Market Overview:
The global customer success platforms market is expected to grow from USD 1.02 billion in 2018 to USD 2.48 billion by 2030, at a CAGR of 13.8% during the forecast period. The growth of the customer success platforms market is attributed to the increasing demand for customer success solutions and services across various industries, such as sales and marketing management, CEM (customer experience management), risk and compliance management, and others. Furthermore, the need for reducing churn rates and improving customer retention rates are some of the major factors that are fueling the growth of this market.
Product Definition:
A customer success platform is a software application that helps organizations manage and track customer interactions and data. It allows businesses to automate processes, such as onboarding and customer retention, to improve the overall customer experience. The importance of a customer success platform lies in its ability to help organizations optimize their interactions with customers, leading to increased sales and loyalty.
Solutions:
Solutions are software-based platforms that help organizations to effectively manage their customer success activities. These solutions provide a centralized hub for all the company’s customer success initiatives, which include marketing and sales operations, support and maintenance services, training programs, analytics dashboards and reports. The growing adoption of cloud computing across various industry verticals is expected to be one of the key growth factors for the market over the forecast period.
Services:
The services are used in Customer Success Platforms (CSPs) to provide a complete package of automated support and engagement solutions for customers. The growing adoption of cloud-based CSRs is expected to drive the growth of the market over the forecast period.
Services enable customer success teams to focus on revenue generation, which helps organizations increase their overall profitability.
Application Insights:
The marketing and sales management segment dominated the global customer success platforms market in 2017. The segment is expected to register a significant CAGR over the forecast period owing to an increase in demand for effective and efficient solutions that support marketing and sales teams. Furthermore, growing competition among companies to win new customers is also driving the growth of this segment.
The Customer Experience Management (CEM) application is gaining prominence among businesses as it helps them improve customer engagement through advanced analytics, insights, and recommendations on a real-time basis. Moreover, with the help of machine learning algorithms developed by Salesforce., Inc., organizations can create more engaging experiences for their customers by anticipating their needs ahead of time thus leading to improved loyalty & retention rates which further propels revenue generation from this application.
Regional Analysis:
The North American region dominated the global market in 2017. The growth of the regional market can be attributed to several factors such as increasing adoption of cloud-based technologies, high customer awareness about these solutions and their benefits, and presence of a large number of global players headquartered in this region. Moreover, companies are focusing on developing innovative products and services that would enhance their revenue generation capabilities.
Asia Pacific is expected to emerge as the fastest-growing regional market over the forecast period owing to growing investments by various governments for developing advanced telecom infrastructure coupled with rising demand for mobile connectivity among consumers. These factors have led to an increase in data usage across all categories including voice, video, text messages (SMS), and data applications thus fueling growth prospects for Customer Success Platforms (CSP) providers operating within this region.
Growth Factors:
- Increased demand for customer success services by enterprises
- Emergence of customer success platforms as a category of software
- Proliferation of Customer Success Managers (CSMs) and their need for technology to help them scale
- Rapid growth in subscription businesses, which creates a greater need for customer success solutions
- The increasing importance of retention and loyalty in business, as well as the realization that customers are not always won at the point of sale
Scope Of The Report
Report Attributes
Report Details
Report Title
Customer Success Platforms Market Research Report
By Type
Solutions, Services
By Application
Sales and Marketing Management, CEM, Risk and Compliance Management
By Companies
Gainsight, Salesforce, Natero, Totango, Amity, Strikedeck, ChurnZero, Bolstra, Planhat
Regions Covered
North America, Europe, APAC, Latin America, MEA
Base Year
2021
Historical Year
2019 to 2020 (Data from 2010 can be provided as per availability)
Forecast Year
2030
Number of Pages
238
Number of Tables & Figures
167
Customization Available
Yes, the report can be customized as per your need.
Global Customer Success Platforms Market Report Segments:
The global Customer Success Platforms market is segmented on the basis of:
Types
Solutions, Services
The product segment provides information about the market share of each product and the respective CAGR during the forecast period. It lays out information about the product pricing parameters, trends, and profits that provides in-depth insights of the market. Furthermore, it discusses latest product developments & innovation in the market.
