The Ultimate List of CRM Statistics for 2023
Almost every modern sales team is using some form of CRM platform.
Then, why do some sales and marketing teams outperform the rest? Are they not using the right CRM software? Or are they using their CRM solutions in the wrong way?
Read on to find out the answers to these and several other CRM-related questions via these latest CRM statistics. Yes, via numbers because numbers speak louder than opinions thrown on the internet.
In this CRM statistics listicle, you will encounter invigorating metrics. Metrics discussing the latest trends among CRM buyers. The benefits and challenges of CRM software. The CRM adoption rates in the companies.
And amidst the CRM statistics discussing the industry's current state, you will learn of the difference between the performing companies' CRM usage and lagging teams' CRM usage.
Thought-provoking CRM Statistics for Sales and Marketing Teams
- CRM software can increase sales by up to 29% and boost sales team productivity by 34%. Plus, it can decrease the sales cycle by 8-14%.
- Sellers that use CRM software have more prospects, quotes, or RFP responses (14.25 per sales rep per month, vs. 9.40).
- 65% of mobile CRM users can meet their annual sales quota vs. 22% of non-mobile CRM users.
- 59% of organizations say CRM applications have helped them improve customer retention (by 47%), customer satisfaction rate (by 47%), and reduce lead cost (by 27%).
- Top-performing salespeople (reached 125% of their quota) possess higher confidence in their CRM data than non-top salespeople (53% vs. 32%).
- Organizations received US$ 8.71 for every dollar spent in 2014, which was 1.5x more than in 2011. Today, the average ROI is expected to be around US$ 30.41 for every US$ 1 spent on CRM solutions.
Worldwide CRM Market Statistics
1. The global CRM market size was valued at US$ 52.4 billion in 2021 and will exhibit a CAGR of 13.3% from 2022 to 2030.
(Grand View Research, Fortune Business Insights)
Before the pandemic, Fortune Business Insight's report on the global CRM market indicated a CAGR of 12.1% from 2021 to 2028. And the same report predicted that the CRM market value will reach US$ 128.9 billion by 2028.
But the pandemic forced businesses to find new ways to connect with customers. In effect, many businesses started using customer relationship management (CRM) software. (Some 75% of companies have increased their digital technology investment since the pandemic).
In fact, the overall CRM market grew by 10% during 2020 alone, the highest percentage point increase in the last five years.
As of 2021, 91% of businesses with more than 11 employees use a CRM software, compared to 12% in 2008.
- The CRM adoption rate in the North American region is 83.6%
- 85.6% of European companies use CRM technology
- 75.9% of the companies located in the Asia-Pacific region employ CRM technology
By region, North America dominates the current global CRM market share, with a market value of US$ 17.33 billion. And the CRM statistics indicate that the US will dominate the CRM industry even during the forecast period.
2. 65% of companies start using a CRM system within the first five years.
Companies think the sooner, the better when it comes to CRM adoption. Capterra's CRM statistics reveal that:
- 18% of companies start using a CRM solution within the first year
- 20% start using it within the first two years of business
- 23% use a CRM system when their companies are 3-5 years old
Moreover, some 60% of organizations purchased a CRM system after recording at least 100 customers.
Additionally, 20% of organizations have used CRM solutions for at least 6-10 years. 10% have been using CRM solutions for more than ten years. (CRM technology has existed since the 1980s).
Also important to note, organizations of all revenue sizes use CRM solutions.
75% of the organizations that use a CRM system have annual receipts anywhere from US$ 1 to US$ 50 million. Of which, 52% of companies using a CRM system make less than US$ 10 million in annual revenue.
3. CRM software can increase sales by up to 29% and boost sales productivity by 34%.
(Hubspot's State of Inbound)
Still, 22% of sales professionals don't understand CRM technology. Additionally, 40% of reps use informal methods like Excel to store customer data. Of which 21% also use physical files and folders.
Likewise, HubSpot's CRM Statistics highlight that 43% of sales teams use only half of the features of their CRM tools.
