The global customer success platform market size is estimated to rise from USD 850 million in 2019 to USD 3417.5 million by 2025, growing at a CAGR of 26.10% over the forecast period of 2020-2025. 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.
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Properties and Applications
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.
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:
The industry can be divided on the basis of component as:
Based on deployment type, the industry can be divided into:
The industry can be divided based on organisation size as:
The industry can be categorised on the basis of industry verticals as:
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.
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.
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:
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 Questions Answered in the Market Report:
1.1 Objectives of the Study
1.1.1 Research Objective
1.1.2 Key Findings of the Report
2 Research Methodology
2.1 Data Extraction
2.2 Data Corroboration
2.3 Market Structure
2.5 Market Models
3.1 Market Outlook
3.2 Market Scope and Segmentation
3.3 Additional Insights
4 Executive Summary
4.1 Key Market Developments
4.2 Market Analysis
4.3 Key Players
4.4 Market Revenue and Growth
5 Market Dynamics
5.1 Market Driver Analysis
5.2 Market Restraint Analysis
5.3 Industry Challenges
5.4 Industry Opportunities
6 Global Customer Success Platform Market Analysis
6.1 Global Customer Success Platform Historical Market (2015-2019) & Forecast (2020-2025)
6.2 Global Customer Success Platform Market Breakup by Application
6.2.1 Customer Experience Management
6.2.2 Sales and Marketing Management
6.2.3 Risk and Compliance Management
6.2.4 Customer Service
6.3 Global Customer Success Platform Market Breakup by Application: Historical Market (2015-2019) & Forecast (2020-2025)
6.3.1 Customer Experience Management
6.3.2 Sales and Marketing Management
6.3.3 Risk and Compliance Management
6.3.4 Customer Service
6.4 Global Customer Success Platform Market Breakup by Component
126.96.36.199 Professional Services
188.8.131.52.1 Support and Maintenance Services
184.108.40.206 Consulting Services
6.4.3 Managed Services
6.5 Global Customer Success Platform Market Breakup by Component: Historical Market (2015-2019) & Forecast (2020-2025)
220.127.116.11 Professional Services
18.104.22.168.1 Support and Maintenance Services
22.214.171.124 Consulting Services
6.5.3 Managed Services
6.6 Global Customer Success Platform Market by Deployment Model
6.7 Global Customer Success Platform Market by Deployment Model: Historical Market (2015-2019) & Forecast (2020-2025)
6.8 Global Customer Success Platform Market by Organization Size
6.8.1 Small and Medium-Sized Enterprises
6.8.2 Large Enterprises
6.9 Global Customer Success Platform Market by Organization Size: Historical Market (2015-2019) & Forecast (2020-2025)
6.9.1 Small and Medium-Sized Enterprises
6.9.2 Large Enterprises
6.10 Global Customer Success Platform Market by Industry Vertical
6.10.1 Banking, Financial Services, and Insurance
6.10.2 Retail and eCommerce
6.10.3 Telecommunications and IT
6.10.4 Healthcare and Life Sciences
6.10.5 Government and Public Sector
6.11 Global Customer Success Platform Market by Industry Vertical: Historical Market (2015-2019) & Forecast (2020-2025)
6.11.1 Banking, Financial Services, and Insurance
6.11.2 Retail and eCommerce
6.11.3 Telecommunications and IT
6.11.4 Healthcare and Life Sciences
6.11.5 Government and Public Sector
6.12 Global Customer Success Platform Market by Region
6.12.1 North America
126.96.36.199 United States of America
188.8.131.52 United Kingdom
6.12.3 Asia Pacific
6.12.4 Latin America
6.12.5 Middle East & Africa
184.108.40.206 Saudi Arabia
220.127.116.11 United Arab Emirates
18.104.22.168 South Africa
6.13 Global Customer Success Platform Market by Region: Historical Market (2015-2019) & Forecast (2020-2025)
6.13.1 North America
22.214.171.124 United States of America
126.96.36.199 United Kingdom
6.13.3 Asia Pacific
6.13.4 Latin America
6.13.5 Middle East & Africa
188.8.131.52 Saudi Arabia
184.108.40.206 United Arab Emirates
220.127.116.11 South Africa
7 SWOT Analysis
8 Porter’s Five Forces Analysis
8.2 Buyer’s Power
8.3 Supplier’s Power
8.4 New Entrants
8.5 Degree of Rivalry
9 Competitive Landscape & Supplier Analysis
9.1 Gainsight, Inc.
9.1.1 Company Overview
9.1.2 Financial Analysis
9.2 Salesforce.com, Inc. (NYSE: CRM)
9.2.1 Company Overview
9.2.2 Financial Analysis
9.3.1 Company Overview
9.3.2 Financial Analysis
9.4.1 Company Overview
9.4.2 Financial Analysis
9.5.1 Company Overview
9.5.2 Financial Analysis
9.6.1 Company Overview
9.6.2 Financial Analysis
9.7.1 Company Overview
9.7.2 Financial Analysis
10 Events and Developments
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