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市场调查报告书
商品编码
1670589

全球客户成功平台市场规模研究，按部署类型、组织规模、产业垂直和区域预测 2022-2032

Global Customer Success Platforms Market Size Study, by Deployment Type, Organization Size, Industry Vertical, and Regional Forecasts 2022-2032
出版日期: | 出版商: Bizwit Research & Consulting LLP | 英文 285 Pages | 商品交期: 2-3个工作天内

价格
简介目录

2023 年全球客户成功平台市场价值为 41.5 亿美元，预计在 2024-2032 年预测期内实现 14.64% 的复合年增长率强劲增长。越来越多的组织采用客户成功平台 (CSP) 来改善其参与策略、优化客户生命週期管理并提高客户保留率。随着企业努力获得更深入的客户洞察、即时分析和主动支援机制，这些平台已成为确保长期客户满意度和忠诚度的重要工具。人工智慧 (AI) 和预测分析与 CSP 的整合正在重新定义企业管理客户关係的方式，以实现自动化工作流程、客户流失预测和超个人化体验。

向基于云端的客户参与解决方案的加速转变正在进一步推动市场扩张。随着公司强调数据驱动的决策，CSP 促进了跨多个管道的无缝互动，培养了主动的客户服务方式。对客户成功自动化、自助服务工具和情感分析的不断增长的需求正在推动该领域的持续创新。此外，企业认识到将 CSP 与 CRM、AI 聊天机器人和产品分析工具结合的竞争优势，从而简化营运并提高保留指标。然而，资料隐私问题、整合复杂性以及高实施成本等挑战可能会阻碍市场渗透，尤其是在中小型企业 (SME) 中。

从地区来看，北美在全球市场占据主导地位，这得益于云端技术的广泛采用、数据驱动的决策以及激烈竞争的商业环境。美国率先采用人工智慧客户成功解决方案，并大力投资数位转型计划，在该地区处于领先地位。在欧洲，GDPR 等监管框架正在促使企业优先考虑客户资料保护，同时利用 CSP 实现合规驱动的客户参与。与此同时，亚太地区正经历最快的成长，这得益于电子商务、金融科技和基于 SaaS 的企业等行业的数位转型。印度、中国和日本等国家对客户参与平台的需求正在激增，这主要是由于互联网的快速普及、智慧型手机使用量的增加以及对个人化数位体验的日益重视。

随着客户保留策略成为企业的重中之重，领先的供应商正专注于人工智慧驱动的自动化、进阶分析和全通路参与。产业参与者正在与 CRM 提供者、SaaS 公司和数位体验平台建立策略合作伙伴关係，以扩大他们的服务组合。此外，主要参与者正在探索垂直特定的 CSP 解决方案的机会，以满足医疗保健、金融服务和技术等行业的需求。随着企业努力获得竞争优势并扩大全球影响力，市场也见证了越来越多的併购活动。

本报告包括的主要市场参与者：

  • Salesforce 公司
  • Gainsight 公司
  • Totango 公司
  • ChurnZero 公司
  • Freshworks 公司
  • 客户成功有限责任公司
  • HubSpot 公司
  • 普兰哈特公司
  • UserIQ, Inc.
  • Strikedeck（Medallia, Inc.）
  • 客户量规
  • SmartKarrot 公司
  • Custify 有限公司
  • Armatic 技术公司
  • 秋田有限公司

市场的详细细分和子细分解释如下：

目录

第 1 章：全球客户成功平台市场执行摘要

  • 全球客户成功平台市场规模与预测（2022-2032 年）
  • 区域概况
  • 节段概要
    • {按类型}
    • {按最终使用者}
  • 主要趋势
  • 经济衰退的影响
  • 分析师建议与结论

第 2 章：全球客户成功平台市场定义与研究假设

  • 研究目标
  • 市场定义
  • 研究假设
    • 包容与排斥
    • 限制
    • 供给侧分析
      • 可用性
      • 基础设施
      • 监管环境
      • 市场竞争
      • 经济可行性（消费者的观点）
    • 需求面分析
      • 监理框架
      • 技术进步
      • 环境考虑
      • 消费者认知与接受度
  • 估算方法
  • 研究考虑的年份
  • 货币兑换率

第三章：全球客户成功平台市场动态

  • 市场驱动因素
    • 越来越重视即时分析和主动客户支持
    • 加速采用云端为基础的互动解决方案
    • 人工智慧驱动的自动化与预测分析的集成
  • 市场挑战
    • 资料隐私问题和法规遵循性
    • 跨遗留系统的整合复杂性
  • 市场机会
    • 拓展亚太新兴市场
    • 与 CRM 和 SaaS 供应商建立策略联盟
    • 垂直产业专用 CSP 解决方案需求不断成长

第四章：全球客户成功平台市场产业分析

  • 波特五力模型
    • 供应商的议价能力
    • 买家的议价能力
    • 新进入者的威胁
    • 替代品的威胁
    • 竞争对手
    • 波特五力模型的未来方法
    • 波特五力影响分析
  • PESTEL 分析
    • 政治的
    • 经济
    • 社会的
    • 科技
    • 环境的
    • 合法的
  • 最佳投资机会
  • 最佳获胜策略
  • 颠覆性趋势
  • 产业专家观点
  • 分析师建议与结论

第 5 章：全球客户成功平台市场规模与预测：按类型 - 2022-2032 年

  • 细分仪表板
  • 全球客户成功平台市场：{类型} 收入趋势分析，2022 年和 2032 年（百万美元/十亿美元）

（註：以下部分合併在「按类型」下，以与样本格式保持一致。）

    • 依部署类型
      • 基于云端
      • 本地
    • 按组织规模
      • 中小企业
      • 大型企业
    • 按功能
      • 客户入职和配置
      • 客户保留和参与
      • 客户支援和解决方案
      • 客户成功衡量和报告
      • 产品使用分析
    • 透过最终用户交互
      • 僱员
      • 顾客
      • 合作伙伴的优惠

第 6 章：全球客户成功平台市场规模与预测：按最终用户 - 2022-2032 年

  • 细分仪表板
  • 全球客户成功平台市场：{最终用户} 收入趋势分析，2022 年和 2032 年（百万美元/十亿美元）

（註：为了与样本格式保持一致，以下部分合併在「按最终使用者」下。）

    • 按垂直行业
      • 卫生保健
      • 金融服务
      • 製造业
      • 科技
      • 零售与电子商务

第 7 章：全球客户成功平台市场规模与预测：按地区 - 2022-2032 年

  • 北美洲
    • 我们
    • 加拿大
  • 欧洲
    • 英国
    • 德国
    • 法国
    • 西班牙
    • 义大利
    • 欧洲其他地区
  • 亚太
    • 中国
    • 印度
    • 日本
    • 澳洲
    • 韩国
    • 亚太其他地区
  • 拉丁美洲
    • 巴西
    • 墨西哥
    • 拉丁美洲其他地区
  • 中东和非洲
    • 沙乌地阿拉伯
    • 南非
    • 中东和非洲其他地区

第 8 章：竞争情报

  • 重点公司 SWOT 分析
    • Salesforce, Inc.
    • Gainsight, Inc.
    • Totango, Inc.
  • 顶级市场策略
  • 公司简介
    • Salesforce, Inc.
      • 关键讯息
      • 概述
      • 财务（取决于数据可用性）
      • 产品概述
      • 市场策略
    • Gainsight, Inc.
    • Totango, Inc.
    • ChurnZero, Inc.
    • Freshworks, Inc.
    • ClientSuccess, LLC
    • HubSpot, Inc.
    • Planhat AB
    • UserIQ, Inc.
    • Strikedeck (Medallia, Inc.)
    • CustomerGauge
    • SmartKarrot Inc.
    • Custify SRL
    • Armatic Technologies, Inc.
    • Akita Limited

第九章：研究过程

  • 研究进程
    • 资料探勘
    • 分析
    • 市场评估
    • 验证
    • 出版
  • 研究属性
简介目录

The Global Customer Success Platforms Market, valued at USD 4.15 billion in 2023, is poised for robust growth at a CAGR of 14.64% over the forecast period 2024-2032. Organizations are increasingly adopting customer success platforms (CSPs) to refine their engagement strategies, optimize client lifecycle management, and enhance customer retention. As businesses strive for deeper customer insights, real-time analytics, and proactive support mechanisms, these platforms have become essential tools in ensuring long-term customer satisfaction and loyalty. The integration of artificial intelligence (AI) and predictive analytics into CSPs is redefining how enterprises manage customer relationships, enabling automated workflows, churn prediction, and hyper-personalized experiences.

