Report Overview

2023

Base Year

2018-2023

Historical Year

2024-2032

Forecast Year

Global Customer Success Platform Market Outlook

The global customer success platform market size was valued at USD 1704.37 million in 2023. The market is further projected to grow at a CAGR of 26.1% between 2024 and 2032, reaching a value of USD 13,740.39 million by 2032.

Key Takeaways

  • CRM software can raise sales by up to 29% and enhance sales team efficiency by 34%.
  • 65% of mobile CRM users can achieve their yearly sales target, compared to 22% of non-mobile CRM users.
  • 59% of organisations report that CRM applications have helped them increase customer loyalty (by 47%), customer satisfaction rate (by 47%), and lower lead cost (by 27%).

A customer success platform (CSP) is a software solution that helps businesses manage and optimise their customer relationships, retention, and loyalty. It enables businesses to monitor customer behavior, identify risks and opportunities, provide proactive support, and deliver personalised value. A customer success platform typically integrates with other tools such as CRM, marketing automation, analytics, and communication channels.

The global customer success platform market is expected to grow due to increasing demand for cloud-based solutions that offer scalability, flexibility, and cost-effectiveness.

The rising adoption of customer success platforms by small and medium-sized enterprises (SMEs) that need to enhance their customer retention and loyalty is also augmenting customer success platform market growth. The growing need for data-driven insights and analytics that help businesses understand customer behavior, preferences, and feedback is further driving the demand for customer success platforms.

The expanding use of artificial intelligence (AI) and machine learning (ML) technologies enable customer success platforms to provide predictive and prescriptive recommendations, automation, and personalisation. Moreover, the rising awareness of the benefits of customer success platforms among various industries such as IT and telecom, retail and e-commerce, healthcare, education, and finance has enabled the market to grow.

Customer Success Platform Market

Read more about this report - REQUEST FREE SAMPLE COPY IN PDF

Key Trends and Developments

Increasing adoption of cloud based CSPs, the rising demand for AI and ML in CSPs, and the growing need for customer data protection are boosting the customer success platform market development

Date Company Announcement
March 2024 Salesforce Launched Einstein 1 Studio, a low-code AI platform that allows admins and developers to build and customise Einstein Copilot, an AI assistant into the flow of work within Salesforce.
February 2024 Totango and Catalyst Merged to provide a cutting-edge, unified product for customer success and Go-To-Market (GTM) teams, empowering them with a powerful platform to drive customer-led growth.
December 2023 ChurnZero Expanded its partnership with HubSpot to enhance customer success strategies. This collaboration allows users to add HubSpot deal line items to ChurnZero.
October 2023 ChurnZero Partnered with Absorb LMS and Higher Logic Vanilla to unify digital customer success, customer education, and community management.
June 2023 Totango Launched a new product called Totango In-App, which is part of its composable customer success platform. This product is advanced by the acquisition of Lou, a no-code digital adoption platform.
January 2022 SmartKarrot and Success Chain Announced a strategic partnership that combines SmartKarrot's innovative customer success technology with Success Chain's sustainable customer success services.
Trends Impact
Increasing adoption of cloud based CSPs Cloud-based CSPs offer advantages such as scalability, flexibility, cost-effectiveness, and easy integration with other systems. Cloud-based CSPs also enable remote access and collaboration.
Rising demand for artificial intelligence (AI) and machine learning (ML) in CSPs AI and ML are powerful technologies that can enhance the capabilities and performance of CSPs. AI and ML can help CSPs to analyse large volumes of customer data, generate insights and recommendations, automate tasks and workflows, personalise customer interactions, and predict customer behaviour and outcomes.
Growing need for customer data protection and privacy CSPs handle sensitive customer information, such as personal details, preferences, feedback, and transactions, which need to be protected from unauthorised access, misuse, and breaches. CSPs also need to comply with various data protection and privacy regulations, such as the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA), which is expected to influence the customer success platform market growth.
Increasing integration of CSPs with other business systems CSPs are not standalone solutions, but rather part of a larger ecosystem of business systems and applications. CSPs need to integrate with other systems, such as customer relationship management (CRM), marketing automation, sales enablement, billing and invoicing, and analytics, to deliver a seamless customer experience.

Global Customer Success Platform Market Trends

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 customer success platforms vendors.

The customer success platform market outlook is projected to be positive in the future because of a higher adoption of customer satisfaction solutions across various industry verticals. Businesses in the sector use channels for customer interaction to boost revenue through upselling and cross-selling and increase customer satisfaction.

In addition, CSPs are not limited to a specific industry or region, but rather applicable to any business that aims to build and maintain long-term customer relationships. CSPs are being adopted by various industries, such as technology, healthcare, education, finance, and retail, to address their specific customer success challenges and goals. The expanding scope of CSPs across different industries is predicted to lead the market.

