Table of Content

1 INTRODUCTION 39
1.1 INTRODUCTION TO COVID-19 39
1.2 COVID-19 HEALTH ASSESSMENT 39
FIGURE 1 COVID-19: GLOBAL PROPAGATION 39
FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES 40
1.3 COVID-19 ECONOMIC ASSESSMENT 41
FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS FOR SELECT G20 COUNTRIES IN 2020 41
1.3.1 COVID-19 ECONOMIC IMPACT?SCENARIO ASSESSMENT 42
FIGURE 4 FACTORS IMPACTING GLOBAL ECONOMY 42
FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF THE GLOBAL ECONOMY 43
1.4 OBJECTIVES OF THE STUDY 44
1.5 MARKET DEFINITION 44
1.5.1 INCLUSIONS AND EXCLUSIONS 45
1.6 MARKET SCOPE 46
1.6.1 MARKET SEGMENTATION 46
1.6.2 REGIONS COVERED 47
1.6.3 YEARS CONSIDERED FOR STUDY 47
1.7 CURRENCY CONSIDERED 48
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2017–2019 48
1.8 STAKEHOLDERS 48
1.9 SUMMARY OF CHANGES 48

2 RESEARCH METHODOLOGY 49
2.1 RESEARCH DATA 49
FIGURE 6 CUSTOMER SUCCESS PLATFORMS MARKET: RESEARCH DESIGN 49
2.1.1 SECONDARY DATA 50
2.1.2 PRIMARY DATA 50
TABLE 2 PRIMARY INTERVIEWS 50
2.1.2.1 Breakup of primary profiles 51
2.1.2.2 Key industry insights 51
2.2 MARKET BREAKUP AND DATA TRIANGULATION 52
FIGURE 7 DATA TRIANGULATION 52
2.3 MARKET SIZE ESTIMATION 53
FIGURE 8 CUSTOMER SUCCESS PLATFORMS MARKET: TOP-DOWN AND BOTTOM-UP APPROACHES 53
2.3.1 TOP-DOWN APPROACH 53
2.3.2 BOTTOM-UP APPROACH 54
FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY ? APPROACH 1 (SUPPLY SIDE): REVENUE OF PLATFORMS/SERVICES OF THE CUSTOMER SUCCESS PLATFORMS MARKET 54
FIGURE 10 MARKET SIZE ESTIMATION METHODOLOGY ? APPROACH 2 BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE OF ALL PLATFORMS/SERVICES OF THE CUSTOMER SUCCESS PLATFORMS MARKET 55
FIGURE 11 MARKET SIZE ESTIMATION METHODOLOGY?APPROACH 3?BOTTOM-UP (DEMAND SIDE): SHARE OF CUSTOMER SUCCESS PLATFORMS THROUGH OVERALL CUSTOMER SUCCESS PLATFORMS SPENDING 56
2.4 MARKET FORECAST 57
TABLE 3 FACTOR ANALYSIS 57
2.5 COMPANY EVALUATION MATRIX METHODOLOGY 58
FIGURE 12 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE 58
2.6 STARTUP/SME COMPETITIVE EVALUATION QUADRANT METHODOLOGY 59
FIGURE 13 STARTUP/SME COMPANY EVALUATION QUADRANT: CRITERIA WEIGHTAGE 59
2.7 ASSUMPTIONS FOR THE STUDY 60
2.8 LIMITATIONS OF THE STUDY 62
2.9 IMPLICATIONS OF COVID-19 ON CUSTOMER SUCCESS PLATFORMS MARKET 62

3 EXECUTIVE SUMMARY 64
TABLE 4 GLOBAL CUSTOMER SUCCESS PLATFORMS MARKET SIZE AND GROWTH RATE, 2015–2019 (USD MILLION, Y-O-Y %) 66
TABLE 5 GLOBAL CUSTOMER SUCCESS PLATFORMS MARKET SIZE AND GROWTH RATE, 2019–2025 (USD MILLION, Y-O-Y %) 66
FIGURE 14 PLATFORMS SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020 67
FIGURE 15 PROFESSIONAL SERVICES SEGMENT TO HOLD A HIGHER MARKET SHARE IN 2020 67
FIGURE 16 SYSTEM INTEGRATION AND IMPLEMENTATION SEGMENT TO HOLD THE LARGEST MARKET SIZE IN 2020 67
FIGURE 17 SALES AND MARKETING OPTIMIZATION SEGMENT TO HOLD THE HIGHEST MARKET SHARE IN 2020 68
FIGURE 18 CLOUD SEGMENT TO HOLD A HIGHER MARKET SHARE IN 2020 68
FIGURE 19 LARGE ENTERPRISES SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020 68
FIGURE 20 BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL TO HOLD THE HIGHEST MARKET SHARE IN 2020 69
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 69

