客戶成功管理市場報告：至2030年的趨勢、預測與競爭分析

客戶成功管理趨勢和預測

全球客戶成功管理市場的未來看起來充滿希望，醫療保健、零售、BFSI、IT/通訊和政府市場都充滿機會。預計到2030年，全球客戶成功管理市場將達到 36億美元，2024年至2030年年複合成長率為 15.8%。該市場的主要驅動力是對個人化客戶體驗的需求不斷成長、基於訂閱的經營模式的興起以及擴大使用雲端基礎的解決方案來增強客戶成功管理。

• Lucintel 預測，由於客戶維繫的重要性日益增加以及雲端基礎的運算技術的日益採用，客戶體驗管理在預測期內仍將是應用程式類別中最大的區隔。
• 從地區來看，由於競爭加劇、降低成本的壓力以及對追蹤客戶旅程和減少客戶解約率的高級分析解決方案的需求不斷成長，北美仍然是預測期內最大的地區，這種情況將持續下去。

客戶成功管理市場的策略成長機會

技術進步和不斷提高的客戶期望推動 CSM 在多個應用領域的策略成長機會。識別這些成長機會可以幫助公司製定客戶成功策略和成長計劃。

• 與 CRM 系統整合：將 CSM 與 CRM 系統整合可全面了解客戶互動和資料。透過將 CSM 工具與現有 CRM 系統整合，公司可以更有效地追蹤客戶成功指標。其結果是有效且個人化的支持策略。
• 擴展到新興市場：將 CSM 解決方案擴展到新興市場帶來了巨大的成長機會。隨著這些地區的公司採用數位工具並努力留住客戶，對滿足當地需求和監管要求的先進 CSM 平台的需求不斷成長。
• 開發特定行業的解決方案：開發特定行業的CSM 解決方案使公司能夠應對醫療保健、金融服務和技術等行業的獨特挑戰和需求。客製化解決方案可以透過提供有針對性的支援和資源來提高客戶客戶參與和滿意度。
• 基於訂閱的模式的成長：隨著基於訂閱的經營模式的興起，CSM 解決方案必須支援持續的收益管理和客戶維繫。在此模式下營運的公司對致力於最大化客戶終身價值（CLV）和減少客戶流失的CSM 工具有著很高的需求。
• 改進的客戶分析：為了推動成長，高階客戶分析可以提供有關客戶行為模式和偏好的寶貴見解。透過分析來自不同客戶接觸點的資料，公司可以製定推動客戶成功並改善整體客戶體驗的策略。

這些策略性成長機會凸顯了 CSM 市場可以進一步發展和創新的領域。利用這些機會的公司將處於有利地位，可以加強客戶關係並推動業務成長。

客戶成功管理市場的促進因素與挑戰

CSM 市場存在多種促進因素​​和挑戰，影響市場的成長和開發。主要促進因素包括技術進步和不斷變化的客戶期望，而挑戰包括法規遵循和整合複雜性。

推動客戶成功管理市場的因素是：

• 技術改進：人工智慧、機器學習和雲端運算等技術創新推動 CSM 市場。這些進步將增強對客戶資料的分析、自動化流程並實現個人化支援。
• 更重視客戶維繫：公司越來越重視客戶維繫和長期關係。對客戶維繫的日益關注推動對 CSM 解決方案的需求，這些解決方案可管理客戶互動、減少客戶流失、提高客戶滿意度並促進業務成長。
• 基於訂閱的經營模式的興起：隨著基於訂閱的模式的興起，經常性收益和客戶滿意度變得非常重要，需要適當的客戶成功策略。支援訂閱經營模式的CSM 工具有助於最佳化客戶終身價值（CLV）並減少客戶流失。
• 對個人化客戶體驗的需求：隨著時間的推移，對個人化和主動客戶支援的需求不斷增加。因此，利用資料分析提供針對個人需求的個人化互動的CSM 解決方案的需求不斷增加，推動了市場成長。
• 拓展國際市場：拓展國際市場增加了對客戶服務管理解決方案的需求，以滿足各種客戶要求並遵守當地法規。因此，對擴充性且適應性強的CSM 平台的需求日益成長。

