客户成功管理市场报告：2030 年趋势、预测与竞争分析

客户成功管理趋势和预测

全球客户成功管理市场的未来看起来充满希望，医疗保健、零售、BFSI、IT/通讯和政府市场都充满机会。预计到 2030 年，全球客户成功管理市场将达到 36 亿美元，2024 年至 2030 年复合年增长率为 15.8%。该市场的主要驱动力是对个人化客户体验的需求不断增长、基于订阅的经营模式的兴起以及越来越多地使用云端基础的解决方案来增强客户成功管理。

• Lucintel 预测，由于客户维繫的重要性日益增加以及云端基础的运算技术的日益采用，客户体验管理在预测期内仍将是应用程式类别中最大的部分。
• 从地区来看，由于竞争加剧、降低成本的压力以及对追踪客户旅程和减少客户解约率的高级分析解决方案的需求不断增长，北美仍然是预测期内最大的地区，我认为这种情况将持续下去。

客户成功管理市场的策略成长机会

技术进步和不断提高的客户期望正在推动 CSM 在多个应用领域的策略成长机会。识别这些成长机会可以帮助公司製定客户成功策略和成长计划。

• 与 CRM 系统整合：将 CSM 与 CRM 系统整合可全面了解您的客户互动和资料。透过将 CSM 工具与现有 CRM 系统集成，公司可以更有效地追踪客户成功指标。其结果是有效且个人化的支持策略。
• 扩展到新兴市场：将 CSM 解决方案扩展到新兴市场带来了巨大的成长机会。随着这些地区的公司采用数位工具并努力留住客户，对满足当地需求和监管要求的先进 CSM 平台的需求不断增长。
• 开发特定行业的解决方案：开发特定行业的 CSM 解决方案使公司能够应对医疗保健、金融服务和技术等行业的独特挑战和需求。客製化解决方案可以透过提供有针对性的支援和资源来提高客户客户参与和满意度。
• 基于订阅的模式的成长：随着基于订阅的经营模式的兴起，CSM 解决方案必须支援持续的收益管理和客户维繫。在此模式下营运的公司对专注于最大化客户终身价值 (CLV) 和减少客户流失的 CSM 工具有着很高的需求。
• 改进的客户分析：为了推动成长，高阶客户分析可以提供有关客户行为模式和偏好的宝贵见解。透过分析来自不同客户接触点的资料，公司可以製定推动客户成功并改善整体客户体验的策略。

这些策略性成长机会凸显了 CSM 市场可以进一步发展和创新的领域。利用这些机会的公司将处于有利地位，可以加强客户关係并推动业务成长。

客户成功管理市场的驱动因素与挑战

CSM 市场存在多种驱动因素​​和挑战，影响市场的成长和开发。主要驱动因素包括技术进步和不断变化的客户期望，而挑战包括法规遵循和整合复杂性。

推动客户成功管理市场的因素是：

• 技术改进：人工智慧、机器学习和云端运算等技术创新正在推动 CSM 市场。这些进步将增强对客户资料的分析、自动化流程并实现个人化支援。
• 更重视客户维繫：公司越来越重视客户维繫和长期关係。对客户维繫的日益关注正在推动对 CSM 解决方案的需求，这些解决方案可管理客户互动、减少客户流失、提高客户满意度并促进业务成长。
• 基于订阅的经营模式的兴起：随着基于订阅的模式的兴起，经常性收益和客户满意度变得非常重要，需要适当的客户成功策略。支援订阅经营模式的 CSM 工具可以帮助您优化客户终身价值 (CLV) 并减少客户流失。
• 对个人化客户体验的需求：随着时间的推移，对个人化和主动客户支援的需求不断增加。因此，利用资料分析提供针对个人需求的个人化互动的 CSM 解决方案的需求不断增加，从而推动了市场成长。
• 拓展国际市场：拓展国际市场增加了对客户服务管理解决方案的需求，以满足各种客户要求并遵守当地法规。因此，对扩充性且适应性强的 CSM 平台的需求日益增长。

