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カスタマーサクセスプラットフォーム(CSM)市場:用途毎(販売マーケティング管理、CEM、リスク・法令順守管理)、ソリューション・サービス毎、採用モデル毎、産業毎、地域毎 - 2024年までの世界市場予測

Customer Success Platforms Market by Application (Sales and Marketing Management, CEM, and Risk and Compliance Management), Component (Solutions and Services), Deployment Model, Industry Vertical, and Region - Global Forecast to 2024

 

出版社 出版年月電子版価格 ページ数図表数
MarketsandMarkets
マーケッツアンドマーケッツ
2019年6月US$5,650
シングルユーザライセンス
144 103

サマリー

幅広い市場に関する調査レポートを出版しているマーケッツアンドマーケッツ(MarketsandMarkets)のカスタマーサクセスプラットフォーム(CSM)市場に関する調査レポートです。

Advent of cloud computing in customer success, and the demand for advanced solutions to monitor customer scores and reduce churn to drive the adoption of customer success platforms across the retail and eCommerce industry vertical

MarketsandMarkets estimates the global customer success platforms market to grow from USD 854 million in 2019 to USD 2,664 million by 2024, at a Compound Annual Growth Rate (CAGR) of 25.5% during the forecast period. The customer success platforms market is growing rapidly with the advent of cloud computing in customer success, the demand for advanced solutions to monitor customer scores and reduce churn, and the rise in the data volume due to increased digitalization. However, difficulty in data aggregation and synchronization from multiple tools would limit the growth of the market.

Customer service application to grow at the highest CAGR during the forecast period

Customer service plays a crucial role in driving better customer engagement and personalized customer experiences. Enterprises utilize analytics to improve and optimize their customer service operations. With the advanced service analytics capabilities, organizations can identify the causes of customer service issues in real time. Service analytics enables customer service managers to monitor and analyze Key Performance Indicators (KPIs), such as average response time, best agent to issue, distribution of workload, and agent performance assessment.

Customer success platforms market in APAC to grow at the highest CAGR during the forecast period

The significant advancement of the market in Asia Pacific (APAC) is attributed to high growth potential, growing adoption of advanced technologies such as Artificial Intelligence (AI) and Machine Learning (ML), and increasing digitalization in the region with the rising need of businesses to remain globally competitive. Furthermore, growing significance of big data and advanced analytics is also expected to fuel the growth of the customer success platforms market. However, difficulties in data aggregation and synchronization from multiple sources remain the biggest hurdle in the customer success platforms adoption across the region. The cloud-based customer success platforms present an optimal solution for these countries by minimizing integration complexities.
SMEs to hold the highest market share during the forecast period in the customer success platforms market

Organizations have been gradually recognizing the importance of customer success solutions, and have started deploying them, as per their needs and available resources. The availability of Software-as-a-Service (SaaS) based customer success solutions has gained popularity among Small and Medium-sized Enterprises (SMEs). These enterprises have started to deploy such solutions to generate a 360° view of customers and identify patterns, trends and gather insights to improve business performance. The SMEs segment is expected maintain its dominance in terms of revenue generation throughout the forecast period.

In-depth interviews were conducted with Chief Executive Officers (CEOs), Chief Technology Officers (CTOs), Chief Operating Officers (COOs), Vice Presidents (VPs), Managing Directors (MDs), technology and innovation directors, and related key executives from various key companies and organizations operating in the customer success platforms market.

  •  By Company: Tier 1–10%, Tier 2–25%, and Tier 3–65%
  •  By Designation: C-Level–25%, Director Level–50%, and Others–25%
  •  By Region: North America–40%, Europe–30%, APAC–20%, and RoW – 10%

The customer success platforms market comprises major solution providers, such as Gainsight (US), Salesforce (US), Natero (US), Totango (US), Amity (Canada), Strikedeck (US), ChurnZero (US), ClientSuccess (US), Bolstra (US), Salesmachine (US), UserIQ (US), Planhat (Sweden), AppsForOps (Australia), Catalyst (US), Armatic Technologies (US), CustomerSuccessBox (US), Clientshare (England), Wootric (US), Komiko (US), and Akita (Ireland). The study includes an in-depth competitive analysis of these key players in the customer success platforms market with their company profiles, recent developments, and key market strategies.

Research Coverage

The customer success platforms market revenue is primarily classified into revenues from solutions and services. Solutions revenue is associated with software/platform offerings while services’ revenue is associated with support and maintenance services and consulting services. The market is also segmented on the basis of application, deployment model, organization size, industry vertical, and region.