客戶成功管理市場面臨的挑戰是：

• 監理合規性：複雜的資料隱私法規（例如 GDPR 和 CCPA）使 CSM 解決方案難以維持合規性。由於 CSM 的目的是有效的客戶支持，因此只有透過強力的資料保護和遵守法律要求才能實現合規性。
• 與現有系統整合：將 CSM 工具與現有 CRM 和企業系統整合可能會出現問題。維護客戶互動和支援的統一視圖需要系統之間的無縫連接和資料交換。
• 先進的CSM解決方案成本高：實施先進的CSM解決方案的成本是中小型企業主要關心的問題。在考慮預算限制的同時平衡技術投資是許多企業在提高客戶成功率時所面臨的挑戰。

這些市場促進因素和挑戰塑造客戶成功管理市場，特別是在技術採用、客戶期望和法規遵循方面。有效解決這些因素的公司將能夠在這個不斷發展的市場中取得成功。

目錄

第1章 執行摘要

第2章 全球客戶成功管理市場：市場動態

• 簡介、背景、分類
• 供應鏈
• 產業促進因素與挑戰

第3章 2018-2030年市場趨勢及預測分析

• 宏觀經濟趨勢（2018-2023）與預測（2024-2030）
• 全球客戶成功管理市場趨勢（2018-2023）與預測（2024-2030）
• 全球客戶成功管理市場：依部署模式
  • 雲端
  • 本地
• 全球客戶成功管理市場：依組織規模
  • 小型企業
  • 主要企業
• 全球客戶成功管理市場：依應用分類
  • 銷售和行銷管理
  • 客戶體驗管理
  • 風險與合規管理
  • 其他
• 全球客戶成功管理市場：依最終用戶分類
  • 衛生保健
  • 零售
  • BFSI
  • 資訊科技和通訊
  • 政府
  • 其他

第4章 2018-2030年市場趨勢及預測分析，依地區

• 依地區分類的全球客戶成功管理市場
• 北美客戶成功管理市場
• 歐洲客戶成功管理市場
• 亞太地區客戶成功管理市場
• 其他地區的客戶成功管理市場

第5章 競爭分析

• 產品系列分析
• 業務整合
• 波特五力分析

第6章 成長機會與策略分析

• 成長機會分析
  • 依部署模式分類的全球客戶成功管理市場成長機會
  • 依組織規模分類的全球客戶成功管理市場成長機會
  • 依應用分類的全球客戶成功管理市場成長機會
  • 依最終用戶分類的全球客戶成功管理市場成長機會
  • 依地區分類的全球客戶成功管理市場成長機會
• 全球客戶成功管理市場新趨勢
• 戰略分析
  • 新產品開發
  • 擴大全球客戶成功管理市場的能力
  • 全球客戶成功管理市場的合併、收購和合資企業
  • 認證和許可

第7章 主要企業概況

• Gainsight
• Salesforce.com
• UserIQ
• IBM
• Open Text

Customer Success Management Trends and Forecast

The future of the global customer success management market looks promising with opportunities in the healthcare, retail, BFSI, information technology and telecom, and government markets. The global customer success management market is expected to reach an estimated $3.6 billion by 2030 with a CAGR of 15.8% from 2024 to 2030. The major drivers for this market are the increasing demand for personalized customer experiences, the rise of subscription-based business models, and the growing use of cloud-based solutions to enhance client success management.

• Lucintel forecasts that, within the application category, customer experience management will remain the largest segment over the forecast period due to the increasing importance of customer retention and the growing adoption of cloud-based computing technologies.
• In terms of region, North America will remain the largest region over the forecast period due to the increasing competition and pressure to reduce costs, and rising demand for advanced analytical solutions to track customer journeys and lower churn rates in this region.

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Emerging Trends in the Customer Success Management Market

Building on emerging trends, several new ways in which companies are reaching out to their customers have emerged in the field of Customer Success Management. These changes are driven by rapid technological advancements, changing customer expectations, and a growing interest in long-term customer relationships.

