Customer Success Platforms Market

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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

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Report Code: TC 7152 Jan, 2021, by marketsandmarkets.com

[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.

Customer Success Platforms Market

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COVID-19 Impact

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.

Customer Success Platforms Market by Region

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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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Scope of the Report

Report Metric

Details

Market size available for years

2014–2025

Base year considered

2019

Forecast period

2020–2025

Forecast units

Billion (USD)

Segments covered

Component (Platforms & Services), Services, Application, Deployment Mode, Organization Size, Vertical, and Region

Geographies covered

North America, Europe, APAC, MEA, and Latin America

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)

The research report categorizes the customer success platforms market 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          

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):

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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:

Customer Success Platforms Market Size, and Share

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
Report Code
TC 7152
Published ON
Jan, 2021
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