Customer Relationship Management (CRM) software is a key management solution for any business, large or small. CRM software providers help to gather all your customer information together, allowing marketers and account managers to process and act upon the same data at all times.
The value of the software lies in how it centralizes all your customer data, and integrates it smoothly with the rest of your company’s tools and services.
CRM is increasingly popular across all industries, with adoption over 90% among businesses with more than 11 employees (GetBase). That statistic is just one out of the many facts and figures that we’ve collected to help you understand CRM better—and learn how it can help your operation do its absolute best.
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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)
- 91% of companies with more than 11 employees use a CRM system. (GetBase)
- For companies using a mobile CRM, 65% are meeting their sales quotes. (Nucleus Research)
- 74% of companies say CRM technology gives better access to customer data. (Resco.net)
- 94% of customers look to purchase from the same source they have previously. (Tech.co)
- In 2008, only 12% of businesses used cloud-based CRM – This figure has now increased to 87%. (Software Advice)
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, since CRM pricing typically ranges 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)
- For companies using a mobile CRM, 65% are meeting their sales quotes. (Nucleus Research)
- The average ROI for CRM is $3.10 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% more likely to be consistent users of CRM or another system of record. (Nutshell)
- Nearly half of businesses (49%) saw their customer acquisition cost (CAC) decrease by 11-20% with a CRM platform. (Freshworks)
CRM Challenges Stats
While popular options like Salesforce have made CRM software a well-known business tool, 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)
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.
73% of businesses used CRM software in 2024 (Freshworks)
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 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.
The CRM market is projected to grow from $101.41 billion in 2024 to $262.74 billion by 2032 (Fortune Business Insights)
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)
- The mobile CRM market is projected to grow 11.90% between 2024 and 2034, eventually reaching $58.07 billion. (Future Market Insights)
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 money 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
CRM Software Stats
If the above statistics have piqued your interest enough to look into getting CRM software for your business, we don’t blame you! Fortunately, we’ve collected plenty of statistics on specific providers, like Salesforce and HubSpot, to help you make the right decision for your business. Plus, you can always check out our CRM comparison page to learn more about your best options.
Salesforce CRM Stats
- Salesforce is the leading CRM vendor with 21.7% of the CRM market share. (Gartner)
- Salesforce revenue is expected to reach $37.8 billion to $38.0 billion in 2025, from $34.9 billion in 2024. (Cyntexa)
- Salesforce has over 150,000 paying customers. (Salesforce)
- 83% of Fortune 500 companies are Salesforce customers. (Salesforce)
- Salesforce’s current valuation is approximately $274.9 billion. (Stock Analysis)
Check out our full Salesforce review for more information
HubSpot CRM Stats
- HubSpot’s current valuation is approximately $35.84 billion. (Stock Analysis)
- HubSpot has nearly 248,000 paying customers. (HubSpot)
- HubSpot’s total revenue in 2024 was $2.63 billion, up 21% from fiscal year 2023. (Yahoo! Finance)
- HubSpot has 3.4% of the CRM market share. (Gartner)
Check out our full HubSpot pricing review for more information
monday.com CRM Stats
- monday.com is valued at approximately $13.79 billion. (Stock Analysis)
- monday.com has over 152,000 paying customers. (monday.com)
- Annual revenue for monday.com is approximately $267.98 million. (Markets Insider)
Check out our full monday.com CRM review for more information
Zoho CRM Stats
- Zoho is a private company, so valuation is hard to say, but one estimate puts it at $5.93B. (Tracxn)
- More than 700,000 businesses use Zoho CRM. (Business Standard)
- Zoho’s annual revenue surpasses $1 billion. (Evertiq)
Check out our full Zoho CRM review for more information
SugarCRM Stats
- SugarCRM’s estimated annual revenue is $108.6M per year. (Growjo)
- 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 4.17% of the CRM market share. (6Sense)
- Approximately 40,000 or more businesses utilize Microsoft Dynamics CRM. (SourceEdge)
Check out our full Microsoft Dynamics review for more information
Zendesk CRM Stats
- Zendesk sold to private-equity firm in 2022 for $10.2 billion. (TechCrunch)
- Zendesk has more than 100,000 paying customers. (Zendesk)
- Annual revenue for Zendesk is estimated to reach $3.26 billion for 2025. (Eulerpool Research)
Check out our full Zendesk review for more information
Freshworks CRM Stats
- Freshworks, the parent company to Freshworks CRM, is valued at $4.93 billion. (Stock Analysis)
- Freshworks has more than 72,200 paying customers. (The Arc)
- Freshworks’ annual revenue for 2024 clocked in at $720.4 million. (The Arc)
Next Steps: 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: Getting your own CRM. You can get a little more information about how much this helpful software will cost your specific business by checking out our handy CRM comparison chart.