Customer Success Platforms Market by Component, Application (Sales and Marketing Optimization, Risk and Compliance Management, Reporting and Analytics), Deployment Mode, Organization Size, Vertical, and Region - Global Forecast to 2025
[306 Pages Report] The global customer success platforms market size is expected to grow from USD 1.0 billion in 2020 to USD 2.5 billion by 2025, at a Compound Annual Growth Rate (CAGR) of 20.4% during the forecast period. Growing demand for advanced analytical-based solutions to monitor customer scores and reduce churn rates and advent of cloud computing in customer success to drive the growth of customer success platforms market. Data security and privacy concerns and difficulty in synchronizing CX data collected from different touchpoints within different domains are one of the major challenges in the customer success platforms market. Moreover, data aggregation and synchronization from multiple silos as one of the key restraining factor in the market.
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COVID-19 Impact on Global Customer Success Platforms Market
COVID-19 would have an impact on all the elements of the technology sector. The global ICT spending is estimated to decline by 4%–5% by the end of 2020. The hardware business is predicted to have the most impact on the IT industry. Due to the slowdown of hardware supply and reduced manufacturing capacity, IT infrastructure growth has slowed down. Businesses providing platforms and services are also expected to slow down for a short span of time. However, the adoption of collaborative applications, analytics, security solutions, and AI is set to increase in the remaining part of the year.
In a short time, the COVID-19 outbreak has affected markets and customers' behavior, and substantially impacted economies and societies. With offices, educational institutions, and manufacturing facilities shutting down for an indefinite period; major sports and events being postponed; and work-from-home and social distancing policies in effect, businesses are increasingly looking for technologies to assist them in these difficult times. Analytics professionals, business intelligence professionals, and professionals providing expertise in advanced analytics such as AI and ML are called for their expertise to help executives make business decisions on how to respond to new business challenges caused by the COVID-19 outbreak. From the silent generation to baby boomers using Zoom for the first time, to legacy-reliant organizations modernizing in cloud, there is a huge wave of ‘digital acceleration’ building toward a ‘new normal.’ The efficient remote working is being observed across verticals that previously thought it is impossible. The work-life balance may be strange, but employees are now being trusted more openly by their employers to work from home in an environment that suits their needs. In light of this monumental shift to remote working and cloud-based technologies, the long-term effects of COVID-19 as a catalyst for change in all aspects of life would be profound, and a strong instance of this can be found in the contact center industry.
Businesses are opting for customer success platforms for managing voluminous customer data and meeting customer expectations. Industries such as eCommerce, logistics, online learning, food delivery, and online business collaboration are witnessing a huge spike in their business, which is straining the limits of their customer-facing or internal applications. Businesses are facing the immediate need to speed up and scale out their applications, for which one of the fastest approaches is to deploy customer success platforms. The customer success platforms market is witnessing huge demand due to the increase in need to unified customer view and reduce churn rates during the COVID-19 crisis.
Market Dynamics
Driver: Advent of cloud computing in customer success
The demand for cloud-based solutions is increasing due to the reliable, scalable, flexible, and efficient IT management nature of these solutions. Small enterprises are keen on adopting advanced solutions to combine real-time self-service analytics with cloud-based solutions and enhance the market growth in the fastest possible time with minimal capital investments. Cloud-based customer success platforms provide highly scalable tools that offer easy data storage and access. The advent of cloud-based solutions is driving automation and improving the predictive accuracy of customer success. This, in turn, addresses various key challenges, including data collection and reporting, decision-making, and data optimization, thereby providing better insights to companies and Customer Success Managers (CSMs). The adoption of cloud-based customer success platforms has driven the adoption of customer success platforms among small enterprises and is expected to increase due to continuous Research and Development (R&D) investments by vendors. By deploying appropriate cloud-based solutions, organizations proactively address the concerns related to real-time optimization and make faster decisions, thereby improving the overall operational efficiency.
Restraint: Data aggregation and synchronization from multiple silos
The aggregation of data across channels, managed by different departments, may pose restraints to distributed companies. Businesses gather significant amounts of data related to customer behavior and expectations in order to enhance the customer feedback process. The contact between companies and customers generates data, and when the data is not synchronized with other technologies, organizations face problems in synchronizing a large amount of information in a structured format. According to stats published by Acxiom in 2017, 70% of marketers admit that they have suboptimal or no ability to integrate customer data between online and offline sources.
Data is collected from multiple silos, such as company websites, web, mobiles, social media, and emails, and businesses have to categorize it based on customer needs and expectations. This gathered data differs from one another, making it difficult for organizations to combine it, since it has to be structured in different forms. Customer success is not helpful when the organizational data is not synchronized. A large amount of structured and unstructured data requires significant resources, such as money, time, and expertise, to analyze. Hence, it is difficult to synchronize the customer data in a general format from each touch point.
Opportunity: Emergence of AI and ML to better monitor customer journey
With the rising competition, organizations are embracing advanced technologies, such as AI and ML, to stay ahead of their competitors. AI has numerous applications in the field of customer success, such as churn prediction, customer behavior analysis, and customer journey monitoring. AI can make CRMs and customer success applications smarter through the use of advanced algorithms. These systems are capable of generating automated insights about issues and behaviors for helping companies understand their customers. Furthermore, AI-embedded chatbots can improve customer experience and satisfaction, resulting in enhanced revenue and profits.
Without being explicitly programmed, ML-enabled customer success platforms utilize data to generate accurate insights. The systems sense customer preferences and suggest appropriate solutions to trigger their behavior. ML-enabled customer success systems can also improve workflow by initializing personalized customer interactions. With respect to customer success, these leading technologies can tap into numerous latent areas to intensify customer success.
Challenge: Difficulty in synchronizing CX data collected from different touchpoints within different domains
It is extremely important to exchange the data extracted out of multiple sources across different domains in organizations. If there is a certain change needed in the product by a customer and it is not well correlated with the manufacturing and research domain of the organization, it can create disinterest in the mind of the customer for the product. As a result of consistent growth and the complexity of touchpoints in the customer feedback process, businesses gather significant amounts of data related to customer behavior and expectations. Customers’ contacts with companies generate data, and when the data is not synchronized with other technologies, organizations face problems related to synchronizing this large amount of information in a structured format. Data is collected from different touchpoints, and businesses have to categorize it based on customer needs and expectations. Data collected from different touchpoints, such as company websites, web, mobiles, social media, and emails differ from one another, making it difficult for organizations to combine them together since they have to be structured in different forms. A large amount of structured and unstructured data requires significant resources, such as money, time, and expertise to analyze. Thus, it is difficult to synchronize the customer data in general format from each touchpoint.
By component, the services segment is expected to record the higher market growth rate during the forecast period
By component, the customer success platforms market is segmented into platforms and services. The services segment is expected to record higher growth rate during the forecast period. With customer data increasing day-by-day, it becomes essential for enterprises to adopt customer success services for addressing marketing requirements in the continuously evolving customer global demand landscape. The services segment is further categorized into two major types: professional services and managed services. These services help organizations streamline their marketing operations.
