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Customer Success Management Market Size, Share, Growth & Forecast (2024-2032)
Customer Success Management Market Size Was Valued at USD 5.8 Billion in 2023, and is Projected to Reach USD 15.03 Billion by 2032, Growing at a CAGR of 11.16 % From 2024-2032.
IMR Group
Description
Customer Success Management Market Synopsis
Customer Success Management Market Size Was Valued at USD 5.8 Billion in 2023, and is Projected to Reach USD 15.03 Billion by 2032, Growing at a CAGR of 11.16 % From 2024-2032.
The Customer Success Management (CSM) market includes all products, services, and approaches to help companies maintain and build long-term customer loyalty and guarantee that particular clients accomplish their goals set with the help of products or services offered by a certain firm. It ranges from customer acquisition, maintenance, and development forms the concept of customer success that adopts new technologies like analytics, AI, and CRM.
The Customer Success Management market has been picking up steam with companies realizing that customer retention is much cheaper in the long run than customer acquisition. CSM is defined as an approach and process firms are employing to prevent customers from leaving, improve satisfaction, and increase loyalty, especially typically high-risk sectors such as SaaS, telecommunications, and financial services. Firms are shifting from support services-based models of responding to client’s issues to a customer’s outcome-oriented approach.
The new classification of the CSM environment is that it uses analytics and automation tools for forecasting customer behavior, analyzing satisfaction indicators, and presenting findings. Businesses have also deployed these technologies for such applications as account control; sales augmentation; and customer demand discovery. As organisations continue to focus more and more on their CLV and NRR, CSM will continue to experience growth in demand.
Customer Success Management Market Trend Analysis:
The Rise of AI-Driven Customer Success
Customer Success Management market has seen a major shift with the introduction of artificial intelligence. These AI systems are being used in order to manage massive data sets to enable organizations to understand what customers want, who is likely to churn, and offer required solutions in real time. Applications such as chats, bots, machine learning assist in facilitating interaction with customers, manage routine interactions and increase organization capabilities. It is doing so at the expense of constructing a more preventative and individualized approach to customer success management that arms support teams with the necessary tools to make decisions based on customer data.
Expansion into Small and Medium Businesses (SMBs)
The prospects for the Customer Success Management market are enormous in the SMB segment, which until recently has been using unsophisticated customer support services. Thus, today, as CSM platforms become more affordable and accessible to SMBs, these enterprises can apply high-end approaches to implement customer retention safely. Hence, vendors providing solutions with economies of scale for the SMB market leverage opportunities in providing better growth line for these businesses and beating large enterprises.
Customer Success Management Market Segment Analysis:
Customer Success Management Market Segmented on the basis of component, application, industry vertical, and region.
By Component, Software segment is expected to dominate the market during the forecast period
CSM is segmented by Software, and this segment is expected to be the biggest in the market because of qualities such as customer data management, efficient operations, and insights provided. The efficient software solutions are easily connectable with the CRM and ERP to escalate the real-time analyzing, customer health score & task management. The use of these tools assists organizations to be ready to deal with needs that customer present, ensure the right engagement with them and also minimized on churn. Due to a growing need for the data-driven approach to customer success management, the use of complex CSM software will experience strong growth.
By Application, Customer Experience Management segment expected to held the largest share
CEM segment is expected to have the largest market share in CSM market place. While customer experience is today considered one of the key elements of business management strategies, many companies are willing to develop products that would improve customer experiences. CEM tools complement the customer success platforms to offer a comprehensive customer journey map to organizations, thus, helping them tailor the successful encounters. This segment’s majority indicates that CEM is increasingly becoming integrated with general success techniques.
Customer Success Management Market Regional Insights:
North America is Expected to Dominate the Market Over the Forecast period
The Customer Success Management market in North America is expected to show the highest growth during the period mainly due to the region’s emphasis on digital growth strategies. The geography of the area consists of a large amount of technology-oriented businesses and innovative CSM technologies. CS related solutions have gained popularity in industries like SaaS, healthcare where the firms are using it to improve customer satisfaction.
The availability of major participants and the strong technical ecosystem also drives the growth of this market across North America. Also, the ongoing focus on data and subsequently on analytics-based decision making and more customer-centric approaches also suit the current state of CSM technologies that are in line with regional trends. That trend will persist over the years and North America is likely to remain leading the global market for CSM due to an increasing emphasis placed on the customer success management strategies by business firms.
