客戶成功軟體市場規模、佔有率、成長分析，按組件、按部署模式、按公司規模、按應用程式、按最終用途、按地區 - 行業預測，2025-2032 年

2023年全球客戶成功軟體市場規模為14億美元，從2024年的17.1億美元成長到2032年的85.7億美元，預計複合年成長率為22.3%。

客戶成功軟體市場是由企業迫切需要提高客戶維繫和最大限度地減少客戶流失所推動的，而企業對以客戶為中心的策略的日益關注也推動了這一需求。客戶行為分析的見解使企業能夠提供個人化服務並提高忠誠度。主要趨勢包括人工智慧和機器學習的採用、對客戶參與的關注以及整合平台的激增。在 Gainsight、Salesforce 和 Totango 等知名企業的支持下，北美地區將在 2022 年成為最大的市場佔有率持有者。雖然轉向基於雲端基礎的解決方案為許多組織提供了靈活性、高實施成本和複雜的整合挑戰，導致一些組織考慮更實惠的選擇。這種競爭格局凸顯了在競爭環境中採取主動的客戶成功舉措的必要性。

目錄

介紹

• 研究目的
• 調查範圍
• 定義

調查方法

• 資訊採購
• 二手資料和主要資料方法
• 市場規模預測
• 市場假設與限制

執行摘要

• 全球市場展望
• 供需趨勢分析
• 按細分市場的機會分析

市場動態及展望

• 市場概況
• 市場規模
• 市場動態
  • 促進因素和機遇
  • 抑制因素和挑戰
• 波特的分析

主要市場考察

• 關鍵成功因素
• 競爭程度
• 主要投資機會
• 市場生態系統
• 市場吸引力指數（2024年）
• PESTEL分析
• 宏觀經濟指標
• 價值鏈分析
• 價格分析
• 專利分析
• 案例研究分析
• 供應鏈分析

客戶成功軟體市場規模：依組件分類

• 市場概況
• 平台
• 服務
  • 專業服務
  • 諮詢
  • 系統整合與實施
  • 支援與維護
  • 託管服務

客戶成功軟體市場規模：依部署模式

• 市場概況
• 本地
• 雲

客戶成功軟體市場規模：依公司規模

• 市場概況
• 小型企業
• 主要企業

客戶成功軟體市場規模：依應用分類

• 市場概況
• 銷售和行銷最佳化
• 風險與合規管理
• 客戶區隔
• 客戶服務
• 報告與分析
• 客戶引導
• 其他用途

客戶成功軟體市場規模：依最終用途

• 市場概況
• BFSI
• 零售與電子商務
• 通訊/IT
• 製造業
• 運輸/物流
• 政府和國防
• 醫療保健和生命科學
• 媒體和娛樂
• 旅行和招待
• 其他

客戶成功軟體市場規模

• 北美洲
  • 美國
  • 加拿大
• 歐洲
  • 德國
  • 西班牙
  • 法國
  • 英國
  • 義大利
  • 其他歐洲國家地區
• 亞太地區
  • 中國
  • 印度
  • 日本
  • 韓國
  • 其他亞太地區
• 拉丁美洲
  • 巴西
  • 其他拉丁美洲地區
• 中東/非洲
  • 海灣合作理事會國家
  • 南非
  • 其他中東/非洲

競爭資訊

• 前5名企業對比
• 主要企業市場定位（2024年）
• 主要市場參與者所採取的策略
• 近期市場趨勢
• 公司市場佔有率分析（2024年）
• 主要企業簡介
  • 公司簡介
  • 產品系列分析
  • 按細分市場分類的佔有率分析
  • 收益與前一年同期比較（2022-2024）

主要企業簡介

• Salesforce
• Totango
• ClientSuccess
• Strikedeck
• Planhat
• ChurnZero
• UserIQ
• Catalyst
• Akita
• CustomerSuccessBox
• Amity
• Bolstra
• Kapta
• CustomerGauge
• ClientFlow
• Appuri
• SmartKarrot

結論和建議

Global Customer Success Software Market size was valued at USD 1.4 billion in 2023 and is poised to grow from USD 1.71 billion in 2024 to USD 8.57 billion by 2032, growing at a CAGR of 22.3% during the forecast period (2025-2032).

