客戶成功平台市場規模（按組件、應用、垂直、區域覆蓋和預測）

客戶成功平台的全球市場規模與預測

預計 2024 年全球客戶成功平台市場價值將達到 179.2 億美元，到 2031 年將達到 93.5 億美元，2024 年至 2031 年的複合年成長率為 25.30%。

客戶成功平台是一個幫助公司管理和改善客戶關係的軟體系統。它監控客戶聯繫，分析產品使用情況，並提供洞察，以保持客戶滿意度和忠誠度。此類網路通常與 CRM 系統相連，提供消費者健康狀況的全面視圖。

現在它用於主動管理客戶帳戶，並在問題升級之前識別潛在問題。它支持客製化的聯繫和支持，以提高客戶滿意度和忠誠度。自動引導、使用情況追蹤和回饋收集是最佳化客戶參與的標準功能。

未來，這些平台有望利用強大的人工智慧和機器學習來預測客戶需求並實現自動化回應。增強的數據分析能力將助力企業做出更具策略性的決策，並使其能夠提供日益個人化的解決方案。與物聯網等新技術的融合可以進一步增強此能力。

全球客戶成功平台市場動態

影響全球客戶成功平台市場的關鍵市場動態包括：

關鍵市場促進因素

更重視客戶體驗：企業體認到客戶體驗在提升忠誠度和滿意度方面所扮演的關鍵角色。客戶成功平台提供提供卓越客戶服務和支援所需的工具和洞察。

對數據主導決策的需求日益成長：企業正在利用數據來更好地了解客戶並最佳化營運。客戶成功平台包含強大的分析工具，可實現數據主導的決策並改善客戶成果。

訂閱經營模式的成長：向訂閱經營模式的轉變需要強大的客戶維繫和擴展策略。客戶成功解決方案對於管理客戶參與度、提升客戶生命週期價值和加速收益成長至關重要。

主要挑戰

複雜性和陡峭的學習曲線：客戶成功系統可以包含複雜的功能，並且需要大量培訓才能有效使用，這對於資源或技術能力有限且採用速度較慢的公司來說可能會有問題。

整合挑戰：將客戶成功平台與現有的 CRM 系統、服務台和其他企業工具整合可能既耗時又複雜。這些整合問題可能會阻礙客戶成功系統的無縫採用和接受度。

成本與投資收益(ROI)：建立和維護客戶成功平台的成本很高，如果無法清楚展示有意義的投資報酬率，公司可能難以證明投資的合理性，尤其是在短期內。

主要趨勢：

CRM 和其他工具整合：客戶成功平台擴大與客戶關係管理 (CRM) 系統和其他業務工具整合，從而實現資料的無縫流動和對消費者互動、健康和滿意度的全面了解。

專注於客戶健康指標：除了客戶滿意度之外，該平台還專注於客戶生命週期價值（CLTV）和解約率等客戶健康指標，使企業能夠識別有風險的客戶並主動滿足他們的需求。

人工智慧洞察：人工智慧 (AI) 被用於評估客戶數據並提供可操作的洞察，包括預測分析、客戶細分和個人化提案，使企業能夠提供個人化的消費者體驗。

目錄

第1章 引言

• 市場定義
• 市場區隔
• 調查方法

第2章執行摘要

• 主要發現
• 市場概況
• 市場亮點

第3章 市場概況

• 市場規模和成長潛力
• 市場趨勢
• 市場促進因素
• 市場限制
• 市場機遇
• 波特五力分析

第4章：客戶成功平台市場（按功能）

• 基本客戶成功平台
• 高級客戶成功平台

5. 客戶成功平台市場（依部署模式）

• 雲端基礎的客戶成功平台
• 本地客戶成功平台

6. 客戶成功平台市場（按組織）

• 中小企業
• 主要企業

第7章區域分析

• 北美洲
• 美國
• 加拿大
• 墨西哥
• 歐洲
• 英國
• 德國
• 法國
• 義大利
• 亞太地區
• 中國
• 日本
• 印度
• 澳洲
• 拉丁美洲
• 巴西
• 阿根廷
• 智利
• 中東和非洲
• 南非
• 沙烏地阿拉伯
• 阿拉伯聯合大公國

第8章市場動態

• 市場促進因素
• 市場限制
• 市場機遇
• COVID-19 市場影響

第9章 競爭態勢

• 主要企業
• 市佔率分析

第10章：公司簡介

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

第11章 市場展望與機遇

• 新興技術
• 未來市場趨勢
• 投資機會

第12章 附錄

• 簡稱列表
• 來源和參考文獻

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