客户成功管理市场面临的挑战是：

• 监理合规性：复杂的资料隐私法规（例如 GDPR 和 CCPA）使 CSM 解决方案难以维持合规性。由于 CSM 的目的是有效的客户支持，因此只有透过强有力的资料保护和遵守法律要求才能实现合规性。
• 与现有系统整合：将 CSM 工具与现有 CRM 和企业系统整合可能会出现问题。维护客户互动和支援的统一视图需要係统之间的无缝连接和资料交换。
• 先进的CSM解决方案成本高：实施先进的CSM解决方案的成本是中小型企业主要关心的问题。在考虑预算限制的同时平衡技术投资是许多企业在提高客户成功率时所面临的挑战。

这些市场驱动因素和挑战正在塑造客户成功管理市场，特别是在技术采用、客户期望和法规遵循方面。有效解决这些因素的公司将能够在这个不断发展的市场中取得成功。

目录

第一章执行摘要

第二章全球客户成功管理市场：市场动态

• 简介、背景、分类
• 供应链
• 产业驱动因素与挑战

第三章 2018-2030年市场趋势及预测分析

• 宏观经济趋势（2018-2023）与预测（2024-2030）
• 全球客户成功管理市场趋势（2018-2023）与预测（2024-2030）
• 全球客户成功管理市场：依部署模式
  • 云
  • 本地
• 全球客户成功管理市场：依组织规模
  • 小型企业
  • 大公司
• 全球客户成功管理市场：依应用分类
  • 销售和行销管理
  • 客户体验管理
  • 风险与合规管理
  • 其他的
• 全球客户成功管理市场：依最终用户分类
  • 卫生保健
  • 零售
  • BFSI
  • 资讯科技和通讯
  • 政府
  • 其他的

第四章 2018-2030年区域市场趋势及预测分析

• 按地区分類的全球客户成功管理市场
• 北美客户成功管理市场
• 欧洲客户成功管理市场
• 亚太地区客户成功管理市场
• 其他地区的客户成功管理市场

第五章 竞争分析

• 产品系列分析
• 业务整合
• 波特五力分析

第六章 成长机会与策略分析

• 成长机会分析
  • 按部署模式分類的全球客户成功管理市场成长机会
  • 按组织规模分類的全球客户成功管理市场成长机会
  • 全球客户成功管理市场成长机会（按应用）
  • 最终用户的全球客户成功管理市场成长机会
  • 按地区分類的全球客户成功管理市场成长机会
• 全球客户成功管理市场新趋势
• 战略分析
  • 新产品开发
  • 扩大全球客户成功管理市场的能力
  • 全球客户成功管理市场的合併、收购和合资企业
  • 认证和许可

第七章主要企业概况

• Gainsight
• Salesforce.com
• UserIQ
• IBM
• Open Text

Customer Success Management Trends and Forecast

The future of the global customer success management market looks promising with opportunities in the healthcare, retail, BFSI, information technology and telecom, and government markets. The global customer success management market is expected to reach an estimated $3.6 billion by 2030 with a CAGR of 15.8% from 2024 to 2030. The major drivers for this market are the increasing demand for personalized customer experiences, the rise of subscription-based business models, and the growing use of cloud-based solutions to enhance client success management.

• Lucintel forecasts that, within the application category, customer experience management will remain the largest segment over the forecast period due to the increasing importance of customer retention and the growing adoption of cloud-based computing technologies.
• In terms of region, North America will remain the largest region over the forecast period due to the increasing competition and pressure to reduce costs, and rising demand for advanced analytical solutions to track customer journeys and lower churn rates in this region.

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Emerging Trends in the Customer Success Management Market

Building on emerging trends, several new ways in which companies are reaching out to their customers have emerged in the field of Customer Success Management. These changes are driven by rapid technological advancements, changing customer expectations, and a growing interest in long-term customer relationships.