Applications
Sales and Marketing Management, CEM, Risk and Compliance Management
The application segment fragments various applications of the product and provides information on the market share and growth rate of each application segment. It discusses the potential future applications of the products and driving and restraining factors of each application segment.
Some of the companies that are profiled in this report are:
- Gainsight
- Salesforce
- Natero
- Totango
- Amity
- Strikedeck
- ChurnZero
- Bolstra
- Planhat
Highlights of The Customer Success Platforms Market Report:
- The market structure and projections for the coming years.
- Drivers, restraints, opportunities, and current trends of market.
- Historical data and forecast.
- Estimations for the forecast period 2030.
- Developments and trends in the market.
- By Type:
- Solutions
- Services
- By Application:
- Sales and Marketing Management
- CEM
- Risk and Compliance Management
- Market scenario by region, sub-region, and country.
- Market share of the market players, company profiles, product specifications, SWOT analysis, and competitive landscape.
- Analysis regarding upstream raw materials, downstream demand, and current market dynamics.
- Government Policies, Macro & Micro economic factors are also included in the report.
We have studied the Customer Success Platforms Market in 360 degrees via. both primary & secondary research methodologies. This helped us in building an understanding of the current market dynamics, supply-demand gap, pricing trends, product preferences, consumer patterns & so on. The findings were further validated through primary research with industry experts & opinion leaders across countries. The data is further compiled & validated through various market estimation & data validation methodologies. Further, we also have our in-house data forecasting model to predict market growth up to 2030.
Regional Analysis
- North America
- Europe
- Asia Pacific
- Middle East & Africa
- Latin America
Note: A country of choice can be added in the report at no extra cost. If more than one country needs to be added, the research quote will vary accordingly.
The geographical analysis part of the report provides information about the product sales in terms of volume and revenue in regions. It lays out potential opportunities for the new entrants, emerging players, and major players in the region. The regional analysis is done after considering the socio-economic factors and government regulations of the countries in the regions.
How you may use our products:
- Correctly Positioning New Products
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8 Reasons to Buy This Report
- Includes a Chapter on the Impact of COVID-19 Pandemic On the Market
- Report Prepared After Conducting Interviews with Industry Experts & Top Designates of the Companies in the Market
- Implemented Robust Methodology to Prepare the Report
- Includes Graphs, Statistics, Flowcharts, and Infographics to Save Time
- Industry Growth Insights Provides 24/5 Assistance Regarding the Doubts in the Report
- Provides Information About the Top-winning Strategies Implemented by Industry Players.
- In-depth Insights On the Market Drivers, Restraints, Opportunities, and Threats
- Customization of the Report Available
Frequently Asked Questions?
Customer success platforms are software applications that help businesses manage customer interactions and support. They can include features such as customer data management, chatbots, email marketing automation, and lead gen tools. Customer success platforms can help businesses improve their customer experience by automating processes and providing a single point of contact for customers.
Some of the major players in the customer success platforms market are Gainsight, Salesforce, Natero, Totango, Amity, Strikedeck, ChurnZero, Bolstra, Planhat.
The customer success platforms market is expected to register a CAGR of 13.8%.
