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市場調查報告書
商品編碼
1670589

全球客戶成功平台市場規模研究，按部署類型、組織規模、產業垂直和區域預測 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個工作天內

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簡介目錄

2023 年全球客戶成功平台市場價值為 41.5 億美元，預計在 2024-2032 年預測期內實現 14.64% 的複合年成長率強勁成長。越來越多的組織採用客戶成功平台 (CSP) 來改善其參與策略、最佳化客戶生命週期管理並提高客戶保留率。隨著企業努力獲得更深入的客戶洞察、即時分析和主動支援機制，這些平台已成為確保長期客戶滿意度和忠誠度的重要工具。人工智慧 (AI) 和預測分析與 CSP 的整合正在重新定義企業管理客戶關係的方式，以實現自動化工作流程、客戶流失預測和超個人化體驗。

向基於雲端的客戶參與解決方案的加速轉變正在進一步推動市場擴張。隨著公司強調數據驅動的決策，CSP 促進了跨多個管道的無縫互動，培養了主動的客戶服務方式。對客戶成功自動化、自助服務工具和情感分析的不斷成長的需求正在推動該領域的持續創新。此外，企業認知到將 CSP 與 CRM、AI 聊天機器人和產品分析工具結合的競爭優勢，從而簡化營運並提高保留指標。然而，資料隱私問題、整合複雜性以及高實施成本等挑戰可能會阻礙市場滲透，尤其是在中小型企業 (SME) 中。

從地區來看，北美在全球市場佔據主導地位，這得益於雲端技術的廣泛採用、數據驅動的決策以及激烈競爭的商業環境。美國率先採用人工智慧客戶成功解決方案，並大力投資數位轉型計劃，在該地區處於領先地位。在歐洲，GDPR 等監管框架正在促使企業優先考慮客戶資料保護，同時利用 CSP 實現合規驅動的客戶參與。與此同時，亞太地區正經歷最快的成長，這得益於電子商務、金融科技和基於 SaaS 的企業等行業的數位轉型。印度、中國和日本等國家對客戶參與平台的需求正在激增，這主要是由於網際網路的快速普及、智慧型手機使用量的增加以及對個人化數位體驗的日益重視。

隨著客戶保留策略成為企業的重中之重，領先的供應商正專注於人工智慧驅動的自動化、進階分析和全通路參與。產業參與者正在與 CRM 提供者、SaaS 公司和數位體驗平台建立策略合作夥伴關係，以擴大他們的服務組合。此外，主要參與者正在探索垂直特定的 CSP 解決方案的機會，以滿足醫療保健、金融服務和技術等行業的需求。隨著企業努力獲得競爭優勢並擴大全球影響力，市場也見證了越來越多的併購活動。

本報告包括的主要市場參與者：

  • Salesforce 公司
  • Gainsight 公司
  • Totango 公司
  • ChurnZero 公司
  • Freshworks 公司
  • 客戶成功有限責任公司
  • HubSpot 公司
  • 普蘭哈特公司
  • UserIQ, Inc.
  • Strikedeck（Medallia, Inc.）
  • 客戶量規
  • SmartKarrot 公司
  • Custify 有限公司
  • Armatic 技術公司
  • 秋田有限公司

市場的詳細細分和子細分解釋如下：

目錄

第 1 章：全球客戶成功平台市場執行摘要

  • 全球客戶成功平台市場規模與預測（2022-2032 年）
  • 區域概況
  • 節段概要
    • {按類型}
    • {按最終使用者}
  • 主要趨勢
  • 經濟衰退的影響
  • 分析師建議與結論

第 2 章：全球客戶成功平台市場定義與研究假設

  • 研究目標
  • 市場定義
  • 研究假設
    • 包容與排斥
    • 限制
    • 供給側分析
      • 可用性
      • 基礎設施
      • 監管環境
      • 市場競爭
      • 經濟可行性（消費者的觀點）
    • 需求面分析
      • 監理框架
      • 技術進步
      • 環境考慮
      • 消費者認知與接受度
  • 估算方法
  • 研究涵蓋的年份
  • 貨幣兌換率

第3章：全球客戶成功平台市場動態

  • 市場促進因素
    • 越來越重視即時分析和主動客戶支持
    • 加速採用雲端為基礎的互動解決方案
    • 人工智慧驅動的自動化與預測分析的整合
  • 市場挑戰
    • 資料隱私問題和法規遵循性
    • 跨遺留系統的整合複雜性
  • 市場機會
    • 拓展亞太新興市場
    • 與 CRM 和 SaaS 供應商建立策略聯盟
    • 垂直產業專用 CSP 解決方案需求不斷成長

第4章：全球客戶成功平台市場產業分析

  • 波特五力模型
    • 供應商的議價能力
    • 買家的議價能力
    • 新進入者的威脅
    • 替代品的威脅
    • 競爭對手
    • 波特五力模型的未來方法
    • 波特五力影響分析
  • PESTEL 分析
    • 政治的
    • 經濟
    • 社會的
    • 科技
    • 環境的
    • 合法的
  • 最佳投資機會
  • 最佳獲勝策略
  • 顛覆性趨勢
  • 產業專家觀點
  • 分析師建議與結論

第 5 章：全球客戶成功平台市場規模與預測：按類型 - 2022-2032 年

  • 細分儀表板
  • 全球客戶成功平台市場：{類型} 收入趨勢分析，2022 年和 2032 年（百萬美元/十億美元）

（註：以下部分合併在「按類型」下，以與樣本格式保持一致。）

    • 依部署類型
      • 基於雲端
      • 本地
    • 按組織規模
      • 中小企業
      • 大型企業
    • 按功能
      • 客戶入職和配置
      • 客戶保留和參與
      • 客戶支援和解決方案
      • 客戶成功衡量和報告
      • 產品使用分析
    • 透過最終用戶交互
      • 僱員
      • 顧客
      • 合作夥伴的優惠

第 6 章：全球客戶成功平台市場規模與預測：按最終用戶 - 2022-2032 年

  • 細分儀表板
  • 全球客戶成功平台市場：{最終用戶} 收入趨勢分析，2022 年和 2032 年（百萬美元/十億美元）

（註：為了與樣本格式保持一致，以下部分合併在「按最終使用者」下。）

    • 按垂直行業
      • 衛生保健
      • 金融服務
      • 製造業
      • 科技
      • 零售與電子商務

第 7 章：全球客戶成功平台市場規模與預測：按地區 - 2022-2032 年

  • 北美洲
    • 美國
    • 加拿大
  • 歐洲
    • 英國
    • 德國
    • 法國
    • 西班牙
    • 義大利
    • 歐洲其他地區
  • 亞太
    • 中國
    • 印度
    • 日本
    • 澳洲
    • 韓國
    • 亞太其他地區
  • 拉丁美洲
    • 巴西
    • 墨西哥
    • 拉丁美洲其他地區
  • 中東和非洲
    • 沙烏地阿拉伯
    • 南非
    • 中東和非洲其他地區

第 8 章：競爭情報

  • 重點公司 SWOT 分析
    • Salesforce, Inc.
    • Gainsight, Inc.
    • Totango, Inc.
  • 頂級市場策略
  • 公司簡介
    • Salesforce, Inc.
      • 關鍵訊息
      • 概述
      • 財務（取決於數據可用性）
      • 產品概述
      • 市場策略
    • 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9章：研究過程

  • 研究進程
    • 資料探勘
    • 分析
    • 市場評估
    • 驗證
    • 出版
  • 研究屬性
簡介目錄

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