Market Guide

2021 Market Guide for Customer Success Management Platforms

2021 Market Guide for Customer Success Management Platforms

2021 Gartner Market Guide for Customer Success Management Platforms evaluates 7 platforms, highlighting the importance of the Customer Success function to manage customer engagement, adoption, retention, and upsell/cross-sell objectives. In this, Gartner states that “CSM platforms provide capabilities to create a holistic view of the customer, guide customers through their journey, and expose customer health packaged in a way that provides accessible insights to all stakeholders that are actionable”.

We believe you can use the 2021 Customer Success Market Guide to learn:

  • Why Customer Success teams need a dedicated platform to more effectively execute against their strategies
  • How the customer success industry and practice has evolved in the last few years
  • The four essential capabilities that all CS platforms must support and recommendations for choosing the right platform for your business

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Gartner Market Guide for Customer Success Management Platforms. Michael Maziarka, Maria Marino, John Quaglietta. 27 April 2021

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved.

Email Icon Twitter logo Linkedin logo
Resource image

Share a few contact details and we’ll send you a link to download from your inbox.