Chapter 1 Executive Summary
Chapter 2 Assumptions and Acronyms Used
Chapter 3 Research Methodology
Chapter 4 Customer Success Platforms Market Overview
4.1 Introduction
4.1.1 Market Taxonomy
4.1.2 Market Definition
4.1.3 Macro-Economic Factors Impacting the Market Growth
4.2 Customer Success Platforms Market Dynamics
4.2.1 Market Drivers
4.2.2 Market Restraints
4.2.3 Market Opportunity
4.3 Customer Success Platforms Market - Supply Chain Analysis
4.3.1 List of Key Suppliers
4.3.2 List of Key Distributors
4.3.3 List of Key Consumers
4.4 Key Forces Shaping the Customer Success Platforms Market
4.4.1 Bargaining Power of Suppliers
4.4.2 Bargaining Power of Buyers
4.4.3 Threat of Substitution
4.4.4 Threat of New Entrants
4.4.5 Competitive Rivalry
4.5 Global Customer Success Platforms Market Size & Forecast, 2018-2028
4.5.1 Customer Success Platforms Market Size and Y-o-Y Growth
4.5.2 Customer Success Platforms Market Absolute $ Opportunity
Chapter 5 Global Customer Success Platforms Market Analysis and Forecast by Type
5.1 Introduction
5.1.1 Key Market Trends & Growth Opportunities by Type
5.1.2 Basis Point Share (BPS) Analysis by Type
5.1.3 Absolute $ Opportunity Assessment by Type
5.2 Customer Success Platforms Market Size Forecast by Type
5.2.1 Solutions
5.2.2 Services
5.3 Market Attractiveness Analysis by Type
Chapter 6 Global Customer Success Platforms Market Analysis and Forecast by Applications
6.1 Introduction
6.1.1 Key Market Trends & Growth Opportunities by Applications
6.1.2 Basis Point Share (BPS) Analysis by Applications
6.1.3 Absolute $ Opportunity Assessment by Applications
6.2 Customer Success Platforms Market Size Forecast by Applications
6.2.1 Sales and Marketing Management
6.2.2 CEM
6.2.3 Risk and Compliance Management
6.3 Market Attractiveness Analysis by Applications
Chapter 7 Global Customer Success Platforms Market Analysis and Forecast by Region