• Artificial Intelligence and Machine Learning Integration: The inclusion of AI and machine learning in CSM platforms is expanding the horizons of predictive customer need assessment and automating mundane tasks. With AI-powered tools, the analysis of customer data leads to personalized recommendations for proactive support, thereby improving customer satisfaction and retention. This trend provides companies with an efficient way to scale their customer success efforts.
• Customer Journey Mapping: Companies are increasingly interested in mapping the entire customer journey to better understand pain points and serve customers more effectively. Analyzing the visualization of each touchpoint enables businesses to develop more practical approaches to customer success, optimizing each interaction for a better customer experience. This helps in tailoring services to customer needs and improving overall satisfaction.
• Omnichannel Support: Omnichannel support enables companies to provide frictionless and consistent customer experiences across multiple platforms and touchpoints. Integrating various communication channels within the same CSM system ensures that customers receive coherent and responsive support, regardless of how they interact with the company.
• Proactive Customer Engagement: Engaging proactively with customers is a top priority because, through data-driven insights, companies can anticipate customer needs and address issues before they escalate. This involves implementing systems that flag potential problems and opportunities for customer success teams, so interventions can be timely and personalized.
• Increased Emphasis on CLV: There is a growing emphasis on measuring and maximizing Customer Lifetime Value (CLV) as a key metric for business success. Many companies have invested in tools and strategies that improve CLV through better customer retention, reduced churn, and upsell/cross-sell opportunities.

Technology and data-driven trends are expected to significantly impact customer interactions, potentially driving business growth in the CSM market. Companies that can adapt to these emerging trends in the coming years will likely be better positioned to deliver excellent customer experiences and ensure long-term success.

Recent Developments in the Customer Success Management Market

The latest trends in the CSM market are inclined toward advanced technologies and strategies for improving relationships with customers and driving growth. The key trends involve the integration of new tools and methodologies that improve customer engagement and retention.

• Advanced Analytics and AI Integration: Advanced analytics, along with the integration of AI, will revolutionize the way CSM platforms and customer success strategies work. AI-driven tools deeply observe customer behavior to anticipate their needs and offer support accordingly. This development is set to further enhance the efficiency and effectiveness of customer success teams.
• Cloud-based CSM Solutions: Cloud-based CSM solutions are increasingly adopted due to their scalability and flexibility. These platforms are ideal for companies with varied and growing customer bases, offering real-time data access, system integrations, and accessibility from any location. This development contributes to dynamic and adaptive customer success strategies.
• Streamlined Omnichannel Support: Developments related to omnichannel support have made customer interactions smoother and qualitatively better. Many companies now offer a seamless experience by integrating different channels into one platform, providing support across multiple touchpoints.
• Data Privacy and Compliance Take Center Stage: With the increasing stringency of data privacy laws, CSM solutions are gradually shifting toward becoming compliance-oriented. This shift is reflected in the inclusion of data encryption, restricted access, and adherence to various regulations such as the recent GDPR. These measures help companies retain customer trust while avoiding legal complications.
• Increased Investment in Customer Success Teams: Increased investment in establishing and scaling customer success teams has led to significant improvements in customer engagement and retention. This includes specialized roles, training, and customer-success-enabling tools. The emergence of this trend signals a focused attention toward customer success.

The above developments are key drivers shaping the CSM market, enhancing customer interactions and support strategies. Leveraging these trends as strategic advantages will help your company meet the needs of target customers and drive business success.

Strategic Growth Opportunities for Customer Success Management Market

The development of technologies and the rise in customer expectations are driving strategic growth opportunities for CSM in several application areas. Identifying these opportunities can help organizations plan better for their customer success strategy and growth.

• Integration with CRM Systems: The integration of CSM with CRM systems provides a comprehensive understanding of customer interactions and data. Integrating CSM tools with existing CRM systems enables companies to track customer success metrics more effectively. This, in turn, helps in devising effective and personalized support strategies.
• Expansion into Emerging Markets: Expanding CSM solutions into emerging markets offers significant growth opportunities. As companies in these regions adopt digital tools and work to retain customers, there is an increasing demand for advanced CSM platforms that meet local needs and regulatory requirements.
• Development of Industry-Specific Solutions: Developing industry-specific CSM solutions allows organizations to address the unique challenges and needs in sectors such as healthcare, financial services, and technology. Tailored solutions have the potential to improve customer engagement and satisfaction by providing targeted support and resources.
• Growth of Subscription-Based Models: With the rise of subscription-based business models, CSM solutions must support recurring revenue management and customer retention. CSM tools focused on maximizing Customer Lifetime Value (CLV) and reducing churn will be in high demand for businesses operating under this model.
• Improved Customer Analytics: To drive growth, advanced customer analytics can provide valuable insights into customer behavioral patterns and preferences. By analyzing data from various customer touchpoints, companies can create strategies that foster customer success and enhance the overall customer experience.

