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客戶體驗/客戶參與

市場調查報告書

商品編碼

1508740

客戶成功管理市場：按組件、按行業、按應用、按地區

Customer Success Management Market, By Component (Software and Services (Professional Services Managed Services)), By Industry Vertical, By Application, By Geography

出版日期: 2024年06月07日 | 出版商:

Coherent Market Insights | 英文 164 Pages | 商品交期: 2-3個工作天內

價格

簡介目錄

客戶成功管理市場預計到 2024 年將達到 20.1 億美元，預計到 2031 年將達到 79.1 億美元，2024 年至 2031 年的複合年成長率為 21.6%。

圖 1. 2024 年按地區分類的客戶成功管理市場佔有率(%)

客戶成功管理 (CSM) 是一種新的業務實踐，專注於透過確保購買的產品和服務的成功來最大化客戶的產品價值。隨著客戶期望的提高以及訂閱模式逐漸遠離一次性購買，CSM 對於企業在競爭激烈的市場中提供持續價值並留住現有客戶至關重要。 CSM 包括策略流程和組織文化變革，使面向客戶的團隊能夠在購買前和購買後階段主動滿足客戶需求。透過主動監控產品使用情況並徵求回饋，CSM 有助於將業務目標與客戶成功結合起來，並提高長期忠誠度和擁護度。

市場動態：

客戶成功管理市場的成長是由公司需要從以產品為中心轉向以客戶為中心的方法來建立永續的客戶關係所推動的。隨著消費模式的發展，對可衡量的業務成果的需求不斷增加，因此需要與客戶積極互動。然而，高昂的實施成本和改變現有公司流程的難度正在限制市場。隨著軟體即服務 (SaaS) 交付模式和巨量資料分析等技術的日益普及，CSM 供應商擁有最佳化產品使用和獲得有價值的客戶洞察的巨大機會。透過即時監控使用模式，您可以主動解決問題並確保持續的價值交付。

本研究的主要特點

本報告對全球客戶成功管理市場進行了詳細分析，並列出了以2023年為基準年的預測期（2024-2031）的市場規模和複合年成長率。

它還揭示了各個細分市場的潛在商機，並說明了該市場有吸引力的投資提案矩陣。

它還提供了有關市場促進因素、限制因素、機會、新產品發布和核准、市場趨勢、區域前景、主要企業採取的競爭策略等的重要見解。

它包括基於公司亮點、產品系列、主要亮點、財務業績和策略等參數的全球客戶成功管理市場中主要企業的概況。

本研究報告中介紹的一些主要企業包括：Armatic Technologies Inc.、Avaya Holdings Corp.、ClientSuccess Inc.、CustomerSuccessBox、Freshworks Inc.、Gainsight Inc.、IBM Corporation、Medallia Inc.、Open Text Corporation、Oracle Corporation、 Planhat AB、Salesforce.com Inc.、SAP SE、Sitecore、Tech Mahindra Limited、Totango、UserIQ Inc.、Verint Systems Inc. 等。

該報告的見解使負責人和公司經營團隊能夠就未來的產品發布、升級、市場擴張和行銷策略做出明智的決策。

全球客戶成功管理市場報告迎合了該行業的各種相關人員，如投資者、供應商、產品製造商、經銷商、新進業者和財務分析師。

透過用於全球客戶成功管理市場分析的各種策略矩陣，將有助於相關人員做出決策。

公司簡介
- Armatic Technologies Inc.
- Avaya Holdings Corp.
- ClientSuccess Inc.
- CustomerSuccessBox
- Freshworks Inc.
- Gainsight Inc.
- IBM Corporation
- Medallia Inc.
- Open Text Corporation
- Oracle Corporation
- Planhat AB
- Salesforce.com Inc.
- SAP SE
- Sitecore
- Tech Mahindra Limited
- Totango
- UserIQ Inc.
- Verint Systems Inc.