Customer Success Platform Market by Application

Read more about this report - REQUEST FREE SAMPLE COPY IN PDF

Market Segmentation

Global Customer Success Platform Market Report and Forecast 2024-2032 offers a detailed analysis of the market based on the following segments:

Market Breakup Categories
Application Customer Experience Management, Sales and Marketing Management, Risk and Compliance Management, Customer Service
Component Solution, Services
Deployment Type On-Premises, Cloud
Organisation Size Small and Medium-Sized Enterprises, Large Enterprises
Industry Vertical Banking, Financial Services, and Insurance, Retail and eCommerce, Telecommunications and IT, Healthcare and Life Sciences, Government and Public Sector, Others
Region North America, Europe, Asia Pacific, Latin America, Middle East and Africa

Services are further sub-segmented into professional services and managed services.

Customer experience management segment is expected to hold a significant market share due to the growing focus on customer retention and loyalty across industries

The customer experience management segment accounts for the largest customer success platform market share, as it helps businesses to retain and satisfy their customers by providing personalised and proactive services. Some of the key factors driving the growth of this segment are the increasing adoption of digital technologies, the rising demand for omnichannel customer engagement, and the growing focus on customer retention and loyalty.

Sales and marketing management helps businesses to align their sales and marketing goals, strategies, and activities, and to increase their sales productivity and performance. According to customer success platform market analysis, segment’s growth is driven by the rising need for improving sales efficiency and effectiveness, the growing adoption of cloud-based solutions, and the increasing integration of artificial intelligence and machine learning technologies.

The risk and compliance management segment in customer success platform market helps businesses to identify, assess, monitor, and mitigate the potential threats and vulnerabilities that may affect their customer relationships, reputation, and profitability. Some of the key factors driving the growth of this segment are the increasing complexity and diversity of risks, the rising regulatory scrutiny and fines, and the growing need for data protection and governance.

SMEs are expected to increase their demand for CSPs as it helps identify risks and opportunities and automate workflows

Small and medium-sized enterprises (SMEs) are expected to witness a significant growth in the customer success platform market share, owing to the increasing adoption of cloud-based solutions and the need to enhance customer retention and loyalty. SMEs often face challenges such as limited budget, lack of skilled staff, and high competition, which can be addressed by using customer success platforms that offer cost-effective, scalable, and easy-to-use features. Customer success platforms can help SMEs to monitor customer health, identify risks and opportunities, automate workflows, and provide personalised support and guidance.

Large enterprises are also expected to increase their demand for customer success platforms, as they have a large customer base and complex business operations that require effective management and optimisation. Customer success platforms can help large enterprises to align their customer success strategies with their business goals, streamline cross-functional collaboration, leverage data and analytics, and deliver consistent and proactive customer experiences.

Customer Success Platform Market by Region

Read more about this report - REQUEST FREE SAMPLE COPY IN PDF

Competitive Landscape

Market players are focused on expanding their customer success services across industries, which further strengthens their market position

Company Name Year Founded Headquarters Products/Services
Gainsight, Inc. 2009 California, United States It offers solutions for customer success management, product experience, revenue  optimisation, customer data platform, and customer feedback.
Salesforce.com, Inc. 1999 California, United States It offers products for sales, service, marketing, commerce, platform, integration, analytics, and industry-specific solutions.
SmartKarrot Inc. 2018 New York, United States It offers solutions for customer success, product success, user engagement, and customer analytics.
Totango, Inc. 2010 California, United States It offers solutions for customer success, account health, customer segmentation, customer journey, and customer insights.

Other key players in the global customer success platform market include ClientSuccess, Inc., Strikedeck, Inc., ChurnZero, Inc, and Freshworks Inc., among others.

Global Customer Success Platform Market Analysis by Region

North America is one of the prominent regions as it has a high concentration of customer success platform vendors

The North American region is anticipated to hold a dominant position in the customer success platform market as it has a high concentration of customer success platform vendors, such as Salesforce, Gainsight, Totango, and ChurnZero. The region also has a large and diverse customer base, spanning across various industries, such as technology, healthcare, financial services, and education. The key factors that drive the customer success platform market growth in this region are the high awareness and adoption of customer success platform among businesses, the strong presence of cloud infrastructure and service providers, and the increasing competition and customer expectations in the market.

As per customer success platform market report, the Asia Pacific is the fastest-growing market for customer success platform as the region is witnessing a rapid digital transformation and adoption of cloud-based solutions among businesses, especially in emerging economies, such as China, India, Japan, and Australia. The region also has a large and growing population of internet and smartphone users, creating a huge potential for customer success platform vendors to tap into. The key factor that drive the market in Asia Pacific is the increasing demand for customer success platform from small and medium-sized enterprises (SMEs).

