53 Important CRM Statistics

9 min read

CRM statistics were first collected in the middle of the 1980s as the CRM market developed.

Early CRM systems worked more like simple contact management software when compared to what we think of today as customer relationship management. It wouldn’t be until 1995 that a push towards sales force automation really helped to create the first versions of what we think of as modern CRM software.

Since those early days, CRM systems have gone from being location-based software with on-premise installations to cloud-based systems that are purchased on a subscription basis.

Over the last ten years, the shift to cloud-based CRMs has really taken off.

CRM Industry Statistics 15

Source: Capterra.com

Organizations of every size, from sole proprietorships to Fortune 100 enterprises find that the use of CRM software helps them to stay proactive in customer relationship management activities.

Important CRM Software Statistics

1. 48% of CRM users say that they are accessing their software from their smartphone. Another 45% of users indicate that they use a tablet to get into their CRM regularly. In total, over 80% of users now access their CRM software from at least two different devices. (Software Advice)

CRM Industry Statistics 2

Source: IBM.com

2. 49% of CRM software users say that they are accessing their information on a minimum of three different devices. (Software Advice)

CRM Industry Statistics 26

Source: Softwareadvice.com

 

3. 47% of CRM users plan to increase their spending on customer service or help desk software as part of their future investment into CRM technologies. That’s higher than marketing automation (42%) and social media monitoring (40%). (Software Advice)

CRM Industry Statistics 18

Source: Gartner.com

4. 37% of small businesses, defined as having 100 employees or fewer, are “very satisfied” with their CRM software. Another 33% said that they are “somewhat satisfied” with their current system. (Software Advice)

CRM Industry Statistics 20

Source: Gartner.com

5. 35% of large companies, with 500+ employees, say that they are “very satisfied” with their product, but 52% of medium-sized companies say that they are either “somewhat” or “very” unsatisfied with their current CRM software package. (Software Advice)

CRM Industry Statistics 23

Source: Softwareadvice.com

6. CRM software has grown into an industry that is thriving globally. Revenues increased 27% according to 2015 data figures, which was double the growth from the year before. (Forbes)

CRM Industry Statistics 11

Source: Statista.com

7. In 2017, the industry revenue reached $39.5 billion for the first time. That’s over $4 billion in growth from 2016. (IBM)

CRM Industry Statistics 12

Source: Statista.com

8. Cloud-based services are driving the CRM software industry forward today. In 2008, only 12% of CRM systems were based in the cloud. In 2017, 87% of CRM usage is cloud-based, across companies of all sizes. (IBM)

CRM Industry Statistics 1

Source: IBM.com

9. 65% of the organizations which are using mobile CRM solutions are either meeting or exceeding their current sales quotas. For companies that aren’t using CRM software, only 22% say that they’re able to meet or exceed their current sales quotas. (IBM)

10. Over the past 25 years, CRM software systems have evolved to meet the needs of sales teams better. 65% of firms who choose a CRM say that its ease of use was their top priority. Another 27% cite schedule management, while 18% say that their ability to get a clear data snapshot is the top priority. (IBM)

CRM Industry Statistics 3

Source: IBM.com

11. The ROI of a CRM software system, when properly implemented, can exceed 245%. (IBM)

12. 50% of teams that implement a CRM improve their productivity. Sales productivity rises by 65%, while consultation time is reduced by 10%. Most importantly, the cost of customer service labor with a CRM decreases by 40%, while overall labor costs decline by 20%. (IBM)

CRM Industry Statistics 4

Source: IBM.com

13. At the current rate of growth for CRM software systems, the global industry expects to see revenues climb to more than $80 billion by the year 2025. That makes the CRM industry the fastest growing software market in the world right now. (Gartner)

14. Over 70% of businesses said in 2014 that they planned to spend more on digital marketing technology than they did in the year before. That figure hasn’t changed since. (Econsultancy)

CRM Industry Statistics 10

Source: Forbes.com

15. Only 3% of organizations say that they plan to decrease the amount that they’re spending on digital technologies in the next 12 months. (Econsultancy)