4 PREMIUM INSIGHTS 70
4.1 ATTRACTIVE OPPORTUNITIES IN THE CUSTOMER SUCCESS PLATFORMS MARKET 70
FIGURE 22 GROWING DEMAND FOR ADVANCED ANALYTICAL-BASED SOLUTIONS TO MONITOR CUSTOMER SCORES AND REDUCE CHURN RATE TO DRIVE THE GROWTH OF THE CUSTOMER SUCCESS PLATFORMS MARKET 70
4.2 CUSTOMER SUCCESS PLATFORMS MARKET: TOP 3 APPLICATION 71
FIGURE 23 REPORTING AND ANALYTICS SEGMENT TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 71
4.3 CUSTOMER SUCCESS PLATFORMS MARKET: BY COMPONENT AND TOP 3 VERTICAL 71
FIGURE 24 PLATFORMS SEGMENT AND BANKING, FINANCIAL SERVICES, AND INSURANCE VERTICAL TO HOLD HIGH MARKET SHARES IN 2020 71
4.4 CUSTOMER SUCCESS PLATFORMS MARKET: BY REGION 72
FIGURE 25 NORTH AMERICA TO HOLD THE HIGHEST MARKET SHARE IN 2020 72

5 MARKET OVERVIEW 73
5.1 INTRODUCTION 73
5.2 MARKET DYNAMICS 73
FIGURE 26 DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES: CUSTOMER SUCCESS PLATFORMS MARKET 73
5.2.1 DRIVERS 74
5.2.1.1 Advent of cloud computing in customer success 74
5.2.1.2 Growing demand for advance analytical-based solutions to monitor customer scores and reduce churn rates 74
5.2.1.3 Increasing data volume due to growing digitalization 74
5.2.1.4 Rising need to plan better customer engagement strategies through omnichannel 75
5.2.2 RESTRAINTS 75
5.2.2.1 Data aggregation and synchronization from multiple silos 75
5.2.2.2 Data privacy laws and protection of customer data from cyberattacks and breaches 76
5.2.3 OPPORTUNITIES 76
5.2.3.1 Emergence of AI and ML to better monitor customer journey 76
5.2.3.2 Increasing investments by startups in identifying growth opportunities 76
5.2.4 CHALLENGES 77
5.2.4.1 Data security and privacy concerns 77
5.2.4.2 Difficulty in synchronizing CX data collected from different touchpoints within different domains 77
5.2.4.3 Extensive time required for creating promotional marketing campaigns 77
5.2.5 CUMULATIVE GROWTH ANALYSIS 78
5.3 CUSTOMER SUCCESS PROCESS 78
FIGURE 27 FLOW DIAGRAM: CUSTOMER SUCCESS PROCESS 79
5.4 CASE STUDY ANALYSIS 79
5.4.1 INTRODUCTION 79
5.4.1.1 Use case: Scenario 1 79
5.4.1.2 Use case: Scenario 2 80
5.4.1.3 Use case: Scenario 3 81
5.4.1.4 Use case: Scenario 4 82
5.5 PATENT ANALYSIS 83
5.6 SUPPLY CHAIN ANALYSIS 84
FIGURE 28 SUPPLY CHAIN ANALYSIS 84
5.7 TECHNOLOGY ANALYSIS 85
5.7.1 CUSTOMER SUCCESS PLATFORMS AND ARTIFICIAL INTELLIGENCE 85
5.7.2 CUSTOMER SUCCESS PLATFORMS AND PREDICTIVE ANALYTICS 85
5.8 REGULATORY COMPLIANCES 86
5.8.1 GENERAL DATA PROTECTION REGULATION 86
5.8.2 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996 86
5.8.3 GOVERNANCE, RISK, AND COMPLIANCE 87
5.8.4 EUROPEAN UNION DATA PROTECTION REGULATION 87
5.8.5 CAN-SPAM ACT 87
5.9 PRICING MODEL ANALYSIS 87
5.10 PORTER’S FIVE FORCE ANALYSIS 88
FIGURE 29 PORTER’S FIVE FORCE ANALYSIS 88
5.10.1 THREAT OF NEW ENTRANTS 89
5.10.2 THREAT OF SUBSTITUTES 89
5.10.3 BARGAINING POWER OF SUPPLIERS 89
5.10.4 BARGAINING POWER OF BUYERS 89
5.10.5 INTENSITY OF COMPETITIVE RIVALRY 90