By application, the sales and marketing optimization segment to account for the highest market share during the forecast period
In the customer success platforms market by application, the sales and marketing segment is expected to have the largest market share during the forecast period. Customer success platforms have emerged as crucial elements in sales and marketing optimization, as they allow marketers and sales executives to directly engage with their target audience based on insights gathered from data. The platforms provide visibility around customer activities, including their onboarding status, adoption trends, and health scores. It allows them to have all the data, while interacting with customers, which enables them to provide a personalized experience.
North America to account for the largest market size during the forecast period
North America is expected to hold the largest market size in the global customer success platforms market during the forecast period. The increasing demand for advance analytical-based solutions to monitor customer journey and reduce churn rates would fuel the demand for customer success platforms in North America. The advent of cloud computing in customer success, and increasing in data volume dur to growing digitalization are some of the factors driving the market growth in Europe. APAC is expected to record the fastest growth rate during the forecast period. The adoption of customer success technology by different verticals, such as BFSI and IT and telecom, is expected to contribute to the growth of the market in APAC region. The increasing number of players across different regions is further expected to drive the customer success platforms market.
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Key Market Players
Salesforce (US), Cisco (US), HubSpot (US), Gainsight (US), Freshworks (US), Totango (US), Amity (Canada), Strikedeck (US), ChurnZero (US), SmartKarrot (US), ClientSuccess (US), Bolstra (US), UserIQ (US), Planhat (Sweden), Salesmachine (US), Catalyst (US), AppsForOps (Australia), Armatic (US), CustomerSuccessBox (US), Clientshare (UK), Wootric (US), ZoomInfo (US), Akita (Ireland), Intercom (US), WalkMe (US), and Custify (Romania).
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Report Metric |
Details |
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Market size available for years |
2014–2025 |
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Base year considered |
2019 |
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Forecast period |
2020–2025 |
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Forecast units |
Billion (USD) |
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Segments covered |
Component (Platforms & Services), Services, Application, Deployment Mode, Organization Size, Vertical, and Region |
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Geographies covered |
North America, Europe, APAC, MEA, and Latin America |
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Companies covered |
Salesforce (US), Cisco(US), HubSpot (US), Gainsight (US), Freshworks (US), Totango (US), Amity (Canada), Strikedeck (US), ChurnZero (US), SmartKarrot (US), ClientSuccess (US), Bolstra (US), UserIQ (US), Planhat (Sweden), Salesmachine (US), Catalyst (US), AppsForOps (Australia), Armatic (US), CustomerSuccessBox (US), Clientshare (UK), Wootric (US), ZoomInfo (US), Akita (Ireland), Intercom (US), WalkMe (US), and Custify (Romania) |
Get online access to the report on the World's First Market Intelligence Cloud
- Easy to Download Historical Data & Forecast Numbers
- Company Analysis Dashboard for high growth potential opportunities
- Research Analyst Access for customization & queries
- Competitor Analysis with Interactive dashboard
- Latest News, Updates & Trend analysis
Request Sample Scope of the Report
Get online access to the report on the World's First Market Intelligence Cloud
- Easy to Download Historical Data & Forecast Numbers
- Company Analysis Dashboard for high growth potential opportunities
- Research Analyst Access for customization & queries
- Competitor Analysis with Interactive dashboard
- Latest News, Updates & Trend analysis
The research report categorizes the customer success platformsmarket to forecast the revenues and analyze trends in each of the following subsegments:
By Component
- Platforms
- Services
- Professional Services
- Consulting
- System Integration and Implementation
- Support and Maintenance
- Managed Services
- Professional Services
By Application
- Sales and Marketing Optimization
- Reporting and Analytics
- Customer Segmentation
- Risk and Compliance Management
- Customer Service
- Customer Onboarding
- Others (revenue management, customer engagement, workflow management, and project administration)
By Deployment Mode
- Cloud
- On-premises
By Organization Size
- SMEs
- Large Enterprises
By Vertical
- BFSI
- Retail and eCommerce
- Healthcare and Life Sciences
- Transportation and Logistics
- Government and Public Sector
- Energy and Utilities
- IT and Telecom
- Manufacturing
- Others (education, Media and Entertainment, and Travel and Hosptality)
By Region
- North America
- Europe
- APAC
- MEA
- Latin America
Recent Developments
- In May 2020, Gainsight, the Customer Success company announced the first complete customer success ecosystem—Gainsight Sightline, the only community-enhanced customer success technology exchange in the market.
- In April 2020, HubSpot, launched CMS Hub — a content management system that offers speed, security, and scalability to rapidly growing businesses. CMS Hub comprises two tiers, Enterprise and Professional, giving companies the freedom to choose a CMS offering best suited to their stage of growth.
- In February 2020, Salesforce acquired Evergage, a personalization and customer data platform provider that offers real-time, cross-channel personalization, and ML capabilities through its solutions. The acquisition would complement Salesforce Marketing Cloud’s robust customer data, audience segmentation, and engagement platform, enabling companies to deliver more relevant experiences during the moments of interactions across the entire customer journey.
- In July 2019, HubSpot announced that it offers free email creation, sending, and analytics as part of the free HubSpot CRM. HubSpot provides users the tools they need to see the full view of the customer journey and ultimately provide a more cohesive front end experience for their customers..
- In May 2019, Gainsight, the customer success company, announced today Pulse+, a digital subscription service for professional development, community, and career fellowship in the customer success market.
Frequently Asked Questions (FAQ):
What is customer success platforms?
Customer success platforms are defined as the technological process used by organizations to create a unique, 360-degree view of customers based on data captured from multiple channels, including offline as well as online channels, such as mobiles, web, Customer Relationship Management (CRM) applications, social media, third-party apps, and emails. The solutions have applications across numerous areas, including sales and marketing management, CEM, risk and compliance management, and customer service.
According to SmartKarrot, a customer success platforms is a single unified platform that connects 360-degree views to actionable insights across the customer journey. The platform offers an innovative approach to customer engagement, retention, revenue growth, and lifetime value. Moreover, the platform enables the personalization engine to be used by the end users and automates multi-channel campaigns to enhance customer data.
Who are the key vendors in the customer success platforms market?
The major key vendors operating in the market include Salesforce (US), Cisco(US), HubSpot (US), Gainsight (US), Freshworks (US), Totango (US), Amity (Canada), Strikedeck (US), ChurnZero (US), SmartKarrot (US), ClientSuccess (US), Bolstra (US), UserIQ (US), Planhat (Sweden), Salesmachine (US), Catalyst (US), AppsForOps (Australia), Armatic (US), CustomerSuccessBox (US), Clientshare (UK), Wootric (US), ZoomInfo (US), Akita (Ireland), Intercom (US), WalkMe (US), and Custify (Romania). These vendors have adopted different types of organic and inorganic growth strategies such as new product launches, product enhancements, partnerships, and mergers and acquisitions.