Key benefits of the report

The report would help the market leaders/new entrants in this market with the information on the closest approximations of the revenue numbers for the overall customer success platforms market and the subsegments. This report would help stakeholders understand the competitive landscape and gain insights to better position their businesses and plan suitable go-to-market strategies. The report also helps stakeholders understand the pulse of the market and provides them with information on the key market drivers, restraints, challenges, and opportunities.



目次

1 INTRODUCTION 17
1.1 OBJECTIVES OF THE STUDY 17
1.2 MARKET DEFINITION 17
1.3 MARKET SCOPE 18
1.3.1 MARKET SEGMENTATION 18
1.3.2 REGIONS COVERED 18
1.4 YEARS CONSIDERED FOR THE STUDY 19
1.5 CURRENCY CONSIDERED 19
1.6 STAKEHOLDERS 19

2 RESEARCH METHODOLOGY 20
2.1 RESEARCH DATA 20
2.1.1 SECONDARY DATA 21
2.1.2 PRIMARY DATA 21
2.1.2.1 Breakup of primary profiles 21
2.1.2.2 Key industry insights 22
2.2 MARKET BREAKUP AND DATA TRIANGULATION 23
2.3 MARKET SIZE ESTIMATION 24
2.4 MARKET FORECAST 25
2.5 COMPETITIVE LEADERSHIP MAPPING RESEARCH METHODOLOGY 26
2.5.1 VENDOR INCLUSION CRITERIA 26
2.6 ASSUMPTIONS FOR THE STUDY 27
2.7 LIMITATIONS OF THE STUDY 28

3 EXECUTIVE SUMMARY 29

4 PREMIUM INSIGHTS 34
4.1 ATTRACTIVE MARKET OPPORTUNITIES IN THE CUSTOMER SUCCESS
PLATFORMS MARKET 34
4.2 CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION (2019–2024) 34
4.3 CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE 35
4.4 CUSTOMER SUCCESS PLATFORMS MARKET: MARKET SHARE ACROSS REGIONS 35

5 MARKET OVERVIEW AND INDUSTRY TRENDS 36
5.1 INTRODUCTION 36
5.2 MARKET DYNAMICS 36
5.2.1 DRIVERS 37
5.2.1.1 Advent of cloud computing in customer success 37
5.2.1.2 Demand for advanced solutions to monitor customer scores and reduce churn 37
5.2.1.3 Rising data volume due to increased digitalization 37
5.2.2 RESTRAINTS 38
5.2.2.1 Data aggregation and synchronization from multiple silos 38
5.2.3 OPPORTUNITIES 38
5.2.3.1 Rising adoption of advanced technologies, such as artificial intelligence and machine learning 38
5.2.3.2 Increasing investment in customer success platform startups 38
5.2.4 CHALLENGES 39
5.2.4.1 Data security and privacy concerns 39
5.3 INDUSTRY TRENDS 39
5.3.1 USE CASES 39
5.3.1.1 Use Case 1: Increasing customer engagement by analyzing customer health 39
5.3.1.2 Use Case 2: Reducing onboarding time through data-driven insights 40
5.3.1.3 Use Case 3: Tracking customer interactions for driving business 40
5.3.2 IMPACT OF ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING ON THE CUSTOMER SUCCESS PLATFORMS MARKET 41
5.3.3 CUSTOMER SUCCESS PROCESS 41

6 CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION 43
6.1 INTRODUCTION 44
6.2 CUSTOMER EXPERIENCE MANAGEMENT 45
6.2.1 INCREASING NEED FOR REAL-TIME INSIGHTS INTO CUSTOMER DATA TO DRIVE CUSTOMER EXPERIENCE MANAGEMENT 45
6.3 SALES AND MARKETING MANAGEMENT 46
6.3.1 FOCUS ON BETTER ENGAGEMENT WITH TARGET AUDIENCE TO DRIVE SALES AND MARKETING MANAGEMENT 46
6.4 RISK AND COMPLIANCE MANAGEMENT 47
6.4.1 INCREASING NEED FOR MITIGATING RISKS ASSOCIATED WITH MISUSE OF CUSTOMER DATA AND MEETING STRICT REGULATIONS TO SPUR DEMAND FOR RISK AND COMPLIANCE MANAGEMENT 47
6.5 CUSTOMER SERVICE 48
6.5.1 GROWING FOCUS ON ENHANCING CUSTOMER INTERACTIONS AND ENSURING TIMELY DELIVERY TO DRIVE CUSTOMER SERVICE 48
6.6 OTHERS 49

