カスタマーサクセスソフトウェア市場：組織規模別、エンドユーザー別、用途別、地域別、2026-2032年

カスタマーサクセスソフトウェア市場の評価-2026-2032

企業は顧客満足度と顧客維持の重要性をますます認識するようになっており、これがカスタマーサクセスソフトウェアの需要増加を後押ししています。競争の激しい市場では、新規顧客を開発するよりも既存顧客を維持する方が費用対効果が高いです。カスタマーサクセスソフトウェアによって、企業は顧客とのやり取りをモニターし、解約を予測し、消費者が製品やサービスから期待通りの結果を得られるよう、懸念事項をプロアクティブに処理することができます。このプロアクティブな戦略は、顧客の喜び、ロイヤリティ、そして最終的には収益を増加させる。企業では、カスタマーサクセス業務の改善、ニーズに合わせたサポートの提供、顧客の行動や嗜好に関する重要な洞察の取得のために、こうしたソリューションの利用が増加しており、2024年には売上高が15億米ドルを突破し、2032年には評価額が約45億1,000万米ドルに達する見込みです。

特にSaaS（Software as a Service）市場におけるサブスクリプションベースのビジネスモデルの出現は、優れたカスタマーサクセス手法の重要性を浮き彫りにしています。これらのモデルは経常収益に大きく依存しているため、顧客維持が極めて重要です。カスタマーサクセスソフトウェアは、カスタマーヘルススコア、利用パターン、エンゲージメントレベルなどの重要なデータをモニターし、カスタマーエクスペリエンスを向上させるための積極的な対策を講じることを可能にします。サブスクリプションモデルを採用する企業が増えるにつれて、強力なカスタマーサクセスソフトウェアへの需要が高まり、顧客維持だけでなく、長期的なつながりの育成や持続可能な市場開発を支援することで、市場は2026年から2032年にかけてCAGR 24.43％で成長すると予測されます。

カスタマーサクセスソフトウェア市場定義/概要

カスタマーサクセスソフトウェアは、企業が顧客とのやり取りをライフサイクル全体にわたって管理・最適化するためのソリューションです。多くの場合、顧客とのやり取りを記録し、顧客の要望や好みを特定し、購入した商品やサービスを最大限に活用してもらうためのツールが含まれています。より詳細には、カスタマーサクセスソフトウェアには、企業が顧客に関する情報を収集・整理できるようにする顧客データ管理などの機能が含まれていることが多いです。

カスタマーサクセスソフトウェアは、企業が顧客の成功と喜びに集中することで、顧客との関係を管理し、最大化することを可能にします。このソフトウェアには、顧客とのコンタクトの追跡、サポートチケットの管理、顧客フィードバックの評価などの機能が含まれています。重要な用途の1つは、データ分析と顧客行動追跡を使用して、欠点や改善点を積極的に特定することにより、顧客維持率を向上させることです。消費者の要望や行動パターンを理解することで、企業は自社の製品やサービスをより良く適応させることができ、最終的に顧客の幸福度とロイヤルティを高めることができます。

クライアントサクセスソフトウェアは、販売後の顧客とのつながりを効果的に管理し、改善するために組織を支援することを目的としています。これは通常、顧客とのやり取りを追跡し、ユーザーの行動を評価し、顧客の幸福と維持を高める方法を特定するためのツールで構成されています。このようなプラットフォームは、複数のソースから消費者データを組み合わせることが多く、企業は顧客の要望を予測し、オーダーメイドのサポートを提供し、懸念がエスカレートする前に解決することができます。

クラウドベースの技術採用の増加はカスタマーサクセスソフトウェア市場を促進するか？

クラウドベースのソリューションは、その信頼性、拡張性、柔軟性、IT運用管理の有効性から、中小企業の間で人気を集めています。これらの技術により、企業は物理的なインフラに多額の投資をすることなく、インターネット経由でITリソースにアクセスし、利用することができます。小規模企業がクラウドベースのソリューションを好むのは、リアルタイムのセルフサービス分析を提供することで、情報に基づいた意思決定を迅速に行うことができるからです。このような洞察力をクラウド機能と組み合わせて利用する企業は、初期コストを抑えながら市場成長の努力を加速させることができます。