Which countries are considered in the European region?
The report includes an analysis of the UK, Germany, and France in the European region.
Which are the type of deployments considered in the customer success platforms market?
The type of deployments considered in the customer success platforms market include cloud, and on-premises.
Does this report include the impact of COVID-19 on the customer success platforms market?
Yes, the report includes the impact of COVID-19 on customer success platforms market. It illustrates the pre- and post- COVID-19 market scenario. It also throws light on the regional impact of COVID-19 in the customer success platforms market. .
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TABLE OF CONTENTS
1 INTRODUCTION (Page No. - 39)
1.1 INTRODUCTION TO COVID-19
1.2 COVID-19 HEALTH ASSESSMENT
FIGURE 1 COVID-19: GLOBAL PROPAGATION
FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES
1.3 COVID-19 ECONOMIC ASSESSMENT
FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020
1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT
FIGURE 4 FACTORS IMPACTING GLOBAL ECONOMY
FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF THE GLOBAL ECONOMY
1.4 OBJECTIVES OF THE STUDY
1.5 MARKET DEFINITION
1.5.1 INCLUSIONS AND EXCLUSIONS
1.6 MARKET SCOPE
1.6.1 MARKET SEGMENTATION
1.6.2 REGIONS COVERED
1.6.3 YEARS CONSIDERED FOR STUDY
1.7 CURRENCY CONSIDERED
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2017–2019
1.8 STAKEHOLDERS
1.9 SUMMARY OF CHANGES
2 RESEARCH METHODOLOGY (Page No. - 49)
2.1 RESEARCH DATA
FIGURE 6 CUSTOMER SUCCESS PLATFORMS MARKET: RESEARCH DESIGN
2.1.1 SECONDARY DATA
2.1.2 PRIMARY DATA
TABLE 2 PRIMARY INTERVIEWS
2.1.2.1 Breakup of primary profiles
2.1.2.2 Key industry insights
2.2 MARKET BREAKUP AND DATA TRIANGULATION
FIGURE 7 DATA TRIANGULATION
2.3 MARKET SIZE ESTIMATION
FIGURE 8 CUSTOMER SUCCESS PLATFORMS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES
2.3.1 TOP-DOWN APPROACH
2.3.2 BOTTOM-UP APPROACH
FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY ̶ APPROACH 1 (SUPPLY SIDE): REVENUE OF PLATFORMS/SERVICES OF THE MARKET
FIGURE 10 MARKET SIZE ESTIMATION METHODOLOGY ̶ APPROACH 2 BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE OF ALL PLATFORMS/SERVICES OF THE MARKET
FIGURE 11 MARKET SIZE ESTIMATION METHODOLOGY—APPROACH 3—BOTTOM-UP (DEMAND SIDE): SHARE OF CUSTOMER SUCCESS PLATFORMS THROUGH OVERALL CUSTOMER SUCCESS PLATFORMS SPENDING
2.4 MARKET FORECAST
TABLE 3 FACTOR ANALYSIS
2.5 COMPANY EVALUATION MATRIX METHODOLOGY
FIGURE 12 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE
2.6 STARTUP/SME COMPETITIVE EVALUATION QUADRANT METHODOLOGY
FIGURE 13 STARTUP/SME COMPANY EVALUATION QUADRANT: CRITERIA WEIGHTAGE
2.7 ASSUMPTIONS FOR THE STUDY
2.8 LIMITATIONS OF THE STUDY
2.9 IMPLICATIONS OF COVID-19 ON CUSTOMER SUCCESS PLATFORMS MARKET
3 EXECUTIVE SUMMARY (Page No. - 64)
TABLE 4 GLOBAL CUSTOMER SUCCESS PLATFORMS MARKET SIZE AND GROWTH RATE, 2015–2019 (USD MILLION, Y-O-Y %)
TABLE 5 GLOBAL MARKET SIZE AND GROWTH RATE, 2019–2025 (USD MILLION, Y-O-Y %)
FIGURE 14 PLATFORMS SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020
FIGURE 15 PROFESSIONAL SERVICES SEGMENT TO HOLD A HIGHER MARKET SHARE IN 2020
FIGURE 16 SYSTEM INTEGRATION AND IMPLEMENTATION SEGMENT TO HOLD THE LARGEST MARKET SIZE IN 2020
FIGURE 17 SALES AND MARKETING OPTIMIZATION SEGMENT TO HOLD THE HIGHEST MARKET SHARE IN 2020
FIGURE 18 CLOUD SEGMENT TO HOLD A HIGHER MARKET SHARE IN 2020
FIGURE 19 LARGE ENTERPRISES SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020
FIGURE 20 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL TO HOLD THE HIGHEST MARKET SHARE IN 2020
FIGURE 21 NORTH AMERICA TO HOLD THE HIGHEST MARKET SHARE AND ASIA PACIFIC TO GROW AT THE HIGHEST CAGR IN THE CUSTOMER SUCCESS PLATFORMS MARKET IN 2020
4 PREMIUM INSIGHTS (Page No. - 70)
4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER SUCCESS PLATFORMS MARKET
FIGURE 22 GROWING DEMAND FOR ADVANCED ANALYTICAL-BASED SOLUTIONS TO MONITOR CUSTOMER SCORES AND REDUCE CHURN RATE TO DRIVE THE GROWTH OF THE MARKET
4.2 MARKET: TOP 3 APPLICATION
FIGURE 23 REPORTING AND ANALYTICS SEGMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD
4.3 MARKET: BY COMPONENT AND TOP 3 VERTICAL
FIGURE 24 PLATFORMS SEGMENT AND BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL TO HOLD HIGH MARKET SHARES IN 2020
4.4 MARKET: BY REGION
FIGURE 25 NORTH AMERICA TO HOLD THE HIGHEST MARKET SHARE IN 2020
5 MARKET OVERVIEW (Page No. - 73)
5.1 INTRODUCTION
5.2 MARKET DYNAMICS
FIGURE 26 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CUSTOMER SUCCESS PLATFORMS MARKET
5.2.1 DRIVERS
5.2.1.1 Advent of cloud computing in customer success
5.2.1.2 Growing demand for advance analytical-based solutions to monitor customer scores and reduce churn rates
5.2.1.3 Increasing data volume due to growing digitalization
5.2.1.4 Rising need to plan better customer engagement strategies through omnichannel
5.2.2 RESTRAINTS
5.2.2.1 Data aggregation and synchronization from multiple silos
5.2.2.2 Data privacy laws and protection of customer data from cyberattacks and breaches
5.2.3 OPPORTUNITIES
5.2.3.1 Emergence of AI and ML to better monitor customer journey
5.2.3.2 Increasing investments by startups in identifying growth opportunities
5.2.4 CHALLENGES
5.2.4.1 Data security and privacy concerns
5.2.4.2 Difficulty in synchronizing CX data collected from different touchpoints within different domains
5.2.4.3 Extensive time required for creating promotional marketing campaigns
5.2.5 CUMULATIVE GROWTH ANALYSIS
5.3 CUSTOMER SUCCESS PROCESS
FIGURE 27 FLOW DIAGRAM: CUSTOMER SUCCESS PROCESS
5.4 CASE STUDY ANALYSIS
5.4.1 INTRODUCTION
5.4.1.1 Use case: Scenario 1
5.4.1.2 Use case: Scenario 2
5.4.1.3 Use case: Scenario 3
5.4.1.4 Use case: Scenario 4
5.5 PATENT ANALYSIS
5.6 SUPPLY CHAIN ANALYSIS
FIGURE 28 SUPPLY CHAIN ANALYSIS
5.7 TECHNOLOGY ANALYSIS
5.7.1 CUSTOMER SUCCESS PLATFORMS AND ARTIFICIAL INTELLIGENCE
5.7.2 CUSTOMER SUCCESS PLATFORMS AND PREDICTIVE ANALYTICS
5.8 REGULATORY COMPLIANCES
5.8.1 GENERAL DATA PROTECTION REGULATION
5.8.2 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996
5.8.3 GOVERNANCE, RISK, AND COMPLIANCE
5.8.4 EUROPEAN UNION DATA PROTECTION REGULATION
5.8.5 CAN-SPAM ACT
5.9 PRICING MODEL ANALYSIS
5.10 PORTER’S FIVE FORCE ANALYSIS
FIGURE 29 PORTER’S FIVE FORCE ANALYSIS