7 CUSTOMER SUCCESS PLATFORMS MARKET, BY COMPONENT 50
7.1 INTRODUCTION 51
7.2 SOLUTION 52
7.2.1 NEED FOR CONSOLIDATING DISTINCT CUSTOMER DATA TO ENHANCE CUSTOMER EXPERIENCE DRIVING THE ADOPTION OF CUSTOMER SUCCESS SOLUTIONS 52
7.3 SERVICES 53
7.3.1 PROFESSIONAL SERVICES 54
7.3.1.1 Support and maintenance services 56
7.3.1.1.1 Need for technical and maintenance assistance during software life cycle to drive the growth of support and maintenance services 56
7.3.1.2 Consulting services 57
7.3.1.2.1 Need for business performance improvement and cost reduction to create demand for consulting services 57
7.3.2 MANAGED SERVICES 58
7.3.2.1 Increasing need for monitoring and managing business operations to drive the growth of managed services 58

8 CUSTOMER SUCCESS PLATFORMS MARKET, BY DEPLOYMENT MODEL 59
8.1 INTRODUCTION 60
8.2 ON-PREMISES 61
8.2.1 DATA PRIVACY AND SECURITY ADVANTAGES TO BOOST THE GROWTH OF ON-PREMISES CUSTOMER SUCCESS SOLUTIONS 61
8.3 CLOUD 62
8.3.1 BENEFITS SUCH AS MOBILITY, LOW SETUP COSTS, AND UNIVERSAL ACCESS TO BOOST THE ADOPTION OF CLOUD-BASED CUSTOMER SUCCESS SOLUTIONS 62

9 CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE 63
9.1 INTRODUCTION 64
9.2 SMALL AND MEDIUM-SIZED ENTERPRISES 65
9.2.1 INCREASING DEMAND FOR CLOUD-BASED SOLUTIONS TO DRIVE THE ADOPTION OF CUSTOMER SUCCESS SOLUTIONS IN SMES 65
9.3 LARGE ENTERPRISES 66
9.3.1 RISING NEED FOR CUSTOMER DATA ANALYSIS TO DRIVE THE ADOPTION OF CUSTOMER SUCCESS SOLUTIONS IN LARGE ENTERPRISES 66

10 CUSTOMER SUCCESS PLATFORMS MARKET, BY INDUSTRY VERTICAL 67
10.1 INTRODUCTION 68
10.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 69
10.2.1 FOCUS ON COMPLIANCE WITH REGULATIONS AND FINANCIAL STANDARDS TO INCREASE THE DEMAND FOR CUSTOMER SUCCESS SOLUTIONS IN BFSI 69
10.3 RETAIL AND ECOMMERCE 70
10.3.1 GROWING ECOMMERCE BUSINESS AND NEED FOR BUILDING CUSTOMER-CENTRIC STRATEGY TO DRIVE THE ADOPTION OF CUSTOMER SUCCESS SOLUTIONS IN RETAIL AND ECOMMERCE 70
10.4 TELECOMMUNICATIONS AND IT 71
10.4.1 INCREASING NEED FOR HARNESSING MASSIVE CUSTOMER DATA WITH CUSTOMER SUCCESS SOLUTIONS TO BOOST THE MARKET GROWTH IN TELECOMMUNICATIONS AND IT 71
10.5 HEALTHCARE AND LIFE SCIENCES 72
10.5.1 CREATING DATA-DRIVEN PERSONALIZED TREATMENT PLANS TO DRIVE THE ADOPTION OF CUSTOMER SUCCESS SOLUTIONS IN HEALTHCARE AND LIFE SCIENCES 72
10.6 GOVERNMENT AND PUBLIC SECTOR 73
10.6.1 FOCUS ON ASSESSING TAX RISK AND PREDICTING CRIMES TO BOOST THE GROWTH OF CUSTOMER SUCCESS PLATFORMS MARKET IN GOVERNMENT AND PUBLIC SECTOR 73
10.7 OTHERS 74