The accelerated shift toward cloud-based customer engagement solutions is further propelling market expansion. With companies emphasizing data-driven decision-making, CSPs facilitate seamless interactions across multiple channels, fostering a proactive approach to customer service. The rising demand for customer success automation, self-service tools, and sentiment analysis is driving continuous innovation in this space. Additionally, businesses are recognizing the competitive advantage of integrating CSPs with CRM, AI chatbots, and product analytics tools, thereby streamlining operations and improving retention metrics. However, challenges such as data privacy concerns, integration complexities, and the high cost of implementation could hinder market penetration, particularly among small and medium-sized enterprises (SMEs).

Regionally, North America dominates the global market, fueled by the widespread adoption of cloud technology, data-driven decision-making, and a highly competitive business landscape. The United States leads the region with its early adoption of AI-powered customer success solutions and strong investment in digital transformation initiatives. In Europe, regulatory frameworks like GDPR are prompting businesses to prioritize customer data protection while leveraging CSPs for compliance-driven customer engagement. Meanwhile, the Asia-Pacific region is witnessing the fastest growth, driven by digital transformation in industries such as e-commerce, fintech, and SaaS-based enterprises. Countries like India, China, and Japan are experiencing a surge in demand for customer engagement platforms, largely due to rapid internet penetration, increased smartphone usage, and a growing emphasis on personalized digital experiences.

As customer retention strategies become a top priority for enterprises, leading vendors are focusing on AI-driven automation, advanced analytics, and omnichannel engagement. Industry players are forging strategic partnerships with CRM providers, SaaS companies, and digital experience platforms to expand their service portfolios. Additionally, key players are exploring opportunities in vertical-specific CSP solutions, catering to industries such as healthcare, financial services, and technology. The market is also witnessing increased merger and acquisition activity as companies strive to gain a competitive edge and broaden their global footprint.

Major Market Players Included in This Report:

  • Salesforce, Inc.
  • Gainsight, Inc.
  • Totango, Inc.
  • ChurnZero, Inc.
  • Freshworks, Inc.
  • ClientSuccess, LLC
  • HubSpot, Inc.
  • Planhat AB
  • UserIQ, Inc.
  • Strikedeck (Medallia, Inc.)
  • CustomerGauge
  • SmartKarrot Inc.
  • Custify SRL
  • Armatic Technologies, Inc.
  • Akita Limited

The Detailed Segments and Sub-Segments of the Market Are Explained Below:

By Deployment Type:

  • Cloud-Based
  • On-Premises

By Organization Size:

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

By Industry Vertical:

  • Healthcare
  • Financial Services
  • Manufacturing
  • Technology
  • Retail and E-Commerce

By Functionality:

  • Customer Onboarding and Provisioning
  • Customer Retention and Engagement
  • Customer Support and Resolution
  • Customer Success Measurement and Reporting
  • Product Usage Analysis

By End-User Interaction:

  • Employees
  • Customers
  • Partners

By Region:

  • North America
  • U.S.
  • Canada
  • Europe
  • UK
  • Germany
  • France
  • Spain
  • Italy
  • Rest of Europe
  • Asia-Pacific
  • China
  • India
  • Japan
  • Australia
  • South Korea
  • Rest of Asia-Pacific
  • Latin America
  • Brazil
  • Mexico
  • Rest of Latin America
  • Middle East & Africa
  • Saudi Arabia
  • South Africa
  • Rest of Middle East & Africa

Years Considered for the Study:

  • Historical Year - 2022, 2023
  • Base Year - 2023
  • Forecast Period - 2024 to 2032

Key Takeaways:

  • Market estimates & forecasts for 10 years (2022-2032)
  • Annualized revenues and regional-level analysis for each market segment
  • Detailed analysis of geographical landscape with country-level insights
  • Competitive landscape, profiling key players in the market
  • Evaluation of business strategies and future market approaches
  • Examination of the competitive structure of the market
  • Comprehensive demand-side and supply-side analysis