These strategic growth opportunities highlight areas where the CSM market can further develop and innovate. Companies that leverage these opportunities will be better positioned to strengthen customer relationships and drive business growth.

Customer Success Management Market Driver and Challenges

Several drivers and challenges are influencing the CSM market, impacting its growth and development. Key drivers include technological advancements and changing customer expectations, while challenges pertain to conformance with regulations and complexities in integration.

The factors driving the customer success management market include:

• Better Technology: Innovations in technology, such as AI, machine learning, and cloud computing, are driving the CSM market. These advancements enhance the analysis of customer data, automate processes, and enable personalized support, which in turn improves customer success strategies.
• Increasing Focus on Customer Retention: Organizations are placing more emphasis on customer retention and long-term relationships. This increased focus on customer retention drives the demand for CSM solutions, which help manage customer interactions and improve customer satisfaction by reducing churn, contributing to business growth.
• Increased Subscription-Based Business Models: The rise in subscription-based models has led to a need for proper customer success strategies, as recurring revenue and customer satisfaction depend on them. CSM tools that support subscription-based business models help optimize customer lifetime value (CLV) and reduce churn.
• Demand for Personalized Customer Experience: Over time, there has been a growing demand for personalized and proactive customer support. As a result, CSM solutions that use data analytics to provide personalized interactions tailored to individual needs are in high demand, driving market growth.
• Expanding into International Markets: The expansion into international markets increases the demand for customer service management solutions to meet various customer requirements and comply with local regulations. This creates a need for scalable and adaptable CSM platforms.

Challenges in the customer success management market include:

• Regulatory Compliance: Complex data privacy regulations, such as GDPR and CCPA, make it challenging for CSM solutions to maintain compliance. Since the goal of CSM is effective customer support, compliance can only be achieved through strong data protection and adherence to legal requirements.
• Integration with Existing Systems: Integrating CSM tools with existing CRM and enterprise systems can be problematic. Seamless connectivity and data exchange among systems are required to maintain an integrated view of customer interactions and support.
• High Costs of Advanced CSM Solutions: The implementation costs of advanced CSM solutions are a significant concern for smaller organizations. Balancing investment in technology while considering budget constraints is a challenge many businesses face when improving customer success.

These drivers and challenges are shaping the customer success management market, particularly in terms of technology adoption, customer expectations, and regulatory compliance. Companies that effectively address these factors will be well-positioned to succeed in this evolving market.

List of Customer Success Management Companies

Companies in the market compete on the basis of product quality offered. Major players in this market focus on expanding their manufacturing facilities, R&D investments, infrastructural development, and leverage integration opportunities across the value chain. With these strategies customer success management companies cater increasing demand, ensure competitive effectiveness, develop innovative products & technologies, reduce production costs, and expand their customer base. Some of the customer success management companies profiled in this report include-

• Gainsight
• Salesforce.com
• UserIQ
• IBM
• Open Text

Customer Success Management by Segment

The study includes a forecast for the global customer success management by deployment mode, size of organization, application, end use, and region.

