Customer Relationship Management (CRM) software is a business resource designed to centralize your customer data for streamlined marketing and account management. As you might've guessed from the name, it specifically helps you and your business manage your relationships with your customers with the goal of increasing productivity, sales, and a wide range of other business metrics.
As far as how successful it is at helping to improve the operations at your business, we've collected a whole lot of statistics to help you understand how it works, what it does, and how it can help your company go from drab to fab.
Take a look at these CRM statistics below and check out some of the best CRM software providers while you're here.
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In This Guide:
Key CRM Stats
CRM software is a great way to ensure your business runs productively and efficiently. Here are a few key stats that will give you a good idea of how important this business resource can be.
- CRM can boost conversion rates by 300% (Finances Online)
- The ROI of a CRM software system, when properly implemented, can exceed 245%. (IBM)
- 50% of teams improved their productivity by using a mobile CRM (Forrester)
- Overall CRM usage increased from 56% in 2018 to 74% in 2019 (Stellaxius)
- CRM is expected to achieve over $80 billion in revenue by 2025. (Grandview research)
- Productivity for sales reps increases by 26.4% when adding social networking and mobile access to CRM applications (Nucleus Research)
- 22% of sales professionals are still unsure about what CRM is. (Finances Online)
- 74% of companies say CRM technology gives better access to customer data
(Resco.net) - 91% of companies with more than 11 employees use a CRM system (GetBase)
- 94% of customers look to make a purchase from the same source they have previously. (Tech.co)
People wouldn't invest in CRM software if it didn't improve their business in some way. Fortunately, there are lots of benefits to using this business tool, and we're going to show you a few statistics that prove it.
CRM can boost conversion rates by 300% (Finances Online)
CRM software is built to manage and even automate the lead creation process, making it easier to turn leads into sales. You can create a sales funnel that will organize your operations from top to bottom. Simply put, if converting is a problem for your business, CRM software can help.
The ROI of a CRM software system, when properly implemented, can exceed 245%. (IBM)
No one ever wants to spend money, but CRM software is a classic “you have to spend money to make money” situation. The return-on-investment for CRM is high to say the least, as you'll start seeing a lot more profit than you're spending on the monthly fee, which typically range from only $8 to $69 per month.
50% of teams improved their productivity by using a mobile CRM (Forrester)
Considering paperwork and communications are some of the most time-consuming tasks at a wide range of businesses, tools like CRM software — which are designed to organize, digitize, and automate most company processes — can be a big difference maker, even when used on something as simple as a smartphone.
Here are a few other notable statistics about the benefits of CRM software to small businesses:
- CRM software can boost sales by 29%, productivity by 34%, and forecast accuracy by 42%. (Finances Online)
- Productivity for sales reps increases by 26.4% when adding social networking and mobile access to CRM applications (Nucleus Research)
- The average ROI for CRM is $8.71 for every dollar spent. (Nucleus Research)
- 87% improvement in sales, 74% increase in customer satisfaction, 73% improvement in business efficiency. (Finances Online)
- CRM applications can increase revenue by up to 41% per sales representative. (Finances Online)
- Effective sales organizations are 87 percent more likely to be consistent users of CRM or another system of record. (Nutshell)
CRM Challenges Stats
While popular options like Salesforce have made CRM software a well-known business too, many still struggle to understand the tool for all it's worth. Take a look at a few statistics that outline some CRM challenges that users face.
- 22% of sales professionals are still unsure about what CRM is. (Finances Online)
- 32% of sales representatives spend more than an hour each day on manual data entry. It’s also the primary reason for the lack of CRM adoption. (Finances Online)
- 43% of CRM users only use less than half the features of their CRM system. (Finances Online)
- 23% of businesses insist paperwork and communications are their most time-consuming tasks. (Tech.co)
- 22% of business owners believe embracing new technology is the biggest challenge facing their company. (Tech.co)
Learn how to create a sales funnel with our handy guide
You aren't the only business owner thinking about purchasing CRM software. In fact, the industry has seen a windfall of interest, particularly since the start of the pandemic with businesses trying to keep up with the remote work boom. Here are a few statistics about CRM usage across the industry.
