31 Sizzling CRM Statistics to Help Your Business Soar

ByDamjan Jugovic Spajic
March 17,2022

Yet another day at the office. It’s already 1 pm and you still haven’t finished entering all your customers’ data into that confounded Excel table. You’re drowning in sales quotas and you can feel the judgmental looks your managers are throwing your way, as if this whole mess is your fault.

Thankfully, technology is making sure situations like these will soon become a thing of the past. You can now schedule employees’ shifts online and organize contracts in a matter of minutes using enterprise contract management tools. Similarly, the development of CRM (customer relationship management) systems has made managing customer data, communicating with other teams, and creating effective sales strategies much easier. Unfortunately, implementing CRM systems does not always lead to success stories. 

Check out our CRM statistics below to improve your business and avoid the stress of managing your customer data manually.

CRM Statistics - Editor’s Choice

  • In 2008, 12% of the businesses that used CRM used a cloud-based CRM system. By 2017, that figure had increased to 87%.
  • CRM revenues are expected to reach over $80 billion in 2025.
  • Only 22% of companies using non-mobile CRM have met their sales quotas compared to 65% of those that do use mobile CRM systems.
  • Companies that use CRM successfully have improved sales by 29%.

CRM Market Size Statistics

The size of the global CRM market was around $48.2 billion in 2018.

(Gartner)

According to data from Gartner’s CRM market analysis, the market value of this software was $48.2 billion in 2018. This is a huge jump from the $14 billion of revenue this market had in 2010. Most CRM stats indicate that this trend will continue, especially because more and more companies are racing to implement CRM in order to stay competitive as well as to save time and money.

The global CRM market grew by 15.6% in 2018.

(Gartner)

Gartner’s CRM research on the state of the market shows that the global revenue of the CRM market grew by 15.6% in 2018. Around 72.9% of total CRM spending was on SaaS (Software as a Service). SaaS refers to a method of software delivery in which a software is accessed online, rather than being installed on individual computers. SaaS is expected to grow to 75% of total CRM spending during 2019.

91% of US businesses with more than 10 employees now use CRM.

(CRM Magazine)

As CRM Magazine reports, the overwhelming majority of American businesses that employ 10 or more people now use CRM. This is a good signifier that CRM is now becoming a must-have for all medium-size or large companies, as it can greatly reduce costs and improve efficiency.

Predictions suggest that the social CRM market will grow to $10 billion in value in 2019.

(Thomson Data)

Social CRM statistics provided by Thomson Data reveal that the social CRM market is predicted to reach $10 billion in size this year. Social CRM represents an integration between CRM and social media platforms such as Facebook, Instagram, or Twitter in order to improve businesses’ communication with customers and anticipate their needs.

In 2008, 12% of the businesses that used CRM used a cloud-based CRM system. By 2017, that figure had increased to 87%.

(IBM)

The next step in CRM evolution is certainly cloud-based systems. IBM reports that in 2008 most businesses that used CRM systems - 88% of them - operated these systems on-site. Now, almost all of these services are being transferred to the cloud, which allows users to access them remotely. As a result, by 2017, 87% of companies that used CRM had transferred these systems to the cloud.

CRM Adoption Rate Statistics

In 2017, 25.3% of participants surveyed by CSO Insights agreed that their CRM system had significantly improved the productivity of their sales team.

(CSO Insights)

A study conducted by CSO Insights indicates that, in 2017, 25.3% of respondents agreed that their CRM system significantly boosted the productivity of their salespeople. Furthermore, 22.4% somewhat agreed with this statement, while 30.3% disagreed. Nearly 50% of these teams admitted their operations required major redesigns or improvements.

For 13% of companies, investing in a CRM system is the top sales priority for 2019.

(HubSpot)

HubSpot’s excellent State of the Inbound CRM report from 2018 showcases what companies marked as their top sales priorities for 2019. In the report, only 13% of these companies identified investing in a CRM as their top priority. This should come as no surprise since most companies prioritize closing more deals, but this data is still an indication that many companies don’t recognize CRM as a crucial asset yet.

65% of companies start using a CRM system in their first five years of business.

(Capterra)

Data from 2015 provided by Capterra shows that over half of companies - 65%, to be precise - implement a CRM system within their first five years of doing business.

27% of sales professionals spend over an hour a day on data-entry work.