5.10.1 THREAT OF NEW ENTRANTS
5.10.2 THREAT OF SUBSTITUTES
5.10.3 BARGAINING POWER OF SUPPLIERS
5.10.4 BARGAINING POWER OF BUYERS
5.10.5 INTENSITY OF COMPETITIVE RIVALRY
6 CUSTOMER SUCCESS PLATFORMS MARKET: COVID-19 IMPACT (Page No. - 91)
FIGURE 30 MARKET TO WITNESS A MINOR DECLINE BETWEEN 2020 AND 2021
7 CUSTOMER SUCCESS PLATFORMS MARKET, BY COMPONENT (Page No. - 93)
7.1 INTRODUCTION
7.1.1 COMPONENT: COVID-19 IMPACT
7.1.2 COMPONENTS: MARKET DRIVERS
FIGURE 31 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
TABLE 6 MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
TABLE 7 MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
7.2 PLATFORMS
TABLE 8 PLATFORMS: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 9 SOLUTIONS: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
7.3 SERVICES
FIGURE 32 MANAGED SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD
TABLE 10 MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
TABLE 11 MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
TABLE 12 SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 13 SERVICES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
7.3.1 PROFESSIONAL SERVICES
FIGURE 33 CONSULTING SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD
TABLE 14 PROFESSIONAL SERVICES: MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)
TABLE 15 PROFESSIONAL SERVICES: MARKET SIZE, BY TYPE, 2019–2025 (USD MILLION)
TABLE 16 PROFESSIONAL SERVICES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 17 PROFESSIONAL SERVICES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
7.3.1.1 Consulting
TABLE 18 CONSULTING: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 19 CONSULTING: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
7.3.1.2 System Integration and Implementation
TABLE 20 SYSTEM INTEGRATION AND IMPLEMENTATION: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 21 SYSTEM INTEGRATION AND IMPLEMENTATION: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
7.3.1.3 Support and maintenance
TABLE 22 SUPPORT AND MAINTENANCE: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 23 SUPPORT AND MAINTENANCE: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
7.3.2 MANAGED SERVICES
TABLE 24 MANAGED SERVICES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 25 MANAGED SERVICES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
8 CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION (Page No. - 106)
8.1 INTRODUCTION
8.1.1 APPLICATIONS: COVID-19 IMPACT
8.1.2 APPLICATIONS: MARKET DRIVERS
FIGURE 34 REPORTING AND ANALYTICS TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD
TABLE 26 MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION)
TABLE 27 MARKET SIZE, BY APPLICATION, 2019–2025 (USD MILLION)
8.2 SALES AND MARKETING OPTIMIZATION
TABLE 28 SALES AND MARKETING OPTIMIZATION: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 29 SALES AND MARKETING OPTIMIZATION: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
8.3 RISK AND COMPLIANCE MANAGEMENT
TABLE 30 RISK AND COMPLIANCE MANAGEMENT: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 31 RISK AND COMPLIANCE MANAGEMENT: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
8.4 CUSTOMER SEGMENTATION
TABLE 32 CUSTOMER SEGMENTATION: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 33 CUSTOMER SEGMENTATION: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
8.5 CUSTOMER SERVICE
TABLE 34 CUSTOMER SERVICE: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 35 CUSTOMER SERVICE: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
8.6 REPORTING AND ANALYTICS
TABLE 36 REPORTING AND ANALYTICS: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 37 REPORTING AND ANALYTICS: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
8.7 CUSTOMER ONBOARDING
TABLE 38 CUSTOMER ONBOARDING: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 39 CUSTOMER ONBOARDING: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
8.8 OTHER APPLICATIONS
TABLE 40 OTHER APPLICATIONS: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 41 OTHER APPLICATIONS: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
9 CUSTOMER SUCCESS PLATFORMS MARKET, BY DEPLOYMENT MODE (Page No. - 117)
9.1 INTRODUCTION
9.1.1 DEPLOYMENT MODE: COVID-19 IMPACT
9.1.2 DEPLOYMENT MODE: MARKET DRIVERS
FIGURE 35 ON-PREMISES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD
TABLE 42 MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION)
TABLE 43 MARKET SIZE, BY DEPLOYMENT MODE, 2019–2025 (USD MILLION)
9.2 CLOUD
TABLE 44 CLOUD: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 45 CLOUD: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
9.3 ON-PREMISES
TABLE 46 ON-PREMISES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 47 ON-PREMISES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
10 CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE (Page No. - 122)
10.1 INTRODUCTION
10.1.1 ORGANIZATION SIZE: COVID-19 IMPACT
10.1.2 ORGANIZATION SIZE: MARKET DRIVERS
FIGURE 36 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD
TABLE 48 MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
TABLE 49 MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
10.2 SMALL AND MEDIUM-SIZED ENTERPRISES
TABLE 50 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 51 SMALL AND MEDIUM-SIZED ENTERPRISES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
10.3 LARGE ENTERPRISES
TABLE 52 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
TABLE 53 LARGE ENTERPRISES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
11 CUSTOMER SUCCESS PLATFORMS MARKET, BY VERTICAL (Page No. - 127)
11.1 INTRODUCTION
11.1.1 VERTICALS: COVID-19 IMPACT
11.1.2 VERTICALS: MARKET DRIVERS
FIGURE 37 HEALTHCARE AND LIFE SCIENCES VERTICAL TO REGISTER THE HIGHEST CAGR DURING FORECAST PERIOD
TABLE 54 MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
TABLE 55 MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
11.2 BANKING, FINANCIAL SERVICES AND INSURANCE
TABLE 56 BANKING, FINANCIAL SERVICES AND INSURANCE: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
TABLE 57 BANKING, FINANCIAL SERVICES AND INSURANCE: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
11.3 IT AND TELECOM
TABLE 58 IT AND TELECOM: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
TABLE 59 IT AND TELECOM: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