クラウドベースのソリューションは自動化を可能にし、手作業では時間のかかる手続きをスピードアップします。この自動化は効率を高めるだけでなく、企業が日常業務よりも戦略的目標に集中することを可能にします。クラウド機能をカスタマーサクセスの手法と組み合わせることで、中小企業は顧客に合わせた体験とプロアクティブなサポートを提供する能力を向上させることができます。最後に、このようなクラウドベースのソリューションにより、中小企業は、以前は多額のIT支出を伴う大企業にしか利用できなかった革新的なテクノロジーにアクセスできるようになり、市場での競争に打ち勝つことができるようになります。

データ同期と実装の問題はカスタマーサクセスソフトウェア市場の妨げになるか？

主な課題は、こうしたデータが多くのチャネルやテクノロジー間で調整・統合されていない場合に浮上します。同期化されないと、組織は体系的な方法でデータを統合し、分析するのに苦労します。このまとまりのなさが、顧客の行動や嗜好を包括的に理解することを難しくしています。例えば、カスタマーサポートとのやり取りから得たデータはあるシステムに格納され、営業データは別に保管されているかもしれないです。マーケティングチームは、ソーシャルメディアにおける顧客の関与をモニターするために、別のプラットフォームを利用するかもしれないです。このように切り離されたアプローチでは、企業はデータを十分に活用できず、顧客のニーズをよりよく理解し、対応することができないです。

企業は、多くのソースからのデータを統合し、調和させることに注力しなければならないです。これには、すべての部門がデータ収集と保存のために同等のシステムと標準を採用することを保証する統一データ戦略の開発が必要です。企業は、一元化されたデータ集約ソリューションやカスタマーサクセスソフトウェアを導入することで、顧客データの収集と管理を改善することができます。これらのテクノロジーは、データがどこから発信されたかにかかわらず、顧客の嗜好や期待に基づいてデータを分類・整理することを支援します。この戦略は、データ管理の効率を向上させるだけでなく、顧客中心の意思決定や行動に役立つ洞察を引き出すことを可能にします。最後に、データ集約活動を顧客の目的と一致させることで、企業はパーソナライズされた体験を提供する能力を向上させ、同時に全体的な顧客の幸福度を高めることができます。

目次

第1章 イントロダクション

• 市場の定義
• 市場セグメンテーション
• 調査手法

第2章 エグゼクティブサマリー

• 主な調査結果
• 市場概要
• 市場ハイライト

第3章 市場概要

• 市場規模と成長の可能性
• 市場動向
• 市場促進要因
• 市場抑制要因
• 市場機会
• ポーターのファイブフォース分析

第4章 カスタマーサクセスソフトウェア市場：組織規模別

• 中小企業（SMEs）
• 大企業

第5章 カスタマーサクセスソフトウェア市場：エンドユーザー別

• ヘルスケア
• 小売
• 銀行、金融サービス、保険（BFSI）
• ITおよび電気通信
• 政府機関

第6章 カスタマーサクセスソフトウェア市場：用途別

• 顧客のオンボーディングとトレーニング
• 顧客エンゲージメントと採用
• カスタマーサクセス管理
• カスタマーサポート
• レポーティングと分析

第7章 地域分析

• 北米
• 米国
• カナダ
• メキシコ
• 欧州
• 英国
• ドイツ
• フランス
• イタリア
• アジア太平洋
• 中国
• 日本
• インド
• オーストラリア
• ラテンアメリカ
• ブラジル
• アルゼンチン
• チリ
• 中東・アフリカ
• 南アフリカ
• サウジアラビア
• アラブ首長国連邦

第8章 市場力学

• 市場促進要因
• 市場抑制要因
• 市場機会
• COVID-19の市場への影響

第9章 競合情勢

• 主要企業
• 市場シェア分析

第10章 企業プロファイル

• Gainsight
• Totango
• Salesforce
• Amity
• Strikedeck
• ClientSuccess
• Salesmachine
• Catalyst
• CustomerSuccessBox
• SurveyMonkey
• Bitrix
• Zendesk
• HubSpot
• Ecosystems
• Skilljar
• Front
• Bracket Labs
• Agile CRM
• NiceJob
• Planhat