• Artificial Intelligence and Machine Learning Integration: The inclusion of AI and machine learning in CSM platforms is expanding the horizons of predictive customer need assessment and automating mundane tasks. With AI-powered tools, the analysis of customer data leads to personalized recommendations for proactive support, thereby improving customer satisfaction and retention. This trend provides companies with an efficient way to scale their customer success efforts.
• Customer Journey Mapping: Companies are increasingly interested in mapping the entire customer journey to better understand pain points and serve customers more effectively. Analyzing the visualization of each touchpoint enables businesses to develop more practical approaches to customer success, optimizing each interaction for a better customer experience. This helps in tailoring services to customer needs and improving overall satisfaction.
• Omnichannel Support: Omnichannel support enables companies to provide frictionless and consistent customer experiences across multiple platforms and touchpoints. Integrating various communication channels within the same CSM system ensures that customers receive coherent and responsive support, regardless of how they interact with the company.
• Proactive Customer Engagement: Engaging proactively with customers is a top priority because, through data-driven insights, companies can anticipate customer needs and address issues before they escalate. This involves implementing systems that flag potential problems and opportunities for customer success teams, so interventions can be timely and personalized.
• Increased Emphasis on CLV: There is a growing emphasis on measuring and maximizing Customer Lifetime Value (CLV) as a key metric for business success. Many companies have invested in tools and strategies that improve CLV through better customer retention, reduced churn, and upsell/cross-sell opportunities.

Technology and data-driven trends are expected to significantly impact customer interactions, potentially driving business growth in the CSM market. Companies that can adapt to these emerging trends in the coming years will likely be better positioned to deliver excellent customer experiences and ensure long-term success.

Recent Developments in the Customer Success Management Market

The latest trends in the CSM market are inclined toward advanced technologies and strategies for improving relationships with customers and driving growth. The key trends involve the integration of new tools and methodologies that improve customer engagement and retention.

• Advanced Analytics and AI Integration: Advanced analytics, along with the integration of AI, will revolutionize the way CSM platforms and customer success strategies work. AI-driven tools deeply observe customer behavior to anticipate their needs and offer support accordingly. This development is set to further enhance the efficiency and effectiveness of customer success teams.
• Cloud-based CSM Solutions: Cloud-based CSM solutions are increasingly adopted due to their scalability and flexibility. These platforms are ideal for companies with varied and growing customer bases, offering real-time data access, system integrations, and accessibility from any location. This development contributes to dynamic and adaptive customer success strategies.
• Streamlined Omnichannel Support: Developments related to omnichannel support have made customer interactions smoother and qualitatively better. Many companies now offer a seamless experience by integrating different channels into one platform, providing support across multiple touchpoints.
• Data Privacy and Compliance Take Center Stage: With the increasing stringency of data privacy laws, CSM solutions are gradually shifting toward becoming compliance-oriented. This shift is reflected in the inclusion of data encryption, restricted access, and adherence to various regulations such as the recent GDPR. These measures help companies retain customer trust while avoiding legal complications.
• Increased Investment in Customer Success Teams: Increased investment in establishing and scaling customer success teams has led to significant improvements in customer engagement and retention. This includes specialized roles, training, and customer-success-enabling tools. The emergence of this trend signals a focused attention toward customer success.

The above developments are key drivers shaping the CSM market, enhancing customer interactions and support strategies. Leveraging these trends as strategic advantages will help your company meet the needs of target customers and drive business success.

Strategic Growth Opportunities for Customer Success Management Market

The development of technologies and the rise in customer expectations are driving strategic growth opportunities for CSM in several application areas. Identifying these opportunities can help organizations plan better for their customer success strategy and growth.