11 CUSTOMER SUCCESS PLATFORMS MARKET, BY REGION 75
11.1 INTRODUCTION 76
11.2 NORTH AMERICA 77
11.2.1 UNITED STATES 82
11.2.1.1 High consumer spending and presence of a large number of players to drive the adoption of customer success solutions in the US 82
11.2.2 CANADA 82
11.2.2.1 Need for companies to leverage the increasing volume of data driving the growth of customer success platforms market in Canada 82
11.3 EUROPE 83
11.3.1 UNITED KINGDOM 87
11.3.1.1 Increasing technology adoption and various government initiatives to fuel the growth of customer success platforms market in the UK 87
11.3.2 GERMANY 87
11.3.2.1 High-income markets and need for maintaining a competitive edge to drive the adoption of customer success solutions in Germany 87
11.3.3 FRANCE 87
11.3.3.1 Need for understanding changing customer behavior to boost the growth of customer success platforms market in France 87
11.3.4 REST OF EUROPE 88
11.4 ASIA PACIFIC 88
11.4.1 CHINA 93
11.4.1.1 Increasing digitalization and growing need for enhanced customer experience across various industries to drive the adoption of customer success solutions in China 93
11.4.2 JAPAN 93
11.4.2.1 High investment in labor-savvy technologies to fuel the growth of customer success platforms market in Japan 93
11.4.3 INDIA 93
11.4.3.1 Incorporating a customer-centric approach in business strategies to drive the adoption of customer success solutions in India 93
11.4.4 REST OF ASIA PACIFIC 93
11.5 MIDDLE EAST AND AFRICA 94
11.5.1 MIDDLE EAST 97
11.5.1.1 Changing customer demands and increased inclination toward advanced technologies to fuel the growth of customer success platforms market in the Middle East 97
11.5.2 AFRICA 97
11.5.2.1 Increasing awareness of the benefits of customer success platforms to boost the market growth in Africa 97
11.6 LATIN AMERICA 98
11.6.1 MEXICO 101
11.6.1.1 Increasing trade and rising customer base to fuel the growth of customer success platforms market in Mexico 101
11.6.2 BRAZIL 101
11.6.2.1 Growing adoption of cloud-based solutions to propel the growth of customer success platforms market in Brazil 101
11.6.3 REST OF LATIN AMERICA 101

12 COMPETITIVE LANDSCAPE 102
12.1 COMPETITIVE LEADERSHIP MAPPING (START-UP) 102
12.1.1 PROGRESSIVE COMPANIES 102
12.1.2 RESPONSIVE COMPANIES 102
12.1.3 DYNAMIC COMPANIES 102
12.1.4 STARTING BLOCKS 102
12.2 STRENGTH OF PRODUCT PORTFOLIO 104
12.3 BUSINESS STRATEGY EXCELLENCE 105
12.4 RANKING ANALYSIS 106

13 COMPANY PROFILES 107
13.1 INTRODUCTION 107
(Business Overview, Platforms & Solution, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
13.2 GAINSIGHT 107
13.3 SALESFORCE 109
13.4 NATERO 112
13.5 TOTANGO 114
13.6 AMITY 117
13.7 STRIKEDECK 119
13.8 CHURNZERO 120
13.9 CLIENTSUCCESS 121
13.10 BOLSTRA 123
13.11 USERIQ 124
13.12 PLANHAT 126
13.13 SALESMACHINE 127
13.14 CATALYST 128
13.15 APPSFOROPS 130
13.16 ARMATIC TECHNOLOGIES 132
13.17 CUSTOMERSUCCESSBOX 133
13.18 CLIENTSHARE 133
13.19 WOOTRIC 134
13.20 KOMIKO 134
13.21 AKITA 135
*Details on Business Overview, Platforms & Solutions, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.

14 APPENDIX 136
14.1 DISCUSSION GUIDE 136
14.2 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 140
14.3 AVAILABLE CUSTOMIZATION 142
14.4 RELATED REPORTS 142
14.5 AUTHOR DETAILS 143

 