6 CUSTOMER SUCCESS PLATFORMS MARKET: COVID-19 IMPACT 91
FIGURE 30 CUSTOMER SUCCESS PLATFORMS MARKET TO WITNESS A MINOR DECLINE BETWEEN 2020 AND 2021 92

7 CUSTOMER SUCCESS PLATFORMS MARKET, BY COMPONENT 93
7.1 INTRODUCTION 94
7.1.1 COMPONENT: COVID-19 IMPACT 94
7.1.2 COMPONENTS: CUSTOMER SUCCESS PLATFORMS MARKET DRIVERS 94
FIGURE 31 SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 95
TABLE 6 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT,
2015–2019 (USD MILLION) 95
TABLE 7 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT,
2019–2025 (USD MILLION) 96
7.2 PLATFORMS 96
TABLE 8 PLATFORMS: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 96
TABLE 9 SOLUTIONS: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 97
7.3 SERVICES 97
FIGURE 32 MANAGED SERVICES SEGMENT TO GROW AT A HIGHER CAGR DURING THE FORECAST PERIOD 97
TABLE 10 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY SERVICE,
2015–2019 (USD MILLION) 98
TABLE 11 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY SERVICE,
2019–2025 (USD MILLION) 98
TABLE 12 SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 98
TABLE 13 SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 99
7.3.1 PROFESSIONAL SERVICES 99
FIGURE 33 CONSULTING SEGMENT TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD 99
TABLE 14 PROFESSIONAL SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION) 100
TABLE 15 PROFESSIONAL SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY TYPE, 2019–2025 (USD MILLION) 100
TABLE 16 PROFESSIONAL SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 100
TABLE 17 PROFESSIONAL SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 101
7.3.1.1 Consulting 101
TABLE 18 CONSULTING: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 101
TABLE 19 CONSULTING: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 102
7.3.1.2 System Integration and Implementation 102
TABLE 20 SYSTEM INTEGRATION AND IMPLEMENTATION: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 102
TABLE 21 SYSTEM INTEGRATION AND IMPLEMENTATION: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 103
7.3.1.3 Support and maintenance 103
TABLE 22 SUPPORT AND MAINTENANCE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 103
TABLE 23 SUPPORT AND MAINTENANCE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 104
7.3.2 MANAGED SERVICES 104
TABLE 24 MANAGED SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 104
TABLE 25 MANAGED SERVICES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 105

8 CUSTOMER SUCCESS PLATFORMS MARKET, BY APPLICATION 106
8.1 INTRODUCTION 107
8.1.1 APPLICATIONS: COVID-19 IMPACT 107
8.1.2 APPLICATIONS: CUSTOMER SUCCESS PLATFORMS MARKET DRIVERS 107
FIGURE 34 REPORTING AND ANALYTICS TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD 108
TABLE 26 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY APPLICATION,
2015–2019 (USD MILLION) 108
TABLE 27 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY APPLICATION,
2019–2025 (USD MILLION) 109
8.2 SALES AND MARKETING OPTIMIZATION 109
TABLE 28 SALES AND MARKETING OPTIMIZATION: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 110
TABLE 29 SALES AND MARKETING OPTIMIZATION: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 110
8.3 RISK AND COMPLIANCE MANAGEMENT 110
TABLE 30 RISK AND COMPLIANCE MANAGEMENT: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 111
TABLE 31 RISK AND COMPLIANCE MANAGEMENT: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 111
8.4 CUSTOMER SEGMENTATION 111
TABLE 32 CUSTOMER SEGMENTATION: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 112
TABLE 33 CUSTOMER SEGMENTATION: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 112
8.5 CUSTOMER SERVICE 112
TABLE 34 CUSTOMER SERVICE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 113
TABLE 35 CUSTOMER SERVICE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 113
8.6 REPORTING AND ANALYTICS 113
TABLE 36 REPORTING AND ANALYTICS: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 114
TABLE 37 REPORTING AND ANALYTICS: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 114
8.7 CUSTOMER ONBOARDING 114
TABLE 38 CUSTOMER ONBOARDING: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 115
TABLE 39 CUSTOMER ONBOARDING: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 115
8.8 OTHER APPLICATIONS 115
TABLE 40 OTHER APPLICATIONS: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 116
TABLE 41 OTHER APPLICATIONS: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 116

