15 CRM Stats You Have to Know in 2024
Today CRM stats are everywhere online, making up a big chunk of all software market research. That’s mainly because CRM is one of the fastest growing and most important types of business apps and SaaS products globally.
In this article we will present general CRM stats from a variety of sources including IT research firms, digital marketing agencies, business magazines, customer satisfaction surveys, LinkedIn, and CRM software companies. It addresses adoption, usage, productivity, and other categories.
CRM Growth Explained
The pandemic is not over yet, and it’s difficult to imagine that its impact on business practices will be reversed any time soon. Before, people gathered in meeting rooms, face to face. Nowadays, businesses go online and remote for the well-being of their employees and customers. Software as a service model gained prominence in its role of bridging the gap between remote workers and those that have to be on the ground to do their job.
CRM Adoption Statistics
Statistics on CRM adoption rates tell us about the number of individuals, businesses, and organizations currently using or intending to use CRM features in their practices. The data provided below clearly shows that CRM adoption is on a steady upward trajectory.
1. CRM adoption continues to increase
As Gartner research indicates, the revenue of CRM outpaced database management systems by the end of 2017. Starting from 2018, CRM growth rate was at 16% and it continues to be the lead in the software market in 2024.
2. Revenue boost between 2010 and 2020
CRM revenue saw a considerable increase from $14 billion in 2010 to $69 billion in 2020. That would be about $55 billion, meaning that the growth could be measured at 393% just over a decade.
3. Getting people to use CRM may be difficult
About 83% of senior executives reported that they’ve met with reluctance and had to continuously encourage staff members to incorporate CRM software into their daily tasks.
CRM Usage Statistics
This category deals with the number of users. The evaluation encompasses both companies at large and organizational scenarios that happen internally. Simply put, just because a company invests in CRM software it doesn’t guarantee that all employees will actually use it.
1. 91% of companies with 11 or more employees use CRM
The growing importance of CRM systems is difficult to ignore. 91% of organizations with 11 or more employees use CRM software to manage customer relationships and arrange sales.
2. CRM allows sales reps to close more deals
The limited time salespeople have to communicate the value of their products and services in an online meeting challenges them to be on the top of their game. This results in 70% of sales reps trusting CRM solutions when it comes to closing deals.
3. Most use cases are sales-related
Today, CRM systems are tailored to a wide range of industries and applications, including marketing, business consulting, manufacturing, etc. However, they’re most often used for sales. Improving customer satisfaction and generating new leads accounts for 32% of CRM usage.
CRM Productivity Statistics
In this section, we will examine the positive impact of CRMs on productivity. Owing to the great number of features they have, these tools can be applied in a variety of ways and boost performance of both small and large businesses.
1. Mobile CRM improves on-site productiveness
A crucial aspect of the success of CRM implementation is definitely mobile CRM. Having easy access to data is especially important for users on site and can boost productivity by up to 50%.
2. Quick access to data means closed deals
Salespeople who meet with potential customers face to face need to have important details ready at all times. Nucleus reported that productivity rose by 14.6% when sales representatives have mobile access to their company’s CRM software.
3. Adoption of CRM leads to more sales
A remarkable 94% of businesses report an increase in sales productivity after implementing a CRM service. Automation of routine tasks and seamless communication are key factors for this growth.
CRM Benefits Statistics
Companies that use CRM systems enjoy numerous advantages as they help to acquire new clients, close sales, and improve consumer satisfaction. In today’s fast paced and competitive landscape, consistently growing numbers of clients are essential for a business to survive.
1. CRM with AI integration
CRMs with AI will reach $1.1 trillion in revenue, according to Salesforce. AI has become an integral part of CRM software, facilitating automation, streamlining workflows, aiding in contact management, driving sales and more.
2. 300% boost in lead conversion rates
Closing a deal is the most challenging stage of the sales process as reported by 36% sales professionals. Leveraging CRM can help overcome this hurdle and lead to a 300% boost in conversion rates.
3. Customer analytics enhance consumer experience
Although CRM stands for customer relationship management, at its core it’s main purpose is to help businesses deliver great experiences. According to a 2018 Statista study 85% of CRM users in the US said better customer experience was the number one benefit.
CRM ROI Statistics
ROI is the return on an investment compared to its cost. When deciding if your company should implement CRM, this is an important number to consider. We have some stats to prove CRM works.
1. Average of $8.71 for every $1 invested in CRM
A 2014 study found for every $1 invested in CRM software you can expect an average return of $8.71. In 2011 it was $5.60 so that’s a 38% increase over the years.
2. Proper implementation is key
When implemented correctly CRM can deliver a 245% return on investment according to IBM. This stat shows the financial benefits of having a CRM.
3. ROI in a small amount of time
According to G2 users, companies see a return on investment from CRM software in about 13 months. So you can get your investment back quickly which makes getting a CRM system a smart financial move.
CRM Software Statistics: Summary
In today’s interconnected world, CRM software is changing business. We looked at global CRM data but it’s up to you to decide which numbers matter for your company’s future.
Will the upward trend in CRM adoption convince you to get the system? Or will the struggle to get your employees to use it outweigh the benefits?
From our side we are convinced by the statistics on CRM effectiveness and encourage you to transform your business with tools that will help you retain more customers, be more productive and boost your ROI. Try Flowlu today and get the power of online CRM to drive your sales.
91% of companies with 11 or more employees and 50% of companies with 10 or less use CRM. 74% of US businesses have a CRM system to manage their interactions with customers.
Customer relationship management software is used across broad spectrum of industries, including the following ones:
- E-commerce
- Retail sales
- Real estate
- Healthcare
- Financial institutions
- Consulting
- Insurance
- Hospitality
The global market was valued at $91.43 billion in 2023. It is anticipated to reach from $101.41 billion to $262.74 billion at a compound annual growth rate of 12.6% during the forecast period of 2024-2032.
Top CRM solutions aid businesses in managing their contacts. Software allows sales and marketing teams to communicate effectively. The added value is the possibility of integrating with external services, such as messengers, online payment gateways, telephony, etc.
The future of customer relationship management can be seen in a number of ways, including increased adoption of this technology across enterprises, deeper insights fueled by expanding artificial intelligence, and more robust customer and sales data integration.
