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Customer Success Platform Market

Global Customer Success Platform Market Size, Share, Trends: By Application: Customer Experience Management, Sales and Marketing Management, Risk and Compliance Management, Customer Service; By Component; By Deployment Model; By Organization Size; By Industry Vertical; Regional Analysis; Competitive Landscape; 2024-2032

Global Customer Success Platform Market Outlook

The global customer success platform market size is estimated to rise from USD 1704.37 million in 2023 to USD 13,740.39 million by 2032, growing at a CAGR of 26.1% over the forecast period of 2024-2032.

 

Customer Success Platform Market

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Factors such as the introduction of cloud computing for customer satisfaction, the need for innovative solutions to track customer scores and lower turnover, and the rise in data volume due to the increase in digitalization are expected to drive the adoption of customer engagement platforms and services solutions, thus, aiding the growth of the customer success platforms market.

 

Market Segmentation

Customer success software for SaaS (Software-as-a-Service) organizations focuses on customer onboarding, user growth, user engagement, and reviews. The programme tests consumer experience and behaviour based on user access and acceptance data, as well as account-level data.

 

Customer Success Platform Market by Application

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The customer success platform industry can be segmented into application, component, deployment model, organization size, and industry vertical.

The industry can be broadly categorised based on application into:

  • Customer Experience Management
  • Sales and Marketing Management
  • Risk and Compliance Management
  • Customer Service

The industry can be divided on the basis of component as:

  • Solution 
  • Services

Based on deployment type, the industry can be divided into:

  • On-Premises
  • Cloud

The industry can be divided based on organisation size as:

  • Small and Medium-Sized Enterprises
  • Large Enterprises

The industry can be categorised on the basis of industry verticals as:

  • Banking, Financial Services, and Insurance 
  • Retail and eCommerce 
  • Telecommunications and IT
  • Healthcare and Life Sciences 
  • Government and Public Sector
  • Others

The EMR report looks into the regional markets for customer success platform like North America, Latin America, Europe, the Middle East and Africa, and the Asia Pacific regions.

 

Customer Success Platform Market by Region

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Market Analysis

The rising acceptance of advanced technologies such as Artificial Intelligence (AI) and Machine Learning (ML) and the innovation in start-ups based on customer success platforms are expected to create ample growth opportunities for vendors of customer success platforms. The market growth is projected in the future as a result of a higher adoption of customer satisfaction solutions across various industry verticals. Companies in the industry leverage channels for customer engagement to reduce turnover, improve customer satisfaction, and increase upselling and cross-selling to drive revenue.

 

Competitive Landscape

The report presents a detailed analysis of the following key players in the global customer success platform industry, looking into their capacity, market shares, and latest developments like capacity expansions, plant turnarounds, and mergers and acquisitions:

  • Gainsight, Inc.
  • Salesforce.com, Inc. (NYSE: CRM)
  • Natero
  • Totango
  • ClientSuccess
  • Strikedeck
  • ChurnZero
  • Others

The EMR report gives an in-depth insight into the industry by providing a SWOT analysis as well as an analysis of Porter's Five Forces model.

 

Key Highlights of the Report

REPORT FEATURES DETAILS
Base Year 2023
Historical Period 2018-2023
Forecast Period 2024-2032
Scope of the Report

Historical and Forecast Trends, Industry Drivers and Constraints, Historical and Forecast Market Analysis by Segment:

  • Application
  • Component
  • Deployment Model
  • Organization Size
  • Industry Vertical
  • Region
Breakup by Application
  • Customer Experience Management
  • Sales and Marketing Management
  • Risk and Compliance Management
  • Customer Service
Breakup by Component
  • Solution
  • Services
Breakup by Deployment Model
  • On-Premises
  • Cloud
Breakup by Organization Size
  • Small and Medium-Sized Enterprises
  • Large Enterprises
Breakup by Industry Vertical
  • Banking, Financial Services, and Insurance
  • Retail and eCommerce
  • Telecommunications and IT
  • Healthcare and Life Sciences
  • Government and Public Sector
  • Others
Breakup by Region
  • North America
    • United States of America 
    • Canada
  • Europe
    • United Kingdom
    • Germany
    • France
    • Italy
    • Others
  • Asia Pacific
    • China
    • Japan
    • India
    • ASEAN
    • Australia
    • Others
  • Latin America
    • Brazil
    • Argentina
    • Mexico
    • Others
  • Middle East and Africa
    • Saudi Arabia
    • United Arab Emirates
    • Nigeria
    • South Africa
    • Others
Market Dynamics
  • SWOT Analysis
  • Porter's Five Forces Analysis
  • Key Indicators for Demand
  • Key Indicators for Price
Competitive Landscape
  • Market Structure
  • Company Profiles
    • Company Overview
    • Product Portfolio
    • Demographic Reach and Achievements
    • Certifications
Companies Covered
  • Gainsight, Inc.
  • Salesforce.com, Inc.
  • SmartKarrot Inc.
  • Totango, Inc.
  • ClientSuccess, Inc
  • Strikedeck, Inc.
  • ChurnZero, Inc
  • Freshworks Inc.
  • Others
Report Price and Purchase Option Explore our purchase options that are best suited to your resources and industry needs.
Delivery Format Delivered as an attached PDF and Excel through email, with an option of receiving an editable PPT, according to the purchase option.

 

*At Expert Market Research, we strive to always give you current and accurate information. The numbers depicted in the description are indicative and may differ from the actual numbers in the final EMR report.

1    Preface
2    Report Coverage – Key Segmentation and Scope
3    Report Description

    3.1    Market Definition and Outlook
    3.2    Properties and Applications
    3.3    Market Analysis
    3.4    Key Players
4    Key Assumptions
5    Executive Summary

    5.1    Overview
    5.2    Key Drivers
    5.3    Key Developments
    5.4    Competitive Structure
    5.5    Key Industrial Trends
6    Market Snapshot
    6.1    Global
    6.2    Regional
7    Opportunities and Challenges in the Market
8    Global Customer Success Platform Market Analysis

