Customer Success Platforms: Introduction

  • Customer success platforms typically refer to software or solutions that enable companies, enterprises, or industries to manage and improve customer experience, customer success, product experience, revenue optimization, and customer data across all touchpoints and channels, in order to enhance business productivity in real-time.
  • It is a software used for fostering and monitoring customer relationships and alerting customer success to potential opportunities. Customer success platforms are used by enterprises to integrate with customer relationship management systems, to manage, retain, and expand their existing customer base. 
customer success platforms market size and forecast

Global Customer Success Platforms Market: Dynamics

Global Customer Success Platforms Market: Key Drivers

  • Surge in demand for customer success platforms among small & medium, and large enterprises to enhance the customer experience is a key factor likely to accelerate the customer success platforms market in the next few years.
  • Growing need for customer success platforms for decreasing the customer churn rate is projected to boost the growth of the customer success platforms market across the globe.
  • Increasing customer lifetime value (CLV) across developed and developing countries is expected to drive the market.
  • Rising adoption of cloud-based customer success platforms to improve the predictive accuracy of customer success is expected to boost the growth of the market.
  • Currently, increase in adoption of artificial intelligence and machine learning enabled customer success platforms for predicting and analyzing customer behavior is expected to create growth opportunity for the market.

Global Customer Success Platforms Market: Restraints

  • Difficulty in synchronizing customer experience data collected from different touchpoints within different domains are major factors expected to obstruct the growth of the global customer success platforms market in the next few years.

Impact of COVID-19 on the Global Customer Success Platforms Market

The COVID-19 outbreak has been a major challenge for the post-pandemic business environment. Governments of different countries across the world have imposed lockdowns to curb the spread of the disease. Hence, the pandemic outbreak has affected customer behavior and sustainability of markets. Global lock-downs have put severe pressure on supply chains of products, causing product shortages. This in turn has raised the demand for customer success platforms extensively across both developed and developing countries during the pandemic outbreak to enhance customer management capabilities.  Customer success platforms have been broadly adopted during the COVID-19 outbreak to manage voluminous customer data and meeting customer expectations. The customer success platforms market is expected to see huge demand due to rise in need for unified customer view during the COVID-19 outbreak. This in turn is expected to enhance the growth of the customer success platforms market during the COVID-19 outbreak.

North America to Hold Major Share of the Global Customer Success Platforms Market

  • In terms of region, the global customer success platforms market can be divided into North America, Europe, Asia Pacific, Middle East & Africa, and South America
  • North America dominated the global customer success platforms market in 2020. The U.S. is the key market in the region for the adoption of customer success platforms, due to growing adoption of cloud computing in predicting customer success, across the country. Additionally, presence of well-established players who offer customer success platforms is expected to boost the market in the North America region.
  • The customer success platforms market in Asia Pacific is projected to expand at a rapid pace during the forecast period. This can be attributed to increasing adoption of customer success platforms among enterprises across China, Japan, Singapore, Australia, and India, due to growing awareness about enhancing the customer experience.
customer success platforms market region analysis

Global Customer Success Platforms Market: Competition Landscape

Several local, regional, and global players are active in the customer success platforms market with a strong presence. Hence, the market is fragmented in nature. Rapid technological advancements have created significant opportunities in the global customer success platforms market. Providers are increasingly focusing on collaborations, mergers, and acquisition activities with technology partners to develop innovative and advanced solutions in order to improve their offerings and market reach.

Key Players Operating in the Global Customer Success Platforms Market Include:

  • Bolstra, LLC
  • ChurnZero, Inc.
  • Cisco Systems, Inc.
  • ClientSuccess, Inc.
  • Freshworks Inc.
  • Gainsight, Inc.
  • HubSpot, Inc.
  • Intercom
  • Planhat
  •, Inc.
  • SmartKarrot Inc.
  • Strikedeck, Inc.
  • Totango Ltd.
  • UserIQ, Inc.
  • WalkMe Ltd.
  • Wootric, Inc.
  • ZoomInfo Technologies Inc.
customer success platforms market size by competition landscape

Global Customer Success Platforms Market: Research Scope

Global Customer Success Platforms Market, by Component

  • Software/Platform
  • Services
    • Managed Services
    • Professional Services
      • Support and Maintenance
      • Implementation and System Integration
      • Consulting