Active Key Players in the Customer Success Management Market:
Amity (Canada)
AppsFlyer (USA)
ChurnZero (USA)
ClientSuccess (USA)
Gainsight (USA)
HubSpot (USA)
Intercom (USA)
Natero (USA)
Planhat (Sweden)
Salesforce (USA)
SAP SE (Germany)
SmartKarrot (USA)
Totango (USA)
UserIQ (USA)
WalkMe (Israel)
Other Active Players
Chapter 1: Introduction
1.1 Scope and Coverage
Chapter 2:Executive Summary
Chapter 3: Market Landscape
3.1 Market Dynamics
3.1.1 Drivers
3.1.2 Restraints
3.1.3 Opportunities
3.1.4 Challenges
3.2 Market Trend Analysis
3.3 PESTLE Analysis
3.4 Porter’s Five Forces Analysis
3.5 Industry Value Chain Analysis
3.6 Ecosystem
3.7 Regulatory Landscape
3.8 Price Trend Analysis
3.9 Patent Analysis
3.10 Technology Evolution
3.11 Investment Pockets
3.12 Import-Export Analysis
Chapter 4: Customer Success Management Market by Component
4.1 Customer Success Management Market Snapshot and Growth Engine
4.2 Customer Success Management Market Overview
4.3 Software Services Professional Services Consulting System Integration and Implementation Support and Maintenance Managed Services
4.3.1 Introduction and Market Overview
4.3.2 Historic and Forecasted Market Size in Value USD and Volume Units (2017-2032F)
4.3.3 Key Market Trends, Growth Factors and Opportunities
4.3.4 Software Services Professional Services Consulting System Integration and Implementation Support and Maintenance Managed Services: Geographic Segmentation Analysis
Chapter 5: Customer Success Management Market by Application
5.1 Customer Success Management Market Snapshot and Growth Engine
5.2 Customer Success Management Market Overview
5.3 Sales and ing Management Customer Experience Management Risk and Compliance Management Other Applications
5.3.1 Introduction and Market Overview
5.3.2 Historic and Forecasted Market Size in Value USD and Volume Units (2017-2032F)
5.3.3 Key Market Trends, Growth Factors and Opportunities
5.3.4 Sales and ing Management Customer Experience Management Risk and Compliance Management Other Applications: Geographic Segmentation Analysis
Chapter 6: Customer Success Management Market by Industry Vertical
6.1 Customer Success Management Market Snapshot and Growth Engine
6.2 Customer Success Management Market Overview
6.3 Healthcare Retail BFSI IT and Telecommunications Government Other
6.3.1 Introduction and Market Overview
6.3.2 Historic and Forecasted Market Size in Value USD and Volume Units (2017-2032F)
6.3.3 Key Market Trends, Growth Factors and Opportunities
6.3.4 Healthcare Retail BFSI IT and Telecommunications Government Other: Geographic Segmentation Analysis
Chapter 7: Company Profiles and Competitive Analysis
7.1 Competitive Landscape
7.1.1 Competitive Benchmarking
7.1.2 Customer Success Management Market Share by Manufacturer (2023)
7.1.3 Industry BCG Matrix
7.1.4 Heat Map Analysis
7.1.5 Mergers and Acquisitions
7.2 AMITY (CANADA)
7.2.1 Company Overview
7.2.2 Key Executives
7.2.3 Company Snapshot
7.2.4 Role of the Company in the Market
7.2.5 Sustainability and Social Responsibility
7.2.6 Operating Business Segments
7.2.7 Product Portfolio
7.2.8 Business Performance
7.2.9 Key Strategic Moves and Recent Developments
7.2.10 SWOT Analysis
7.3 APPSFLYER (USA)
7.4 CHURNZERO (USA)
7.5 CLIENTSUCCESS (USA)
7.6 GAINSIGHT (USA)
7.7 HUBSPOT (USA)
7.8 INTERCOM (USA)
7.9 NATERO (USA)
7.10 PLANHAT (SWEDEN)
7.11 SALESFORCE (USA)
7.12 SAP SE (GERMANY)
7.13 SMARTKARROT (USA)
7.14 TOTANGO (USA)
7.15 USERIQ (USA)
7.16 WALKME (ISRAEL)
7.17 OTHER ACTIVE PLAYERS
Chapter 8: Global Customer Success Management Market By Region
8.1 Overview
8.2. North America Customer Success Management Market
8.2.1 Key Market Trends, Growth Factors and Opportunities
8.2.2 Top Key Companies
8.2.3 Historic and Forecasted Market Size by Segments