11.4 RETAIL AND ECOMMERCE
TABLE 60 RETAIL AND ECOMMERCE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
TABLE 61 RETAIL AND ECOMMERCE: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
11.5 MANUFACTURING
TABLE 62 MANUFACTURING: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
TABLE 63 MANUFACTURING: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
11.6 HEALTHCARE AND LIFE SCIENCES
TABLE 64 HEALTHCARE AND LIFE SCIENCES: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
TABLE 65 HEALTHCARE AND LIFE SCIENCES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
11.7 TRANSPORTATION AND LOGISTICS
TABLE 66 TRANSPORTATION AND LOGISTICS: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
TABLE 67 TRANSPORTATION AND LOGISTICS: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
11.8 GOVERNMENT AND PUBLIC SECTOR
TABLE 68 GOVERNMENT AND PUBLIC SECTOR: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
TABLE 69 GOVERNMENT AND PUBLIC SECTOR: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
11.9 ENERGY AND UTILITIES
TABLE 70 ENERGY AND UTILITIES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
TABLE 71 ENERGY AND UTILITIES: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
11.10 OTHER VERTICALS
TABLE 72 OTHER VERTICALS: MARKET SIZE, BY REGION, 2016–2019 (USD MILLION)
TABLE 73 OTHER VERTICALS: MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
12 CUSTOMER SUCCESS PLATFORMS MARKET, BY REGION (Page No. - 141)
12.1 INTRODUCTION
FIGURE 38 INDIA TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD
FIGURE 39 ASIA PACIFIC TO ACCOUNT FOR THE HIGHEST CAGR DURING THE FORECAST PERIOD
TABLE 74 MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)
TABLE 75 MARKET SIZE, BY REGION, 2019–2025 (USD MILLION)
12.2 NORTH AMERICA
12.2.1 NORTH AMERICA: MARKET DRIVERS
12.2.2 NORTH AMERICA: COVID-19 IMPACT
12.2.3 NORTH AMERICA: REGULATORY IMPLICATIONS
12.2.4 UNITED STATES SECURITIES AND EXCHANGE COMMISSION
12.2.5 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001
12.2.6 CALIFORNIA CONSUMER PRIVACY ACT
12.2.7 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996
FIGURE 40 NORTH AMERICA: MARKET SNAPSHOT
TABLE 76 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
TABLE 77 NORTH AMERICA: MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
TABLE 78 NORTH AMERICA: MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
TABLE 79 NORTH AMERICA: MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
TABLE 80 NORTH AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION)
TABLE 81 NORTH AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
TABLE 82 NORTH AMERICA: MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION)
TABLE 83 NORTH AMERICA: MARKET SIZE, BY APPLICATION, 2019–2025 (USD MILLION)
TABLE 84 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION)
TABLE 85 NORTH AMERICA: MARKET SIZE, BY DEPLOYMENT MODE, 2019–2025 (USD MILLION)
TABLE 86 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
TABLE 87 NORTH AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
TABLE 88 NORTH AMERICA: MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
TABLE 89 NORTH AMERICA: MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
TABLE 90 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
TABLE 91 NORTH AMERICA: MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
12.2.8 UNITED STATES
12.2.9 CANADA
12.3 EUROPE
12.3.1 EUROPE: MARKET DRIVERS
12.3.2 EUROPE: COVID-19 IMPACT
12.3.3 EUROPE: REGULATORY IMPLICATIONS
12.3.4 GENERAL DATA PROTECTION REGULATION
TABLE 92 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
TABLE 93 EUROPE: MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
TABLE 94 EUROPE: MARKET SIZE, BY SERVICE, 2016–2019 (USD MILLION)
TABLE 95 EUROPE: MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
TABLE 96 EUROPE: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION)
TABLE 97 EUROPE: MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
TABLE 98 EUROPE: MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION)
TABLE 99 EUROPE: MARKET SIZE, BY APPLICATION, 2019–2025 (USD MILLION)
TABLE 100 EUROPE: MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION)
TABLE 101 EUROPE: MARKET SIZE, BY DEPLOYMENT MODE, 2019–2025 (USD MILLION)
TABLE 102 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
TABLE 103 EUROPE: MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
TABLE 104 EUROPE: MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
TABLE 105 EUROPE: MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
TABLE 106 EUROPE: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
TABLE 107 EUROPE: MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
12.3.5 UNITED KINGDOM
12.3.6 GERMANY
12.3.7 FRANCE
12.3.8 REST OF EUROPE
12.4 ASIA PACIFIC
12.4.1 ASIA PACIFIC: CUSTOMER SUCCESS PLATFORMS MARKET DRIVERS
12.4.2 ASIA PACIFIC: COVID-19 IMPACT
12.4.3 ASIA PACIFIC: REGULATORY IMPLICATIONS
12.4.4 PERSONAL DATA PROTECTION ACT
FIGURE 41 ASIA PACIFIC: MARKET SNAPSHOT
TABLE 108 ASIA PACIFIC: MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
TABLE 109 ASIA PACIFIC: CUSTOMER SUCCESS PLATFORM MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
TABLE 110 ASIA PACIFIC: MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
TABLE 111 ASIA PACIFIC: MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
TABLE 112 ASIA PACIFIC: MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2019 (USD MILLION)
TABLE 113 ASIA PACIFIC: MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
TABLE 114 ASIA PACIFIC: MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION)
TABLE 115 ASIA PACIFIC: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY APPLICATION, 2019–2025 (USD MILLION)
TABLE 116 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION)
TABLE 117 ASIA PACIFIC: MARKET SIZE, BY DEPLOYMENT MODE, 2019–2025 (USD MILLION)
TABLE 118 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
TABLE 119 ASIA PACIFIC: MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
TABLE 120 ASIA PACIFIC: CUSTOMER SUCCESS PLATFORM MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
TABLE 121 ASIA PACIFIC: MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
TABLE 122 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
TABLE 123 ASIA PACIFIC: MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
12.4.5 CHINA
12.4.6 JAPAN
12.4.7 INDIA