LIST OF TABLES

TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2016–2019 19
TABLE 2 FACTOR ANALYSIS 25
TABLE 3 EVALUATION CRITERIA 26
TABLE 4 CUSTOMER SUCCESS PLATFORMS MARKET SIZE AND GROWTH RATE,
2017–2024 (USD MILLION, Y-O-Y %) 31
TABLE 5 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY APPLICATION,
2017–2024 (USD MILLION) 44
TABLE 6 CEM: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 45
TABLE 7 SALES AND MARKETING MANAGEMENT: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 46
TABLE 8 RISK AND COMPLIANCE MANAGEMENT: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 47
TABLE 9 CUSTOMER SERVICE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2017–2024 (USD MILLION) 48
TABLE 10 OTHERS: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 49
TABLE 11 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT,
2017–2024 (USD MILLION) 51
TABLE 12 SOLUTION: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 52
TABLE 13 SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY TYPE,
2017–2024 (USD MILLION) 53
TABLE 14 SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 54
TABLE 15 PROFESSIONAL SERVICES MARKET SIZE, BY TYPE, 2017–2024 (USD MILLION) 55
TABLE 16 PROFESSIONAL SERVICES MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 56
TABLE 17 SUPPORT AND MAINTENANCE SERVICES MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 56
TABLE 18 CONSULTING SERVICES MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 57
TABLE 19 MANAGED SERVICES MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 58
TABLE 20 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODEL, 2017–2024 (USD MILLION) 60
TABLE 21 ON-PREMISES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 61
TABLE 22 CLOUD: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 62
TABLE 23 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY ORGANIZATION SIZE,
2017–2024 (USD MILLION) 64
TABLE 24 SMES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 65
TABLE 25 LARGE ENTERPRISES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2017–2024 (USD MILLION) 66
TABLE 26 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY INDUSTRY VERTICAL,
2017–2024 (USD MILLION) 68
TABLE 27 BFSI: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 69
TABLE 28 RETAIL AND ECOMMERCE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2017–2024 (USD MILLION) 70
TABLE 29 TELECOMMUNICATIONS AND IT: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 71
TABLE 30 HEALTHCARE AND LIFE SCIENCES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 72
TABLE 31 GOVERNMENT AND PUBLIC SECTOR: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2017–2024 (USD MILLION) 73
TABLE 32 OTHERS: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 74
TABLE 33 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION,
2017–2024 (USD MILLION) 77
TABLE 34 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY COMPONENT, 2017–2024 (USD MILLION) 78
TABLE 35 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY SERVICE, 2017–2024 (USD MILLION) 79
TABLE 36 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY PROFESSIONAL SERVICE, 2017–2024 (USD MILLION) 79
TABLE 37 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY APPLICATION, 2017–2024 (USD MILLION) 79
TABLE 38 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY DEPLOYMENT MODEL, 2017–2024 (USD MILLION) 80
TABLE 39 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY ORGANIZATION SIZE, 2017–2024 (USD MILLION) 80
TABLE 40 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY INDUSTRY VERTICAL, 2017–2024 (USD MILLION) 81
TABLE 41 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COUNTRY, 2017–2024 (USD MILLION) 81
TABLE 42 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION) 83
TABLE 43 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY SERVICE,
2017–2024 (USD MILLION) 84
TABLE 44 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY PROFESSIONAL SERVICE, 2017–2024 (USD MILLION) 84
TABLE 45 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY APPLICATION, 2017–2024 (USD MILLION) 84
TABLE 46 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODEL, 2017–2024 (USD MILLION) 85
TABLE 47 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION) 85
TABLE 48 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY INDUSTRY VERTICAL, 2017–2024 (USD MILLION) 86
TABLE 49 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COUNTRY,
2017–2024 (USD MILLION) 86
TABLE 50 ASIA PACIFIC: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT, 2017–2024 (USD MILLION) 89
TABLE 51 ASIA PACIFIC: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY SERVICE, 2017–2024 (USD MILLION) 90
TABLE 52 ASIA PACIFIC: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY PROFESSIONAL SERVICE, 2017–2024 (USD MILLION) 90
TABLE 53 ASIA PACIFIC: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY APPLICATION, 2017–2024 (USD MILLION) 91
TABLE 54 ASIA PACIFIC: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODEL, 2017–2024 (USD MILLION) 91
TABLE 55 ASIA PACIFIC: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY ORGANIZATION SIZE, 2017–2024 (USD MILLION) 91
TABLE 56 ASIA PACIFIC: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY INDUSTRY VERTICAL, 2017–2024 (USD MILLION) 92
TABLE 57 ASIA PACIFIC: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COUNTRY, 2017–2024 (USD MILLION) 92
TABLE 58 MIDDLE EAST AND AFRICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY COMPONENT, 2017–2024 (USD MILLION) 94
TABLE 59 MIDDLE EAST AND AFRICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY SERVICE, 2017–2024 (USD MILLION) 94
TABLE 60 MIDDLE EAST AND AFRICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY PROFESSIONAL SERVICE, 2017–2024 (USD MILLION) 95
TABLE 61 MIDDLE EAST AND AFRICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY APPLICATION, 2017–2024 (USD MILLION) 95
TABLE 62 MIDDLE EAST AND AFRICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY DEPLOYMENT MODEL, 2017–2024 (USD MILLION) 95
TABLE 63 MIDDLE EAST AND AFRICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY ORGANIZATION SIZE, 2017–2024 (USD MILLION) 96
TABLE 64 MIDDLE EAST AND AFRICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY INDUSTRY VERTICAL, 2017–2024 (USD MILLION) 96
TABLE 65 MIDDLE EAST AND AFRICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY SUB-REGION, 2017–2024 (USD MILLION) 97
TABLE 66 LATIN AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY COMPONENT, 2017–2024 (USD MILLION) 98
TABLE 67 LATIN AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY SERVICE, 2017–2024 (USD MILLION) 98
TABLE 68 LATIN AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY PROFESSIONAL SERVICE, 2017–2024 (USD MILLION) 99
TABLE 69 LATIN AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY APPLICATION, 2017–2024 (USD MILLION) 99
TABLE 70 LATIN AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY DEPLOYMENT MODEL, 2017–2024 (USD MILLION) 99
TABLE 71 LATIN AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY ORGANIZATION SIZE, 2017–2024 (USD MILLION) 100
TABLE 72 LATIN AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY INDUSTRY VERTICAL, 2017–2024 (USD MILLION) 100
TABLE 73 LATIN AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COUNTRY, 2017–2024 (USD MILLION) 101

