고객 성공 플랫폼 시장 규모 : 구성요소별, 용도별, 업계별, 지역별 범위 및 예측

Global Customer Success Platforms Market Size and Forecast

Global Customer Success Platforms Market size was valued at USD 17.92 Billion in 2024 and is projected to reach USD 93.50 Billion by 2031 growing at a CAGR of 25.30% from 2024 to 2031.

Customer Success Platforms are software systems that assist firms manage and improve customer relationships. They watch client contacts, analyze product usage and provide insights to help customers stay satisfied and loyal. These kinds of networks frequently link with CRM systems, providing a holistic view of consumer health.

Currently, they are used to manage client accounts proactively, identifying possible problems before they escalate. They enable tailored contact and support in order to promote client satisfaction and loyalty. Automated onboarding, usage tracking and feedback collection are standard features for optimizing customer engagement.

In the future, these platforms are projected to use powerful artificial intelligence and machine learning to anticipate client wants and automate responses. Enhanced data analytics will drive more strategic decision-making, allowing organizations to provide increasingly personalized solutions. Integration with emerging technologies like IoT could further enhance their capabilities.

Global Customer Success Platforms Market Dynamics

The key market dynamics that are shaping the global customer success platforms market include:

Key Market Drivers:

Increasing Focus on Customer Experience: Organizations recognize the vital role of customer experience in driving loyalty and satisfaction. Customer success platforms offer the tools and insights required to provide excellent customer service and support.

Growing Demand for Data-Driven Decision-Making: Businesses are using data to better understand their customers and optimize their operations. Customer success platforms include powerful analytics tools that enable firms to make data-driven decisions and improve customer outcomes.

Growth Of Subscription-Based Business Models: The move to subscription-based business models necessitates strong customer retention and growth tactics. Customer success solutions are critical for managing customer connections, boosting client lifetime value and accelerating revenue development.

Key Challenges:

Complexity and Steep Learning Curve: Customer success systems may incorporate complicated functionalities that necessitate extensive training for effective use. This might be an issue for firms with limited resources or technical competence, slowing adoption.

Integration Challenges: Integrating customer success platforms into existing CRM systems, help desks and other enterprise tools can be time-consuming and complex. These integration problems may impede the seamless implementation and acceptance of customer success systems.

Cost and Return on Investment (ROI): Creating and sustaining customer success platforms can be expensive. Organizations may struggle to justify their investment if they are unable to clearly demonstrate a meaningful return on investment, particularly in the short term.

Key Trends:

Integration of CRM and Other Tools: Customer success platforms are becoming more integrated with customer relationship management (CRM) systems and other business tools. This allows for a smooth flow of data, resulting in a comprehensive perspective of consumer interactions, health and satisfaction.

Focus on Customer Health Metrics: Aside from customer satisfaction, platforms are focused on customer health measures including customer lifetime value (CLTV) and churn rate. This enables organizations to identify at-risk customers and proactively address their requirements.

AI-powered Insights: Artificial intelligence (AI) is being used to evaluate customer data and deliver actionable insights. This comprises predictive analytics, customer segmentation and personalized suggestions, which allow organizations to provide individualized consumer experiences.

Global Customer Success Platforms Market Regional Analysis

Here is a more detailed regional analysis of the global customer success platforms market:

North America:

According to Verified Market Research, North America is expected to dominate the global customer success platforms market.

North America is expected to dominate the worldwide customer success platform market because to its established IT infrastructure, strong adoption rates and major investments in customer experience solutions.

The region's advanced digital ecosystem and concentration of major technology enterprises help it maintain market leadership. Furthermore, North American businesses prioritize customer satisfaction and retention, resulting in increasing demand for advanced customer success technologies.

The existence of large market participants, as well as continual innovation, strengthens North America's position. Despite increasing global rivalry, the region's strong market presence and technology improvements maintain its sustained leadership in the customer success platforms sector.

Asia Pacific:

According to Verified Market Research, Asia Pacific is fastest growing region in global customer success platforms market.

The Asia-Pacific region is the fastest-growing customer success platform market, owing to rapid digital transformation and increasing technological investments. Growing economies, increasing digital infrastructure and a growing emphasis on improving the consumer experience all contribute to this expansion.

Companies in the region are using advanced customer success tools to increase customer retention and streamline operations. The market is being propelled forward by an increase in technology adoption, as well as a growing number of start-ups and established businesses looking to capitalize on customer insights.

As organizations in Asia-Pacific prioritize customer-centric strategies, the region is set to experience accelerated growth in the customer success platforms market.

Global Customer Success Platforms Market: Segmentation Analysis

The Global Customer Success Platforms Market is segmented based on Component, Vertical, Application and Geography.