7.1 Introduction
7.1.1 Key Market Trends & Growth Opportunities by Region
7.1.2 Basis Point Share (BPS) Analysis by Region
7.1.3 Absolute $ Opportunity Assessment by Region
7.2 Customer Success Platforms Market Size Forecast by Region
7.2.1 North America
7.2.2 Europe
7.2.3 Asia Pacific
7.2.4 Latin America
7.2.5 Middle East & Africa (MEA)
7.3 Market Attractiveness Analysis by Region
Chapter 8 Coronavirus Disease (COVID-19) Impact
8.1 Introduction
8.2 Current & Future Impact Analysis
8.3 Economic Impact Analysis
8.4 Government Policies
8.5 Investment Scenario
Chapter 9 North America Customer Success Platforms Analysis and Forecast
9.1 Introduction
9.2 North America Customer Success Platforms Market Size Forecast by Country
9.2.1 U.S.
9.2.2 Canada
9.3 Basis Point Share (BPS) Analysis by Country
9.4 Absolute $ Opportunity Assessment by Country
9.5 Market Attractiveness Analysis by Country
9.6 North America Customer Success Platforms Market Size Forecast by Type
9.6.1 Solutions
9.6.2 Services
9.7 Basis Point Share (BPS) Analysis by Type
9.8 Absolute $ Opportunity Assessment by Type
9.9 Market Attractiveness Analysis by Type
9.10 North America Customer Success Platforms Market Size Forecast by Applications
9.10.1 Sales and Marketing Management
9.10.2 CEM
9.10.3 Risk and Compliance Management
9.11 Basis Point Share (BPS) Analysis by Applications
9.12 Absolute $ Opportunity Assessment by Applications
9.13 Market Attractiveness Analysis by Applications
Chapter 10 Europe Customer Success Platforms Analysis and Forecast
10.1 Introduction
10.2 Europe Customer Success Platforms Market Size Forecast by Country
10.2.1 Germany
10.2.2 France
10.2.3 Italy
10.2.4 U.K.
10.2.5 Spain
10.2.6 Russia
10.2.7 Rest of Europe
10.3 Basis Point Share (BPS) Analysis by Country
10.4 Absolute $ Opportunity Assessment by Country
10.5 Market Attractiveness Analysis by Country
10.6 Europe Customer Success Platforms Market Size Forecast by Type
10.6.1 Solutions
10.6.2 Services
10.7 Basis Point Share (BPS) Analysis by Type
10.8 Absolute $ Opportunity Assessment by Type
10.9 Market Attractiveness Analysis by Type
10.10 Europe Customer Success Platforms Market Size Forecast by Applications
10.10.1 Sales and Marketing Management
10.10.2 CEM
10.10.3 Risk and Compliance Management
10.11 Basis Point Share (BPS) Analysis by Applications
10.12 Absolute $ Opportunity Assessment by Applications
10.13 Market Attractiveness Analysis by Applications
Chapter 11 Asia Pacific Customer Success Platforms Analysis and Forecast
11.1 Introduction
11.2 Asia Pacific Customer Success Platforms Market Size Forecast by Country
11.2.1 China
11.2.2 Japan
11.2.3 South Korea
11.2.4 India
11.2.5 Australia
11.2.6 South East Asia (SEA)
11.2.7 Rest of Asia Pacific (APAC)
11.3 Basis Point Share (BPS) Analysis by Country
11.4 Absolute $ Opportunity Assessment by Country
11.5 Market Attractiveness Analysis by Country
11.6 Asia Pacific Customer Success Platforms Market Size Forecast by Type
11.6.1 Solutions
11.6.2 Services
11.7 Basis Point Share (BPS) Analysis by Type
11.8 Absolute $ Opportunity Assessment by Type
11.9 Market Attractiveness Analysis by Type
11.10 Asia Pacific Customer Success Platforms Market Size Forecast by Applications
11.10.1 Sales and Marketing Management
11.10.2 CEM
11.10.3 Risk and Compliance Management
11.11 Basis Point Share (BPS) Analysis by Applications
11.12 Absolute $ Opportunity Assessment by Applications
11.13 Market Attractiveness Analysis by Applications
Chapter 12 Latin America Customer Success Platforms Analysis and Forecast
12.1 Introduction
12.2 Latin America Customer Success Platforms Market Size Forecast by Country
12.2.1 Brazil
12.2.2 Mexico
12.2.3 Rest of Latin America (LATAM)
12.3 Basis Point Share (BPS) Analysis by Country
12.4 Absolute $ Opportunity Assessment by Country
12.5 Market Attractiveness Analysis by Country
12.6 Latin America Customer Success Platforms Market Size Forecast by Type
12.6.1 Solutions
12.6.2 Services
12.7 Basis Point Share (BPS) Analysis by Type
12.8 Absolute $ Opportunity Assessment by Type
12.9 Market Attractiveness Analysis by Type
12.10 Latin America Customer Success Platforms Market Size Forecast by Applications
12.10.1 Sales and Marketing Management
12.10.2 CEM
12.10.3 Risk and Compliance Management
12.11 Basis Point Share (BPS) Analysis by Applications
12.12 Absolute $ Opportunity Assessment by Applications
12.13 Market Attractiveness Analysis by Applications
Chapter 13 Middle East & Africa (MEA) Customer Success Platforms Analysis and Forecast
13.1 Introduction
13.2 Middle East & Africa (MEA) Customer Success Platforms Market Size Forecast by Country
13.2.1 Saudi Arabia
13.2.2 South Africa
13.2.3 UAE
13.2.4 Rest of Middle East & Africa (MEA)
13.3 Basis Point Share (BPS) Analysis by Country
13.4 Absolute $ Opportunity Assessment by Country
13.5 Market Attractiveness Analysis by Country
13.6 Middle East & Africa (MEA) Customer Success Platforms Market Size Forecast by Type
13.6.1 Solutions
13.6.2 Services
13.7 Basis Point Share (BPS) Analysis by Type
13.8 Absolute $ Opportunity Assessment by Type
13.9 Market Attractiveness Analysis by Type
13.10 Middle East & Africa (MEA) Customer Success Platforms Market Size Forecast by Applications
13.10.1 Sales and Marketing Management
13.10.2 CEM
13.10.3 Risk and Compliance Management
13.11 Basis Point Share (BPS) Analysis by Applications
13.12 Absolute $ Opportunity Assessment by Applications
13.13 Market Attractiveness Analysis by Applications
Chapter 14 Competition Landscape
14.1 Customer Success Platforms Market: Competitive Dashboard
14.2 Global Customer Success Platforms Market: Market Share Analysis, 2019
14.3 Company Profiles (Details – Overview, Financials, Developments, Strategy)
14.3.1 Gainsight
14.3.2 Salesforce
14.3.3 Natero
14.3.4 Totango
14.3.5 Amity
14.3.6 Strikedeck
14.3.7 ChurnZero
14.3.8 Bolstra
14.3.9 Planhat
