PUBLISHER: The Business Research Company | PRODUCT CODE: 1425370
PUBLISHER: The Business Research Company | PRODUCT CODE: 1425370
Customer Success Platforms Global Market Report 2024
Customer Success Platforms Global Market Report 2024 from The Business Research Company provides strategists, marketers and senior management with the critical information they need to assess the market.
This report focuses on customer success platforms market which is experiencing strong growth. The report gives a guide to the trends which will be shaping the market over the next ten years and beyond.
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Where is the largest and fastest growing market for customer success platforms? How does the market relate to the overall economy, demography and other similar markets? What forces will shape the market going forward? The customer success platforms market global report from the Business Research Company answers all these questions and many more.
The report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market's historic and forecast market growth by geography.
Scope
Markets Covered:
- 1) By Component: Platforms; Services
- 2) By Deployment Mode: Cloud; On-Premises
- 3) By Organization Size: SMEs; Large Enterprises
- 4) By Application: Sales And Marketing Optimization; Reporting And Analytics; Customer Segmentation; Risk and Compliance Management; Customer Service; Customer Onboarding; Other Applications
- 5) By End-user: BFSI; Retail And e-Commerce; Transportation And Logistics; Healthcare; Telecom And IT; Government And Public Sector; Other End-Users
- Companies Mentioned: Gainsight Inc.; Salesforce.com Inc.; Totango Ltd.; Strikedeck Inc.; ClientSuccess LLC
- Countries: Australia; Brazil; China; France; Germany; India; Indonesia; Japan; Russia; South Korea; UK; USA; Canada; Italy; Spain
- Regions: Asia-Pacific; Western Europe; Eastern Europe; North America; South America; Middle East; Africa
- Time series: Five years historic and ten years forecast.
- Data: Ratios of market size and growth to related markets, GDP proportions, expenditure per capita,
- Data segmentations: country and regional historic and forecast data, market share of competitors, market segments.
- Sourcing and Referencing: Data and analysis throughout the report is sourced using end notes.
- Delivery format: PDF, Word and Excel Data Dashboard.
Executive Summary
Customer success platforms are software platforms designed to provide a unified, 360-degree picture of the customer data, pulled and combined from outer applications like email, customer relationship management (CRM) administrations, live talk, and client care tickets. Customer success platforms are used by businesses to improve customer experiences and boost customer lifetime value, thereby ensuring customer satisfaction and better retention.
The main components of customer success platforms are platforms and services. The deployment modes are cloud, and on-premises. Platforms are used to collaborate with the consumer in order to help them make better use of the product or service. Platform refers to the collection of instructions, data, or computer programs that are used to carry out activities. The organization sizes are SMEs, large enterprises. The various applications are sales and marketing optimization, reporting and analytics, customer segmentation, risk and compliance management, customer service, customer onboarding, and other applications. The end-users are BFSI, retail and ecommerce, transportation and logistics, healthcare, telecom and it, government and public sector, and other end-users.
The customer success platforms market research report is one of a series of new reports from The Business Research Company that provides customer success platforms market statistics, including customer success platforms industry global market size, regional shares, competitors with an customer success platforms market share, detailed customer success platforms market segments, market trends and opportunities, and any further data you may need to thrive in the customer success platforms industry. This customer success platforms market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.
The customer success platforms market size has grown exponentially in recent years. It will grow from $2.07 billion in 2023 to $2.5 billion in 2024 at a compound annual growth rate (CAGR) of 20.9%. The growth observed in the historical period can be attributed to business expansion and growth, enhanced collaboration across departments, adoption in various industries, and a strategic focus on customer lifetime value (CLV).
The customer success platforms market size is expected to see exponential growth in the next few years. It will grow to $5.48 billion in 2028 at a compound annual growth rate (CAGR) of 21.7%. Anticipated growth in the forecast period can be ascribed to the expansion of the subscription economy, the prioritization of enhanced customer experience (CX), the adoption of data-centric approaches, the prevalence of remote work and digital transformation, and the incorporation of outcome-based customer success metrics. Key trends expected in the forecast period include a heightened focus on customer-centric strategies, the prevalence of Software as a Service (SaaS) and subscription-based models, the utilization of data-driven customer insights, emphasis on personalization and segmentation, and increased integration with Customer Relationship Management (CRM) systems.
The increasing adoption of cloud-based solutions is set to drive the growth of the customer success platform market. These solutions, accessible through web browsers or dedicated clients, offer benefits such as improved customer services and faster implementation cycles. In 2022, Flexera reported that 89% of organizations adopted multi-cloud, while 80% adopted hybrid cloud solutions. This reflects a growing trend in favor of cloud-based platforms, contributing to the expansion of the customer success platform market.
The surge in remote work is anticipated to fuel the growth of the customer success platform market. Remote work, a prevalent practice, has led to increased reliance on customer success platforms to facilitate efficient communication, collaboration, and proactive support in virtual environments. A 2022 FlexJobs' Career Pulse survey indicated that 65% of respondents strongly preferred full-time remote work, and 32% desired a hybrid arrangement, highlighting a strong inclination toward remote work options. This trend is playing a pivotal role in driving the customer success platform market.
