客户成功平台市场规模（按组件、应用、垂直、区域覆盖和预测）

客户成功平台的全球市场规模与预测

预计 2024 年全球客户成功平台市场价值将达到 179.2 亿美元，到 2031 年将达到 93.5 亿美元，2024 年至 2031 年的复合年增长率为 25.30%。

客户成功平台是一个帮助公司管理和改善客户关係的软体系统。它监控客户联繫，分析产品使用情况，并提供洞察，以保持客户满意度和忠诚度。此类网路通常与 CRM 系统相连，提供消费者健康状况的全面视图。

现在它用于主动管理客户帐户，并在问题升级之前识别潜在问题。它支持客製化的联繫和支持，以提高客户满意度和忠诚度。自动引导、使用情况追踪和回馈收集是优化客户参与的标准功能。

未来，这些平台有望利用强大的人工智慧和机器学习来预测客户需求并实现自动化回应。增强的数据分析能力将助力企业做出更具策略性的决策，并使其能够提供日益个人化的解决方案。与物联网等新技术的融合可以进一步增强此能力。

全球客户成功平台市场动态

影响全球客户成功平台市场的关键市场动态包括：

关键市场驱动因素

更重视客户体验：企业体认到客户体验在提升忠诚度和满意度方面所扮演的关键角色。客户成功平台提供提供卓越客户服务和支援所需的工具和洞察。

对数据主导决策的需求日益增长：企业正在利用数据来更好地了解客户并优化营运。客户成功平台包含强大的分析工具，可实现数据主导的决策并改善客户成果。

订阅经营模式的成长：向订阅经营模式的转变需要强大的客户维繫和扩展策略。客户成功解决方案对于管理客户参与度、提升客户生命週期价值和加速收益成长至关重要。

主要挑战

复杂性和陡峭的学习曲线：客户成功系统可以包含复杂的功能，并且需要大量培训才能有效使用，这对于资源或技术能力有限且采用速度较慢的公司来说可能会有问题。

整合挑战：将客户成功平台与现有的 CRM 系统、服务台和其他企业工具整合可能既耗时又复杂。这些整合问题可能会阻碍客户成功系统的无缝采用和接受度。

成本与投资收益(ROI)：建立和维护客户成功平台的成本很高，如果无法清楚展示有意义的投资报酬率，公司可能难以证明投资的合理性，尤其是在短期内。

主要趋势：

CRM 和其他工具整合：客户成功平台越来越多地与客户关係管理 (CRM) 系统和其他业务工具集成，从而实现资料的无缝流动和对消费者互动、健康和满意度的全面了解。

专注于客户健康指标：除了客户满意度之外，该平台还专注于客户生命週期价值（CLTV）和解约率等客户健康指标，使企业能够识别有风险的客户并主动满足他们的需求。

人工智慧洞察：人工智慧 (AI) 被用于评估客户数据并提供可操作的洞察，包括预测分析、客户细分和个人化提案，使企业能够提供个人化的消费者体验。

目录

第一章 引言

• 市场定义
• 市场区隔
• 调查方法

第二章执行摘要

• 主要发现
• 市场概况
• 市集亮点

第三章 市场概况

• 市场规模和成长潜力
• 市场趋势
• 市场驱动因素
• 市场限制
• 市场机会
• 波特五力分析

第四章：客户成功平台市场（按功能）

• 基本客户成功平台
• 高级客户成功平台

5. 客户成功平台市场（依部署模式）

• 云端基础的客户成功平台
• 本地客户成功平台

6. 客户成功平台市场（按组织）

• 中小企业
• 大公司

第七章区域分析

• 北美洲
• 美国
• 加拿大
• 墨西哥
• 欧洲
• 英国
• 德国
• 法国
• 义大利
• 亚太地区
• 中国
• 日本
• 印度
• 澳洲
• 拉丁美洲
• 巴西
• 阿根廷
• 智利
• 中东和非洲
• 南非
• 沙乌地阿拉伯
• 阿拉伯聯合大公国

第八章市场动态

• 市场驱动因素
• 市场限制
• 市场机会
• COVID-19 市场影响

第九章 竞争态势

• 主要企业
• 市占率分析

第十章：公司简介

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

第十一章 市场展望与机会

• 新兴技术
• 未来市场趋势
• 投资机会

第十二章 附录

• 简称列表
• 来源和参考文献

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