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Global Customer Success Platform Market: By Application: Customer Experience Management, Others; By Component; By Deployment Model; By Organization Size; By Industry Vertical; Regional Analysis; Historical Market and Forecast (2017-2027); Market Dynamics: SWOT Analysis; Competitive Landscape; Industry Events and Developments

Global Customer Success Platform Market Outlook

The global customer success platform market size is estimated to rise from USD 850 million in 2020 to USD 3417.5 million by 2026, growing at a CAGR of 26.10% over the forecast period of 2022-2027.

 

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.

 

REPORT FEATURES DETAILS
Base Year 2020
Historical Period 2017-2021
Forecast Period 2022-2027
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, Europe, Asia Pacific, Latin America, Middle East and Africa
Market Dynamics SWOT, Porter's Five Forces, Key Indicators for Price and Demand
Competitive Landscape Market Structure, Company Profiles- Company Overview, Product Portfolio, Demographic Reach and Achievements, Certifications
Companies Covered Gainsight, Inc., Salesforce.com, Inc. (NYSE: CRM), Natero, Totango, ClientSuccess, Strikedeck, ChurnZero, 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.

 

*We at Expert Market Research always thrive to give you the latest information. The numbers in the article are only indicative and may be different from the actual 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    Industry Opportunities and Challenges
8    Global Customer Success Platform Market Analysis