Technological advancement is emerging as a prominent trend in the customer success platform market. Leading companies are introducing innovative technologies, particularly those powered by artificial intelligence (AI), to enhance insights and recommended actions. For example, Gainsight launched the Gainsight Essentials platform in March 2022, incorporating AI-powered insights and recommended actions to streamline customer success processes.
Major companies in the customer success platform market are introducing platforms with advanced features, such as Customer Success AI (CS AI), to address challenges in content creation and strategy ideation. In January 2023, ChurnZero launched its Customer Success AI (CS AI), an industry-first generative artificial intelligence integrated into a Customer Success platform. Powered by OpenAI, this AI accelerates content creation and strategy ideation, enabling users to generate customized customer engagement content and ideas efficiently, enhancing overall Customer Success processes.
In January 2022, Gainsight further strengthened its position in the market by acquiring inSided, an Amsterdam-based customer success community platform, for an undisclosed amount. This strategic acquisition aims to connect digital products, customer-facing staff, and client communities throughout the entire customer experience.
Major companies operating in the customer success platforms market report are Gainsight Inc., Salesforce.com Inc., Totango Ltd., Strikedeck Inc., ClientSuccess LLC, ChurnZero Inc., Cisco Systems Inc., Wootric Inc., Planhat AB, CustomerSuccessBox, ZoomInfo Technologies LLC, Intercom Inc., WalkMe Ltd., Akita Software Ltd., Custify Ltd., SmartKarrot Inc., HubSpot Inc., Amity Software Inc., Natero Inc., UserIQ Inc., Catalyst Software Inc., Chorus.ai Inc., Cognism Limited, Freshworks Inc., Airtable Inc., Churn Buster LLC, CustomerGauge, Customer Success Builder, Zendesk Inc., Vitally Inc.
North America was the largest region in the customer success platforms market share in 2023. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer success platforms market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.
The countries covered in the customer success platforms market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.
The customer success platforms market includes revenues earned by entities by consulting, system integration and implementation and support and maintenance. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.
The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).
The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.
Table of Contents
1. Executive Summary
2. Customer Success Platforms Market Characteristics
3. Customer Success Platforms Market Trends And Strategies
4. Customer Success Platforms Market - Macro Economic Scenario
- 4.1. Impact Of High Inflation On The Market
- 4.2. Ukraine-Russia War Impact On The Market
- 4.3. COVID-19 Impact On The Market
5. Global Customer Success Platforms Market Size and Growth
- 5.1. Global Customer Success Platforms Market Drivers and Restraints
- 5.1.1. Drivers Of The Market
- 5.1.2. Restraints Of The Market
- 5.2. Global Customer Success Platforms Historic Market Size and Growth, 2018 - 2023, Value ($ Billion)
- 5.3. Global Customer Success Platforms Forecast Market Size and Growth, 2023 - 2028, 2033F, Value ($ Billion)
6. Customer Success Platforms Market Segmentation
- 6.1. Global Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- Platform
- Services
- 6.2. Global Customer Success Platforms Market, Segmentation By Deployment Mode, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- Cloud
- On-Premises
- 6.3. Global Customer Success Platforms Market, Segmentation By Organization Size, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- SMEs
- Large Enterprises
- 6.4. Global Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- Sales And Marketing Optimization
- Reporting And Analytics
- Customer Segmentation
- Risk and Compliance Management
- Customer Service
- Customer Onboarding
- Other Applications
- 6.5. Global Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- BFSI
- Retail And e-Commerce
- Transportation And Logistics
- Healthcare
- Telecom And IT
- Government And Public Sector
- Other End-Users
7. Customer Success Platforms Market Regional And Country Analysis
- 7.1. Global Customer Success Platforms Market, Split By Region, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 7.2. Global Customer Success Platforms Market, Split By Country, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
8. Asia-Pacific Customer Success Platforms Market
- 8.1. Asia-Pacific Customer Success Platforms Market Overview
- Region Information, Impact Of COVID-19, Market Information, Background Information, Government Initiatives, Regulations, Regulatory Bodies, Major Associations, Taxes Levied, Corporate Tax Structure, Investments, Major Companies
- 8.2. Asia-Pacific Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 8.3. Asia-Pacific Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 8.4. Asia-Pacific Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
9. China Customer Success Platforms Market
- 9.1. China Customer Success Platforms Market Overview
- 9.2. China Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F,$ Billion
- 9.3. China Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F,$ Billion
- 9.4. China Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F,$ Billion
10. India Customer Success Platforms Market
- 10.1. India Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 10.2. India Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 10.3. India Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
11. Japan Customer Success Platforms Market
- 11.1. Japan Customer Success Platforms Market Overview
- 11.2. Japan Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 11.3. Japan Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 11.4. Japan Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
12. Australia Customer Success Platforms Market
- 12.1. Australia Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 12.2. Australia Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 12.3. Australia Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
13. Indonesia Customer Success Platforms Market
- 13.1. Indonesia Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 13.2. Indonesia Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 13.3. Indonesia Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