Overall CRM usage increased from 56% in 2018 to 74% in 2019 (Stellaxius)
Success in business is built on the ability to adapt to changing times, and the reality is that businesses are using CRM to run their businesses. CRM adoption rates certainly aren't getting any lower and for good reason. They're effective, they're affordable, and they make operations easier from the day to day. Even if you're one of the many businesses that believes embracing new technology is a challenge, you should consider this digital tool.
CRM is expected to achieve over $80 billion in revenue by 2025. (Grandview research)
The CRM industry is making money because it makes small businesses money. CRM revenue is up, CRM usage is up, and if you don't want to be left filling out forms by hand for the foreseeable future, you need something to bring your business into the 21st century.
- 91% of companies with more than 11 employees use a CRM system. (GetBase)
- CRM is among the top three tools and technologies for creating personalized interactions with customers to foster loyalty and better marketing ROI. (HubSpot)
- Productivity for sales reps increases by 26.4% when adding social networking and mobile access to CRM applications (Nucleus Research)
- In 2008, only 12% of businesses used cloud-based CRM – This figure has now increased to 87%. (Software Advice)
CRM software needs to be implemented properly to be effective and understanding your customer base is the best way to make sure that happens. After all, the CRM is just the fishing pole, you need to know where to cast to catch anything. Fortunately, these stats will help you get a better idea of how customers go from prospect to customer.
- 94% of customers look to make a purchase from the same source they have previously. (Tech.co)
- Customers spent 19% more at a company when they felt they belonged to that company's online community. (University of Michigan)
- 68% of customers decide to leave a business due to perceived indifference towards them. (Bloomtools)
- 80% of consumers are more likely to make a purchase from a company offering a personalized experience. (Epsilon)
- 38% of consumers believe reviews to be the most helpful resource when making a purchasing decision. (Tech.co)
- 90% believe that personalization makes a site intrinsically more appealing. (Slideshare)
For more information, check out our CRM pricing guide
Salesforce CRM Stats
- Salesforce is the leading CRM vendor with 19.5% of the CRM market share. (Gartner)
- Salesforce is twice as big as its nearest rival, SAP. (Gartner)
- Salesforce has 150,000 paying customers. (Salesforce)
- 83% of Fortune 500 companies are Salesforce customers. (Salesforce)
- Salesforce current valuation is approximately $177.28 billion. (Macroaxis)
Check out our full Salesforce review for more information
HubSpot CRM Stats
- HubSpot's current valuation is approximately $10.1 billion. (Macroaxis)
- HubSpot has over 56,500 paying customers. (HubSpot)
- HubSpot's total revenue was $186.2 million, up 29% compared to Q4'18. (HubSpot)
- HubSpot has 3.4% of the CRM market share. (Gartner)
Check out our full HubSpot review for more information
Monday.com CRM Stats
- Monday.com is valued at $2.7 billion. (Bloomberg)
- Monday.com has over 80,000 paying customers. (Techcrunch)
- Annual revenue for Monday.com is approximately $112.5M. (Owler)
Check out our full Monday.com review for more information
Zoho CRM Stats
- Zoho is a private company, so valuation is hard to say, but it's estimated to be between $5 billion and $15 billion. (Fubbi)
- Over 150,000 businesses use Zoho CRM. (Zoho)
- Zoho's annual revenue comes out to about $500 million. (The Marketing Student)
Check out our full Zoho CRM review for more information
SugarCRM Stats
- The current valuation of SugarCRM stands at $350 million. (Venture Beat)
- SugarCRM has two million users around the world. (CRM.org)
Check out our SugarCRM pricing guide for more information
Microsoft Dynamics CRM Stats
- Microsoft Dynamics represents 2.7% of the CRM market share. (Gartner)
- Approximately 40,000 or more business utilize Microsoft Dynamics CRM. (SourceEdge)
Check out our full Microsoft Dynamics review for more information
Zendesk CRM Stats
- Zendesk is currently valued at $2.1 billion. (Inc.)
- Zendesk has more than 40,000 pay customers serving 300 million people. (Zendesk)
- Annual revenue for Zendesk is approximately $814.17 million. (MarketWatch)
Check out our full Zendesk review for more information
Getting Started with CRM Software
To say you've got a lot of information in terms of CRM statistics would be quite the understatement. But with all this data, you should be able to make an informed decision about investing in CRM and pave the way for a seamless business experience.
Now for the next steps. With our handy CRM comparison chart, you can get a little more information about how much this helpful software will cost your specific business. Or, simply clicks the links below for more information.