12.4.8 REST OF ASIA PACIFIC
12.5 MIDDLE EAST AND AFRICA
12.5.1 MIDDLE EAST AND AFRICA: CUSTOMER SUCCESS PLATFORMS MARKET DRIVERS
12.5.2 MIDDLE EAST AND AFRICA: COVID-19 IMPACT
12.5.3 MIDDLE EAST AND AFRICA: REGULATORY IMPLICATIONS
12.5.4 PERSONAL DATA PROTECTION LAW
TABLE 124 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
TABLE 125 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
TABLE 126 MIDDLE EAST AND AFRICA: CUSTOMER SUCCESS PLATFORM MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
TABLE 127 MIDDLE EAST AND AFRICA: MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
TABLE 128 MIDDLE EAST AND AFRICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2016–2019 (USD MILLION)
TABLE 129 MIDDLE EAST AND AFRICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
TABLE 130 MIDDLE EAST AND AFRICA: MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION)
TABLE 131 MIDDLE EAST AND AFRICA: MARKET SIZE, BY APPLICATION, 2019–2025 (USD MILLION)
TABLE 132 MIDDLE EAST AND AFRICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION)
TABLE 133 MIDDLE EAST AND AFRICA: MARKET SIZE, BY DEPLOYMENT MODE, 2019–2025 (USD MILLION)
TABLE 134 MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
TABLE 135 MIDDLE EAST AND AFRICA: MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
TABLE 136 MIDDLE EAST AND AFRICA:MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
TABLE 137 MIDDLE EAST AND AFRICA: CUSTOMER SUCCESS PLATFORMS SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
TABLE 138 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
TABLE 139 MIDDLE EAST AND AFRICA: MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
12.5.5 KINGDOM OF SAUDI ARABIA
12.5.6 UNITED ARAB EMIRATES
12.5.7 SOUTH AFRICA
12.5.8 REST OF MIDDLE EAST
12.6 LATIN AMERICA
12.6.1 LATIN AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET DRIVERS
12.6.2 LATIN AMERICA: COVID-19
12.6.3 LATIN AMERICA: REGULATORY IMPLICATIONS
12.6.4 FEDERAL LAW ON PROTECTION OF PERSONAL DATA HELD BY INDIVIDUALS
TABLE 140 LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)
TABLE 141 LATIN AMERICA: MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION)
TABLE 142 LATIN AMERICA: MARKET SIZE, BY SERVICE, 2015–2019 (USD MILLION)
TABLE 143 LATIN AMERICA: MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION)
TABLE 144 LATIN AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION)
TABLE 145 LATIN AMERICA: MARKET SIZE, BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION)
TABLE 146 LATIN AMERICA: MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION)
TABLE 147 LATIN AMERICA: CUSTOMER SUCCESS PLATFORM MARKET SIZE, BY APPLICATION, 2019–2025 (USD MILLION)
TABLE 148 LATIN AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION)
TABLE 149 LATIN AMERICA: MARKET SIZE, BY DEPLOYMENT MODE, 2019–2025 (USD MILLION)
TABLE 150 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)
TABLE 151 LATIN AMERICA: MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION)
TABLE 152 LATIN AMERICA: MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION)
TABLE 153 LATIN AMERICA: MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION)
TABLE 154 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)
TABLE 155 LATIN AMERICA: MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION)
12.6.5 BRAZIL
12.6.6 MEXICO
12.6.7 REST OF LATIN AMERICA
13 COMPETITIVE LANDSCAPE (Page No. - 189)
13.1 OVERVIEW
13.2 MARKET EVALUATION FRAMEWORK
FIGURE 42 MARKET EVALUATION FRAMEWORK
13.3 MARKET SHARE, 2020
FIGURE 43 MARKET SHARE OF KEY PLAYERS, 2020
13.4 HISTORIC REVENUE ANALYSIS OF KEY MARKET PLAYERS
13.4.1 INTRODUCTION
FIGURE 44 HISTORIC FIVE-YEAR REVENUE ANALYSIS OF KEY MARKET PLAYERS, 2015-2019
13.5 KEY MARKET DEVELOPMENTS
13.5.1 NEW PRODUCT LAUNCHES AND PRODUCT ENHANCEMENTS
TABLE 156 NEW PRODUCT LAUNCHES AND PRODUCT ENHANCEMENTS, 2018–2020
13.5.2 BUSINESS EXPANSIONS
TABLE 157 BUSINESS EXPANSIONS, 2018–2020
13.5.3 MERGERS AND ACQUISITIONS
TABLE 158 MERGERS AND ACQUISITIONS, 2018–2020
13.5.4 PARTNERSHIPS, AGREEMENTS, CONTRACTS, AND COLLABORATIONS
TABLE 159 PARTNERSHIPS, AGREEMENTS, CONTRACTS, AND COLLABORATIONS, 2019–2020
13.6 COMPANY EVALUATION MATRIX DEFINITIONS AND METHODOLOGY
FIGURE 45 RANKING OF KEY PLAYERS, 2020
13.6.1 STAR
13.6.2 EMERGING LEADERS
13.6.3 PERVASIVE
13.6.4 PARTICIPANTS
13.7 COMPANY EVALUATION MATRIX, 2020
FIGURE 46 CUSTOMER SUCCESS PLATFORMS MARKET (GLOBAL), COMPANY EVALUATION MATRIX, 2020
13.7.1 STRENGTH OF PRODUCT PORTFOLIO FOR TOP PLAYERS IN THE MARKET
FIGURE 47 PRODUCT PORTFOLIO ANALYSIS OF TOP PLAYERS IN THE MARKET
13.7.2 BUSINESS STRATEGY EXCELLENCE FOR TOP PLAYERS IN THE MARKET
FIGURE 48 BUSINESS STRATEGY EXCELLENCE FOR TOP PLAYERS IN THE MARKET
13.8 STARTUP/SME EVALUATION MATRIX, 2020
13.8.1 PROGRESSIVE COMPANIES
13.8.2 RESPONSIVE COMPANIES
13.8.3 DYNAMIC COMPANIES
13.8.4 STARTING BLOCKS
FIGURE 49 CUSTOMER SUCCESS PLATFORMS MARKET (GLOBAL), STARTUP/SME EVALUATION MATRIX, 2020
13.8.5 STRENGTH OF PRODUCT PORTFOLIOS FOR STARTUPS IN THE MARKET
FIGURE 50 PRODUCT PORTFOLIO ANALYSIS OF TOP STARTUPS IN THE MARKET
13.8.6 BUSINESS STRATEGY EXCELLENCE FOR STARTUPS IN THE MARKET
FIGURE 51 BUSINESS STRATEGY EXCELLENCE OF TOP STARTUPS IN THE MARKET
14 COMPANY PROFILES (Page No. - 207)
14.1 INTRODUCTION
14.2 KEY PLAYERS
(Business and financial overview, Solutions and services offered, COVID-19 developments, Recent developments, MNM view, Key strengths/right to win, Strategic choices made, and Weaknesses and competitive threats)*
14.2.1 SALESFORCE
FIGURE 52 SALESFORCE: COMPANY SNAPSHOT
14.2.2 CISCO
FIGURE 53 CISCO: COMPANY SNAPSHOT
14.2.3 HUBSPOT
FIGURE 54 HUBSPOT: COMPANY SNAPSHOT
14.2.4 GAINSIGHT
14.2.5 FRESHWORKS
14.2.6 TOTANGO
14.2.7 AMITY
14.2.8 STRIKEDECK
14.2.9 USERIQ
14.2.10 PLANHAT
14.2.11 CLIENTSUCCESS
14.2.12 SALESMACHINE
14.2.13 CLIENTSHARE
14.2.14 WOOTRIC
14.2.15 ZOOMINFO
14.2.16 AKITA
14.2.17 INTERCOM
14.2.18 WALKME
14.3 STARTUP/ SME PROFILES
14.3.1 CHURNZERO
14.3.2 SMARTKARROT
14.3.3 BOLSTRA
14.3.4 CATALYST
14.3.5 APPSFOROPS
14.3.6 ARMATIC
14.3.7 CUSTOMERSUCCESSBOX
14.3.8 CUSTIFY
*Details on Business and financial overview, Solutions and services offered, COVID-19 developments, Recent developments, MNM view, Key strengths/right to win, Strategic choices made, and Weaknesses and competitive threats might not be captured in case of unlisted companies.