9 CUSTOMER SUCCESS PLATFORMS MARKET, BY DEPLOYMENT MODE 117
9.1 INTRODUCTION 118
9.1.1 DEPLOYMENT MODE: COVID-19 IMPACT 118
9.1.2 DEPLOYMENT MODE: CUSTOMER SUCCESS PLATFORMS MARKET DRIVERS 118
FIGURE 35 ON-PREMISES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD 118
TABLE 42 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION) 119
TABLE 43 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODE, 2019–2025 (USD MILLION) 119
9.2 CLOUD 119
TABLE 44 CLOUD: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 120
TABLE 45 CLOUD: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 120
9.3 ON-PREMISES 120
TABLE 46 ON-PREMISES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 121
TABLE 47 ON-PREMISES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 121

10 CUSTOMER SUCCESS PLATFORMS MARKET, BY ORGANIZATION SIZE 122
10.1 INTRODUCTION 123
10.1.1 ORGANIZATION SIZE: COVID-19 IMPACT 123
10.1.2 ORGANIZATION SIZE: CUSTOMER SUCCESS PLATFORMS MARKET DRIVERS 123
FIGURE 36 SMALL AND MEDIUM-SIZED ENTERPRISES SEGMENT TO REGISTER A HIGHER CAGR DURING THE FORECAST PERIOD 124
TABLE 48 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 124
TABLE 49 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY ORGANIZATION SIZE, 2019–2025 (USD MILLION) 124
10.2 SMALL AND MEDIUM-SIZED ENTERPRISES 125
TABLE 50 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 125
TABLE 51 SMALL AND MEDIUM-SIZED ENTERPRISES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 125
10.3 LARGE ENTERPRISES 126
TABLE 52 LARGE ENTERPRISES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2016–2019 (USD MILLION) 126
TABLE 53 LARGE ENTERPRISES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 126