第11章 市場の展望と機会

• 新興技術
• 今後の市場動向
• 投資機会

第12章 付録

• 略語リスト
• 出典と参考文献

Customer Success Software Market Valuation - 2026-2032

Businesses are increasingly recognizing the importance of customer satisfaction and retention which is driving the rise in demand for customer success software. In a competitive market, it is more cost-effective to keep existing consumers than to find new ones. Customer success software enables businesses to monitor customer interactions, forecast churn, and proactively handle concerns ensuring that consumers obtain the expected results from the product or service. This proactive strategy increases client pleasure, loyalty, and, eventually, revenue. Companies are increasingly using these solutions to improve customer success operations, provide tailored support, and get important insights into customer behavior and preferences by enabling the market to surpass a revenue of USD 1.50 Billion in 2024 and reach a valuation of around USD 4.51 Billion by 2032.

The advent of subscription-based business models particularly in the SaaS (Software as a Service) market has highlighted the importance of good customer success methods. These models rely significantly on recurring revenue, thus customer retention is crucial. Customer success software helps organizations to monitor critical data such as customer health scores, usage patterns, and engagement levels allowing them to take proactive steps to improve the customer experience. As more businesses adopt subscription models, the demand for powerful customer success software is projected to rise assisting firms in not only retaining customers but also cultivating long-term connections and driving sustainable development by enabling the market to grow at a CAGR of 24.43% from 2026 to 2032.

Customer Success Software Market: Definition/ Overview

Customer success software is a solution that helps firms manage and optimize their customer interactions across their entire lifecycle. It often contains tools for recording client interactions, identifying their wants and preferences, and ensuring they get the most out of the items or services they purchase. In greater depth, customer success software frequently includes features such as customer data management which allows firms to collect and organize information about their customers.

Customer success software enables businesses to manage and maximize their customer relationships by concentrating on their success and pleasure. This software often contains features for tracking customer contacts, managing support tickets, and assessing customer feedback. One important application is to improve customer retention rates by proactively identifying faults or areas for improvement using data analytics and customer behavior tracking. Understanding consumer demands and behavior patterns allows organizations to better adapt their products or services ultimately enhancing customer happiness and loyalty.

Client Success Software is intended to assist organizations in effectively managing and improving their client connections after the sale. It usually comprises tools for tracking customer interactions, evaluating user behavior, and identifying ways to increase customer happiness and retention. These platforms frequently combine consumer data from multiple sources allowing organizations to anticipate customer demands provide tailored support and solve concerns before they escalate.

Will the Increasing Adoption of Cloud Based Technology Drive the Customer Success Software Market?

Cloud-based solutions are gaining popularity among small firms because of their dependability, scalability, flexibility, and efficacy in managing IT operations. These technologies let enterprises to access and use IT resources via the internet without investing considerably in physical infrastructure. Small firms prefer cloud-based solutions because they provide real-time self-service analytics allowing them to make informed decisions quickly. Businesses that use these insights in conjunction with cloud capabilities can speed their market growth efforts with low initial costs.

Cloud-based solutions enable automation which speeds up procedures that would otherwise be time-consuming if performed manually. This automation not only boosts efficiency but it also enables firms to focus on strategic goals rather than everyday duties. By combining cloud capabilities with customer success methods, small businesses can improve their capacity to provide tailored experiences and proactive support to customers. Finally, these cloud-based solutions enable small businesses to compete more successfully in the market by accessing innovative technologies that were previously only available to larger enterprises with significant IT expenditures.

Will Issues in Data Synchronization and Implementation Hamper the Customer Success Software Market?

The main challenge emerges when this data is not coordinated or integrated across these many channels and technologies. Without synchronization, organizations struggle to consolidate and analyze data in a systematic manner. This lack of cohesiveness makes it difficult to acquire a comprehensive understanding of client behavior and preferences. For example, data acquired from customer support interactions may be housed in one system while sales data is held separately. Marketing teams may utilize another platform to monitor client involvement on social media. This disconnected approach prevents firms from fully exploiting their data to better understand and address client needs.