 

LIST OF FIGURES

FIGURE 1 GLOBAL CUSTOMER SUCCESS PLATFORMS MARKET: RESEARCH DESIGN 20
FIGURE 2 CUSTOMER SUCCESS PLATFORMS MARKET:
MARKET ESTIMATION AND FORECAST METHODOLOGY 24
FIGURE 3 CUSTOMER SUCCESS PLATFORMS MARKET OVERVIEW 31
FIGURE 4 CUSTOMER SUCCESS PLATFORMS MARKET TO WITNESS HIGH GROWTH DURING THE FORECAST PERIOD 32
FIGURE 5 CUSTOMER SUCCESS PLATFORMS MARKET, BY COMPONENT (2019 VS. 2024) 33
FIGURE 6 CUSTOMER SUCCESS PLATFORMS MARKET,
BY DEPLOYMENT MODEL (2019–2024) 33
FIGURE 7 ADVENT OF CLOUD COMPUTING AND DEMAND FOR ADVANCED SOLUTIONS TO MONITOR CUSTOMER SUCCESS AND REDUCE CHURN DRIVING THE CUSTOMER SUCCESS PLATFORMS MARKET 34
FIGURE 8 CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION (2019–2024) 34
FIGURE 9 CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE (2019–2024) 35
FIGURE 10 NORTH AMERICA TO ACCOUNT FOR THE HIGHEST MARKET SHARE IN 2019 35
FIGURE 11 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES:
CUSTOMER SUCCESS PLATFORMS MARKET 36
FIGURE 12 CUSTOMER SUCCESS PROCESS 42
FIGURE 13 CUSTOMER SERVICE SEGMENT TO GROW AT THE HIGHEST CAGR DURING
THE FORECAST PERIOD 44
FIGURE 14 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 51
FIGURE 15 MANAGED SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 53
FIGURE 16 CONSULTING SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 55
FIGURE 17 CLOUD DEPLOYMENT MODEL TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 60
FIGURE 18 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 64
FIGURE 19 RETAIL AND ECOMMERCE INDUSTRY VERTICAL TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 68
FIGURE 20 ASIA PACIFIC TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 76
FIGURE 21 NORTH AMERICA: MARKET SNAPSHOT 78
FIGURE 22 ASIA PACIFIC: MARKET SNAPSHOT 89
FIGURE 23 CUSTOMER SUCCESS PLATFORMS MARKET, COMPETITIVE LEADERSHIP MAPPING, STARTUP COMPANIES, 2019 103
FIGURE 24 RANKING OF KEY PLAYERS IN THE
CUSTOMER SUCCESS PLATFORMS MARKET, 2019 106
FIGURE 25 GAINSIGHT: SWOT ANALYSIS 108
FIGURE 26 SALESFORCE: COMPANY SNAPSHOT 109
FIGURE 27 SALESFORCE: SWOT ANALYSIS 110
FIGURE 28 NATERO: SWOT ANALYSIS 113
FIGURE 29 TOTANGO: SWOT ANALYSIS 116
FIGURE 30 AMITY: SWOT ANALYSIS 118
 

 

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