11 CUSTOMER SUCCESS PLATFORMS MARKET, BY VERTICAL 127
11.1 INTRODUCTION 128
11.1.1 VERTICALS: COVID-19 IMPACT 128
11.1.2 VERTICALS: CUSTOMER SUCCESS PLATFORMS MARKET DRIVERS 128
FIGURE 37 HEALTHCARE AND LIFE SCIENCES VERTICAL TO REGISTER THE HIGHEST CAGR DURING FORECAST PERIOD 129
TABLE 54 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY VERTICAL,
2015–2019 (USD MILLION) 129
TABLE 55 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY VERTICAL,
2019–2025 (USD MILLION) 130
11.2 BANKING, FINANCIAL SERVICES AND INSURANCE 130
TABLE 56 BANKING, FINANCIAL SERVICES AND INSURANCE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 131
TABLE 57 BANKING, FINANCIAL SERVICES AND INSURANCE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 131
11.3 IT AND TELECOM 131
TABLE 58 IT AND TELECOM: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2016–2019 (USD MILLION) 132
TABLE 59 IT AND TELECOM: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 132
11.4 RETAIL AND ECOMMERCE 132
TABLE 60 RETAIL AND ECOMMERCE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 133
TABLE 61 RETAIL AND ECOMMERCE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 133
11.5 MANUFACTURING 134
TABLE 62 MANUFACTURING: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2016–2019 (USD MILLION) 134
TABLE 63 MANUFACTURING: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 134
11.6 HEALTHCARE AND LIFE SCIENCES 135
TABLE 64 HEALTHCARE AND LIFE SCIENCES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 135
TABLE 65 HEALTHCARE AND LIFE SCIENCES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 136
11.7 TRANSPORTATION AND LOGISTICS 136
TABLE 66 TRANSPORTATION AND LOGISTICS: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 136
TABLE 67 TRANSPORTATION AND LOGISTICS: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 137
11.8 GOVERNMENT AND PUBLIC SECTOR 137
TABLE 68 GOVERNMENT AND PUBLIC SECTOR: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2016–2019 (USD MILLION) 137
TABLE 69 GOVERNMENT AND PUBLIC SECTOR: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION, 2019–2025 (USD MILLION) 138
11.9 ENERGY AND UTILITIES 138
TABLE 70 ENERGY AND UTILITIES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2016–2019 (USD MILLION) 138
TABLE 71 ENERGY AND UTILITIES: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 139
11.10 OTHER VERTICALS 139
TABLE 72 OTHER VERTICALS: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2016–2019 (USD MILLION) 140
TABLE 73 OTHER VERTICALS: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY REGION, 2019–2025 (USD MILLION) 140
12 CUSTOMER SUCCESS PLATFORMS MARKET, BY REGION 141
12.1 INTRODUCTION 142
FIGURE 38 INDIA TO REGISTER THE HIGHEST CAGR DURING THE FORECAST PERIOD 142
FIGURE 39 ASIA PACIFIC TO ACCOUNT FOR THE HIGHEST CAGR DURING THE FORECAST PERIOD 143
TABLE 74 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 143
TABLE 75 CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY REGION,
2019–2025 (USD MILLION) 143
12.2 NORTH AMERICA 144
12.2.1 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET DRIVERS 144
12.2.2 NORTH AMERICA: COVID-19 IMPACT 144
12.2.3 NORTH AMERICA: REGULATORY IMPLICATIONS 145
12.2.4 UNITED STATES SECURITIES AND EXCHANGE COMMISSION 145
12.2.5 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001 145
12.2.6 CALIFORNIA CONSUMER PRIVACY ACT 145
12.2.7 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996 146
FIGURE 40 NORTH AMERICA: MARKET SNAPSHOT 146
TABLE 76 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION) 147
TABLE 77 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY COMPONENT, 2019–2025 (USD MILLION) 147
TABLE 78 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY SERVICE, 2015–2019 (USD MILLION) 147
TABLE 79 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY SERVICE, 2019–2025 (USD MILLION) 148
TABLE 80 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 148
TABLE 81 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION) 148
TABLE 82 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY APPLICATION, 2015–2019 (USD MILLION) 149
TABLE 83 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY APPLICATION, 2019–2025 (USD MILLION) 149
TABLE 84 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY DEPLOYMENT MODE, 2015–2019 (USD MILLION) 150
TABLE 85 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY DEPLOYMENT MODE, 2019–2025 (USD MILLION) 150
TABLE 86 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 150
TABLE 87 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY ORGANIZATION SIZE, 2019–2025 (USD MILLION) 150
TABLE 88 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY VERTICAL, 2015–2019 (USD MILLION) 151
TABLE 89 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY VERTICAL, 2019–2025 (USD MILLION) 151
TABLE 90 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY COUNTRY, 2015–2019 (USD MILLION) 152
TABLE 91 NORTH AMERICA: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY COUNTRY, 2019–2025 (USD MILLION) 152
12.2.8 UNITED STATES 152
12.2.9 CANADA 153
12.3 EUROPE 153
12.3.1 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET DRIVERS 153
12.3.2 EUROPE: COVID-19 IMPACT 154
12.3.3 EUROPE: REGULATORY IMPLICATIONS 154
12.3.4 GENERAL DATA PROTECTION REGULATION 154
TABLE 92 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 154
TABLE 93 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COMPONENT, 2019–2025 (USD MILLION) 155
TABLE 94 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY SERVICE, 2016–2019 (USD MILLION) 155
TABLE 95 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY SERVICE, 2019–2025 (USD MILLION) 155
TABLE 96 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY PROFESSIONAL SERVICE, 2015–2019 (USD MILLION) 156
TABLE 97 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY PROFESSIONAL SERVICE, 2019–2025 (USD MILLION) 156
TABLE 98 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY APPLICATION, 2015–2019 (USD MILLION) 156
TABLE 99 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY APPLICATION, 2019–2025 (USD MILLION) 157
TABLE 100 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODE, 2015–2019 (USD MILLION) 157
TABLE 101 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY DEPLOYMENT MODE, 2019–2025 (USD MILLION) 157
TABLE 102 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 158
TABLE 103 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE,
BY ORGANIZATION SIZE, 2019–2025 (USD MILLION) 158
TABLE 104 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY VERTICAL, 2015–2019 (USD MILLION) 158
TABLE 105 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY VERTICAL, 2019–2025 (USD MILLION) 159
TABLE 106 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 159
TABLE 107 EUROPE: CUSTOMER SUCCESS PLATFORMS MARKET SIZE, BY COUNTRY, 2019–2025 (USD MILLION) 160
12.3.5 UNITED KINGDOM 160
12.3.6 GERMANY 160
12.3.7 FRANCE 161
12.3.8 REST OF EUROPE 161