2023 Gartner Market Guide for Customer Success Management Platforms has recognized ten vendors as Representative Vendors. In this report, Gartner states that “CSM programs have progressed from an emerging discipline into an increasingly mature and evolving practice. It is now possible to find talent with prior hands-on customer success experience who can help to shape, mold and operate a new practice with a CSM platform deployment”.

Download the 2023 Gartner Market Guide for CSM Platforms to learn:

  • Why there is a shift from a business case for CSM platforms built on churn reduction to one increasingly built on protecting ARR
  • Emerging themes in the CS market and product direction, including support for different sales models and emerging CSM roles, extending across partner networks, application of AI, and more
  • The four essential capabilities that all CS platforms have evolved to 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, Robert Blaisdell, John Quaglietta, Jennifer MacIntosh. 30 August 2023

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