Table of Contents

Chapter 1. Global Customer Success Platforms Market Executive Summary

  • 1.1. Global Customer Success Platforms Market Size & Forecast (2022-2032)
  • 1.2. Regional Summary
  • 1.3. Segmental Summary
    • 1.3.1. {By Type}
    • 1.3.2. {By End User}
  • 1.4. Key Trends
  • 1.5. Recession Impact
  • 1.6. Analyst Recommendation & Conclusion

Chapter 2. Global Customer Success Platforms Market Definition and Research Assumptions

  • 2.1. Research Objective
  • 2.2. Market Definition
  • 2.3. Research Assumptions
    • 2.3.1. Inclusion & Exclusion
    • 2.3.2. Limitations
    • 2.3.3. Supply Side Analysis
      • 2.3.3.1. Availability
      • 2.3.3.2. Infrastructure
      • 2.3.3.3. Regulatory Environment
      • 2.3.3.4. Market Competition
      • 2.3.3.5. Economic Viability (Consumer's Perspective)
    • 2.3.4. Demand Side Analysis
      • 2.3.4.1. Regulatory Frameworks
      • 2.3.4.2. Technological Advancements
      • 2.3.4.3. Environmental Considerations
      • 2.3.4.4. Consumer Awareness & Acceptance
  • 2.4. Estimation Methodology
  • 2.5. Years Considered for the Study
  • 2.6. Currency Conversion Rates

Chapter 3. Global Customer Success Platforms Market Dynamics

  • 3.1. Market Drivers
    • 3.1.1. Growing Emphasis on Real-Time Analytics and Proactive Customer Support
    • 3.1.2. Accelerated Adoption of Cloud-Based Engagement Solutions
    • 3.1.3. Integration of AI-Driven Automation and Predictive Analytics
  • 3.2. Market Challenges
    • 3.2.1. Data Privacy Concerns and Regulatory Compliance
    • 3.2.2. Integration Complexities Across Legacy Systems
  • 3.3. Market Opportunities
    • 3.3.1. Expansion into Emerging Markets in Asia-Pacific
    • 3.3.2. Strategic Alliances with CRM and SaaS Providers
    • 3.3.3. Rising Demand for Vertical-Specific CSP Solutions

Chapter 4. Global Customer Success Platforms Market Industry Analysis

  • 4.1. Porter's 5 Force Model
    • 4.1.1. Bargaining Power of Suppliers
    • 4.1.2. Bargaining Power of Buyers
    • 4.1.3. Threat of New Entrants
    • 4.1.4. Threat of Substitutes
    • 4.1.5. Competitive Rivalry
    • 4.1.6. Futuristic Approach to Porter's 5 Force Model
    • 4.1.7. Porter's 5 Force Impact Analysis
  • 4.2. PESTEL Analysis
    • 4.2.1. Political
    • 4.2.2. Economical
    • 4.2.3. Social
    • 4.2.4. Technological
    • 4.2.5. Environmental
    • 4.2.6. Legal
  • 4.3. Top Investment Opportunity
  • 4.4. Top Winning Strategies
  • 4.5. Disruptive Trends
  • 4.6. Industry Expert Perspective
  • 4.7. Analyst Recommendation & Conclusion

Chapter 5. Global Customer Success Platforms Market Size & Forecasts by Type 2022-2032

  • 5.1. Segment Dashboard
  • 5.2. Global Customer Success Platforms Market: {Type} Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)

(Note: The segments below are consolidated under "By Type" for alignment with the sample format.)

    • 5.2.1. By Deployment Type
      • 5.2.1.1. Cloud-Based
      • 5.2.1.2. On-Premises
    • 5.2.2. By Organization Size
      • 5.2.2.1. Small and Medium-Sized Enterprises
      • 5.2.2.2. Large Enterprises
    • 5.2.3. By Functionality
      • 5.2.3.1. Customer Onboarding and Provisioning
      • 5.2.3.2. Customer Retention and Engagement
      • 5.2.3.3. Customer Support and Resolution
      • 5.2.3.4. Customer Success Measurement and Reporting
      • 5.2.3.5. Product Usage Analysis
    • 5.2.4. By End-User Interaction
      • 5.2.4.1. Employees
      • 5.2.4.2. Customers
      • 5.2.4.3. Partners

Chapter 6. Global Customer Success Platforms Market Size & Forecasts by End User 2022-2032

  • 6.1. Segment Dashboard
  • 6.2. Global Customer Success Platforms Market: {End User} Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)

(Note: The following segments are consolidated under "By End User" for alignment with the sample format.)