第9章分析師建議

升起和降落
綜合機會圖

第10章調查方法

參考
調查方法

簡介目錄

Product Code: CMI5237

The Customer Success Management Market is estimated to be valued at USD 2.01 billion in 2024 and is expected to reach USD 7.91 billion by 2031, exhibiting a compound annual growth rate (CAGR) of 21.6% from 2024 to 2031.

Figure 1. Customer Success Management Market Share (%), By Region, 2024

Customer Success Management Market - IMG1

Customer success management (CSM) is an emerging business practice focusing on maximizing product value for customers by ensuring their success with the purchased product or service. With rising customer expectations and adoption of subscriptions model over one-time purchases, CSM has become crucial for companies to deliver continuous value and retain existing customers in highly competitive markets. CSM encompasses strategic processes and organizational culture changes that empower customer-facing teams to proactively address customer needs across pre- and post-purchase phases. By actively monitoring product usage and seeking feedback, CSM helps align business goals with customer success to enhance loyalty and advocacy over the long-term.

Market Dynamics:

The customer success management market growth is driven by the need for organizations to shift from a product-centric to customer-centric approach to build sustainable customer relationships. Rising demand for measurable business outcomes along with evolving consumption models has necessitated the need for proactive engagement with customers. However, high implementation costs and difficulty in changing existing enterprise processes act as restraints for the market. The growing adoption of software-as-a-service delivery models and technologies like big data analytics presents significant opportunities for CSM vendors to optimize product usage and gain valuable customer insights. Real-time monitoring of usage patterns can help address issues proactively and ensure continuous value delivery.

Key features of the study:

This report provides in-depth analysis of the global customer success management market, and provides market size (US$ Billion) and compound annual growth rate (CAGR%) for the forecast period (2024-2031), considering 2023 as the base year

It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrices for this market

This study also provides key insights about market drivers, restraints, opportunities, new product launches or approval, market trends, regional outlook, and competitive strategies adopted by key players

It profiles key players in the global customer success management market based on the following parameters - company highlights, products portfolio, key highlights, financial performance, and strategies

Key companies covered as a part of this study include Armatic Technologies Inc., Avaya Holdings Corp., ClientSuccess Inc., CustomerSuccessBox, Freshworks Inc., Gainsight Inc., IBM Corporation, Medallia Inc., Open Text Corporation, Oracle Corporation, Planhat AB, Salesforce.com Inc., SAP SE, Sitecore, Tech Mahindra Limited, Totango, UserIQ Inc., and Verint Systems Inc. are the major players

Insights from this report would allow marketers and the management authorities of the companies to make informed decisions regarding their future product launches, type up-gradation, market expansion, and marketing tactics

The global customer success management market report caters to various stakeholders in this industry including investors, suppliers, product manufacturers, distributors, new entrants, and financial analysts

Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the global customer success management market

Detailed Segmentation-

By Component
- Software
- Services
- Professional Services
- Consulting
- System Integration and Implementation
- Support and Maintenance
- Managed Services
By Industry Vertical
- Healthcare
- Retail
- BFSI
- IT and Telecommunications
- Government
- Other
By Application
- Sales and Marketing Management
- Customer Experience Management
- Risk and Compliance Management
- Other Applications
By Region
- North America
- Latin America
- Europe
- Asia Pacific
- Middle East & Africa
Key Players Insights
- Armatic Technologies Inc.
- Avaya Holdings Corp.
- ClientSuccess Inc.
- CustomerSuccessBox
- Freshworks Inc.
- Gainsight Inc.
- IBM Corporation
- Medallia Inc.
- Open Text Corporation
- Oracle Corporation
- Planhat AB
- Salesforce.com Inc.
- SAP SE
- Sitecore
- Tech Mahindra Limited
- Totango
- UserIQ Inc.
- Verint Systems Inc.