15 ADJACENT AND RELATED MARKETS (Page No. - 247)
15.1 INTRODUCTION
15.1.1 CUSTOMER DATA PLATFORM MARKET
TABLE 160 CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 161 SERVICES: CUSTOMER DATA PLATFORM MARKET SIZE, BY TYPE, 2018–2025 (USD MILLION)
TABLE 162 CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
TABLE 163 CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
TABLE 164 CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION, 2020–2025 (USD MILLION)
TABLE 165 CUSTOMER DATA PLATFORM MARKET SIZE, BY INDUSTRY VERTICAL, 2020–2025 (USD MILLION)
TABLE 166 CUSTOMER DATA PLATFORM MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)
TABLE 167 NORTH AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
TABLE 168 NORTH AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY SERVICE, 2020–2025 (USD MILLION)
TABLE 169 NORTH AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION, 2020–2025 (USD MILLION)
TABLE 170 NORTH AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE, 2020–2025 (USD MILLION)
TABLE 171 NORTH AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
TABLE 172 NORTH AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY INDUSTRY VERTICAL, 2020–2025 (USD MILLION)
TABLE 173 NORTH AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION)
TABLE 174 EUROPE: CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 175 EUROPE: CUSTOMER DATA PLATFORM MARKET SIZE, BY SERVICE, 2018–2025 (USD MILLION)
TABLE 176 EUROPE: CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
TABLE 177 EUROPE: CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
TABLE 178 EUROPE: CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
TABLE 179 EUROPE: CUSTOMER DATA PLATFORM MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
TABLE 180 EUROPE: CUSTOMER DATA PLATFORM MARKET SIZE, BY COUNTRY, 2018–2025 (USD MILLION)
TABLE 181 ASIA PACIFIC: CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)
TABLE 182 ASIA PACIFIC: CUSTOMER DATA PLATFORM MARKET SIZE, BY SERVICE, 2020–2025 (USD MILLION)
TABLE 183 ASIA PACIFIC: CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION, 2020–2025 (USD MILLION)
TABLE 184 ASIA PACIFIC: CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE, 2020–2025 (USD MILLION)
TABLE 185 ASIA PACIFIC: CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)
TABLE 186 ASIA PACIFIC: CUSTOMER DATA PLATFORM MARKET SIZE, BY INDUSTRY VERTICAL, 2020–2025 (USD MILLION)
TABLE 187 ASIA PACIFIC: CUSTOMER DATA PLATFORM MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION)
TABLE 188 MIDDLE EAST AND AFRICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 189 MIDDLE EAST AND AFRICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY SERVICE, 2018–2025 (USD MILLION)
TABLE 190 MIDDLE EAST AND AFRICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
TABLE 191 MIDDLE EAST AND AFRICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
TABLE 192 MIDDLE EAST AND AFRICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
TABLE 193 MIDDLE EAST AND AFRICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
TABLE 194 MIDDLE EAST AND AFRICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY COUNTRY, 2018–2025 (USD MILLION)
TABLE 195 LATIN AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 196 LATIN AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY SERVICE, 2018–2025 (USD MILLION)
TABLE 197 LATIN AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
TABLE 198 LATIN AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
TABLE 199 LATIN AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
TABLE 200 LATIN AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
TABLE 201 LATIN AMERICA: CUSTOMER DATA PLATFORM MARKET SIZE, BY COUNTRY, 2018–2025 (USD MILLION)
15.1.2 CUSTOMER ANALYTICS MARKET
TABLE 202 CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 203 SOLUTIONS: CUSTOMER ANALYTICS MARKET SIZE, BY TYPE, 2018–2025 (USD MILLION)
TABLE 204 SOLUTIONS: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 205 DATA MANAGEMENT/EXTRACT, TRANSFORM, LOAD MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 206 VOICE OF CUSTOMER MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 207 SOCIAL MEDIA ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 208 ANALYTICAL TOOLS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 209 DASHBOARD AND REPORTING MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 210 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY TYPE, 2018–2025 (USD MILLION)
TABLE 211 SERVICES: CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 212 PROFESSIONAL SERVICES MARKET SIZE, BY TYPE, 2018–2025 (USD MILLION)
TABLE 213 PROFESSIONAL SERVICES MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 214 MANAGED SERVICES MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 215 CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
TABLE 216 CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
TABLE 217 CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
TABLE 218 CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE, 2018–2025 (USD MILLION)
TABLE 219 CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
TABLE 220 CUSTOMER ANALYTICS MARKET SIZE, BY REGION, 2018–2025 (USD MILLION)
TABLE 221 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 222 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY SOLUTION, 2018–2025 (USD MILLION)
TABLE 223 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY SERVICE, 2018–2025 (USD MILLION)
TABLE 224 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2018–2025 (USD MILLION)
TABLE 225 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
TABLE 226 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
TABLE 227 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
TABLE 228 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE, 2018–2025 (USD MILLION)
TABLE 229 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
TABLE 230 NORTH AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY COUNTRY, 2018–2025 (USD MILLION)
TABLE 231 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 232 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY SOLUTION, 2018–2025 (USD MILLION)
TABLE 233 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY SERVICE, 2018–2025 (USD MILLION)
TABLE 234 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2018–2025 (USD MILLION)
TABLE 235 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
TABLE 236 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
TABLE 237 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
TABLE 238 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE, 2018–2025 (USD MILLION)
TABLE 239 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
TABLE 240 EUROPE: CUSTOMER ANALYTICS MARKET SIZE, BY COUNTRY, 2018–2025 (USD MILLION)
TABLE 241 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 242 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY SOLUTION, 2018–2025 (USD MILLION)
TABLE 243 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY SERVICE, 2018–2025 (USD MILLION)
TABLE 244 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2018–2025 (USD MILLION)
TABLE 245 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
TABLE 246 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
TABLE 247 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
TABLE 248 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE, 2018–2025 (USD MILLION)
TABLE 249 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
TABLE 250 ASIA PACIFIC: CUSTOMER ANALYTICS MARKET SIZE, BY COUNTRY, 2018–2025 (USD MILLION)
TABLE 251 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 252 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE, BY SOLUTION, 2018–2025 (USD MILLION)
TABLE 253 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE, BY SERVICE, 2018–2025 (USD MILLION)
TABLE 254 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2018–2025 (USD MILLION)
TABLE 255 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
TABLE 256 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
TABLE 257 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
TABLE 258 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE, 2018–2025 (USD MILLION)
TABLE 259 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
TABLE 260 MIDDLE EAST AND AFRICA: CUSTOMER ANALYTICS MARKET SIZE, BY COUNTRY, 2018–2025 (USD MILLION)