Moreover, Europe also has a well-developed customer success platform industry, with several established and emerging vendors, such as Planhat, Custify, UserIQ, and Akita. The key factors that drive the customer success platform market value in Europe are the high adoption of customer success platform among businesses, the strong regulatory and compliance framework for data protection and privacy, and the increasing focus on customer satisfaction and retention.

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 Type
  • 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 Type
  • 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.

Customer Success Platform Market Report Snapshots

Customer Success Platform Market Size

Customer Success Platform Market Trends

Customer Success Platform Market Share

Customer Success Platform Companies

Customer Success Platform Market Regional Analysis

*While we strive to always give you current and accurate information, the numbers depicted on the website are indicative and may differ from the actual numbers in the main report. At Expert Market Research, we aim to bring you the latest insights and trends in the market. Using our analyses and forecasts, stakeholders can understand the market dynamics, navigate challenges, and capitalize on opportunities to make data-driven strategic decisions.*

Looking for specific insights?

Get in touch with us today for customized, data-driven solutions tailored to your unique requirements!

Key Questions Answered in the Report

In 2023, the customer success platform market reached an approximate value of USD 1704.37 million.

The market is expected to grow at a CAGR of 26.1% between 2024 and 2032.

The market is estimated to witness a healthy growth in the forecast period of 2024-2032 to reach USD 13,740.39 million by 2032.

Customer success platform (CSP) is a software solution that helps businesses manage their customer relationships, retention, and loyalty. CSPs enable companies to identify risks and opportunities, deliver customer support and guidance, and measure the impact of customer success initiatives.

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.

Key trends aiding customer success platform market expansion include the introduction of cloud computing for customer satisfaction, and the need for innovative solutions to track customer scores and lower turnover.

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.

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.

Key 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.

How To Order

Our step-by-step guide will help you select, purchase, and access your reports swiftly, ensuring you get the information that drives your decisions, right when you need it.

Select License Type

Choose the right license for your needs and access rights.

Click on ‘Buy Now’

Add the report to your cart with one click and proceed to register.

Select Mode of Payment

Choose a payment option for a secure checkout. You will be redirected accordingly.

Pricing Plans

Purchase Full Report

Datasheet

 

USD 2,199

USD 1,999

tax inclusive*

  • Selected Sections, One User
  • Printing Not Allowed
  • Email Delivery in PDF
  • Free Limited Customisation
  • Post Sales Analyst Support
  • 50% Discount on Next Update

Single User License

One User

USD 3,299

USD 2,999

tax inclusive*

  • All Sections, One User
  • One Print Allowed
  • Email Delivery in PDF
  • Free Limited Customisation
  • Post Sales Analyst Support
  • 50% Discount on Next Update

Five User License

Five Users

USD 4,399

USD 3,999

tax inclusive*

  • All Sections, Five Users
  • Five Prints Allowed
  • Email Delivery in PDF
  • Free Limited Customisation
  • Post Sales Analyst Support
  • 50% Discount on Next Update

Corporate License

Unlimited Users

USD 5,499

USD 4,999

tax inclusive*

  • All Sections, Unlimited Users
  • Unlimited Prints Allowed
  • Email Delivery in PDF + Excel
  • Free Limited Customisation
  • Post Sales Analyst Support
  • 50% Discount on Next Update

Connect For More Information

Our expert team of analysts will offer full support and resolve any queries regarding the report, before and after the purchase.

Our expert team of analysts will offer full support and resolve any queries regarding the report, before and after the purchase.

We employ meticulous research methods, blending advanced analytics and expert insights to deliver accurate, actionable industry intelligence, staying ahead of competitors.

Our skilled analysts offer unparalleled competitive advantage with detailed insights on current and emerging markets, ensuring your strategic edge.

We offer an in-depth yet simplified presentation of industry insights and analysis to meet your specific requirements effectively.

Strategic Solutions for Informed Decision-Making

Back to top

We’re here to help answer any questions about our products and services.

Contact us

Locations


United States (Head Office)

30 North Gould Street, Sheridan, WY 82801

+1-415-325-5166

Australia

63 Fiona Drive, Tamworth, NSW

+61 448 06 17 27

India

C130 Sector 2 Noida, Uttar Pradesh 201301

+91-858-608-1494

Philippines

40th Floor, PBCom Tower, 6795 Ayala Avenue Cor V.A Rufino St. Makati City,1226.

+63 287899028, +63 967 048 3306

United Kingdom

6 Gardner Place, Becketts Close, Feltham TW14 0BX, Greater London

+44-753-713-2163

Vietnam

193/26/4 St.no.6, Ward Binh Hung Hoa, Binh Tan District, Ho Chi Minh City

+84865399124