16. 45% of companies say that one of the areas of digital investment that they’re looking at is a CRM system. Only web analytics (46%) ranks as a higher priority. That places CRM systems higher than content management (41%), social media management (38%), email platforms (38%), and paid search (35%). (Econsultancy)

CRM Industry Statistics 17

Source: Forbes.com

17. 26% of CRM users say that their primary challenge is with system customization and integration. (Software Advice)

CRM Industry Statistics 9

Source: Statista.com

18. One of the largest demographics in terms of company size for CRM software implementation is with organizations that employ just 2 to 5 people, making up 18% of the industry. That’s the same industry percentage as businesses who employ between 101 to 500 employees have. (Software Advice)

CRM Industry Statistics 27

Source: Softwareadvice.com

19. Manufacturing businesses represent the largest segment within the CRM industry, holding 21% of all installations. They are followed by technology organizations (14%) and realtors (11%). Sales firms, consulting organizations, and financial services all have a 5% or higher industry share of installations respectively as well. (Software Advice)

20. 91% of companies with at least 11 employees are currently using some type of CRM software to meet the needs of their business. 74% of those companies say that their solutions have improved data access about their customers. (RingLead)

CRM Industry Statistics 8

Source: Capterra.com

21. Many organizations do not take the time to learn to use their CRM software effectively.  Up to 30% of the stored data in CRM software installations is considered “not useful.” (RingLead)

22. Without a CRM, 79% of leads fail to covert. An organization that implements a CRM earns an ROI of about $5 for every $1 they invest. That creates up to a 65% boost in sales quotes, with conversion rates improving by as much as 300%. (IBM)

CRM Industry Statistics 19

Source: Michael Krigsman via Slideshare

23. 74% of the companies that use a CRM as part of their organizational processes report having better customer relationships. (IBM)

24. In 2010 global CRM revenues were $13.93 billion. Since then, industry revenues have nearly tripled. (Statista)

CRM Industry Statistics 34

Source: Capterra.com

25. The CRM software industry in the United States is based on over 830 firms providing services to customers in some way. Total industry employment currently stands at more than 42,000 people. (IBIS World)

26. Since 2013, the annual growth in revenues for the U.S.-based CRM industry has averaged 8.7%. (IBIS World)

27. 68% of customers say that they stop working with a company because they believe the brand doesn’t care about them as a person.  (The Rockefeller Group)

CRM Industry Statistics 37

Source: AmericanExpress.com

28. 52% of customers who have a terrible experience with a company tell their friends or family about what happened. That’s higher than the percentage of customers who ask for a manager when a bad experience happens (51%), stop doing business with the company (35), or post negative feedback in a survey (27%). (Oracle)

29. 73% of adults in the United States say that a friendly customer service experience makes them want to come back for more products or services in the future. Some even describe this experience as “falling in love” with the company. (Oracle)

30. Customers are willing to pay 12% more for products or services when they receive services that they feel are “exceptional.” 60% of American customers, however, believe that businesses haven’t increased their focus on offering an excellent customer service experience. (American Express)

CRM Industry Statistics 36

Source: AmericanExpress.com

31. 42% of customers in the U.S. say that companies are helpful, but they aren’t doing anything extra to keep their business. Over 20% of customers believe that companies are taking their presence for granted. (American Express)

CRM Industry Statistics 35

Source: AmericanExpress.com

32. 81% of American adults agree that smaller companies are placing a more significant emphasis on providing a high-quality customer service experience compared to larger organizations. (American Express)

33. 65% of customers say that the reason why they’ve had a fantastic service experience with a company is that the customer representative was friendly and knowledgeable, which allowed them to have their concerns effectively met. (American Express)

CRM Industry Statistics 22

Source: Softwareadvice.com

34. 56% of customers admit that they’ve lost their temper with a customer service representative because they perceived what they were receiving was a poor service experience. (American Express)

35. 65% of companies said that they lacked core CRM software capabilities when they first implemented their customer relationship management initiatives. 52% stated that they lacked integration requirements. That was followed by a lack of user experience requirements (37%), a lack of mobile platform support requirements (36%), and a lack of role-based UI design requirements (34%). (Forrester)