• Integration with CRM Systems: The integration of CSM with CRM systems provides a comprehensive understanding of customer interactions and data. Integrating CSM tools with existing CRM systems enables companies to track customer success metrics more effectively. This, in turn, helps in devising effective and personalized support strategies.
• Expansion into Emerging Markets: Expanding CSM solutions into emerging markets offers significant growth opportunities. As companies in these regions adopt digital tools and work to retain customers, there is an increasing demand for advanced CSM platforms that meet local needs and regulatory requirements.
• Development of Industry-Specific Solutions: Developing industry-specific CSM solutions allows organizations to address the unique challenges and needs in sectors such as healthcare, financial services, and technology. Tailored solutions have the potential to improve customer engagement and satisfaction by providing targeted support and resources.
• Growth of Subscription-Based Models: With the rise of subscription-based business models, CSM solutions must support recurring revenue management and customer retention. CSM tools focused on maximizing Customer Lifetime Value (CLV) and reducing churn will be in high demand for businesses operating under this model.
• Improved Customer Analytics: To drive growth, advanced customer analytics can provide valuable insights into customer behavioral patterns and preferences. By analyzing data from various customer touchpoints, companies can create strategies that foster customer success and enhance the overall customer experience.

These strategic growth opportunities highlight areas where the CSM market can further develop and innovate. Companies that leverage these opportunities will be better positioned to strengthen customer relationships and drive business growth.

Customer Success Management Market Driver and Challenges

Several drivers and challenges are influencing the CSM market, impacting its growth and development. Key drivers include technological advancements and changing customer expectations, while challenges pertain to conformance with regulations and complexities in integration.

The factors driving the customer success management market include:

• Better Technology: Innovations in technology, such as AI, machine learning, and cloud computing, are driving the CSM market. These advancements enhance the analysis of customer data, automate processes, and enable personalized support, which in turn improves customer success strategies.
• Increasing Focus on Customer Retention: Organizations are placing more emphasis on customer retention and long-term relationships. This increased focus on customer retention drives the demand for CSM solutions, which help manage customer interactions and improve customer satisfaction by reducing churn, contributing to business growth.
• Increased Subscription-Based Business Models: The rise in subscription-based models has led to a need for proper customer success strategies, as recurring revenue and customer satisfaction depend on them. CSM tools that support subscription-based business models help optimize customer lifetime value (CLV) and reduce churn.
• Demand for Personalized Customer Experience: Over time, there has been a growing demand for personalized and proactive customer support. As a result, CSM solutions that use data analytics to provide personalized interactions tailored to individual needs are in high demand, driving market growth.
• Expanding into International Markets: The expansion into international markets increases the demand for customer service management solutions to meet various customer requirements and comply with local regulations. This creates a need for scalable and adaptable CSM platforms.

Challenges in the customer success management market include:

• Regulatory Compliance: Complex data privacy regulations, such as GDPR and CCPA, make it challenging for CSM solutions to maintain compliance. Since the goal of CSM is effective customer support, compliance can only be achieved through strong data protection and adherence to legal requirements.
• Integration with Existing Systems: Integrating CSM tools with existing CRM and enterprise systems can be problematic. Seamless connectivity and data exchange among systems are required to maintain an integrated view of customer interactions and support.
• High Costs of Advanced CSM Solutions: The implementation costs of advanced CSM solutions are a significant concern for smaller organizations. Balancing investment in technology while considering budget constraints is a challenge many businesses face when improving customer success.

These drivers and challenges are shaping the customer success management market, particularly in terms of technology adoption, customer expectations, and regulatory compliance. Companies that effectively address these factors will be well-positioned to succeed in this evolving market.

List of Customer Success Management Companies

Companies in the market compete on the basis of product quality offered. Major players in this market focus on expanding their manufacturing facilities, R&D investments, infrastructural development, and leverage integration opportunities across the value chain. With these strategies customer success management companies cater increasing demand, ensure competitive effectiveness, develop innovative products & technologies, reduce production costs, and expand their customer base. Some of the customer success management companies profiled in this report include-

• Gainsight
• Salesforce.com
• UserIQ
• IBM
• Open Text

Customer Success Management by Segment

The study includes a forecast for the global customer success management by deployment mode, size of organization, application, end use, and region.