Global Customer Success Platforms Market, By Component

Software

Services

Professional Services

Consulting

System Integration and Implementation

Support and Maintenance

Managed Services

Based on Component, the Global Customer Success Platforms Market is separated into Software, Services, Professional Services, Consulting, System Integration and Implementation, Support and Maintenance, and Managed Services. The software component leads the worldwide customer success platforms market due to its primary function in managing and improving customer relationships. Software solutions provide crucial features such as tracking interactions and analyzing client data. While professional services and support make a substantial contribution, software is still the key driver.

Global Customer Success Platforms Market, By Application

Sales and Marketing Management

Customer Experience Management

Risk and Compliance Management

Based on Application, Global Customer Success Platforms Market is divided into Sales and Marketing Management, Customer Experience Management, Risk and Compliance Management. In the global customer success platform market, Customer Experience Management is the most popular application. It focuses on improving interactions and satisfaction while increasing client retention and loyalty. Companies emphasize this sector to improve total client experiences, therefore it is a primary focus for market investments and solutions.

Global Customer Success Platforms Market, By End-User Industry

Healthcare

Retail

Banking, Financial Services and Insurance (BFSI)

IT and Telecommunications

Government

Based on End-User Industry, Global Customer Success Platforms Market is divided into healthcare, Retail, BFSI, IT and Telecommunications, and Government. The BFSI (Banking, Financial Services and Insurance) industry dominates the global customer success platforms market due to its large client base and the requirement for strong relationship management. Financial organizations prioritize customer happiness and retention, investing heavily in customer success solutions to improve service delivery and operational efficiency.

Global Customer Success Platforms Market, By Geography

North America

Europe

Asia Pacific

Rest of the World

Based on the Geography, the Global Customer Success Platforms Market divided into North America, Europe, Asia Pacific and Rest of the World. North America dominates the customer success platforms market owing to its advanced technology infrastructure and high enterprise adoption rates. However, the Asia-Pacific area is the fastest-growing, because to rapid digital transformation, increasing technological investments and a greater emphasis on improving customer experience in emerging countries.

Key Players

The Global Customer Success Platforms Market study report will provide valuable insight with an emphasis on the global market. The major players in the market are Gainsight, Inc., Salesforce.com, Inc., SmartKarrot, Inc., Totango, Inc., ClientSuccess, Inc., Strikedeck, Inc., ChurnZero, Inc., Freshworks Inc.

Our market analysis also entails a section solely dedicated to such major players wherein our analysts provide an insight into the financial statements of all the major players, along with product benchmarking and SWOT analysis. The competitive landscape section also includes key development strategies, market share and market ranking analysis of the above-mentioned players globally.

• Global Customer Success Platforms Market Recent Developments
• In June 2022, Salesforce's new Customer 360 solutions integrate marketing, commerce and service data on a single platform, enabling businesses to automate and customize interactions and build trust at scale.
• In May 2022, Gainsight announced a partnership with Japan Cloud to make it easier for businesses in the Asia-Pacific region to Adopt Gainsight customer success solutions, resulting in increasing net revenue retention, expanded accounts and lower churn. The agreement represents a full-scale entry into APAC in response to the advent of new SaaS business models. This is increasing the demand for customer success.

TABLE OF CONTENTS

1. Introduction

• Market Definition
• Market Segmentation
• Research Methodology

2. Executive Summary

• Key Findings
• Market Overview
• Market Highlights

3. Market Overview

• Market Size and Growth Potential
• Market Trends
• Market Drivers
• Market Restraints
• Market Opportunities
• Porter's Five Forces Analysis

4. Customer Success Platforms Market, By Functionality

• Basic Customer Success Platforms
• Advanced Customer Success Platforms

5. Customer Success Platforms Market, By Deployment Model

• Cloud-Based Customer Success Platforms
• On-Premises Customer Success Platforms

6. Customer Success Platforms Market, By Organization

• Small and Medium-sized Enterprises (SMEs)
• Large Enterprises

7. Regional Analysis

• North America
• United States
• Canada
• Mexico
• Europe
• United Kingdom
• Germany
• France
• Italy
• Asia-Pacific
• China
• Japan
• India
• Australia
• Latin America
• Brazil
• Argentina
• Chile
• Middle East and Africa
• South Africa
• Saudi Arabia
• UAE

8. Market Dynamics

• Market Drivers
• Market Restraints
• Market Opportunities
• Impact of COVID-19 on the Market

9. Competitive Landscape

• Key Players
• Market Share Analysis

10. Company Profiles

• Salesforce
• Gainsight
• Totango
• ChurnZero
• UserLeap
• Amplitude
• Pendo
• UserTesting
• Zendesk
• Amplitude

11. Market Outlook and Opportunities

• Emerging Technologies
• Future Market Trends
• Investment Opportunities

12. Appendix

• List of Abbreviations
• Sources and References