Nonetheless, the good news is that 65% of sales teams were using a sales CRM platform as of 2020, compared to 59% in 2018. Back in 2013, only 37% of sales teams were familiar with CRM technology.
Moreover, 65% of sales professionals say CRM systems have helped them meet their sales quotas by helping them understand the top sales priorities.
Equally important, the stress created due to unrealistic annual sales quota has seen a 50% decline since 2010. One direct reason for the decline: CRM technology provides data-driven insights and transparency into what's working (and what's not).
CRM Statistics: The Benefits of Using CRM Software
4. Cloud-based CRM systems (used by 87% of organizations) deliver 1.7x more ROI than on-premise CRM software (used by 13%).
Nucleus Research's CRM statistics from 2014 reveal that the average ROI received from CRM systems in 2011 was US$ 5.60 for every dollar spent.
The same report suggested that organizations received US$ 8.71 for every dollar spent back in 2014, which was 1.5x more than in 2011.
And while it isn't clear what the average ROI of CRM is now, Dynamic Consultant Group estimates the average to be around US$ 30.48 for every dollar spent, considering the rate increased 1.5x per year.
Additionally, IBM's CRM statistics indicate that the ROI generated from CRM technology can exceed 245% if appropriately implemented.
Another essential point, the same Nucleus Research report on CRM systems, reveals that cloud CRM software delivers 1.7x more ROI.
5. 50% of CRM buyers see an ROI in 6 months or less, and the average ROI period is 13 months.
(G2's CRM Statistics)
According to G2's CRM stats, 74.5% of CRM users see an ROI in 12 months or less. As a matter of fact, only 7.5% haven't realized a full payback yet.
6. Sales teams that use CRM tools have more prospects, quotes, or RFP responses (14.25 per sales rep per month, vs. 9.40).
(IBM's From Social Media to Social CRM)
Not only this, IBM's CRM statistics indicate that at least 65% of sales teams using CRM technology say it helped them meet their annual sales quota. The same CRM stats reveals:
- 74% of organizations say CRM software leads to improved customer experience
- 73% report CRM technology improved their business process efficiency
- 87% of sales professional report CRM system has improved their sales process
- 74% of companies say CRM analytics has helped them improve their customer satisfaction rate.
Equally important, CRM technology can increase revenue coming from individual sales representatives by 41%. Moreover, Aberdeen's CRM stats reveals that CRM software leads to a 23% higher lead conversion rate.
Furthermore, sales teams report widespread usage of CRM tools helps them send 52% more proposals and quotes per sales individual.
7. CRM software can reduce the sales cycle by up to 8-14%
On average, sales professionals spend 23% of their time on administrative tasks. However, CRM technology can automate such administrative tasks so that sales reps can focus on generating and converting more leads.
And since the sales reps using CRM have better access to customer data, they say it allows them to reduce their sales cycle by 8 – 14%. (Sales reps spend 40% of their time looking for prospects).
Additionally, Agile's CRM statistics reveal that 74% of companies using CRM applications say that it gave them improved access to customer data.
To enumerate the importance of customer data, 30-40% of the sales go to the vendors that first get in touch with the prospects. 42% of sales representatives say they missed the deal because competition got to the prospects first.
8. 64% of sales teams say CRM software has been either “impactful” or “very impactful” in increasing revenues.
Resco's CRM statistics indicate that at least 50% of companies say CRM usage increased their sales forecasting accuracy by 42%.
- 62% say CRM systems improved lead management
- 61% of customer service agents using CRM software say it made their processes more efficient
- 59% of organizations report CRM software has standardized sales workflows
- Plus, 57% say CRM usage helped them lower customer acquisition costs
By helping the salespeople, marketing teams, and customer support specialists, marketing CRM solutions are helping companies reduce the marketing and customer retention efforts. In turn, helping them speed the sales cycle and deliver better, more efficient customer service.
9. 59% of organizations say CRM applications have helped them improve customer retention (by 47%), customer satisfaction rate (by 47%), and reduce lead cost (by 27%).
Also, 92% of CRM buyers say it assisted them in meeting their customer-centricity goals.