    8.1    Key Industry Highlights
    8.2    Global Customer Success Platform Historical Market (2017-2021) 
    8.3    Global Customer Success Platform Market Forecast (2022-2027)
    8.4    Global Customer Success Platform Market by Application
        8.4.1    Customer Experience Management
            8.4.1.1    Market Share
            8.4.1.2    Historical Trend (2017-2021)
            8.4.1.3    Forecast Trend (2022-2027)
        8.4.2    Sales and Marketing Management
            8.4.2.1    Market Share
            8.4.2.2    Historical Trend (2017-2021)
            8.4.2.3    Forecast Trend (2022-2027)
        8.4.3    Risk and Compliance Management
            8.4.3.1    Market Share
            8.4.3.2    Historical Trend (2017-2021)
            8.4.3.3    Forecast Trend (2022-2027)
        8.4.4    Customer Service
            8.4.4.1    Market Share
            8.4.4.2    Historical Trend (2017-2021)
            8.4.4.3    Forecast Trend (2022-2027)
    8.5    Global Customer Success Platform Market by Component
        8.5.1    Solution 
            8.5.1.1    Market Share
            8.5.1.2    Historical Trend (2017-2021)
            8.5.1.3    Forecast Trend (2022-2027)
        8.5.2    Services
            8.5.2.1    Market Share
            8.5.2.2    Historical Trend (2017-2021)
            8.5.2.3    Forecast Trend (2022-2027)
            8.5.2.4    Break up by Type
                8.5.2.4.1    Professional Services
                8.5.2.4.2    Managed Services
    8.6    Global Customer Success Platform Market by Deployment Model
        8.6.1    On-Premises
            8.6.1.1    Market Share
            8.6.1.2    Historical Trend (2017-2021)
            8.6.1.3    Forecast Trend (2022-2027)
        8.6.2    Cloud
            8.6.2.1    Market Share
            8.6.2.2    Historical Trend (2017-2021)
            8.6.2.3    Forecast Trend (2022-2027)
    8.7    Global Customer Success Platform Market by Organization Size
        8.7.1    Small and Medium-Sized Enterprises
            8.7.1.1    Market Share
            8.7.1.2    Historical Trend (2017-2021)
            8.7.1.3    Forecast Trend (2022-2027)
        8.7.2    Large Enterprises   
            8.7.2.1    Market Share
            8.7.2.2    Historical Trend (2017-2021)
            8.7.2.3    Forecast Trend (2022-2027)
    8.8    Global Customer Success Platform Market by Industry Vertical
        8.8.1    Banking, Financial Services, and Insurance 
            8.8.1.1    Market Share
            8.8.1.2    Historical Trend (2017-2021)
            8.8.1.3    Forecast Trend (2022-2027)
        8.8.2    Retail and eCommerce  
            8.8.2.1    Market Share
            8.8.2.2    Historical Trend (2017-2021)
            8.8.2.3    Forecast Trend (2022-2027)
        8.8.3    Telecommunications and IT
            8.8.3.1    Market Share
            8.8.3.2    Historical Trend (2017-2021)
            8.8.3.3    Forecast Trend (2022-2027)
        8.8.4    Healthcare and Life Sciences  
            8.8.4.1    Market Share
            8.8.4.2    Historical Trend (2017-2021)
            8.8.4.3    Forecast Trend (2022-2027)
        8.8.5    Government and Public Sector
            8.8.5.1    Market Share
            8.8.5.2    Historical Trend (2017-2021)
            8.8.5.3    Forecast Trend (2022-2027)
        8.8.6    Others
    8.9    Global Customer Success Platform Market by Region
        8.9.1    Market Share
            8.9.1.1    North America
            8.9.1.2    Europe
            8.9.1.3    Asia Pacific
            8.9.1.4    Latin America
            8.9.1.5    Middle East and Africa
9    Regional Analysis
    9.1    North America
        9.1.1    Historical Trend (2017-2021)
        9.1.2    Forecast Trend (2022-2027)
        9.1.3    Breakup by Country
            9.1.3.1    United States of America 
            9.1.3.2    Canada
    9.2    Europe
        9.2.1    Historical Trend (2017-2021)
        9.2.2    Forecast Trend (2022-2027)
        9.2.3    Breakup by Country 
            9.2.3.1    United Kingdom
            9.2.3.2    Germany
            9.2.3.3    France
            9.2.3.4    Italy
            9.2.3.5    Others
    9.3    Asia Pacific
        9.3.1    Historical Trend (2017-2021)
        9.3.2    Forecast Trend (2022-2027)
        9.3.3    Breakup by Country
            9.3.3.1    China
            9.3.3.2    Japan
            9.3.3.3    India
            9.3.3.4    ASEAN
            9.3.3.5    Australia
            9.3.3.6    Others
    9.4    Latin America
        9.4.1    Historical Trend (2017-2021)
        9.4.2    Forecast Trend (2022-2027)
        9.4.3    Breakup by Country
            9.4.3.1    Brazil
            9.4.3.2    Argentina
            9.4.3.3    Mexico
            9.4.3.4    Others
    9.5    Middle East and Africa
        9.5.1    Historical Trend (2017-2021)
        9.5.2    Forecast Trend (2022-2027)
        9.5.3    Breakup by Country
            9.5.3.1    Saudi Arabia
            9.5.3.2    United Arab Emirates
            9.5.3.3    Nigeria
            9.5.3.4    South Africa
            9.5.3.5    Others
10    Market Dynamics
    10.1    SWOT Analysis
        10.1.1    Strengths
        10.1.2    Weaknesses
        10.1.3    Opportunities
        10.1.4    Threats
    10.2    Porter’s Five Forces Analysis
        10.2.1    Supplier’s Power
        10.2.2    Buyer’s Power
        10.2.3    Threat of New Entrants
        10.2.4    Degree of Rivalry
        10.2.5    Threat of Substitutes
    10.3    Key Indicators for Demand
    10.4    Key Indicators for Price
11    Competitive Landscape
    11.1    Market Structure
    11.2    Company Profiles
        11.2.1    Gainsight, Inc. 
            11.2.1.1    Company Overview
            11.2.1.2    Product Portfolio
            11.2.1.3    Demographic Reach and Achievements
            11.2.1.4    Certifications
        11.2.2    Salesforce.com, Inc. 
            11.2.2.1    Company Overview
            11.2.2.2    Product Portfolio
            11.2.2.3    Demographic Reach and Achievements
            11.2.2.4    Certifications
        11.2.3    SmartKarrot Inc. 
            11.2.3.1    Company Overview
            11.2.3.2    Product Portfolio
            11.2.3.3    Demographic Reach and Achievements
            11.2.3.4    Certifications
        11.2.4    Totango, Inc. 
            11.2.4.1    Company Overview
            11.2.4.2    Product Portfolio
            11.2.4.3    Demographic Reach and Achievements
            11.2.4.4    Certifications
        11.2.5    ClientSuccess, Inc.
            11.2.5.1    Company Overview
            11.2.5.2    Product Portfolio
            11.2.5.3    Demographic Reach and Achievements
            11.2.5.4    Certifications
        11.2.6    Strikedeck, Inc. 
            11.2.6.1    Company Overview
            11.2.6.2    Product Portfolio
            11.2.6.3    Demographic Reach and Achievements
            11.2.6.4    Certifications
        11.2.7    ChurnZero, Inc 
            11.2.7.1    Company Overview
            11.2.7.2    Product Portfolio
            11.2.7.3    Demographic Reach and Achievements
            11.2.7.4    Certifications
        11.2.8    Freshworks Inc.
            11.2.8.1    Company Overview
            11.2.8.2    Product Portfolio
            11.2.8.3    Demographic Reach and Achievements
            11.2.8.4    Certifications
        11.2.9    Others
12    Industry Events and Developments