(HubSpot)

In any business, especially in sales, there’s one golden rule we should never forget: time is money. Bearing this in mind, HubSpot’s CRM statistics reveal that 27% of salespeople use over an hour of their office time every day on data entry, which emphasizes the need for a CRM. Since every minute they’re not selling is a potential loss of money, proper CRM implementation allows sales professionals to focus more on sales and generate more profit for their companies.

Sales reps spend only 17.9% of their time on CRM systems.

(Forbes)

Forbes reports that sales representatives only use 17.9% of their work time working with CRM systems. Over half of that time (9.1%) is spent handling spreadsheets related to CRM management. In order for CRM to be used efficiently, more time should be devoted to its proper use. To put things into perspective, nearly two-thirds (64.8%) of sales reps’ time is spent on activities that do not generate revenue. This indicates that salespeople do have time that could be devoted to efficient CRM use.

Only 45.7% of companies reported an adoption rate above the desired 90% in 2018.

(CSO Insights)

Adoption rates for CRM are one of the main challenges in CRM implementation and one of the main reasons CRM projects fail. Without high adoption rates and training, these systems can become a hindrance instead of helping your business. In a 2018 study by CSO Insights, 45.7% of companies that used CRM had an adoption rate higher than 90%.

General CRM adoption has increased from 61.6% in 2013 to 67.8% in 2018.

(CSO Insights)

CRM adoption stats have generally increased, with the percentage of companies that have an adoption rate over 75% rising from 61.6% to 67.8% over a five-year period.

In 2016, 22% of sales professionals weren’t sure what CRM was.

(HubSpot)

HubSpot revealed a surprising and worrying fact in its 2016 State of Inbound report: Around 22% of surveyed sales professionals weren’t sure what CRM was. This is certainly a major obstacle on the already bumpy road to full CRM implementation.

For 54% of salespeople, the biggest obstacle to obtaining CRM software is its cost.

(HubSpot)

One of the main difficulties to obtaining CRM is the most obvious one: money. Current CRM vendor trends show that monthly pricing ranges from $30 to $100 per user, which can really strain company budgets.

45% of surveyed organizations used CRM to store customer data in 2016.

(HubSpot)

As per HubSpot’s 2016 research, only 45% of respondents said their organization used CRM to store customer and lead data. This is a significant jump from 2015, when 23% of organizations used CRM for data storage. Unfortunately, as CRM usage for data grew, so did reliance on “traditional” tools such as Microsoft Excel. The use of informal tools for data storage rose from 24% to 40% in the same time period.

A third of CRM users spent between three and five hours weekly using CRM tools.

(LinkedIn)

LinkedIn’s State of Sales report on CRM trends from 2016 also provides useful data on the amount of time CRM users devote to these tools on a weekly basis. One-third of CRM users spend from three to five hours per week using CRM, while 24% spend more than 10 hours per week.

In 2015, 80% of respondents claim they implemented their CRM in 18 months or less.

(Capterra)

The time required to properly implement CRM systems can vary greatly. Considering that it can, in some cases, take years to fully implement, it’s often the difference between success and total disaster. Capterra’s user research from 2015 shows that things were not that grim after all - most respondents said they took 18 months or less to implement their CRM.

Statistics on CRM Effectiveness

Companies that use CRM successfully have improved their sales by 29%.

(Salesforce)

Data on the effectiveness of CRM tools can be hard to find. This is because there are many measurable factors that cause these tools to either fail or succeed. The latest and most trustworthy data comes from Salesforce, a major player in the CRM market. In 2013, it was reported that properly using CRM can greatly improve business effectiveness. Salesforce stats show that successful CRM implementation can boost sales by 29%, increase sales productivity by 34%, and sharpen sales forecast accuracy by 42%.

The CRM failure rate was between 18% and 69% in 2017.

(CIO)

Another difficult statistic to pinpoint is the rate at which CRM projects fail. Several studies conducted over the past two decades provide wildly different results as a consequence of different methodologies and terminologies used in research. As a result, different researchers put the failure rate of CRM between 18% and 69%. If we take the average results of these reports, we end up with a failure rate of around 30% for CRM projects.

By using CRM, customer retention and satisfaction rates increase by 47%.

(Capterra)

Surely some of the key stats in demonstrating the importance of CRM when running a sales business are customer satisfaction and retention. Customer retention - the company’s ability to keep its customers and inspire brand loyalty - is crucial when evaluating the effectiveness of your CRM. Capterra reports that CRM software boosts both retention and satisfaction rates by 47%. These impressive stats are sure to encourage further growth of the CRM market.

Conversion rates can rise by up to 300% using CRM.