    8.1    Key Industry Highlights
    8.2    Global Customer Success Platform Historical Market (2018-2023) 
    8.3    Global Customer Success Platform Market Forecast (2024-2032)
    8.4    Global Customer Success Platform Market by Application
        8.4.1    Customer Experience Management
            8.4.1.1    Historical Trend (2018-2023)
            8.4.1.2    Forecast Trend (2024-2032)
        8.4.2    Sales and Marketing Management
            8.4.2.1    Historical Trend (2018-2023)
            8.4.2.2    Forecast Trend (2024-2032)
        8.4.3    Risk and Compliance Management
            8.4.3.1    Historical Trend (2018-2023)
            8.4.3.2    Forecast Trend (2024-2032)
        8.4.4    Customer Service
            8.4.4.1    Historical Trend (2018-2023)
            8.4.4.2    Forecast Trend (2024-2032)
    8.5    Global Customer Success Platform Market by Component
        8.5.1    Solution 
            8.5.1.1    Historical Trend (2018-2023)
            8.5.1.2    Forecast Trend (2024-2032)
        8.5.2    Services
            8.5.2.1    Historical Trend (2018-2023)
            8.5.2.2    Forecast Trend (2024-2032)
            8.5.2.3    Break up by Type
                8.5.2.3.1    Professional Services
                8.5.2.3.2    Managed Services
    8.6    Global Customer Success Platform Market by Deployment Model
        8.6.1    On-Premises
            8.6.1.1    Historical Trend (2018-2023)
            8.6.1.2    Forecast Trend (2024-2032)
        8.6.2    Cloud
            8.6.2.1    Historical Trend (2018-2023)
            8.6.2.2    Forecast Trend (2024-2032)
    8.7    Global Customer Success Platform Market by Organization Size
        8.7.1    Small and Medium-Sized Enterprises
            8.7.1.1    Historical Trend (2018-2023)
            8.7.1.2    Forecast Trend (2024-2032)
        8.7.2    Large Enterprises   
            8.7.2.1    Historical Trend (2018-2023)
            8.7.2.2    Forecast Trend (2024-2032)
    8.8    Global Customer Success Platform Market by Industry Vertical
        8.8.1    Banking, Financial Services, and Insurance 
            8.8.1.1    Historical Trend (2018-2023)
            8.8.1.2    Forecast Trend (2024-2032)
        8.8.2    Retail and eCommerce  
            8.8.2.1    Historical Trend (2018-2023)
            8.8.2.2    Forecast Trend (2024-2032)
        8.8.3    Telecommunications and IT
            8.8.3.1    Historical Trend (2018-2023)
            8.8.3.2    Forecast Trend (2024-2032)
        8.8.4    Healthcare and Life Sciences  
            8.8.4.1    Historical Trend (2018-2023)
            8.8.4.2    Forecast Trend (2024-2032)
        8.8.5    Government and Public Sector
            8.8.5.1    Historical Trend (2018-2023)
            8.8.5.2    Forecast Trend (2024-2032)
        8.8.6    Others   
    8.9    Global Customer Success Platform Market by Region
        8.9.1    North America
            8.9.1.1    Historical Trend (2018-2023)
            8.9.1.2    Forecast Trend (2024-2032)
        8.9.2    Europe
            8.9.2.1    Historical Trend (2018-2023)
            8.9.2.2    Forecast Trend (2024-2032)
        8.9.3    Asia Pacific
            8.9.3.1    Historical Trend (2018-2023)
            8.9.3.2    Forecast Trend (2024-2032)
        8.9.4    Latin America
            8.9.4.1    Historical Trend (2018-2023)
            8.9.4.2    Forecast Trend (2024-2032)
        8.9.5    Middle East and Africa
            8.9.5.1    Historical Trend (2018-2023)
            8.9.5.2    Forecast Trend (2024-2032)
9    North America Customer Success Platform Market Analysis
    9.1    United States of America
        9.1.1    Historical Trend (2018-2023)
        9.1.2    Forecast Trend (2024-2032)
    9.2    Canada
        9.2.1    Historical Trend (2018-2023)
        9.2.2    Forecast Trend (2024-2032)
10    Europe Customer Success Platform Market Analysis
    10.1    United Kingdom
        10.1.1    Historical Trend (2018-2023)
        10.1.2    Forecast Trend (2024-2032)
    10.2    Germany
        10.2.1    Historical Trend (2018-2023)
        10.2.2    Forecast Trend (2024-2032)
    10.3    France
        10.3.1    Historical Trend (2018-2023)
        10.3.2    Forecast Trend (2024-2032)
    10.4    Italy
        10.4.1    Historical Trend (2018-2023)
        10.4.2    Forecast Trend (2024-2032)
    10.5    Others
11    Asia Pacific Customer Success Platform Market Analysis
    11.1    China
        11.1.1    Historical Trend (2018-2023)
        11.1.2    Forecast Trend (2024-2032)
    11.2    Japan
        11.2.1    Historical Trend (2018-2023)
        11.2.2    Forecast Trend (2024-2032)
    11.3    India
        11.3.1    Historical Trend (2018-2023)
        11.3.2    Forecast Trend (2024-2032)
    11.4    ASEAN
        11.4.1    Historical Trend (2018-2023)
        11.4.2    Forecast Trend (2024-2032)
    11.5    Australia
        11.5.1    Historical Trend (2018-2023)
        11.5.2    Forecast Trend (2024-2032)
    11.6    Others
12    Latin America Customer Success Platform Market Analysis
    12.1    Brazil
        12.1.1    Historical Trend (2018-2023)
        12.1.2    Forecast Trend (2024-2032)
    12.2    Argentina
        12.2.1    Historical Trend (2018-2023)
        12.2.2    Forecast Trend (2024-2032)
    12.3    Mexico
        12.3.1    Historical Trend (2018-2023)
        12.3.2    Forecast Trend (2024-2032)
    12.4    Others
13    Middle East and Africa Customer Success Platform Market Analysis
    13.1    Saudi Arabia
        13.1.1    Historical Trend (2018-2023)
        13.1.2    Forecast Trend (2024-2032)
    13.2    United Arab Emirates
        13.2.1    Historical Trend (2018-2023)
        13.2.2    Forecast Trend (2024-2032)
    13.3    Nigeria
        13.3.1    Historical Trend (2018-2023)
        13.3.2    Forecast Trend (2024-2032)
    13.4    South Africa
        13.4.1    Historical Trend (2018-2023)
        13.4.2    Forecast Trend (2024-2032)
    13.5    Others
14    Market Dynamics
    14.1    SWOT Analysis
        14.1.1    Strengths
        14.1.2    Weaknesses
        14.1.3    Opportunities
        14.1.4    Threats
    14.2    Porter’s Five Forces Analysis
        14.2.1    Supplier’s Power
        14.2.2    Buyer’s Power
        14.2.3    Threat of New Entrants
        14.2.4    Degree of Rivalry
        14.2.5    Threat of Substitutes
    14.3    Key Indicators for Demand
    14.4    Key Indicators for Price
15    Competitive Landscape
    15.1    Market Structure
    15.2    Company Profiles
        15.2.1    Gainsight, Inc.
            15.2.1.1    Company Overview
            15.2.1.2    Product Portfolio
            15.2.1.3    Demographic Reach and Achievements
            15.2.1.4    Certifications
        15.2.2    Salesforce.com, Inc.
            15.2.2.1    Company Overview
            15.2.2.2    Product Portfolio
            15.2.2.3    Demographic Reach and Achievements
            15.2.2.4    Certifications
        15.2.3    SmartKarrot Inc.
            15.2.3.1    Company Overview
            15.2.3.2    Product Portfolio
            15.2.3.3    Demographic Reach and Achievements
            15.2.3.4    Certifications
        15.2.4    Totango, Inc.
            15.2.4.1    Company Overview
            15.2.4.2    Product Portfolio
            15.2.4.3    Demographic Reach and Achievements
            15.2.4.4    Certifications
        15.2.5    ClientSuccess, Inc.
            15.2.5.1    Company Overview
            15.2.5.2    Product Portfolio
            15.2.5.3    Demographic Reach and Achievements
            15.2.5.4    Certifications
        15.2.6    Strikedeck, Inc.
            15.2.6.1    Company Overview
            15.2.6.2    Product Portfolio
            15.2.6.3    Demographic Reach and Achievements
            15.2.6.4    Certifications
        15.2.7    ChurnZero, Inc
            15.2.7.1    Company Overview
            15.2.7.2    Product Portfolio
            15.2.7.3    Demographic Reach and Achievements
            15.2.7.4    Certifications
        15.2.8    Freshworks Inc.
            15.2.8.1    Company Overview
            15.2.8.2    Product Portfolio
            15.2.8.3    Demographic Reach and Achievements
            15.2.8.4    Certifications
        15.2.9    Others
16    Key Trends and Developments in the Market


