Magic Quadrant for Customer Success Management Platforms
Vendors or products added in this year’s report may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were added in this report.
Vendors or products dropped from one year to the next may indicate a change in the market, change in evaluation criteria, or change of focus by the vendor.
No vendors were dropped in this report.
This is a new Magic Quadrant, so no vendors were added or dropped. The CSM platform market crossed $500 million in 2023, growing 14% (slower than previous years due to cooling tech demand). Market is expected to grow 18% annually over the next several years. All vendors in this quadrant are privately held (either by private equity or VC-backed). Notable M&A activity includes Totango/Catalyst merger, Gainsight acquiring Northpass, and ClientSuccess acquiring Status and Baton.
A: As this is a new Magic Quadrant, there are no vendors appearing or disappearing from previous years. The inclusion criteria required vendors to have at least 50 full-time employees, sales presence in at least two regions, at least 100 paying customers or 40 new customers in the past 12 months, and the platform must have been in production use for at least one year with general availability as of June 1, 2024.