(IBM)

Converting leads or potential customers into buyers is the bread and butter of any sales business. That’s why everyone is wondering “Will CRM improve my conversion rates?”. The stats we have say yes - proper CRM implementation can lead to an increase in conversion rates of up to 300%.

Customers spend between 20% and 40% more if they’re engaged by a company using CRM, 2017 data shows.

(LinkedIn)

As research conducted by Cloudswave suggests, using CRM in sales can increase the amount of purchases customers make with your company. When a company that uses CRM engages a customer, they are likely to spend 20-40% more on their next purchase with the same company.

2014 data indicates that the ROI for CRM is $8.71 per $1 spent.

(Nucleus Research)

The stats provided by Nucleus Research concerning ROI (return on investment) suggest that investing in CRM will pay off. For every $1 you spend, you make $8.71 back. That is if the CRM is correctly implemented, of course. This translates into an impressive 771% ROI.

34.6% of sales professionals say that CRM tools have a significant impact on their company’s bottom line.

(LinkedIn)

Among those surveyed in LinkedIn’s 2016 State of Sales report, approximately a third of respondents said that using CRM tools was important for their business. Another 29.6% described their usage of CRM tools as impactful.

Only 22% of companies using non-mobile CRM meet their sales quotas compared to 65% of those that use mobile CRM systems.

(Innoppl)

Mobile CRM leads the way. Just as cloud-based CRM is gaining momentum, the need for flexibility and ease of access has led to the increased popularity of mobile CRM, which refers to CRM tools you can access from your phone, tablet, or other devices. Not only is mobile CRM popular, it’s also effective. Research by InnoPpl shows that 65% of companies that use mobile CRM meet their quotas, compared to 22% of those that use non-mobile versions. Switching to mobile and cloud-based systems is the new CRM trend.

Customer satisfaction will become the most important factor in business by 2020.

(Walker)

A report on the future of sales published by Walker predicts that customer satisfaction will become a key differentiator as soon as next year. According to the report, customer satisfaction will surpass price and quality in terms of importance by 2020. Results from this report point out that 86% of customers are willing to pay 25% more for a better customer experience.

State of the CRM Market

Salesforce is the undisputed king of the industry with over 19% of the CRM market share.

(Forbes)

Salesforce is, without a doubt, the biggest player in the CRM market. As Forbes reports, Salesforce now has over 19% of the market. It boasts more than twice as many sales as SAP, the second-largest CRM company, and three times more than Oracle in third place.

Salesforce and Adobe grew faster than the overall CRM market in 2017.

(Gartner)

Research conducted by Garner on the state of the market reveals that Salesforce and Adobe’s growth was larger than that of the total CRM market in 2017. Salesforce grew by 23.2%, increasing its revenues from $7.6 billion in 2017 to $9.4 billion in 2018. Meanwhile, Adobe grew by 21.7%, with a revenue increase from $2 billion to $2.4 billion in the same period.

Salesforce has announced that’s it’s aiming for $60 billion in revenue by 2034.

(Seeking Alpha)

Here’s another stat about Salesforce, the market leader in CRM tool development and sales. In 2018, Salesforce’s CEO announced that the company was planning on reaching $20 billion in revenues by 2020, $40 billion by 2028, and $60 billion by 2034. To achieve this, Salesforce would have to grow by 12% annually for 16 years in a row.

Global CRM revenues are expected to reach over $80 billion in 2025.

(Grand View Research)

The global CRM market has shown remarkable growth and overall development in recent years. If CRM trends continue and the market keeps growing at the same pace, its worth will reach $81.9 billion by 2025.

Eastern and Western Europe are the fastest-growing regions in the global CRM market.

(Forbes)

CRM statistics from 2019 show that, at a regional level, the fastest-growing parts of the world are Eastern and Western Europe. Eastern Europe has a 19.7% growth rate, Western Europe is at 17.5%, while North America has a growth rate of 15.2%.

Frequently Asked Questions
What does a CRM do?

CRM (customer relationship management) is a system that manages and compiles all customer data in one place. It also streamlines inter-team communication in order to boost productivity and sales.

What is CRM adoption?

The CRM adoption rate represents the percentage of individual users or companies that use CRM compared to the total amount of user slots bought. Increasing the adoption rate is vital for the CRM industry.

How big is the CRM industry?

The CRM market was worth $36.5 billion in 2017. In 2018 it became the largest software industry, and it’s expected to reach $80 billion by 2020.

How can CRM improve sales?