Customer Success Management Market by Deployment Mode [Analysis by Value from 2018 to 2030]:

• Cloud
• On premises

Customer Success Management Market by Size of Organization [Analysis by Value from 2018 to 2030]:

• Small and Medium Enterprise
• Large enterprise

Customer Success Management Market by Application [Analysis by Value from 2018 to 2030]:

• Sales and Marketing Management
• Customer Experience Management
• Risk and Compliance Management
• Others

Customer Success Management Market by End Use [Analysis by Value from 2018 to 2030]:

• Healthcare
• Retail
• BFSI
• Information Technology and Telecom
• Government
• Others

Customer Success Management Market by Region [Analysis by Value from 2018 to 2030]:

• North America
• Europe
• Asia Pacific
• The Rest of the World

Country Wise Outlook for the Customer Success Management Market

The rapid evolution of the CSM market in terms of technology, the changing customer expectations, and an increasing focus on long-term customer relationships have challenged companies in key markets to consider innovative strategies and tools that enhance customer experience and drive business growth. These trends reflect a global shift toward more proactive and personalized ways of engaging with customers.

• United States: The U.S. is making significant strides toward the inclusion of advanced analytics and artificial intelligence in the booming CSM market. With AI, companies can predict customer behaviors and provide personalized support accordingly. The automation of tools and customer-centric platforms boosts efficiency and satisfaction levels, while greater emphasis is placed on measuring and improving Customer Lifetime Value.
• China: The CSM market is gaining momentum in China as firms increasingly recognize that retaining customers is the key to success in these competitive times. Recent developments include the integration of localized CRM systems and customer support tools tailored to the Chinese market. Companies are embracing digital transformation and using big data to understand the behaviors and preferences of their customers. Seamless omnichannel experiences are critical to developing continuous customer satisfaction and loyalty.
• Germany: The CSM market in Germany shows strong trends toward data privacy and compliance. Companies are integrating CSM solutions that strictly adhere to stringent GDPR while offering broad customer insights. For customer success, the market has also seen an increased adoption of platforms that integrate with existing enterprise systems, providing a unified view of customer interactions and proactive management.
• India: According to IDC, India's CSM market is growing rapidly due to increasing business digitalization and the expansion of the service industry. Businesses in India are investing in scalable and flexible cloud-based CSM tools. Attention is also being given to developing customer success strategies for the fast-growing and diverse customer base. The rise of startups and technology companies is spurring innovation in new CSM technologies and their adoption.
• Japan: The CSM market in Japan is still in its early stages, with a focus on integrating advanced technologies and improving customer experience. Companies are using advanced analytics and AI-powered solutions to develop sophisticated systems that enhance their ability to provide exceptional customer support through predictive customer needs. There is also a trend toward personalization, with businesses tailoring customer success programs to better meet the specific preferences of Japanese consumers.

Features of the Global Customer Success Management Market

Market Size Estimates: Customer success management market size estimation in terms of value ($B).

Trend and Forecast Analysis: Market trends (2018 to 2023) and forecast (2024 to 2030) by various segments and regions.

Segmentation Analysis: Customer success management market size by various segments, such as by deployment mode, size of organization, application, end use, and region in terms of value ($B).

Regional Analysis: Customer success management market breakdown by North America, Europe, Asia Pacific, and Rest of the World.

Growth Opportunities: Analysis of growth opportunities in different deployment mode, size of organization, application, end use, and regions for the customer success management market.

Strategic Analysis: This includes M&A, new product development, and competitive landscape of the customer success management market.

Analysis of competitive intensity of the industry based on Porter's Five Forces model.

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This report answers following 11 key questions:

• Q.1. What are some of the most promising, high-growth opportunities for the customer success management market by deployment mode (cloud and on premises), size of organization (small and medium enterprise and large enterprise), application (sales and marketing management, customer experience management, risk and compliance management, and others), end use (healthcare, retail, BFSI, information technology and telecom, government, and others), and region (North America, Europe, Asia Pacific, and the Rest of the World)?
• Q.2. Which segments will grow at a faster pace and why?
• Q.3. Which region will grow at a faster pace and why?
• Q.4. What are the key factors affecting market dynamics? What are the key challenges and business risks in this market?
• Q.5. What are the business risks and competitive threats in this market?
• Q.6. What are the emerging trends in this market and the reasons behind them?
• Q.7. What are some of the changing demands of customers in the market?
• Q.8. What are the new developments in the market? Which companies are leading these developments?
• Q.9. Who are the major players in this market? What strategic initiatives are key players pursuing for business growth?
• Q.10. What are some of the competing products in this market and how big of a threat do they pose for loss of market share by material or product substitution?
• Q.11. What M&A activity has occurred in the last 5 years and what has its impact been on the industry?