1. Research Objectives and Assumptions

Research Objectives
Assumptions
Abbreviations

2. Market Purview

Report Description
- Market Definition and Scope
Executive Summary
- Market Snippet, By Component
- Market Snippet, By Industry Vertical
- Market Snippet, By Application
- Market Snippet, By Region
Coherent Opportunity Map (COM)

3. Market Dynamics, Regulations, and Trends Analysis

Market Dynamics
- Drivers
- Restraints
- Market Opportunities
Regulatory Scenario
Industry Trend
Merger and Acquisitions
New system Launch/Approvals
Impact of COVID-19 Pandemic

4. Customer Success Management Market, By Component, 2019-2031, (USD Billion)

Introduction
- Market Share Analysis, 2024 and 2031 (%)
- Y-o-Y Growth Analysis, 2020-2031
- Segment Trends
Software
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Services
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Professional Services
Consulting
System Integration and Implementation
Support and Maintenance
Managed Services

5. Customer Success Management Market, By Industry Vertical, 2019-2031, (USD Billion)

Introduction
- Market Share Analysis, 2024 and 2031 (%)
- Y-o-Y Growth Analysis, 2020-2031
- Segment Trends
Healthcare
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Retail
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
BFSI
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
IT and Telecommunications
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Government
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Other
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)

6. Customer Success Management Market, By Application, 2019-2031, (USD Billion)

Introduction
- Market Share Analysis, 2024 and 2031 (%)
- Y-o-Y Growth Analysis, 2020-2031
- Segment Trends
Sales and Marketing Management
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Customer Experience Management
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Risk and Compliance Management
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)
Other Applications
- Introduction
- Market Size and Forecast, 2019-2031, (USD Billion)

7. Customer Success Management Market, By Region, 2019-2031, (USD Billion)

Introduction
- Market Share Analysis, By Region, 2024 and 2031 (%)
North America
- Regional Trends
- Market Size and Forecast, By Component, 2019-2031, (USD Billion)
- Market Size and Forecast, By Industry Vertical, 2019-2031, (USD Billion)
- Market Size and Forecast, By Application, 2019-2031, (USD Billion)
- Market Size and Forecast, By Country, 2019-2031, (USD Billion)
  - U.S.
  - Canada
Europe
- Regional Trends
- Market Size and Forecast, By Component, 2019-2031, (USD Billion)
- Market Size and Forecast, By Industry Vertical, 2019-2031, (USD Billion)
- Market Size and Forecast, By Application, 2019-2031, (USD Billion)
- Market Size and Forecast, By Country, 2019-2031, (USD Billion)
  - U.K.
  - Germany
  - France
  - Russia
  - Rest of Europe
Asia Pacific
- Regional Trends
- Market Size and Forecast, By Component, 2019-2031, (USD Billion)
- Market Size and Forecast, By Industry Vertical, 2019-2031, (USD Billion)
- Market Size and Forecast, By Application, 2019-2031, (USD Billion)
- Market Size and Forecast, By Country, 2019-2031, (USD Billion)
  - China
  - India
  - Japan
  - ASEAN
  - Australia
  - South Korea
  - Rest of Asia Pacific
Latin America
- Regional Trends
- Market Size and Forecast, By Component, 2019-2031, (USD Billion)
- Market Size and Forecast, By Industry Vertical, 2019-2031, (USD Billion)
- Market Size and Forecast, By Application, 2019-2031, (USD Billion)
- Market Size and Forecast, By Country, 2019-2031, (USD Billion)
  - Brazil
  - Argentina
  - Mexico
  - Rest of Latin America
Middle East & Africa
- Regional Trends
- Market Size and Forecast, By Component, 2019-2031, (USD Billion)
- Market Size and Forecast, By Industry Vertical, 2019-2031, (USD Billion)
- Market Size and Forecast, By Application, 2019-2031, (USD Billion)
- Market Size and Forecast, By Country, 2019-2031, (USD Billion)
  - South Africa
  - GCC Countries
  - Rest of the Middle East & Africa

8. Competitive Landscape

Company Profiles
- Armatic Technologies Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Avaya Holdings Corp.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- ClientSuccess Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- CustomerSuccessBox
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Freshworks Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Gainsight Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- IBM Corporation
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Medallia Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Open Text Corporation
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Oracle Corporation
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Planhat AB
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Salesforce.com Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- SAP SE
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Sitecore
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Tech Mahindra Limited
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- Totango
- UserIQ Inc.
- Verint Systems Inc.