CRM systems boost sales by centralizing and gathering all customer-related data in one place. CRM software is useful because it makes reaching and retaining customers easier and cuts production costs, increasing companies’ revenues.

What companies use CRM software?

Some of the biggest companies that use CRM are Coca Cola, Tesco, Apple, McDonalds, KFC, and Lufthansa. Nowadays, for most companies that work with a huge number of customers, CRM is a must.

What is the average CRM user adoption rate across all industries?

User adoption statistics indicate that the general CRM adoption rate was 67.8% in 2018, an increase from 61.3% reported in 2013.

What is ROI in CRM?

The ROI (return on investment) rate for CRMs is $8.71 per $1 spent – a 771% ROI – CRM statistics show.

How do I increase CRM in user adoption?

The key to increasing CRM user adoption is implementing CRM systems that are easier to use and providing sufficient training for employees. Untrained employees and over-complicated CRM systems are among the main CRM adoption challenges.

Sources

About the author

Damjan won’t tell you how to run your business, but he will try to advise you on how to save your money and avoid financial ruin. As a staff writer at SmallBizGenius, he focuses on finding the most consumer-friendly services available and provides advice to both established and fledgling businesses out there.

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By Danica Djokic · April 19,2022
Call centers are an inescapable element of running almost every customer-centric business. Regardless of whether you are offering a product or a service or using a call center to market them, you need to provide a line of communication with your customers.  Not all support and call centers actually require a phone line. Call center statistics show that the industry has moved online to a large degree, and many other trends are emerging as companies strive to provide a better customer experience.  Let’s see some of the most important stats about the call center industry in 2022. Call Center Industry Statistics - Key Findings The global market value of call centers is estimated to reach $496 billion by 2027. 87% of employees in call centers report high-stress levels at their job. The contact center software market will be worth $149.58 billion by 2030. Businesses lose approximately $75 billion yearly because of poor customer service. 35% of customers want customer support agents to help them resolve issues in one interaction. General Call Center Operation Statistics Call centers are an essential industry nowadays, especially as many people turn to customer support. After all, the world has made a significant shift toward performing most of its daily life online. So let's check some of the most important stats about this industry. The global market value of call centers is estimated to reach $496 billion by 2027. (Report Linker) Research suggests that the industry's value will keep increasing at a projected CAGR rate of 5.6% between 2020 and 2027. In-house call center solutions have a 5.5% projected growth rate during the same period, while outsourcing will grow by 5.9%. In 2020, US call centers accounted for 29.49% of the global call center market. (Report Linker) The overall global market was valued at $339.4 billion in 2020, with the US share at approximately $100.1 billion in 2020. Other notable markets worldwide were China, Japan, Canada, and Germany, all with strong growth estimates.  Almost a quarter of all call centers in the US made less than $250 million in 2020. (Statista) 24%, to be precise. 13% earned more than $25 billion. 4% made between $15 and $25 billion, while 19% earned anywhere from $5 to $15 billion, and another 19% made between $1 and $5 billion. The contact center software market will be worth $149.58 billion by 2030. (Grand View Research, Inc) According to call center statistics for software, the industry's market size is $28.09 billion in 2022, up from $23.9 billion in 2021. If it continues following the estimated CAGR of 23.2% between 2022 and 2030, it should reach a staggering $149.58 billion by 2030. In 2020, US call center businesses employed 2.83 million people. (Statista) The number of employees in the call center businesses grew steadily from 2014 when 2.51 million people worked in this industry. This trend changed in 2020, though, which saw a drop in the number of employees in the contact center industry compared to 2019’s 2.92 million. Businesses lose approximately $75 billion yearly because of poor customer service. (Forbes)  Based on research in NewVoiceMedia’s 2018 “Serial Switchers” report, Forbes announced in 2018 that many customers were abandoning companies due to poor customer service. Recent research conducted by Salesforce shows that 91% of customers will make another purchase at the same company after a good customer service experience.  In comparison, 70% said they would not buy a product from a company with long wait hours for customer support. If your company is struggling with similar issues, consider investing in call tracking software. Call Center Stats on Customer Satisfaction  Customer support is an essential part of providing a quality service, and companies need to pay close attention to customer satisfaction in this area. The following stats tell us more about customer preferences regarding call centers and support. 77% of customers appreciate proactive customer service. (Zippia) On top of wanting instant support, customers also expect customer representatives and sales reps to anticipate their needs and address them accordingly. Companies that can do that are much more popular with customers. 76% of customers prefer using different support channels depending on context. (Salesforce) According to the call center analysis by Salesforce, email is still the most popular customer support channel, followed by phone and in-person support. Online chat and mobile apps take fourth and fifth place, respectively. 