14. South Korea Customer Success Platforms Market
- 14.1. South Korea Customer Success Platforms Market Overview
- 14.2. South Korea Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 14.3. South Korea Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 14.4. South Korea Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
15. Western Europe Customer Success Platforms Market
- 15.1. Western Europe Customer Success Platforms Market Overview
- 15.2. Western Europe Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 15.3. Western Europe Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 15.4. Western Europe Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
16. UK Customer Success Platforms Market
- 16.1. UK Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 16.2. UK Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 16.3. UK Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
17. Germany Customer Success Platforms Market
- 17.1. Germany Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 17.2. Germany Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 17.3. Germany Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
18. France Customer Success Platforms Market
- 18.1. France Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 18.2. France Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 18.3. France Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
19. Italy Customer Success Platforms Market
- 19.1. Italy Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 19.2. Italy Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 19.3. Italy Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
20. Spain Customer Success Platforms Market
- 20.1. Spain Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 20.2. Spain Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 20.3. Spain Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
21. Eastern Europe Customer Success Platforms Market
- 21.1. Eastern Europe Customer Success Platforms Market Overview
- 21.2. Eastern Europe Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 21.3. Eastern Europe Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 21.4. Eastern Europe Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
22. Russia Customer Success Platforms Market
- 22.1. Russia Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 22.2. Russia Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 22.3. Russia Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
23. North America Customer Success Platforms Market
- 23.1. North America Customer Success Platforms Market Overview
- 23.2. North America Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 23.3. North America Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 23.4. North America Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
24. USA Customer Success Platforms Market
- 24.1. USA Customer Success Platforms Market Overview
- 24.2. USA Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 24.3. USA Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 24.4. USA Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
25. Canada Customer Success Platforms Market
- 25.1. Canada Customer Success Platforms Market Overview
- 25.2. Canada Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 25.3. Canada Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 25.4. Canada Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
26. South America Customer Success Platforms Market
- 26.1. South America Customer Success Platforms Market Overview
- 26.2. South America Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 26.3. South America Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 26.4. South America Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
27. Brazil Customer Success Platforms Market
- 27.1. Brazil Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 27.2. Brazil Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 27.3. Brazil Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
28. Middle East Customer Success Platforms Market
- 28.1. Middle East Customer Success Platforms Market Overview
- 28.2. Middle East Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 28.3. Middle East Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 28.4. Middle East Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
29. Africa Customer Success Platforms Market
- 29.1. Africa Customer Success Platforms Market Overview
- 29.2. Africa Customer Success Platforms Market, Segmentation By Component, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 29.3. Africa Customer Success Platforms Market, Segmentation By Application, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
- 29.4. Africa Customer Success Platforms Market, Segmentation By End User, Historic and Forecast, 2018-2023, 2023-2028F, 2033F, $ Billion
30. Customer Success Platforms Market Competitive Landscape And Company Profiles
- 30.1. Customer Success Platforms Market Competitive Landscape
- 30.2. Customer Success Platforms Market Company Profiles
- 30.2.1. Gainsight Inc.
- 30.2.1.1. Overview
- 30.2.1.2. Products and Services
- 30.2.1.3. Strategy
- 30.2.1.4. Financial Performance
- 30.2.2. Salesforce.com Inc.
- 30.2.2.1. Overview
- 30.2.2.2. Products and Services
- 30.2.2.3. Strategy
- 30.2.2.4. Financial Performance
- 30.2.3. Totango Ltd.
- 30.2.3.1. Overview
- 30.2.3.2. Products and Services
- 30.2.3.3. Strategy
- 30.2.3.4. Financial Performance
- 30.2.4. Strikedeck Inc.
- 30.2.4.1. Overview
- 30.2.4.2. Products and Services
- 30.2.4.3. Strategy
- 30.2.4.4. Financial Performance
- 30.2.5. ClientSuccess LLC
- 30.2.5.1. Overview
- 30.2.5.2. Products and Services
- 30.2.5.3. Strategy
- 30.2.5.4. Financial Performance
- 30.2.1. Gainsight Inc.
31. Global Customer Success Platforms Market Competitive Benchmarking
32. Global Customer Success Platforms Market Competitive Dashboard
33. Key Mergers And Acquisitions In The Customer Success Platforms Market
34. Customer Success Platforms Market Future Outlook and Potential Analysis
- 34.1 Customer Success Platforms Market In 2028 - Countries Offering Most New Opportunities
- 34.2 Customer Success Platforms Market In 2028 - Segments Offering Most New Opportunities
- 34.3 Customer Success Platforms Market In 2028 - Growth Strategies
- 34.3.1 Market Trend Based Strategies
- 34.3.2 Competitor Strategies
35. Appendix
- 35.1. Abbreviations
- 35.2. Currencies
- 35.3. Historic And Forecast Inflation Rates
- 35.4. Research Inquiries
- 35.5. The Business Research Company
- 35.6. Copyright And Disclaimer
