Customer Success Platforms Market

Analysis from GMI Research finds that the Customer Success Platforms Market earned revenues of USD 1.4 billion in 2022 and forecast to touch USD 6.2 billion in 2030 will grow at a CAGR of 20.1% from 2023-2030

Customer Success Platforms Market Overview

The customer success platforms are the set of tools that helps in ensuring to offer the customer need outcomes when they are using any sort of vendor’s service or product. These platforms centralize all the customer data into an accessible 360-degree view of the customer. The global customer success platforms market covers services, including professional services and managed services.

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Major Customer Success Platforms Market Drivers

The factors driving the global customer success platforms market include the growing demand for advanced analytical-based solutions for the monitoring of customer scores and to decrease the churn ates, followed by the emergence of cloud computing in customer success.

Advent of AI and ML is further contributing to the market growth over the coming years. AI has applications in customer success, including customer behavior analysis, prediction and customer journey monitoring. There has been an increase in the demand for AI-embedded platforms to provide better customer experience, thus increase overall revenue.

Restraint in the Customer Success Platforms Market

However, the rising challenges related to the synchronization and aggregation of the data from various tools is a major factor that is hampering the market growth.

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Component – Segment Analysis

Based on the component, the services is expected to grow at a higher CAGR during the forecast period. The customer data is increasing on a daily basis which is increasing the demand for organizations to opt for customer success services to meet the need in the evolving customer global demand landscape. The service segment is further categorized into professional services and managed services. These services help companies to streamline their marketing operations.

Application – Segment Analysis

Based on the application, sales and marketing optimization is expected to dominate the market during the forecast period. The customer success platforms have surged as an important element in sales and marketing optimization as they enable sales executives and marketing executives to engage with the target audience on the basis of the insights collected from the data. The platform offers visibility around the customer activities such as onboarding status, health scores, and other factors. It also allows to have all the data while interacting with the customers, which allows them to offer a personalized experience.

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Regional – Segment Analysis:

Based on the region, North America is expected to dominate the market during the forecast period. This is attributed to the rising demand for advanced analytical-based solutions to monitor customer journeys and decrease churn rates. Moreover, the implementation of cloud computing in customer success and rising data volume owing to rising digitalization are further contributing to the market growth. In addition to this, the rising adoption of customer success technology by different verticals, including BFSI, IT and Telecom, among others, is further helping the market to grow.

Top Market Players

Some of the leading players operating in the market include CISCO, Salesforce.com, Inc., HubSpot, Inc., Gainsight, Freshworks, Inc., Totango, Strikedeck, UserIQ, Planhat, and ClientSuccess, among others. 

Key Developments:

• • In 2020, Gainsight introduced its first customer success ecosystem, Gainsight Sightline, the only community-enhanced customer success technology exchange in the market.
  • In 2020, HubSpot, Inc., launched the CMS Hub, which is a content management system that provides speed, security, and scalability to rapidly growing businesses.

Segments covered in the Report:

The global Customer Success Platforms market has been segmented on the basis of Component, Deployment Mode, Organization Size, Vertical, Application, and regions. Based on Component, the market is segmented into Platforms and Services. Based on Deployment Mode, the market is segmented into Cloud and On-Premises. Based on Organization Size, the market is segmented into Small and Medium-sized enterprises and Large enterprises. Based on Vertical the market is segmented into Banking, Financial Services and Insurance, IT and Telecom, Manufacturing, Healthcare and Life Science, Transportation and Logistics, Government and Public sector, Energy and Utilities, and Others. Based on the Application, the market is segmented into Sales and Marketing optimization, Risk and Compliance Management, Customer Segmentation, Customer service, reporting and Analytics, and Others. 

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Market Segmentation

Global Customer Success Platforms Market by Component

• • Platforms
  • Services

Global Customer Success Platforms Market by Deployment Mode

• • Cloud
  • On-Premises

Global Customer Success Platforms Market by Organization Size

• • Small and Medium-sized enterprises
  • Large enterprises

Global Customer Success Platforms Market by Vertical

• • Banking, Financial Services and Insurance
  • IT and Telecom
  • Manufacturing
  • Healthcare and Life Science
  • Transportation and Logistics
  • Government and Public sector
  • Energy and Utilities
  • Others

Global Customer Success Platforms Market by Application

• • Sales and Marketing optimization
  • Risk and Compliance Management
  • Customer Segmentation
  • Customer service
  • Reporting and Analytics

Global Customer Success Platforms Market by Region

• • North America Customer Success Platforms Market (Option 1: As a part of the free 25% customization)

    • North America Customer Success Platforms Market by Component
    • North America Customer Success Platforms Market by Deployment Mode
    • North America Customer Success Platforms Market by Organization Size
    • North America Customer Success Platforms Market by Vertical
    • North America Customer Success Platforms Market by Application
    • US Customer Success Platforms Market All-Up
    • Canada Customer Success Platforms Market All-Up

  • Europe Customer Success Platforms Market (Option 2: As a part of the free 25% customization)

    • Europe Customer Success Platforms Market by Component
    • Europe Customer Success Platforms Market by Deployment Mode
    • Europe Customer Success Platforms Market by Organization Size
    • Europe Customer Success Platforms Market by Vertical
    • Europe Customer Success Platforms Market by Application
    • UK Customer Success Platforms Market All-Up
    • Germany Customer Success Platforms Market All-Up
    • France Customer Success Platforms Market All-Up
    • Spain Customer Success Platforms Market All-Up
    • Rest of Europe Customer Success Platforms Market All-Up

  • Asia-Pacific Customer Success Platforms Market (Option 3: As a part of the free 25% customization)

    • Asia-Pacific Customer Success Platforms Market by Component
    • Asia-Pacific Customer Success Platforms Market by Deployment Mode
    • Asia-Pacific Customer Success Platforms Market by Organization Size
    • Asia-Pacific Customer Success Platforms Market by Vertical
    • Asia-Pacific Customer Success Platforms Market by Application
    • China Customer Success Platforms Market All-Up
    • India Customer Success Platforms Market All-Up
    • Japan Customer Success Platforms Market All-Up
    • Rest of APAC Customer Success Platforms Market All-Up

  • RoW Customer Success Platforms Market (Option 4: As a part of the free 25% customization)

    • RoW Customer Success Platforms Market by Component
    • RoW Customer Success Platforms Market by Deployment Mode
    • RoW Customer Success Platforms Market by Organization Size
    • RoW Customer Success Platforms Market by Vertical
    • RoW Customer Success Platforms Market by Application
    • Brazil Customer Success Platforms Market All-Up
    • South Africa Customer Success Platforms Market All-Up
    • Saudi Arabia Customer Success Platforms Market All-Up
    • UAE Customer Success Platforms Market All-Up
    • Rest of world (remaining countries of the LAMEA region) Customer Success Platforms Market All-Up

Major Players Operating in the Customer Success Platforms (Option 5: As a part of the Free 25% Customization – Profiles of 5 Additional Companies of your Choice)

• • CISCO
  • com, Inc.
  • HubSpot, Inc.
  • Gainsight
  • Freshworks, Inc.
  • Totango
  • Strikedeck,
  • UserIQ
  • Planhat
  • ClientSuccess