TABLE 261 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY COMPONENT, 2018–2025 (USD MILLION)
TABLE 262 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY SOLUTION, 2018–2025 (USD MILLION)
TABLE 263 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY SERVICE, 2018–2025 (USD MILLION)
TABLE 264 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY PROFESSIONAL SERVICE, 2018–2025 (USD MILLION)
TABLE 265 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY DEPLOYMENT MODE, 2018–2025 (USD MILLION)
TABLE 266 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY ORGANIZATION SIZE, 2018–2025 (USD MILLION)
TABLE 267 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY APPLICATION, 2018–2025 (USD MILLION)
TABLE 268 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY DATA SOURCE, 2018–2025 (USD MILLION)
TABLE 269 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY INDUSTRY VERTICAL, 2018–2025 (USD MILLION)
TABLE 270 LATIN AMERICA: CUSTOMER ANALYTICS MARKET SIZE, BY COUNTRY, 2018–2025 (USD MILLION)
16 APPENDIX (Page No. - 298)
16.1 INDUSTRY EXPERTS
16.2 DISCUSSION GUIDE
16.3 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL
16.4 AVAILABLE CUSTOMIZATIONS
16.5 RELATED REPORTS
16.6 AUTHOR DETAILS
This comprehensive research study on the customer success platforms market involved the use of extensive secondary sources, directories, as well as several journals and magazines, such as the International Journal of Service Research and Customer Success Management (CSM) Journal to identify and collect relevant information. The primary sources were mainly industry experts from the core and related industries, preferred customer success platform providers, third-party service providers, consulting service providers, end users, and other commercial enterprises. In-depth interviews were conducted with various primary respondents, including key industry participants and subject matter experts, to obtain and verify critical qualitative and quantitative information, as well as assess the prospects.
Secondary Research
The market size of companies globally offering customer success platforms and services was arrived at based on the secondary data available through paid and unpaid sources. It was also arrived at by analyzing the product portfolios of major companies and rating companies based on their performance and quality.
In the secondary research process, various sources were referred to for identifying and collecting information for this study. The secondary sources included annual reports, press releases, and investor presentations of companies; white papers, journals, and certified publications; and articles from recognized authors, directories, and databases. The data was also collected from secondary sources such as customer success conferences and related magazines. The overall spending in customer success platforms by various countries was extracted from reliable sources. Secondary research was mainly used to obtain key information about the industry’s value chain and supply chain. This helped identify the key players by platforms, service, market classifications, and segmentation based on their component; industry trends related to platforms, applications, deployment mode, organization size, verticals, and regions; and key developments from both market- and technology-oriented perspectives.
Primary Research
In the primary research process, various primary sources from both supply and demand sides were interviewed to obtain qualitative and quantitative information on the market. The primary sources from the supply side included various industry experts, such as Chief Experience Officers (CXOs), Vice Presidents (VPs), directors from business development, marketing, product development/innovation teams, and related key executives from customer success platforms, vendors, SIs, professional service providers, industry associations, and key opinion leaders.
Primary interviews were conducted to gather insights such as market statistics, data of revenue collected from the solutions and services, market breakups, market size estimations, market forecasting, and data triangulation. Primary research also helped in understanding the various trends related to technology, application, deployment, and region. Stakeholders from the demand side, such as Chief Information Officers (CIOs), Chief Technology Officers (CTOs), and Chief Strategy Officers (CSOs), and installation teams of the governments/end users utilizing customer success platforms were interviewed. This helped to understand the buyers’ perspective on the suppliers, products, and service providers. It also revealed their current usage of customer success platforms and services, and its effect on the overall customer success platforms market. The following is the breakup of the primary respondents’ profiles:
To know about the assumptions considered for the study, download the pdf brochure
Market Size Estimation
For making market estimates and forecasting the customer success platforms market and the other dependent submarkets, the top-down and bottom-up approaches were used. The bottom-up procedure was used to arrive at the overall market size of the global customer success platforms market using the revenues and offerings of the key companies in the market. The research methodology used to estimate the market size includes the following:
- The key players in the market were identified through extensive secondary research.
- The market size, in terms of value, was determined through primary and secondary research processes.
- All percentage shares, splits, and breakups were determined using secondary sources and verified through primary sources.
Data Triangulation
With data triangulation and validation through primary interviews, the exact value of the overall parent market size was determined and confirmed using this study. The overall market size was then used in the top-down procedure to estimate the size of other individual markets via percentage splits of the market segmentation.
Report Objectives
- To define, describe, and forecast the customer success platforms market by component, service, application, deployment mode, organization size, vertical, and region
- To provide detailed information about major factors (drivers, restraints, opportunities, and industry-specific challenges) influencing the market growth
- To analyze opportunities in the market and provide details of the competitive landscape for stakeholders and market leaders
- To forecast the market size of segments with respect to five main regions: North America, Europe, Asia Pacific (APAC), Middle East and Africa (MEA), and Latin America
- To profile key players and comprehensively analyze their market rankings and core competencies
- To analyze competitive developments, such as Mergers and Acquisitions (M&A), new product developments, and R&D activities, in the market
- To analyze the impact of the COVID-19 pandemic on the customer success platforms market.
Available Customizations
With the given market data, MarketsandMarkets offers customizations as per the company’s specific requirements. The following customization options are available for the report:
Product Analysis
- Product matrix provides detailed product information and comparisons
Geographic Analysis
- Further breakup of the North American customer success platforms market
- Further breakup of the European market
- Further breakup of the APAC market
- Further breakup of the MEA market
- Further breakup of the Latin America market
Company Information
- Detailed analysis and profiles of 26 market players
Get in-depth analysis of the COVID-19 impact on the Customer Success Platforms Market
Benchmarking the rapid strategy shifts of the Top 100 companies in the Customer Success Platforms Market
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- Triangulate with your Own Data
- Get Data as per your Format and Definition
- Gain a Deeper Dive on a Specific Application, Geography, Customer or Competitor
- Any level of Personalization
- What are the Known and Unknown Adjacencies Impacting the Customer Success Platforms Market
- What will your New Revenue Sources be?
- Who will be your Top Customer; what will make them switch?
- Defend your Market Share or Win Competitors
- Get a Scorecard for Target Partners
Growth opportunities and latent adjacency in Customer Success Platforms Market