Customer Success Management Market by Deployment Mode [Analysis by Value from 2018 to 2030]:

• Cloud
• On premises

Customer Success Management Market by Size of Organization [Analysis by Value from 2018 to 2030]:

• Small and Medium Enterprise
• Large enterprise

Customer Success Management Market by Application [Analysis by Value from 2018 to 2030]:

• Sales and Marketing Management
• Customer Experience Management
• Risk and Compliance Management
• Others

Customer Success Management Market by End Use [Analysis by Value from 2018 to 2030]:

• Healthcare
• Retail
• BFSI
• Information Technology and Telecom
• Government
• Others

Customer Success Management Market by Region [Analysis by Value from 2018 to 2030]:

• North America
• Europe
• Asia Pacific
• The Rest of the World

Country Wise Outlook for the Customer Success Management Market

The rapid evolution of the CSM market in terms of technology, the changing customer expectations, and an increasing focus on long-term customer relationships have challenged companies in key markets to consider innovative strategies and tools that enhance customer experience and drive business growth. These trends reflect a global shift toward more proactive and personalized ways of engaging with customers.

• United States: The U.S. is making significant strides toward the inclusion of advanced analytics and artificial intelligence in the booming CSM market. With AI, companies can predict customer behaviors and provide personalized support accordingly. The automation of tools and customer-centric platforms boosts efficiency and satisfaction levels, while greater emphasis is placed on measuring and improving Customer Lifetime Value.
• China: The CSM market is gaining momentum in China as firms increasingly recognize that retaining customers is the key to success in these competitive times. Recent developments include the integration of localized CRM systems and customer support tools tailored to the Chinese market. Companies are embracing digital transformation and using big data to understand the behaviors and preferences of their customers. Seamless omnichannel experiences are critical to developing continuous customer satisfaction and loyalty.
• Germany: The CSM market in Germany shows strong trends toward data privacy and compliance. Companies are integrating CSM solutions that strictly adhere to stringent GDPR while offering broad customer insights. For customer success, the market has also seen an increased adoption of platforms that integrate with existing enterprise systems, providing a unified view of customer interactions and proactive management.
• India: According to IDC, India's CSM market is growing rapidly due to increasing business digitalization and the expansion of the service industry. Businesses in India are investing in scalable and flexible cloud-based CSM tools. Attention is also being given to developing customer success strategies for the fast-growing and diverse customer base. The rise of startups and technology companies is spurring innovation in new CSM technologies and their adoption.
• Japan: The CSM market in Japan is still in its early stages, with a focus on integrating advanced technologies and improving customer experience. Companies are using advanced analytics and AI-powered solutions to develop sophisticated systems that enhance their ability to provide exceptional customer support through predictive customer needs. There is also a trend toward personalization, with businesses tailoring customer success programs to better meet the specific preferences of Japanese consumers.

Features of the Global Customer Success Management Market

Market Size Estimates: Customer success management market size estimation in terms of value ($B).

Trend and Forecast Analysis: Market trends (2018 to 2023) and forecast (2024 to 2030) by various segments and regions.

Segmentation Analysis: Customer success management market size by various segments, such as by deployment mode, size of organization, application, end use, and region in terms of value ($B).

Regional Analysis: Customer success management market breakdown by North America, Europe, Asia Pacific, and Rest of the World.

Growth Opportunities: Analysis of growth opportunities in different deployment mode, size of organization, application, end use, and regions for the customer success management market.

Strategic Analysis: This includes M&A, new product development, and competitive landscape of the customer success management market.

Analysis of competitive intensity of the industry based on Porter's Five Forces model.

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This report answers following 11 key questions:

• Q.1. What are some of the most promising, high-growth opportunities for the customer success management market by deployment mode (cloud and on premises), size of organization (small and medium enterprise and large enterprise), application (sales and marketing management, customer experience management, risk and compliance management, and others), end use (healthcare, retail, BFSI, information technology and telecom, government, and others), and region (North America, Europe, Asia Pacific, and the Rest of the World)?
• Q.2. Which segments will grow at a faster pace and why?
• Q.3. Which region will grow at a faster pace and why?
• Q.4. What are the key factors affecting market dynamics? What are the key challenges and business risks in this market?
• Q.5. What are the business risks and competitive threats in this market?
• Q.6. What are the emerging trends in this market and the reasons behind them?
• Q.7. What are some of the changing demands of customers in the market?
• Q.8. What are the new developments in the market? Which companies are leading these developments?
• Q.9. Who are the major players in this market? What strategic initiatives are key players pursuing for business growth?
• Q.10. What are some of the competing products in this market and how big of a threat do they pose for loss of market share by material or product substitution?
• Q.11. What M&A activity has occurred in the last 5 years and what has its impact been on the industry?