CRM Industry Statistics 25

Source: Softwareadvice.com

36. 476% of organizations implementing a CRM initiative reported experiencing user adoption struggles.  (Forrester)

37. 42% of companies implementing CRM software said they struggled with process documentation during their experience. (Forrester)

CRM Industry Statistics 21

Source: Gartner.com

38. The average return that companies achieve when they invest in a CRM may be as high as $8.71 for every dollar they spend. Average returns have risen from $5.60 per each $1 spent since 2011 in the industry. Data accessibility for salespeople because of their access to CRM systems will shorten their sales cycle by as much as 14%. (Nucleus Research)

39. Sales organizations that are seen to be effective at what they do are 81% more likely to be using CRM software systems. Almost 25% more sales representatives can achieve their annual quotas because they have mobile access to their CRM. (Aberdeen Group)

CRM Industry Statistics 24

Source: Softwareadvice.com

40. 47% of organizations that use a CRM system say their installation has had a “significant” impact on their customer retention. That’s the same percentage of companies with a CRM initiative who say that their efforts have had a “significant” impact on overall customer satisfaction. (Capterra)

CRM Industry Statistics 28

Source: Capterra.com

41. Over 50% of CRM users today adopted their system within the first 5 years of their company being founded. Almost 70% of those companies had at least 100 customers when they made their first CRM software purchase. (Capterra)

42. The average business spends about $150 per user, per month on their CRM software system. 61% of companies pay over $50 per month for each user. (At LoTops, your cost is just $19 per user, per month, with every feature included.) (Capterra)

CRM Industry Statistics 32

Source: Capterra.com

43. The largest single motive for adopting a CRM system was needing a central database of customer information. (Capterra)

CRM Industry Statistics 30

Source: Capterra.com

44. Over 60% of companies that describe their primary structure as B2C are using a CRM system, compared to the 55% of B2B companies who are using one. Only 10% of business-to-government companies and just 4% of non-profit (tax-exempt) agencies are currently using some type of CRM system. (Capterra)

45. Companies earning between $1 million to $5 million in annual revenues make up the largest segment of the CRM software industry. 17% of installations are for organizations with receipts of less than $1 million per year. 16% earn between $10 million to $50 million per year. (Capterra)

CRM Industry Statistics 5

Source: Capterra.com

46. Sales departments are the most likely to use CRM systems, with 80% of current users saying their team has access to the system. About 45% of users report that their marketing departments have access to their CRM system, while over 40% say their customer service department has access. The departments with the least access are HR and Finance. (Capterra)

CRM Industry Statistics 6

Source: Capterra.com

47. 18% of CRM installations are purchased by companies who have been in business for less than 12 months. (Capterra)

CRM Industry Statistics 7

Source: Capterra.com

48. 25% of the organizations with a CRM system say that they have 2 to 4 administrative users with access. 23% have 5 to 9 authorized users, while 20% have between 10 to 19 authorized users. Only 12% of installed systems have just one administrative user with authorization. (Capterra)

CRM Industry Statistics 13

Source: Capterra.com

49. 40% of organizations have a team with more than 50 sales reps who have access to their installed CRM system. In comparison, about 25% of teams say that they have as few as two customer service representatives using the system. (Capterra)

CRM Industry Statistics 14

Source: Capterra.com

50. 2 out of 5 purchases in the CRM software industry involve an organization that is dissatisfied with its current system. Over 40% of those who switch systems say that their last CRM didn’t have the right features. 25% of switchers say that their previous CRM was too expensive. (Capterra)

CRM Industry Statistics 29

Source: Capterra.com

 

51. 6% of the companies that decided to purchase a CRM system didn’t do any demos before signing up.  (Capterra)

CRM Industry Statistics 31

Source: Capterra.com

52. 24% of CRM users say that functionality is the most crucial factor in their purchasing decision. That was followed by ease of use (20%), price (14%), and company reputation (9%). (Capterra)

CRM Industry Statistics 33

Source: Capterra.com

 

53. 39% of customers who say that they’ve lost their temper due to poor customer service have threatened to take their business to a competitor. (American Express) 

2018-12-06T12:14:39+00:00
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