Organizations must focus on integrating and harmonizing data from many sources. This entails developing a unified data strategy that assures all departments employ comparable systems and standards for data gathering and storage. Businesses can improve customer data collection and management by deploying centralized data aggregation solutions or customer success software. These technologies assist in categorizing and organizing data based on client preferences and expectations, regardless of where it originates. This strategy not only improves data management efficiency but it also allows businesses to draw useful insights that inform customer-centric decisions and actions. Finally, by aligning data aggregation activities with customer objectives firms can improve their ability to provide personalized experiences while also increasing overall customer happiness.

Category-Wise Acumens

Will the Functional Involvement and Brand Alignment Drive the Organization Size Segment?

Large organizations dominate the customer success management solutions market driven by a strong desire to improve customer engagement and happiness across multiple departments. These firms realize the importance of customer experience management in promoting brand cohesion and operational efficiency. To accomplish this, they use sophisticated customer success management technologies that enable cross-functional collaboration and consistent execution of high-quality customer service. This approach not only enhances customer retention but also increases operational performance by bringing together divisions like sales, marketing, and customer service behind a common customer-centric strategy.

The large enterprise segment's rapid growth rate throughout the projection period highlights the growing importance of robust customer success management systems in meeting the complex needs of huge organizational structures. These technologies allow major organizations to successfully grow their customer interaction operations while preserving consistency and quality across several client touchpoints. These firms use API-led connection techniques to streamline internal operations while simultaneously improving customer experiences through tailored interactions and proactive support mechanisms. As a result, customer success management systems are crucial in generating growth, profitability, and competitive advantage for large organizations looking to flourish in today's dynamic marketplace.

Will the Increasing Reliance on Advanced Technology Solutions Drive the End User Vertical Segment?

The IT and telecom sector dominates the customer success software. This expansion is being driven by the industry's growing reliance on advanced technology solutions to efficiently manage and optimize client interactions. Cloud-based customer success solutions play an important role in this dominance because they provide scalable technologies that simplify data storage and access. This scalability enables IT and telecom firms to easily handle large amounts of consumer data resulting in seamless operations across multiple customer touchpoints.

The IT and telecom sector's dominance in the customer success software market is supported by its strategic use of cloud-based solutions. These solutions not only offer scalable tools for effective data management but they also boost automation and predictive capabilities. As cloud technology evolves and becomes more accessible, its impact on customer success strategies across industries particularly among small firms is projected to grow. This disruptive impact highlights the value of cloud-based platforms in promoting customer-centric activities and fostering long-term corporate success in the digital age.

Country/Region-wise Acumens

Will the Adoption of Multichannel Services Drive the Market in North America Region?

In North America, the customer success software market is the largest revenue contributor with a compound annual growth rate (CAGR) expected for the projection period. This expansion is fueled by the widespread adoption of multichannel services by large and medium-sized organizations in the United States. These firms are increasingly focusing on offering seamless customer experiences across all touchpoints in order to increase customer happiness and retention. The American Customer Satisfaction Index (ACSI) which has held stable at 76.7% for more than a year demonstrates consumer spending consistency and a consistent demand for high-quality customer service and digital interactions.

The continuous adoption of advanced analytics and multichannel customer service techniques is likely to drive more growth in North America's customer success software market. This growth trajectory demonstrates the region's expertise in using technology to deliver outstanding customer experiences and operational excellence. As organizations face an increasingly competitive landscape, investing in customer success programs will be critical for sustaining growth, improving customer happiness, and retaining global market leadership.

Will Increasing Customer Satisfaction Drive the Market in Europe Region?

The customer success software market in Europe is estimated to grow significantly during the forecast period with a compound annual growth rate. This expansion is mostly driven by small and medium-sized businesses (SMEs) in important nations such as Germany, France, Spain, and the United Kingdom. These SMEs are critical to promoting job creation encouraging investment, and stimulating innovation in their own economies. Their implementation of customer success software demonstrates a strategic change toward improving customer satisfaction and retention which is critical for long-term business growth in competitive marketplaces. The General Data Protection Regulation (GDPR) has a significant impact on corporate operations particularly in the United Kingdom.