    • 6.2.1. By Industry Vertical
      • 6.2.1.1. Healthcare
      • 6.2.1.2. Financial Services
      • 6.2.1.3. Manufacturing
      • 6.2.1.4. Technology
      • 6.2.1.5. Retail and E-Commerce

Chapter 7. Global Customer Success Platforms Market Size & Forecasts by Region 2022-2032

  • 7.1. North America Customer Success Platforms Market
    • 7.1.1. U.S. Customer Success Platforms Market
      • 7.1.1.1. {Type} breakdown size & forecasts, 2022-2032
      • 7.1.1.2. {End User} breakdown size & forecasts, 2022-2032
    • 7.1.2. Canada Customer Success Platforms Market
  • 7.2. Europe Customer Success Platforms Market
    • 7.2.1. U.K. Customer Success Platforms Market
    • 7.2.2. Germany Customer Success Platforms Market
    • 7.2.3. France Customer Success Platforms Market
    • 7.2.4. Spain Customer Success Platforms Market
    • 7.2.5. Italy Customer Success Platforms Market
    • 7.2.6. Rest of Europe Customer Success Platforms Market
  • 7.3. Asia-Pacific Customer Success Platforms Market
    • 7.3.1. China Customer Success Platforms Market
    • 7.3.2. India Customer Success Platforms Market
    • 7.3.3. Japan Customer Success Platforms Market
    • 7.3.4. Australia Customer Success Platforms Market
    • 7.3.5. South Korea Customer Success Platforms Market
    • 7.3.6. Rest of Asia-Pacific Customer Success Platforms Market
  • 7.4. Latin America Customer Success Platforms Market
    • 7.4.1. Brazil Customer Success Platforms Market
    • 7.4.2. Mexico Customer Success Platforms Market
    • 7.4.3. Rest of Latin America Customer Success Platforms Market
  • 7.5. Middle East & Africa Customer Success Platforms Market
    • 7.5.1. Saudi Arabia Customer Success Platforms Market
    • 7.5.2. South Africa Customer Success Platforms Market
    • 7.5.3. Rest of Middle East & Africa Customer Success Platforms Market

Chapter 8. Competitive Intelligence

  • 8.1. Key Company SWOT Analysis
    • 8.1.1. Salesforce, Inc.
    • 8.1.2. Gainsight, Inc.
    • 8.1.3. Totango, Inc.
  • 8.2. Top Market Strategies
  • 8.3. Company Profiles
    • 8.3.1. Salesforce, Inc.
      • 8.3.1.1. Key Information
      • 8.3.1.2. Overview
      • 8.3.1.3. Financial (Subject to Data Availability)
      • 8.3.1.4. Product Summary
      • 8.3.1.5. Market Strategies
    • 8.3.2. Gainsight, Inc.
    • 8.3.3. Totango, Inc.
    • 8.3.4. ChurnZero, Inc.
    • 8.3.5. Freshworks, Inc.
    • 8.3.6. ClientSuccess, LLC
    • 8.3.7. HubSpot, Inc.
    • 8.3.8. Planhat AB
    • 8.3.9. UserIQ, Inc.
    • 8.3.10. Strikedeck (Medallia, Inc.)
    • 8.3.11. CustomerGauge
    • 8.3.12. SmartKarrot Inc.
    • 8.3.13. Custify SRL
    • 8.3.14. Armatic Technologies, Inc.
    • 8.3.15. Akita Limited

Chapter 9. Research Process

  • 9.1. Research Process
    • 9.1.1. Data Mining
    • 9.1.2. Analysis
    • 9.1.3. Market Estimation
    • 9.1.4. Validation
    • 9.1.5. Publishing
  • 9.2. Research Attributes