It is crucial to remember that when companies improve customer retention by even 5%, they can boost profits by 95%. Secondly, retaining customers is 5-25x less expensive than customer acquisition cost (CAC).
In addition, the cost of losing a customer, on average, is US$ 243.
Not to mention, loyal customers are more critical to businesses than new leads, given loyal customers spend 67% more by their third year than the first year.
Implying, organizations can make, as well as save, more money with CRM applications.
10. 70% of sales teams say that their CRM system was “very important” to closing deals.
(LinkedIn's the State of Sales, 2021)
Consequently, 2 in 5 sales reps are planning to invest “significantly more” in a CRM system this year.
Moreover, 70% of effective sales organizations plan to invest more in sales technologies in 2022, given organizations think data is more crucial than ever.
CRM Statistics: Customer Preferences
11. 32% of all recent CRM buyers were already using CRM technology but were looking for change or updates.
Moreover, 22% of organizations weren't using any system to record customer data, indicating that businesses are starting to recognize the benefits of CRM software.
Additionally, SoftwareAdvice's CRM statistics reveal that only 20% of CRM buyers used manual methods, compared to 50% in 2018.
Not to mention, there are fewer barriers for first-time CRM users now than ever. 66% say they were able to go live within a month after purchasing the simple CRM solutions.
12. Over 50% of CRM users are in real estate, consulting, distribution, and insurance (according to one source).
(Software Advice, SalesHub)
This isn't surprising since all these businesses — real estate (24% of CRM software users), consulting (11%), distribution (8%), and insurance (8%) — rely heavily on contact management.
Moreover, SelectHub's CRM statistics indicate that the service industry (32%) represents the majority of CRM users, followed by IT (13%).
Be that as it may, both CRM stats highlight that today's CRM users come from various industry segments, including manufacturing, and software/IT.
Yes, even the manufacturing companies using ERP software (the good ones come with CRM functionalities) use CRM software.
They feel the CRM features in their ERP software are inadequate. (Based on the SalesHub's CRM buyer's responses).
The same is the case with consultant CRM software users.
Most consultants who previously used contact management software prefer CRM because it allows them to measure key metrics like customer interactions.
13. Contact management (94%), track interactions (88%), scheduling (85%) are the top-requested CRM software features (year on year).
Be it 2016, 2017, 2018, or 2021 — contact management remains the top feature that CRM customers expect, which is basic CRM functionality.
Moreover, when it comes to advanced features like pipeline and funnel monitoring (26%), sales automation (22%), a central database (20%), email marketing (20%), customization (18%), and analytics (17%) — only a fifth of new or existing customers expect these functionalities.
14. 80% of CRM buyers are more likely to purchase from a vendor that offers a more personalized experience
Additionally, at companies with annual receipts less than US$ 50 million, the purchasing decision is made mainly by the CEO (20%), sales teams (15%), and marketing teams (9%).
In contrast, in companies with annual receipts of more than US$ 50 million, the purchasing decision is made chiefly by IT (30%), marketing teams (15%), and sales (9%).
At most, the CEO or president only makes CRM purchasing decisions 2% of the time at high valued companies.
CRM Statistics: Social and Mobile CRM
15. 65% of mobile CRM users are able to meet their annual sales quota vs. 22% of non-mobile CRM users.
This means that mobile CRM users perform 59% better than non-mobile CRM users.
Given that 78% of small businesses with non-mobile CRM never actually achieve their sales quota, it is high time that SMBs start adopting suitable all-in-one CRM software.
Nevertheless, the good news is that as of 2021, 81% of companies were using multiplatform CRM software.
16. Mobile CRM access increases sales productivity by 15%; still, the adoption rate of mobile CRM (47%) is lower than desktop CRM (80%).
Needless to say, mobile CRM access allows employees to work on the go and from home with the help of their mobile devices.
In fact, according to Forcemanager's CRM statistics, 50% of mobile CRM buyers say they were able to increase their productivity by 15%.
Nevertheless, although 81% of companies have adopted multiplatform customer relationship management tools, most employees (about 80%) still work via the Windows and Mac CRMs.