8.2.4 Historic and Forecasted Market Size By Component
8.2.4.1 Software Services Professional Services Consulting System Integration and Implementation Support and Maintenance Managed Services
8.2.5 Historic and Forecasted Market Size By Application
8.2.5.1 Sales and ing Management Customer Experience Management Risk and Compliance Management Other Applications
8.2.6 Historic and Forecasted Market Size By Industry Vertical
8.2.6.1 Healthcare Retail BFSI IT and Telecommunications Government Other
8.2.7 Historic and Forecast Market Size by Country
8.2.7.1 US
8.2.7.2 Canada
8.2.7.3 Mexico
8.3. Eastern Europe Customer Success Management Market
8.3.1 Key Market Trends, Growth Factors and Opportunities
8.3.2 Top Key Companies
8.3.3 Historic and Forecasted Market Size by Segments
8.3.4 Historic and Forecasted Market Size By Component
8.3.4.1 Software Services Professional Services Consulting System Integration and Implementation Support and Maintenance Managed Services
8.3.5 Historic and Forecasted Market Size By Application
8.3.5.1 Sales and ing Management Customer Experience Management Risk and Compliance Management Other Applications
8.3.6 Historic and Forecasted Market Size By Industry Vertical
8.3.6.1 Healthcare Retail BFSI IT and Telecommunications Government Other
8.3.7 Historic and Forecast Market Size by Country
8.3.7.1 Russia
8.3.7.2 Bulgaria
8.3.7.3 The Czech Republic
8.3.7.4 Hungary
8.3.7.5 Poland
8.3.7.6 Romania
8.3.7.7 Rest of Eastern Europe
8.4. Western Europe Customer Success Management Market
8.4.1 Key Market Trends, Growth Factors and Opportunities
8.4.2 Top Key Companies
8.4.3 Historic and Forecasted Market Size by Segments
8.4.4 Historic and Forecasted Market Size By Component
8.4.4.1 Software Services Professional Services Consulting System Integration and Implementation Support and Maintenance Managed Services
8.4.5 Historic and Forecasted Market Size By Application
8.4.5.1 Sales and ing Management Customer Experience Management Risk and Compliance Management Other Applications
8.4.6 Historic and Forecasted Market Size By Industry Vertical
8.4.6.1 Healthcare Retail BFSI IT and Telecommunications Government Other
8.4.7 Historic and Forecast Market Size by Country
8.4.7.1 Germany
8.4.7.2 UK
8.4.7.3 France
8.4.7.4 The Netherlands
8.4.7.5 Italy
8.4.7.6 Spain
8.4.7.7 Rest of Western Europe
8.5. Asia Pacific Customer Success Management Market
8.5.1 Key Market Trends, Growth Factors and Opportunities
8.5.2 Top Key Companies
8.5.3 Historic and Forecasted Market Size by Segments
8.5.4 Historic and Forecasted Market Size By Component
8.5.4.1 Software Services Professional Services Consulting System Integration and Implementation Support and Maintenance Managed Services
8.5.5 Historic and Forecasted Market Size By Application
8.5.5.1 Sales and ing Management Customer Experience Management Risk and Compliance Management Other Applications
8.5.6 Historic and Forecasted Market Size By Industry Vertical
8.5.6.1 Healthcare Retail BFSI IT and Telecommunications Government Other
8.5.7 Historic and Forecast Market Size by Country
8.5.7.1 China
8.5.7.2 India
8.5.7.3 Japan
8.5.7.4 South Korea
8.5.7.5 Malaysia
8.5.7.6 Thailand
8.5.7.7 Vietnam
8.5.7.8 The Philippines
8.5.7.9 Australia
8.5.7.10 New Zealand
8.5.7.11 Rest of APAC
8.6. Middle East & Africa Customer Success Management Market
8.6.1 Key Market Trends, Growth Factors and Opportunities
8.6.2 Top Key Companies
8.6.3 Historic and Forecasted Market Size by Segments
8.6.4 Historic and Forecasted Market Size By Component
8.6.4.1 Software Services Professional Services Consulting System Integration and Implementation Support and Maintenance Managed Services
8.6.5 Historic and Forecasted Market Size By Application
8.6.5.1 Sales and ing Management Customer Experience Management Risk and Compliance Management Other Applications