Global Customer Success Platforms Market, by Enterprise Size

  • Small & Medium Enterprise
  • Large Enterprise

Global Customer Success Platforms Market, by Deployment

  • Cloud
  • On-premise

Global Customer Success Platforms Market, by Application

  • Sales and Marketing Optimization
  • Reporting and Analytics
  • Customer Segmentation
  • Risk and Compliance Management
  • Customer Service
  • Customer Onboarding
  • Others (revenue management, customer engagement, workflow management, and project administration)

Global Customer Success Platforms Market, by Industry

  • BFSI
  • Government
  • Healthcare
  • Manufacturing
  • Logistics
  • Transportation
  • Retail & E-commerce
  • IT & Telecommunications
  • Others (Education, Energy and Utilities)

Global Customer Success Platforms Market, by Region

  • North America
    • U.S.
    • Canada
    • Rest of North America
  • Europe
    • Germany
    • France
    • U.K.
    • Italy
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Rest of Asia Pacific
  • Middle East & Africa
    • GCC
    • South Africa
    • Rest of Middle East & Africa
  • South America
    • Brazil
    • Rest of South America

This intelligence report by TMR is the outcome of intense study and rigorous assessment of various dynamics shaping the growth of the market. TMR nurtures a close-knit team of analysts, strategists, and industry experts who offer clients tools, methodologies, and frameworks to make smarter decisions. Our objective, insights, and actionable analytics provide CXOs and executives to advance their mission-critical priorities with confidence.

The scrutiny of the various forces impacting the dynamics of the market, and key and associated industries, guides enterprises in understanding various consumer propositions. Our clients leverage these insights and perspectives to enhance customer experience in the fast-paced business environment.

All our insights and perspectives are broadly based on 4 Pillars or Stages: ASBC-S, which offer an elaborate and customizable framework for the success of an organization. The essence and the roles of these in organizational successes are highlighted below:

  • Agenda for CXOs: TMR, through the study, sets the tone for agendas that are pertinent to CEOs, CFOs, CIOs, and other CXO executives of businesses operating in the market. The perspectives help our clients to bridge the gap between agenda and action plan. TMR strives to offer guidance to CXOs to undertake mission-critical activities empowered by various business analysis tools, and boost the performance of the organizations. The perspectives guide you to decide on your own marketing mix that align well with the policies, visions, and mission.
  • Strategic Frameworks: The study offers how organizations are setting both short-term and long-term strategic plans. Our team of experts collaborate and communicate with you to understand these to make your organizations sustainable and resilient during tough times. The insights help them decide sustainable competitive advantage for each business units.
  • Benchmarking for Deciding Target Markets and Brand Positioning: The assessments in the study provides a scrutiny of marketing channels and marketing mix. Our various teams work synergistically with you to help identify your actual and potential direct, indirect, and budget competition areas. Additionally, the study helps you decide most effective budgets for various processes and promotional activities. Furthermore, the study guides you to set benchmarks for integrating people and processes with the 4Ps of marketing. Eventually, this will empower you to find out unique propositioning strategies and niches.
  • Business Composability for Sustainability (C-S): Constant strategy planning for sustainability characterizing our C-S framework in the report has become more relevant than before in the face of disruptions caused by pandemics, recessions, boom and bust cycles, and changing geopolitical scenario. The TMR study offers a high level of customization to help you achieve business composability. Composable enterprises are increasingly gaining the attention of CXOs in order to help them combat market volatility. Our analysts and industry experts help you wade through such uncertainties and guide you to become a smart sustainable business in entirety.

The study presents scrutiny of region-specific consumer and technology trends, including the most recent industry dynamics. These broadly cover but not limited to

  • North America, South America, and the Americas
  • Asia Pacific and Japan
  • Europe
  • Latin America
  • Middle East and Africa

The study offers data-driven insights and guidance of several aspects. Some of the more notable questions are:

  • What are the major recent trends that can influence the product life cycle and the RoI?
  • Which regulatory trends shape corporate-level, business-level, and functional-level strategies?
  • Which micromarketing initiatives of leading players will bring in investments?
  • What can be the best framework and tools for PESTLE analysis?
  • Which regions will witness rise in new opportunities?
  • Which are the game-changing technologies being used to capture new revenue streams in the near future?
  • Which operational and tactical frameworks are being adopted by various players in gaining customer loyalty?
  • What is the current and expected intensity of competition the market in the near future?

Disclaimer: This market research study is an ongoing effort and extreme care has been taken to maintain the highest levels of accuracy at all stages. However, in the light of the rapidly evolving business dynamics, some region-specific or other segment-specific changes may take time to be part of the study.

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Customer Success Platforms Market