What Factors Propelled The Growth Of The Customer Success Platforms Market In The Past?
The customer success platforms market has seen considerable growth due to a variety of factors.
• The market size for customer success platforms has seen a robust expansion in the past years. Its projected growth is from $2.45 billion in 2024 to $2.93 billion in 2025, indicating a compound annual growth rate (CAGR) of 19.7%. Factors such as business expansion and growth, interdepartmental collaboration, implementation across varied sectors, and an emphasis on customer lifetime value (CLV) have contributed to the growth during the historic period.
What Is the Forecasted Market Size and Growth Rate for The Customer Success Platforms Market?
The Customer Success Platforms market is expected to maintain its strong growth trajectory in upcoming years.
• There is an anticipation for a substantial increase in the size of the customer success platforms market in the forthcoming years. It's projected to propel to $6.83 billion by 2029 with a compound annual growth rate (CAGR) of 23.5%.
The expansion over the forecast period is attributed to factors such as the development of the subscription economy, improved customer experience (CX), emphasis on data, the growth of remote work, and digital transformation along with outcome-based customer success measures. Key trends during the prediction timeline include a focus on strategies centered around customers, Software as a Service (SaaS) and subscription-based models, customer insights driven by data, personalization and segmentation, along with CRM system integrations.
What Factors Are Driving Growth In The Customer Success Platforms Market?
The growth of the customer success platform market is projected to be fuelled by the increasing acceptance of cloud-based solutions. The software and services hosted on the cloud are accessible and usable via a web browser or a dedicated desktop client that is linked to a desktop or mobile operating system. Presently, organizations are opting for cloud-based solutions like cloud customer success platforms, given their benefits such as enhanced customer services and faster implementation cycles. For example, Flexera, a computer software company based in the US, revealed in 2022 that 89% of organizations have adopted a multi-cloud, 80% have taken on a hybrid cloud, 9% have taken up a single public cloud, and 2% have accepted a single private cloud. Hence, the growing acceptance of cloud-based solutions boosts the expansion of the customer success platform market.
What Are The Main Segments Of The Global Customer Success Platforms Market?
The customer success platforms market covered in this report is segmented –
1) By Component: Platforms, Services
2) By Deployment Mode: Cloud, On-Premises
3) By Organization Size: SMEs, Large Enterprises
4) By Application: Sales And Marketing Optimization, Reporting And Analytics, Customer Segmentation, Risk And Compliance Management, Customer Service, Customer Onboarding, Other Applications
5) By End-User: BFSI, Retail And E-Commerce, Transportation And Logistics, Healthcare, Telecom And IT, Government And Public Sector, Other End-Users
Subsegments:
1) By Platforms: Customer Onboarding Tools, Customer Health Score Analytics, Communication And Engagement Tools, Reporting And Analytics Solutions, Workflow Automation Platforms
2) By Services: Consulting Services, Implementation Services, Training And Support Services, Integration Services
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What Emerging Trends Are Influencing The Growth Of The Customer Success Platforms Market?
The rise of technological innovation is a key trend gaining traction in the customer success platform market. Leading enterprises in the market are rolling out new technologies that focus on AI-driven insights and suggested actions to maintain their market dominance. For example, in March 2022, Gainsight, a software development company headquartered in the United States, unveiled the Gainsight Essentials platform. This platform leverages AI-driven insights and suggested actions to bolster customer success, enabling the rapid attainment of customer-related data to hasten the time to value and minimize overall administration expenses.
Who Are the Key Players In The Customer Success Platforms Market?
Major companies operating in the customer success platforms market include:
• Gainsight Inc.
• Salesforce.com Inc.
• Totango Ltd.
• Strikedeck Inc.
• ClientSuccess LLC
• ChurnZero Inc.
• Cisco Systems Inc.
• Wootric Inc.
• Planhat AB
• CustomerSuccessBox
• ZoomInfo Technologies LLC
• Intercom Inc.
• WalkMe Ltd.
• Akita Software Ltd.
• Custify Ltd.
• SmartKarrot Inc.
• HubSpot Inc.
• Amity Software Inc.
• Natero Inc.
• UserIQ Inc.
• Catalyst Software Inc.
• Chorus.ai Inc.
• Cognism Limited
• Freshworks Inc.
• Airtable Inc.
• Churn Buster LLC
• CustomerGauge
• Customer Success Builder
• Zendesk Inc.
• Vitally Inc.
What Is The Most Dominant Region In The Customer Success Platforms Market?
North America was the largest region in the customer success platforms market share in 2024. Asia-Pacific is expected to be the fastest-growing region in the forecast period. The regions covered in the customer success platforms market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.
