Customer Relationship Management (CRM) software is a business resource designed to assist you in your day-to-day business operations. 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.
In This Guide:
Key CRM Stats
- Overall CRM usage increased from 56% in 2018 to 74% in 2019 – Stellaxius
- 91% of companies with more than 11 employees use a CRM system – GetBase
- The average ROI for CRM is $8.71 for every dollar spent – Nucleus Research
- CRM can boost conversion rates by 300% – Finances Online
- 50% of teams improved their productivity by using a mobile CRM – Forrester
- CRM applications can increase revenue by up to 41% per sales representative – Finances Online
- CRM are known to improve customer retention, by as much as 27% – Trackvia
- A mere 5% increase to your customer retention efforts can increase profits by between 25% and 95% – Bain & Company
- 73% of customers point to customer experience as an important factor in their purchasing decisions – PWC
- 22% of business owners believe embracing new technology is the biggest challenge facing their company – Tech.co
CRM Industry Stats
- CRM is the fastest growing software marketing. (Grand View Research)
- The CRM market size currently has a value of $120 billion. (Finances Online)
- By 2025, the CRM market has already increased to $82 billion, growing at 12% per year. (Finances Online)
- CRM systems overtook the database management systems (DBMSs) by revenue in late 2017. (Gartner)
- The most popular sales tools for businesses include CRM, social prospecting, data and list services, email engagement, phone, and sales cadence. (Sales for Life)
- CRM year-over-year growth is expected to be 25% among marketing leaders. (HubSpot)
- CRM is among the top three tools and technologies for creating personalized interactions with customers to foster loyalty and better marketing ROI. (HubSpot)
- 54% of B2B marketers say they feel “empowered to collaborate” with their sales teams. (HubSpot)
- 32% of CRM users belong to the service industry, followed by IT at 13% and manufacturing companies also at 13%. (Select Hub)
- The global mobile CRM market will grow 11% to $15 billion worldwide this year. (Mobile Marketer)
- Overall CRM usage increased from 56% in 2018 to 74% in 2019. (Stellaxius)
- 46% of sales teams report widespread use of CRM systems. (Entrepreneur)
- 91% of companies with more than 11 employees use a CRM system. (GetBase)
- When considering which CRM to use, businesses consider 65% ease of use, 27% schedule management, and 18% data snapshot capability. (Finances Online)
- 13% of companies say that investing in CRM is one of their top sales priorities. (Finances Online)
- 81% of users are now accessing their CRM software from multiple devices. (One Page Express)
- In 2008, only 12% of businesses used cloud-based CRM – This figure has now increased to 87%. (Software Advice)
- Contact management (94%), interaction tracking (88%), and schedule/reminder creation (85%) are the top-requested CRM software features. (Software Advice)
- The average ROI for CRM is $8.71 for every dollar spent. (Nucleus Research)
- CRM software can boost sales by 29%, productivity by 34%, and forecast accuracy by 42%. (Finances Online)
- CRM applications can increase revenue by up to 41% per sales representative. (Finances Online)
- CRM can boost conversion rates by 300%. (Finances Online)
- Effective sales organizations are 87 percent more likely to be consistent users of CRM or another system of record. (Nutshell)
- 87% improvement in sales, 74% increase in customer satisfaction, 73% improvement in business efficiency. (Finances Online)
- The ROI of a CRM software system, when properly implemented, can exceed 245%. (IBM)
- 74% of CRM software users said that their CRM system gave them improved access to customer data. (Capterra)
- 50% of business owners said CRM increased productivity, 65% increased their sales quota, 40% labor cost reduction, 74% increased customer relationships. (Finances Online)
- Companies with CRM adoption rates of less than 75% have poorer sales teams’ performance. (CSO Insights)
- 50% of teams improved their productivity by using a mobile CRM. (Forrester)
- 84% of customers believe the experience a company provides is as important as its products and services. (Salesforce)
- 69% of customers expect a connected experience when they engage with a company. (Salesforce)
- 78% of customers now expect consistent interactions across departments. (Salesforce)
- 94% of customers look to make a purchase from the same source they have previously. (Tech.co)
- Customer service is poised to supplant price and product as the number one differentiator among brands. (Walker Info)
- Only 49% of US consumers believe companies provide a good customer experience. (PWC)
- 73% point to customer experience as an important factor in their purchasing decisions. (PWC)
- 52% of consumers agree that companies need to take action on customer feedback. (Microsoft)
- 38% of consumers believe reviews to be the most helpful resource when making a purchasing decision. (Tech.co)
- 40% of customers insisting they don't care whether or not a human helps them. (Invesp)
- 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)
- 90% believe that personalization makes a site intrinsically more appealing. (Slideshare)
- Customers spent 19% more at a company when they felt they belonged to that company's online community. (University of Michigan)
- 87% of consumers reported willingness to make a purchase based purely on a company's stance on social matters. (Cone Communications)
- 76% said they would decline to do business with a company if it held views and supported issues that conflicted with their beliefs. (Cone Communications)
- 22% of sales professionals are still unsure about what CRM is. (Finances Online)
- CRM research shows that the number one challenge to CRM adoption is manual data entry. (Finances Online)
- Sales professionals spend two thirds of their office hours on administrative tasks like CRM software management. (Finances Online)
- 43% of CRM users only use less than half the features of their CRM system. (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)
- 13% of companies say that using sales technologies in day-to-day jobs is more difficult now than 2–3 years ago. (HubSpot)
- Nearly 6 in 10 salespeople say that when they figure out what works for them, they don't change it. (HubSpot)
- 22% of business owners believe embracing new technology is the biggest challenge facing their company. (Tech.co)
- 23% of business owners said manual data entry was their biggest difficulty without CRM software, followed by 17% lack of data integration, invalid/ incorrect data 9% and difficulty in tracking sales funnel 9%. (Science Soft)
- 40% of small to medium enterprises without a CRM say they lack the resources to implement one and 38% also say they lack the required IT skills. (Workbooks)
- 23% of businesses insist paperwork and communications are their most time-consuming tasks. (Tech.co)
- 34% of SMEs without a CRM cite resistance to change as an obstacle. (Workbooks)
- Only 47% of businesses with an implemented CRM have an adoption rate of over 90% in the business. (CSO Insights)
- 17% of salespeople cite lack of integration with other tools as the biggest challenge using their existing CRM. (HubSpot)
Customer Retention Stats
- CRM are known to improve customer retention, by as much as 27%. (Trackvia)
- A mere 5% increase to your customer retention efforts can increase profits by between 25% and 95%. (Bain & Company)
- It costs five times as much to reach new customers as it does to retain your existing ones. (Invesp)
- Loyal customers spend 67% more than new customers. (Slideshare)
- Businesses have a 60% to 70% chance of selling to an existing customer. (Forbes)
- Loyal customers are five times as likely to repurchase and seven times as likely to try a new product or service. (XM Institute)
- Loyal customers are more likely to refer, and new customers who have been referred are more valuable than those who are not. (Harvard)
- Loyal customers are almost six times as likely to forgive mishaps. (Tempkin Group)
- US companies lose $136.8 billion per year due to avoidable consumer switching. (CallMiner)
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.