Table of Contents

1. Executive Summary

2. Global Customer Success Management Market : Market Dynamics

• 2.1: Introduction, Background, and Classifications
• 2.2: Supply Chain
• 2.3: Industry Drivers and Challenges

3. Market Trends and Forecast Analysis from 2018 to 2030

• 3.1. Macroeconomic Trends (2018-2023) and Forecast (2024-2030)
• 3.2. Global Customer Success Management Market Trends (2018-2023) and Forecast (2024-2030)
• 3.3: Global Customer Success Management Market by Deployment Mode
  • 3.3.1: Cloud
  • 3.3.2: On premises
• 3.4: Global Customer Success Management Market by Size of Organization
  • 3.4.1: Small and Medium Enterprise
  • 3.4.2: Large enterprise
• 3.5: Global Customer Success Management Market by Application
  • 3.5.1: Sales and Marketing Management
  • 3.5.2: Customer Experience Management
  • 3.5.3: Risk and Compliance Management
  • 3.5.4: Others
• 3.6: Global Customer Success Management Market by End Use
  • 3.6.1: Healthcare
  • 3.6.2: Retail
  • 3.6.3: BFSI
  • 3.6.4: Information Technology and Telecom
  • 3.6.5: Government
  • 3.6.6: Others

4. Market Trends and Forecast Analysis by Region from 2018 to 2030

• 4.1: Global Customer Success Management Market by Region
• 4.2: North American Customer Success Management Market
  • 4.2.1: North American Market by Application: Sales and Marketing Management, Customer Experience Management, Risk and Compliance Management, and Others
  • 4.2.2: North American Market by End Use: Healthcare, Retail, BFSI, Information Technology and Telecom, Government, and Others
• 4.3: European Customer Success Management Market
  • 4.3.1: European Market by Application: Sales and Marketing Management, Customer Experience Management, Risk and Compliance Management, and Others
  • 4.3.2: European Market by End Use: Healthcare, Retail, BFSI, Information Technology and Telecom, Government, and Others
• 4.4: APAC Customer Success Management Market
  • 4.4.1: APAC Market by Application: Sales and Marketing Management, Customer Experience Management, Risk and Compliance Management, and Others
  • 4.4.2: APAC Market by End Use: Healthcare, Retail, BFSI, Information Technology and Telecom, Government, and Others
• 4.5: ROW Customer Success Management Market
  • 4.5.1: ROW Market by Application: Sales and Marketing Management, Customer Experience Management, Risk and Compliance Management, and Others
  • 4.5.2: ROW Market by End Use: Healthcare, Retail, BFSI, Information Technology and Telecom, Government, and Others

5. Competitor Analysis

• 5.1: Product Portfolio Analysis
• 5.2: Operational Integration
• 5.3: Porter's Five Forces Analysis

6. Growth Opportunities and Strategic Analysis

• 6.1: Growth Opportunity Analysis
  • 6.1.1: Growth Opportunities for the Global Customer Success Management Market by Deployment Mode
  • 6.1.2: Growth Opportunities for the Global Customer Success Management Market by Size of Organization
  • 6.1.3: Growth Opportunities for the Global Customer Success Management Market by Application
  • 6.1.4: Growth Opportunities for the Global Customer Success Management Market by End Use
  • 6.1.5: Growth Opportunities for the Global Customer Success Management Market by Region
• 6.2: Emerging Trends in the Global Customer Success Management Market
• 6.3: Strategic Analysis
  • 6.3.1: New Product Development
  • 6.3.2: Capacity Expansion of the Global Customer Success Management Market
  • 6.3.3: Mergers, Acquisitions, and Joint Ventures in the Global Customer Success Management Market
  • 6.3.4: Certification and Licensing

7. Company Profiles of Leading Players

• 7.1: Gainsight
• 7.2: Salesforce.com
• 7.3: UserIQ
• 7.4: IBM
• 7.5: Open Text