The Customer Success Software market is driven by the pressing need for businesses to enhance customer retention and minimize churn, underscored by an increasing focus on customer-centric strategies. Insights derived from customer behavior analysis empower companies to deliver personalized services, fostering loyalty. Key trends include the adoption of AI and machine learning, an emphasis on customer engagement, and the surge of integrated platforms. North America emerged as the largest market share holder in 2022, bolstered by prominent players like Gainsight, Salesforce, and Totango. While the shift to cloud-based solutions provides flexibility, high implementation costs and complex integration pose challenges for many organizations, leading some to consider more affordable options. This landscape underscores the imperative for proactive customer success initiatives in a competitive environment.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Customer Success Software market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Customer Success Software Market Segmental Analysis

Global Customer Success Software Market is segmented by Component, Deployment Mode, Enterprise Size, Application, End-use and region. Based on Component, the market is segmented into Platforms and Services. Based on Deployment Mode, the market is segmented into On-premises and Cloud. Based on Enterprise Size, the market is segmented into SMEs and Large Enterprises. Based on Application, the market is segmented into Sales and marketing optimization, Risk and compliance management, Customer segmentation, Customer service, Reporting and analytics, Customer onboarding and Other applications. Based on End-use, the market is segmented into BFSI, Retail and E-commerce, Telecommunications and IT, Manufacturing, Transportation and Logistics, Government and Defense, Healthcare and Life Sciences, Media and Entertainment, Travel and Hospitality and Others. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global Customer Success Software Market

A key driver propelling the global customer success software market is the rising demand for solutions focused on customer engagement and retention. Organizations are increasingly aware that customer satisfaction plays a vital role in promoting growth and enhancing revenue streams. As a result, many are channeling investments into customer success software to effectively manage their interactions with clients and foster positive outcomes. This type of software enables businesses to gather and analyze customer feedback, gain real-time insights into customer behavior and preferences, and create tailored experiences. As the focus on customer retention intensifies, the demand for customer success software is projected to surge, thereby fueling significant market expansion.

Restraints in the Global Customer Success Software Market

One significant constraint facing the global customer success software market is the pressing concern regarding data privacy and security. Given that customer success software fundamentally depends on the collection and analysis of sensitive customer information, businesses must adhere to stringent data privacy regulations and ensure robust protection measures for this data. Non-compliance can lead to severe consequences, including reputational harm, legal challenges, and diminished customer trust, which can hinder the widespread acceptance of these software solutions. This challenge is especially pronounced in highly regulated sectors such as healthcare and finance, where adherence to privacy standards is critically important.

Market Trends of the Global Customer Success Software Market

The Global Customer Success Software market is witnessing a significant trend towards the integration of artificial intelligence (AI) and machine learning (ML) technologies. This shift is largely driven by the need for businesses to automate customer interactions, gain actionable insights from vast data pools, and streamline processes to enhance overall customer experience. As organizations increasingly recognize the importance of customer retention and engagement, the demand for intelligent customer success solutions is surging. Enhanced capabilities brought by AI and ML not only enable precise targeting and personalized communication but also foster proactive support, allowing businesses to stay competitive in a rapidly evolving marketplace.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

• Information Procurement
• Secondary & Primary Data Methods
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis
• Patent Analysis
• Case Study Analysis
• Supply Chain Analysis

Global Customer Success Software Market Size by Component & CAGR (2025-2032)

• Market Overview
• Platforms
• Services
  • Professional Services
  • Consulting
  • System Integration and Implementation
  • Support and Maintenance
  • Managed Services

Global Customer Success Software Market Size by Deployment Mode & CAGR (2025-2032)

• Market Overview
• On-premises
• Cloud

Global Customer Success Software Market Size by Enterprise Size & CAGR (2025-2032)

• Market Overview
• SMEs
• Large Enterprises

Global Customer Success Software Market Size by Application & CAGR (2025-2032)

• Market Overview
• Sales and marketing optimization
• Risk and compliance management
• Customer segmentation
• Customer service
• Reporting and analytics
• Customer onboarding
• Other applications

Global Customer Success Software Market Size by End-use & CAGR (2025-2032)

• Market Overview
• BFSI
• Retail and E-commerce
• Telecommunications and IT
• Manufacturing
• Transportation and Logistics
• Government and Defense
• Healthcare and Life Sciences
• Media and Entertainment
• Travel and Hospitality
• Others

Global Customer Success Software Market Size & CAGR (2025-2032)

• North America (Component, Deployment Mode, Enterprise Size, Application, End-use)
  • US
  • Canada
• Europe (Component, Deployment Mode, Enterprise Size, Application, End-use)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Component, Deployment Mode, Enterprise Size, Application, End-use)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Component, Deployment Mode, Enterprise Size, Application, End-use)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Component, Deployment Mode, Enterprise Size, Application, End-use)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• Salesforce
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Totango
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• ClientSuccess
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Strikedeck
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Planhat
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• ChurnZero
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• UserIQ
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Catalyst
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Akita
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• CustomerSuccessBox
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Amity
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Bolstra
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Kapta
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• CustomerGauge
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• ClientFlow
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Appuri
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• SmartKarrot
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations