カスタマーサクセスソフトウェアの市場規模、シェア、成長分析、コンポーネント別、展開モード別、企業規模別、用途別、最終用途別、地域別 - 産業予測、2025～2032年

カスタマーサクセスソフトウェアの世界市場規模は2023年に14億米ドルと評価され、2024年の17億1,000万米ドルから2032年には85億7,000万米ドルに成長し、予測期間（2025-2032年）のCAGRは22.3％で成長する見通しです。

カスタマーサクセスソフトウェア市場は、顧客中心戦略への注目の高まりに後押しされ、顧客維持を強化し、解約を最小限に抑えるという企業の差し迫ったニーズが原動力となっています。顧客行動分析から得られる洞察により、企業はパーソナライズされたサービスを提供し、ロイヤルティを高めることができます。主な動向には、AIや機械学習の採用、顧客エンゲージメントの重視、統合プラットフォームの急増などがあります。北米は、Gainsight、Salesforce、Totangoのような著名なプレーヤーに支えられ、2022年に最大の市場シェアホルダーに浮上しました。クラウドベースのソリューションへの移行は柔軟性を提供する一方で、多くの組織にとって高い導入コストと複雑な統合が課題となっており、より手頃な選択肢を検討する企業も出てきています。この競合情勢は、競合環境における積極的なカスタマーサクセス・イニシアチブの必要性を強調しています。

目次

イントロダクション

• 調査の目的
• 調査範囲
• 定義

調査手法

• 情報調達
• 二次データと一次データの方法
• 市場規模予測
• 市場の前提条件と制限

エグゼクティブサマリー

• 世界市場の見通し
• 供給と需要の動向分析
• セグメント別機会分析

市場力学と見通し

• 市場概要
• 市場規模
• 市場力学
  • 促進要因と機会
  • 抑制要因と課題
• ポーターの分析

主な市場の考察

• 重要成功要因
• 競合の程度
• 主な投資機会
• 市場エコシステム
• 市場の魅力指数（2024年）
• PESTEL分析
• マクロ経済指標
• バリューチェーン分析
• 価格分析
• 特許分析
• ケーススタディ分析
• サプライチェーン分析

カスタマーサクセスソフトウェア市場規模：コンポーネント別

• 市場概要
• プラットフォーム
• サービス
  • プロフェッショナルサービス
  • コンサルティング
  • システム統合と実装
  • サポートとメンテナンス
  • マネージドサービス

カスタマーサクセスソフトウェア市場規模：展開モード別

• 市場概要
• オンプレミス
• クラウド

カスタマーサクセスソフトウェア市場規模：企業規模別

• 市場概要
• 中小企業
• 大企業

カスタマーサクセスソフトウェア市場規模：用途別

• 市場概要
• 販売とマーケティングの最適化
• リスクとコンプライアンス管理
• 顧客セグメンテーション
• 顧客サービス
• レポートと分析
• 顧客オンボーディング
• その他の用途

カスタマーサクセスソフトウェア市場規模：最終用途別

• 市場概要
• BFSI
• 小売業とeコマース
• 通信・IT
• 製造業
• 運輸・物流
• 政府と防衛
• ヘルスケアとライフサイエンス
• メディアとエンターテイメント
• 旅行とホスピタリティ
• その他

カスタマーサクセスソフトウェア市場規模

• 北米
  • 米国
  • カナダ
• 欧州
  • ドイツ
  • スペイン
  • フランス
  • 英国
  • イタリア
  • その他欧州地域
• アジア太平洋地域
  • 中国
  • インド
  • 日本
  • 韓国
  • その他アジア太平洋地域
• ラテンアメリカ
  • ブラジル
  • その他ラテンアメリカ地域
• 中東・アフリカ
  • GCC諸国
  • 南アフリカ
  • その他中東・アフリカ

競合情報

• 上位5社の比較
• 主要企業の市場ポジショニング（2024年）
• 主な市場企業が採用した戦略
• 市場の最近の動向
• 企業の市場シェア分析（2024年）
• 主要企業の企業プロファイル
  • 会社概要
  • 製品ポートフォリオ分析
  • セグメント別シェア分析
  • 収益の前年比比較（2022-2024）

主要企業プロファイル

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

結論と推奨事項

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

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

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

Global Customer Success Software Market Segmental Analysis

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

Driver of the Global Customer Success Software Market

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

Restraints in the Global Customer Success Software Market

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

Market Trends of the Global Customer Success Software Market

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

Table of Contents

Introduction

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

Research Methodology

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

Executive Summary

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

Market Dynamics & Outlook

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

Key Market Insights

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

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

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

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

• Market Overview
• On-premises
• Cloud

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

• Market Overview
• SMEs
• Large Enterprises

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

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

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

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

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

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

Competitive Intelligence

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

Key Company Profiles

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

Conclusion & Recommendations