In comparison, CRM on mobile devices is used by only 48% of sellers, followed by tablets users (45%).
17. Social CRM improved customer retention by 26% and sales productivity by the same percentage.
(Global Web Index data, Hootsuite)
GWI's CRM statistics reveal that 86% of consumers expect brands to reply to their complaints (on Twitter) within an hour.
73% want the vendors to interact with them in real-time. Equally important, Adweek's CRM stats highlight that ¼th of social media users expect the vendors to respond within an hour of lodging the complaint.
Moreover, given that 25% of users follow their favorite brands on social media platforms, companies must start using CRM software that integrates social media and allows social tools to communicate internally.
CRM Statistics: The Challenges with CRM Software Tools
18. Around 50-70% of CRM projects fail to meet expectations!
Additionally, 1/3rd of all CRM projects are canceled.
The reason is simple: CRM software tools follow the commercial strategy marketers employ. However, most marketing teams think it is the other way around. They think the system will bring the strategic direction for marketing, sales, and service.
Also important to note, Forrester's CRM stats reveal that a 47% failure rate of CRM strategies is caused by a “lack of knowledge.” Lack of business strategy (48%), lack of process change (45%), and lack of executive support (40%) — are some other top reasons.
So, when it comes to successful CRM implementation, companies should train employees and teach them how to input good data into the CRM software. (Gartner highlights that some companies believe that poor data quality is responsible for an average of $15 million loss per year).
19. 32% of sales professionals spend an hour per day on manual data entry, 24% spend 5-10 hours per week
(Hubspot, the State of Inbound)
HubSpot's CRM statistics highlight that 33% of employees use a CRM for up to 3-5 hours per week on manual data entry, which is not appropriate for their time.
In fact, two of the primary complaints from the sellers are “re-entering email marketing data into a CRM” and “entering notes into a CRM.”
Nevertheless, almost all the sales agents say they can keep up with the administrative tasks because CRM technology helps them “be organized with clients, prospective, and leads.”
20. 47% of consumers say they've lost control of their data.
91% of newer generation customers are ready to share information with the vendors for a personalized experience. However, they would prefer if the companies explained how the companies would use the data.
87% of B2B customers say they don't know how the sellers use their data.
Means that employees who use CRM software have to convince customers that their data is in good hands. In fact, 84% of customers trust a vendor with solid security controls.
21. 85% of employees report making an embarrassing mistake because of inaccurate CRM data.
Inaccurate CRM data is one of the top concerns among 37% of organizations.
- 39% say they called the prospects multiple times (duplicates)
- 33% say they called a prospect who already owns their products (or services)
- 33% say they called the prospects using the wrong name
- 29% say they misunderstood prospect's needs because of inaccurate customer data
- Plus, 29% say they used the wrong gender because of wrong information in the CRM database
Customer Relationship Management (CRM) Career Statistics
22. The average pay of a CRM administrator in the US is $53,000 in 2021.
A CRM administrator, responsible for bridging the gap between their employers' CRM computer systems and the users, is the 6th most frequently required skill among employers.
Plus, CRM skills as a requirement is growing at a rate of 5% per year in the job posting listings at Ziprecruiter.
Customer service, communication skills, entrepreneurship, detail-oriented, and collaboration are the top five frequently required skills among the top employers.
Customer Relationship Management (CRM) Adoption Statistics
23. Top-performing salespeople (reached 125% of their quota) possess higher confidence in their CRM data than non-top salespeople (53% vs. 32%).
(LinkedIn's the State of Sales, 2020)
However, the top-performing salespeople with high confidence in their CRM software are also aware that the customer data has a shelf life.
In fact, 85% say they lost at least one deal because their customer changed jobs or positions. Likewise, 33% say they lost at least three deals because their prospects changed positions.
Implying, sellers should stay on top of their data and interact with the prospects before they become unresponsive.
24. Salesforce (33%), Microsoft Dynamics (29%), and Zoho (11%) own nearly ¾th of the global CRM market share.
Salesforce is the CRM industry leader, with over 33% of all companies using its CRM solution. Also, 88 of the Fortune 100 companies use at least one Salesforce product.