Table of Contents

1. Executive Summary

2. Global Customer Success Management Market : Market Dynamics

• 2.1: Introduction, Background, and Classifications
• 2.2: Supply Chain
• 2.3: Industry Drivers and Challenges

3. Market Trends and Forecast Analysis from 2018 to 2030

• 3.1. Macroeconomic Trends (2018-2023) and Forecast (2024-2030)
• 3.2. Global Customer Success Management Market Trends (2018-2023) and Forecast (2024-2030)
• 3.3: Global Customer Success Management Market by Deployment Mode
  • 3.3.1: Cloud
  • 3.3.2: On premises
• 3.4: Global Customer Success Management Market by Size of Organization
  • 3.4.1: Small and Medium Enterprise
  • 3.4.2: Large enterprise
• 3.5: Global Customer Success Management Market by Application
  • 3.5.1: Sales and Marketing Management
  • 3.5.2: Customer Experience Management
  • 3.5.3: Risk and Compliance Management
  • 3.5.4: Others
• 3.6: Global Customer Success Management Market by End Use
  • 3.6.1: Healthcare
  • 3.6.2: Retail
  • 3.6.3: BFSI
  • 3.6.4: Information Technology and Telecom
  • 3.6.5: Government
  • 3.6.6: Others

4. Market Trends and Forecast Analysis by Region from 2018 to 2030

• 4.1: Global Customer Success Management Market by Region
• 4.2: North American Customer Success Management Market
  • 4.2.1: North American Market by Application: Sales and Marketing Management, Customer Experience Management, Risk and Compliance Management, and Others
  • 4.2.2: North American Market by End Use: Healthcare, Retail, BFSI, Information Technology and Telecom, Government, and Others
• 4.3: European Customer Success Management Market
  • 4.3.1: European Market by Application: Sales and Marketing Management, Customer Experience Management, Risk and Compliance Management, and Others
  • 4.3.2: European Market by End Use: Healthcare, Retail, BFSI, Information Technology and Telecom, Government, and Others
• 4.4: APAC Customer Success Management Market
  • 4.4.1: APAC Market by Application: Sales and Marketing Management, Customer Experience Management, Risk and Compliance Management, and Others
  • 4.4.2: APAC Market by End Use: Healthcare, Retail, BFSI, Information Technology and Telecom, Government, and Others
• 4.5: ROW Customer Success Management Market
  • 4.5.1: ROW Market by Application: Sales and Marketing Management, Customer Experience Management, Risk and Compliance Management, and Others
  • 4.5.2: ROW Market by End Use: Healthcare, Retail, BFSI, Information Technology and Telecom, Government, and Others

5. Competitor Analysis

• 5.1: Product Portfolio Analysis
• 5.2: Operational Integration
• 5.3: Porter's Five Forces Analysis

6. Growth Opportunities and Strategic Analysis

• 6.1: Growth Opportunity Analysis
  • 6.1.1: Growth Opportunities for the Global Customer Success Management Market by Deployment Mode
  • 6.1.2: Growth Opportunities for the Global Customer Success Management Market by Size of Organization
  • 6.1.3: Growth Opportunities for the Global Customer Success Management Market by Application
  • 6.1.4: Growth Opportunities for the Global Customer Success Management Market by End Use
  • 6.1.5: Growth Opportunities for the Global Customer Success Management Market by Region
• 6.2: Emerging Trends in the Global Customer Success Management Market
• 6.3: Strategic Analysis
  • 6.3.1: New Product Development
  • 6.3.2: Capacity Expansion of the Global Customer Success Management Market
  • 6.3.3: Mergers, Acquisitions, and Joint Ventures in the Global Customer Success Management Market
  • 6.3.4: Certification and Licensing

7. Company Profiles of Leading Players

• 7.1: Gainsight
• 7.2: Salesforce.com
• 7.3: UserIQ
• 7.4: IBM
• 7.5: Open Text