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), 2017-2021
3.    Global Customer Success Platform Market Forecast: Breakup by Application (USD Million), 2022-2027
4.    Global Customer Success Platform Historical Market: Breakup by Component (USD Million), 2017-2021
5.    Global Customer Success Platform Market Forecast: Breakup by Component (USD Million), 2022-2027
6.    Global Customer Success Platform Historical Market: Breakup by Deployment Model (USD Million), 2017-2021
7.    Global Customer Success Platform Market Forecast: Breakup by Deployment Model (USD Million), 2022-2027
8.    Global Customer Success Platform Historical Market: Breakup by Organization Size (USD Million), 2017-2021
9.    Global Customer Success Platform Market Forecast: Breakup by Organization Size (USD Million), 2022-2027
10.    Global Customer Success Platform Historical Market: Breakup by Industry Vertical (USD Million), 2017-2021
11.    Global Customer Success Platform Market Forecast: Breakup by Industry Vertical (USD Million), 2022-2027
12.    Global Customer Success Platform Historical Market: Breakup by Region (USD Million), 2017-2021
13.    Global Customer Success Platform Market Forecast: Breakup by Region (USD Million), 2022-2027
14.    North America Customer Success Platform Historical Market: Breakup by Country (USD Million), 2017-2021
15.    North America Customer Success Platform Market Forecast: Breakup by Country (USD Million), 2022-2027
16.    Europe Customer Success Platform Historical Market: Breakup by Country (USD Million), 2017-2021
17.    Europe Customer Success Platform Market Forecast: Breakup by Country (USD Million), 2022-2027
18.    Asia Pacific Customer Success Platform Historical Market: Breakup by Country (USD Million), 2017-2021
19.    Asia Pacific Customer Success Platform Market Forecast: Breakup by Country (USD Million), 2022-2027
20.    Latin America Customer Success Platform Historical Market: Breakup by Country (USD Million), 2017-2021
21.    Latin America Customer Success Platform Market Forecast: Breakup by Country (USD Million), 2022-2027
22.    Middle East and Africa Customer Success Platform Historical Market: Breakup by Country (USD Million), 2017-2021
23.    Middle East and Africa Customer Success Platform Market Forecast: Breakup by Country (USD Million), 2022-2027
24.    Global Customer Success Platform Market Structure

Key Questions Answered in the Report

In 2020, the global customer success platform market attained a value of nearly USD 850 million.

The market is projected to grow at a CAGR of 26.10% between 2022 and 2027.

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 industry trends propelling the market's growth.

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

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 is 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 players in the industry are Gainsight, Inc., Salesforce.com, Inc., Natero, Totango, ClientSuccess, Strikedeck, and ChurnZero, among others.

Analyst Review

The global customer success platform market attained a value of nearly USD 850 million in 2020, 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 2022-2027, 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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