Customer success software is a software that provides a seamless 360-degree view of all the customer data collected and compiled from third-party applications such as email, CRM systems, live chat, customer support ticket and more. Some features of customer success software include customer engagement analytics, product use monitoring, customer health ratings, comprehensive customer profiles, workflow automation and real-time insights. This kind of software can help to lower the customer churn rate, improve customer engagement and retention, recognize opportunities for upselling and cross-selling that helps to increase revenue of the businesses.

The major factors driving the growth of global customer success platforms market includes emergence of cloud computing in growth of customers, increasing data volumes due to rising digitalization and growing adoption of advanced solutions to monitor customer points and reduce sales. In addition, increasing penetration of customer success solution among different enterprises is expected to drive the growth of customer success platforms market during the forecast period. In general, the customer success platform is an emerging technology that solves critical business problems with unprecedented effectiveness. The customer success system incorporates knowledge from several channels including blogs, CRM applications, social networks, emails and numerous third-party websites. Moreover, rising investment for startups dealing in customer success platforms and increasing penetration of latest technologies such as artificial intelligence and machine learning are some other factors that will create several opportunities for the growth of global customer success platforms market in upcoming years. However, accumulation and synchronization of data from multiple silos along with data security concerns are the factors hampering the growth of global customer success platforms market.

Based on region, North America is expected to grow at higher CAGR during forecast period due to the existence of large number of customer success platform companies in the emerging economies such as U.S. and Canada.

Global customer success platforms market has been segmented on the basis of component, application, deployment model, organization size and industry vertical. Based on component, the market is segmented into solutions and services. On the basis of services, the market is further categorized into professional services and managed services. Professional services are further divided into support & maintenance and consulting services. Based on application, the market is segmented into customer experience management, sales & marketing management, risk & compliance management, customer service and others. Based on deployment model, the market is segmented into cloud ad on-premises. Based on organization size, the market is segmented into small & medium-sized enterprises and large enterprises. Based on industry vertical, the market is segmented into banking, financial services, & insurance (BFSI), retail & e-commerce, telecommunications & IT, healthcare & life sciences, government & public sector and others.

Some of the major players of global customer success platforms market are Salesforce.com, Inc., Natero, Inc., Totango Ltd., Gainsight, Inc., Strikedeck, Inc., ChurnZero, Inc., Bolstra, Salesmachine Inc., Armatic and Planhat among others.

Market Segmentation:

Global Customer Success Platforms Market by Component

• • Solutions
  • Services
    • Professional Services
      • Support & Maintenance
      • Consulting Services
    • Managed Services

Global Customer Success Platforms Market by Application

• • Customer Experience Management
  • Sales & Marketing Management
  • Risk & Compliance Management
  • Customer Service
  • Others

Global Customer Success Platforms Market by Deployment Model

• • Cloud
  • On-Premises

Global Customer Success Platforms Market by Organization Size

• • Small & Medium-Sized Enterprises
  • Large Enterprises

Global Customer Success Platforms Market by Industry Vertical

• • Banking, Financial Services, & Insurance (BFSI)
  • Retail & E-Commerce
  • Telecommunications & IT
  • Healthcare & Life Sciences
  • Government & Public Sector
  • Others

Global Customer Success Platforms Market by Region

• • North America Customer Success Platforms Market
  • Europe Customer Success Platforms Market
  • Asia-Pacific Customer Success Platforms Market
  • ROW Customer Success Platforms Market

Leading Market Players

• • Salesforce.com, Inc.
  • Natero, Inc.
  • Totango Ltd.
  • Gainsight, Inc.
  • Strikedeck, Inc.
  • ChurnZero, Inc.
  • Bolstra
  • Salesmachine Inc.
  • Armatic
  • Planhat