高速发展期。iiMedia Research(艾媒咨询)数据显示,95.2%的网络互助参与者月均支付金额低于10元,参与者满意程度高。网络互助产品一方面为需求人群提供低成本的医疗保障;另一方面,互助的形式也满足帮助他人的精神追求。网络互助的低门槛、低成本特点,使其能够对下沉城市和更多低收入人群实现覆盖,逐渐成为群众医疗保障重要一环。
At present, the coverage rate of commercial insurance is relatively low in China, and the scale of social medical insurance fails to reach the scale of commercial insurance in terms of compensation amount and types of diseases covered. Residents have a strong demand for mass medical security, and online mutual assistance products gradually win favor in the sinking market due to the low threshold and public welfare. Moreover, with the government's stricter regulation and enterprises' active innovation, the online mutual assistance industry has ushered in a new period of high-speed development. As the data of iiMedia Research showed, 95.2 percent of online mutual assistance participants paid less than 10 yuan per month on average, with high satisfaction. On the one hand, online mutual assistance products can provide low-cost medical security for people in need. On the other hand, the form of mutual assistance also satisfies the spiritual pursuit of helping others. With the characteristics of low threshold and low cost, network mutual assistance can cover sinking cities and more low-income groups, and gradually become an important part of mass medical security.
(以下为节选页,完整版共43页)

本报告研究设计企业/品牌/案例:支付宝

2019年上半年移动支付交易规模达166.1万亿,在移动支付市场规模逐渐扩大以及人脸识别技术发展渐趋成熟的背景下,刷脸支付开始崭露头角。iiMedia Research(艾媒咨询)数据显示,预计2022年中国刷脸支付用户规模将超7.6亿人。刷脸支付的发展以及普及,对于用户、商家以及社会有着重要价值。对于用户而言,刷脸支付省时、便捷、体验好和能实现信息与交易安全保障。iiMedia Research(艾媒咨询)数据显示,受访用户对在流程耗时、便利程度、支付体验、交易安全和信息安全五个方面对刷脸支付的满意度分别为8.1、7.3、7.3、7.1和7.0,高于其他非现金支付方式的满意度。对于商家来说,刷脸支付赋能商家的经营发展,帮助他们改善排队效率、提高顾客好评率、提高竞争力和增加客流。九成的受访商家认可接入刷脸支付后,顾客排队效率和顾客好评的提升。刷脸支付的发展同时也带动着上下游产业的发展,促进硬件制造商、传感器制造商等新产业新职业就业的发展,为社会带来巨大价值。

In the first half of 2019, the transaction scale of mobile payment reached 166.1 trillion yuan. In the context of the gradual expansion of the mobile payment market and the gradual maturity of face recognition technology, the face-scanning payment has begun to emerge. As the data of iiMedia Research showed, it is estimated that the scale of users of face-scanning payment in China will exceed 760 million in 2022. The development and popularity of face-scanning payment is of great value to users, corporate and society. For the user, the face-scanning payment saves time, is convenient, and ensures information and transaction security. As the data of iiMedia Research showed, the respondents' satisfaction with the face-scanning payment in terms of spending time, convenience, payment experience, transaction security and information security are 8.1, 7.3, 7.3, 7.1 and 7.0, higher than other non-cash payment methods. For merchants, the face-scanning payment empowers their management, helping them improve queue efficiency, improve customer feedback, improve competitiveness and increase customer flow. Ninety percent of the surveyed merchants recognized the increase in customer queuing efficiency and customer praise after accessing the face-scanning payment. The development of the face-scanning payment also drives the development of upstream and downstream industries, and promotes the development of new occupations and employment in new industries such as hardware manufacturers and sensor manufacturers, bringing great value to the society.


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