Moreover, when customers switch to Salesforce's technology from any other CRM solution:
- Sales productivity increases by 47%
- And their customer satisfaction rate increases by 35%
- 25% of companies say they were able to increase annual revenue because of Salesforce's CRM solution
HubSpot's (paid) cloud CRM is used by some 10% of organizations, the fourth largest provider in the CRM industry.
Freshdesk (4%), Insightly (4%), and Keap (4%) all rank fifth in terms of CRM market share.
25. Only 68% of Salesforce customers think it offers value for money, ranking at the 10th position in today's CRM industry. Its customer support rate is 8.3 out of 10.
On the other hand, 100% of SAP CRM users say it delivers value for money. Plus, it also has the highest customer support rate on Trustradius of all solutions in the CRM industry (9.6 out of 10).
- 94% of Freshdesk's CRM solutions users say it offers value for money
- 92% of Zoho (3rd largest share in the cloud CRM industry) say it delivers value for price
- 88% of Insightly users say the cloud-based CRM is cost-effective
- 75% of Microsoft Dynamics and Sugal Sell users the tool offers value for money
Moreover, 68% of HubSpot's cloud-based CRM solution say it delivers value for the price.
Nevertheless, it is crucial to note that SAP CRM represents just 2% of the CRM market share. In contrast, Salesforce holds almost ⅓rd of the CRM market.
CRM Statistics: CRM Trends
26. AI, voice, and conversational UI will start integrating with CRM.
(HubSpot's CRM Trends)
Salesforce (the largest vendor in the CRM market) has already brought Einstein Voice to allow sellers to easily and quickly enter data into their Salesforce's CRM solutions.
Retain that one of the top complaints from the sellers is about the “manual data entry.” And the integrations like voice-to-CRM will make it easier for sellers to track, message, update, and notify others on the teams about customer data, while making the technology more enjoyable.
Moreover, the AI incorporation will allow the sellers to know about high-priority cases, provide the overview of the latest email marketing campaign, identify top local deals, and more such recommendations quickly, with more accuracy.
27. Younger generations consider CRM to be “critical,” which will eventually lead to boosted CRM growth.
(HubSpot's CRM Trends)
Millennials are 33% more likely to encourage their teams to use sales technologies than Gen X and Boomers. Likewise, 28% of millennials say CRM technology is “very critical” to their success, compared to 18% of Generation X and 9% of Boomers.
Implying that as the younger generations start occupying the workforce, the businesses will become tech-centric.
28. A company of one will be big enough for a CRM.
50% of companies employing fewer than ten employees already use CRM solutions.
Small businesses want to use CRM technologies to manage contact details, juggle a busy pipeline, and keep track of customer data. However, most weren't ready to invest in costly tools.
Nevertheless, the advent of SaaS CRM solutions — pay only for the services used — allows even small companies to invest in tools like CRM.
In fact, freelance tools like HelloBosnai have already included built-in CRM technology into their systems.
Empower Your Business with These CRM Statistics
Almost all organizations understand the importance of CRM software.
In fact, the willingness to adopt sales intelligence and social tools among organizations is increasing year on year.
However, the difference between top-performing companies and low-performing companies is whether they have a well-defined methodology or not.
And whether they support their CRM software end-to-end with appropriate technology or not.
So, while it is crucial to adopt technologies like CRM solutions, it is also critical that the companies pick the right CRM software (one suitable for them), have a defined CRM best practice, map their sales and marketing processes, and pick the right partners to drive the processes.
- Grand View Research: CRM Market Size
- Fortune Business Insights
- Capterra: CRM Industry User Report
- Hubspot's State of Inbound 2016
- Nucleus Research
- Dynamic Consultant Group
- G2's CRM Statistics
- IBM's From Social Media to Social CRM
- LinkedIn's State of Sales, 2021
- Software Advice: The CRM Buyers Analysis
- SalesHub's CRM Marketing Guide
- Global Web Index data
- HubSpot, the State of Inbound
- LinkedIn's the State of Sales, 2020
- Trustradius's CRM Market 2021
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