8.6.6 Historic and Forecasted Market Size By Industry Vertical
8.6.6.1 Healthcare Retail BFSI IT and Telecommunications Government Other
8.6.7 Historic and Forecast Market Size by Country
8.6.7.1 Turkiye
8.6.7.2 Bahrain
8.6.7.3 Kuwait
8.6.7.4 Saudi Arabia
8.6.7.5 Qatar
8.6.7.6 UAE
8.6.7.7 Israel
8.6.7.8 South Africa
8.7. South America Customer Success Management Market
8.7.1 Key Market Trends, Growth Factors and Opportunities
8.7.2 Top Key Companies
8.7.3 Historic and Forecasted Market Size by Segments
8.7.4 Historic and Forecasted Market Size By Component
8.7.4.1 Software Services Professional Services Consulting System Integration and Implementation Support and Maintenance Managed Services
8.7.5 Historic and Forecasted Market Size By Application
8.7.5.1 Sales and ing Management Customer Experience Management Risk and Compliance Management Other Applications
8.7.6 Historic and Forecasted Market Size By Industry Vertical
8.7.6.1 Healthcare Retail BFSI IT and Telecommunications Government Other
8.7.7 Historic and Forecast Market Size by Country
8.7.7.1 Brazil
8.7.7.2 Argentina
8.7.7.3 Rest of SA
Chapter 9 Analyst Viewpoint and Conclusion
9.1 Recommendations and Concluding Analysis
9.2 Potential Market Strategies
Chapter 10 Research Methodology
10.1 Research Process
10.2 Primary Research
10.3 Secondary Research
Q1: What would be the forecast period in the Customer Success Management Market research report?
A1: The forecast period in the Customer Success Management Market research report is 2024-2032.
Q2: Who are the key players in the Customer Success Management Market?
A2: Amity (Canada), AppsFlyer (USA), ChurnZero (USA), ClientSuccess (USA), Gainsight (USA), HubSpot (USA), Intercom (USA), Natero (USA), Planhat (Sweden), Salesforce (USA), SAP SE (Germany), SmartKarrot (USA), Totango (USA), UserIQ (USA), WalkMe (Israel), Other Active Players.
Q3: What are the segments of the Customer Success Management Market?
A3: The Customer Success Management Market is segmented into Component, Application, Industry Verticals and Regions. By Component, the market is categorized into Software, Services, Professional Services, Consulting System, Integration and Implementation Support, and Maintenance Managed Services. By Application, the market is categorized into Sales and Marketing Management, Customer Experience Management, Risk and Compliance Management, Other Applications. By Industry Vertical, the market is categorized into Healthcare, Retail, BFSI IT, and Telecommunications, Government, Other. By region, it is analyzed across North America (U.S.; Canada; Mexico), Eastern Europe (Russia; Bulgaria; The Czech Republic; Hungary; Poland; Romania; Rest of Eastern Europe), Western Europe (Germany; UK; France; Netherlands; Italy; Spain; Rest of Western Europe), Asia-Pacific (China; India; Japan; Southeast Asia, etc.), South America (Brazil; Argentina, etc.), Middle East & Africa (Saudi Arabia; South Africa, etc.).
Q4: What is the Customer Success Management Market?
A4: The Customer Success Management (CSM) market includes all products, services, and approaches to help companies maintain and build long-term customer loyalty and guarantee that particular clients accomplish their goals set with the help of products or services offered by a certain firm. It ranges from customer acquisition, maintenance, and development forms the concept of customer success that adopts new technologies like analytics, AI, and CRM.
Q5: How big is the Customer Success Management Market?
A5: Customer Success Management Market Size Was Valued at USD 5.8 Billion in 2023, and is Projected to Reach USD 15.03 Billion by 2032, Growing at a CAGR of 11.16 % From 2024-2032.
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