List of Key Figures and Tables

1.    Global Customer Success Platform Market: Key Industry Highlights, 2017 and 2021
2.    Global Customer Success Platform Historical Market: Breakup by Application (USD Million), 2018-2023
3.    Global Customer Success Platform Market Forecast: Breakup by Application (USD Million), 2024-2032
4.    Global Customer Success Platform Historical Market: Breakup by Component (USD Million), 2018-2023
5.    Global Customer Success Platform Market Forecast: Breakup by Component (USD Million), 2024-2032
6.    Global Customer Success Platform Historical Market: Breakup by Deployment Model (USD Million), 2018-2023
7.    Global Customer Success Platform Market Forecast: Breakup by Deployment Model (USD Million), 2024-2032
8.    Global Customer Success Platform Historical Market: Breakup by Organization Size (USD Million), 2018-2023
9.    Global Customer Success Platform Market Forecast: Breakup by Organization Size (USD Million), 2024-2032
10.    Global Customer Success Platform Historical Market: Breakup by Industry Vertical (USD Million), 2018-2023
11.    Global Customer Success Platform Market Forecast: Breakup by Industry Vertical (USD Million), 2024-2032
12.    Global Customer Success Platform Historical Market: Breakup by Region (USD Million), 2018-2023
13.    Global Customer Success Platform Market Forecast: Breakup by Region (USD Million), 2024-2032
14.    North America Customer Success Platform Historical Market: Breakup by Country (USD Million), 2018-2023
15.    North America Customer Success Platform Market Forecast: Breakup by Country (USD Million), 2024-2032
16.    Europe Customer Success Platform Historical Market: Breakup by Country (USD Million), 2018-2023
17.    Europe Customer Success Platform Market Forecast: Breakup by Country (USD Million), 2024-2032
18.    Asia Pacific Customer Success Platform Historical Market: Breakup by Country (USD Million), 2018-2023
19.    Asia Pacific Customer Success Platform Market Forecast: Breakup by Country (USD Million), 2024-2032
20.    Latin America Customer Success Platform Historical Market: Breakup by Country (USD Million), 2018-2023
21.    Latin America Customer Success Platform Market Forecast: Breakup by Country (USD Million), 2024-2032
22.    Middle East and Africa Customer Success Platform Historical Market: Breakup by Country (USD Million), 2018-2023
23.    Middle East and Africa Customer Success Platform Market Forecast: Breakup by Country (USD Million), 2024-2032
24.    Global Customer Success Platform Market Structure

Key Questions Answered in the Report

In 2023, the global customer success platform market attained a value of nearly USD 1704.37 million.

The market is projected to grow at a CAGR of 26.10% between 2024 and 2032.

The major drivers of the market include the rise in data volume, increase in digitalisation, rising acceptance of advanced technologies such as Artificial Intelligence (AI) and Machine Learning (ML), innovation in start-ups based on customer success platforms, and higher adoption of customer satisfaction solutions across various industry verticals.

The introduction of cloud computing for customer satisfaction, and the need for innovative solutions to track customer scores and lower turnover are the key trends propelling the market’s growth.

The major regions in the market are North America, Latin America, Middle East and Africa, Europe, and Asia Pacific.

The significant application of the global customer success platform market are customer experience management, sales and marketing management, risk and compliance management, and customer service.

The market can be divided on the basis of component into solution and services. Services is further divided into professional services and managed services.

Based on deployment model, the market can be divided into on-premises and cloud.

The market can be divided based on organisation size into small and medium-sized enterprises and large enterprises.

The significant industry verticals are banking, financial services, and insurance, retail and e-commerce, telecommunications and IT, healthcare and life sciences, and government and public sector, among others.

The major players in the market are Gainsight, Inc., Salesforce.com, Inc., SmartKarrot Inc., Totango, Inc., ClientSuccess, Inc., Strikedeck, Inc., ChurnZero, Inc, and Freshworks Inc., among others.

Analyst Review

The global customer success platform market attained a value of nearly USD 1704.37 million in 2023, driven by the introduction of cloud computing for customer satisfaction. Aided by rising acceptance of advanced technologies such as Artificial Intelligence (AI) and Machine Learning (ML), and the need for innovative solutions to track customer scores and lower turnover, the market is expected to witness further growth in the forecast period of 2024-2032, growing at a CAGR of 26.10%.

EMR's meticulous research methodology delves deep into the market, covering the macro and micro aspects of the industry. The significant application of the market are customer experience management, sales and marketing management, risk and compliance management, and customer service. The industry can be divided on the basis of component as solution and services. Services are further divided into professional services and managed services. Based on deployment type, the industry can be divided into on-premises and cloud. The industry can be divided based on organisation size as small and medium-sized enterprises and large enterprises. The significant industry verticals are banking, financial services, and insurance, retail and e-commerce, telecommunications and IT, healthcare and life sciences, and government and public sector, among others. The major regional markets for customer success platform market are North America, Europe, Asia Pacific, Latin America, and Middle East and Africa. The major players in the industry are Gainsight, Inc., Salesforce.com, Inc., Natero, Totango, ClientSuccess, Strikedeck, and ChurnZero, among others.

EMR's research methodology uses a combination of cutting-edge analytical tools and the expertise of their highly accomplished team, thus, providing their customers with market insights that are accurate, actionable and help them remain ahead of their competition.

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