A customer-centric strategy does not prohibit innovation rather it should enhance it. Businesses that value customer experience can use their awareness of pain spots and preferences to drive innovation. Organizations can gain insights that inspire innovative ideas by regularly connecting with customers and obtaining real-time feedback using integrated systems such as customer success software. This iterative technique not only improves product development cycles but it also deepens customer relationships which promotes long-term loyalty and corporate growth.

Competitive Landscape

The customer success software market is a dynamic and competitive space, characterized by a diverse range of players vying for market share. These players are on the run for solidifying their presence through the adoption of strategic plans such as collaborations, mergers, acquisitions, and political support. The organizations are focusing on innovating their product line to serve the vast population in diverse regions.

Some of the prominent players operating in the customer success software market include:

Armatic Technologies, Inc.

Avaya Holdings Corp.

ClientSuccess, Inc.

CustomerSuccessBox

Freshworks, Inc.

Gainsight, Inc.

IBM Corporation

Medaliia, Inc.

Open Text Corporation

Oracle Corporation

Planhat AB

com, Inc.

SAP SE

Sitecore

Tech Mahindra Limited

Totango

UserIQ, Inc.

Latest Developments

In June 2024, Success4U, Unit4's outcome-based customer success model for clients, is officially launched. The service was launched in August and now consists of two sections. Customers that purchase one of Unitd's SaaS solutions, including Unit4 ERPx, FP&A, or Financials, gain access to Success4U Essentials.

In April 2024, During the Spring Spotlight platform launch, HubSpot stated that the "customer experience is broken." According to the CRM pioneer, the reactive approach to customer experience, where firms only contact with customers when there is an issue, is not effective. HubSpot introduced the "all-new" Service Hub to challenge the status quo.

Customer Success Software Market, By Category

• Organization Size:
• Small and Medium Enterprises (SMEs)
• Large Enterprises
• End-User:
• Healthcare
• Retail
• Banking, Financial Services, and Insurance (BFSI)
• IT and Telecom
• Government
• Application:
• Customer Onboarding and Training
• Customer Engagement and Adoption
• Customer Success Management
• Customer Support
• Reporting and Analytics
• Region:
• North America
• Europe
• Asia-Pacific
• South America
• Middle East & Africa

TABLE OF CONTENTS

1. Introduction

• Market Definition
• Market Segmentation
• Research Methodology

2. Executive Summary

• Key Findings
• Market Overview
• Market Highlights

3. Market Overview

• Market Size and Growth Potential
• Market Trends
• Market Drivers
• Market Restraints
• Market Opportunities
• Porter's Five Forces Analysis

4. Customer Success Software Market, By Organization Size

• Small and Medium Enterprises (SMEs)
• Large Enterprises

5. Customer Success Software Market, By End-User

• Healthcare
• Retail
• Banking, Financial Services, and Insurance (BFSI)
• IT and Telecom
• Government

6. Customer Success Software Market, By Application

• Customer onboarding and training
• Customer engagement and adoption
• Customer success management
• Customer support
• Reporting and analytics

7. Regional Analysis

• North America
• United States
• Canada
• Mexico
• Europe
• United Kingdom
• Germany
• France
• Italy
• Asia-Pacific
• China
• Japan
• India
• Australia
• Latin America
• Brazil
• Argentina
• Chile
• Middle East and Africa
• South Africa
• Saudi Arabia
• UAE

8. Market Dynamics

• Market Drivers
• Market Restraints
• Market Opportunities
• Impact of COVID-19 on the Market

9. Competitive Landscape

• Key Players
• Market Share Analysis

10. Company Profiles

• Gainsight
• Totango
• Salesforce
• Amity
• Strikedeck
• ClientSuccess
• Salesmachine
• Catalyst
• CustomerSuccessBox
• SurveyMonkey
• Bitrix
• Zendesk
• HubSpot
• Ecosystems
• Skilljar
• Front
• Bracket Labs
• Agile CRM
• NiceJob
• Planhat

11. Market Outlook and Opportunities

• Emerging Technologies
• Future Market Trends
• Investment Opportunities

12. Appendix

• List of Abbreviations
• Sources and References