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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.
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.
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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. |
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.
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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.
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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.
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.
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:
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Breakup by Application |
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Breakup by Component |
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Breakup by Deployment Type |
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Breakup by Organization Size |
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Breakup by Industry Vertical |
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Breakup by Region |
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Market Dynamics |
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Competitive Landscape |
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Companies Covered |
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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 Size
Customer Success Platform Market Trends
Customer Success Platform Market Share
*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.*
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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.
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