78% of customers don’t like support agents that sound like they are reading from a script. (Zippia) Personalized sales and support communication has been the key for a while now. 52% of customers expect custom-tailored offers at all times, and 66% want the companies “to understand their unique needs and expectations.”  This is no small feat, especially for the largest call center companies serving thousands of customers. Ensuring your company uses good call center software is only half the battle. You’ll still need quality support agents who can convince your customers that their needs are important to your company. 50% of customers believe that the customer service and support from most companies need a major overhaul. (Salesforce) While half of the customers expect better customer support, 60% agree that companies need to improve their trustworthiness, and 55% think companies should work more on their environmental practices. Statistics show that companies focusing on “making the world a better place” always do well. Surprisingly, improving the product was ranked lower, as was using better technology and working on the overall business model. 35% of customers want customer support agents to help them resolve issues in one interaction. (Microsoft’s 2020 Report) Quick problem resolution should be one of the most important call center metrics. Over a third of customers in a Microsoft survey from 2019 said that resolving issues in one interaction should be a priority for the customer support team. 31% claimed that getting a knowledgeable agent is the most important, and 20% said that not having to repeat the same information is crucial. The latter seems like a growing problem, as more than half of customers felt that the departments providing support are not always in sync.  These are definitely the key call center metrics that every company should pay attention to. 92% of consumers hesitate when buying a product if it has no customer reviews. (Fan & Fuel) Worse still, 35% might not buy a product at all after reading just one negative review. According to Zendesk, word of mouth is also extremely powerful: 95% of customers will tell others about a bad experience, and 87% will share good ones.  Unfortunately, another survey shows that 79% of consumers who shared their poor online experience with customer support got ignored. Companies making this mistake should consider hiring a good reputation management service, as it will help improve their sales in the long run. Must-Know Information About Call Center Workers Despite the push toward automatization, live agents are still the pillars of any good customer support team. Here are some stats about the call center workforce. There were approximately 286,696 call center agents employed in the US in 2021. (Zippia) The majority of call centers are located in Texas, or more specifically in Dallas and Houston. The average age of a call center employee is 40 years. Furthermore, 67.2% of all agents are women, while 27.9% are men. 87% of employees in call centers report high stress levels at their job. (Cornell University) Handling customer requests every day is not an easy job. Customer support agents are typically the first line of defense against angry customers, leading to very alarming call center stress statistics. 80% of agents experience angry customers blaming them for things out of their control.  Undefined expectations, lack of incentives, and boredom with mundane, repetitive tasks cause agents to be miserable at work, which, in return, translates into poorer customer experience stats across the board. The average salary of a call center employee is $27,765 per year. (Zippia) Salaries for new agents start at around $20,000 per annum. Those of the 10% top-performing agents can go up to $36,000 or more. The turnover rate for call center agents is over 40% globally. (ICMI) (Mercer) When these call center turnover statistics are compared to the 22% average turnover rate across all industries in the US, it’s easy to see that job satisfaction levels in call centers are troublingly low. Companies need to look into ways of making the job less stressful for their employees and using modern technologies such as AI bots to help facilitate communication with customers. Call Center Technology Trends Good implementation of modern technologies is essential for improving call center statistics and metrics. Let’s check how big of a role software plays in customer support these days.   90% of businesses that use it find live chat software helpful for streamlining call center operations.  (Zippia) According to Zippia’s findings published in December 2021, 29% of all businesses and 61% of those in the B2B sector already use live chat software. 32% of businesses are implementing CRM systems to boost sales and enhance customer relationships. (Zippia) Customer Relationship Management software has an excellent track record of increasing customer engagement. Unfortunately, according to customer service and call center metrics, only a third of businesses make use of it currently. Considering that 31% of customer support teams think that their companies see their work as an expense rather than an opportunity to increase sales, this is not all that surprising. 87% of global organizations that implemented AI did so believing it would give them an advantage over the competition. (Statista) According to Statista, almost 90% of the organizations that implemented AI did so to keep up with the competition, while only 63% did so due to customer demand. Pressure to reduce costs was also a major factor (72%), along with the ability to move into new business spheres (78%). In 2020, 37% of all messages to brand social media accounts were related to customer service issues. (Sprout Social) (Statista) However, most messages (59%) were positive, as customers wished to express their happiness with an excellent experience they’ve had with the brand.  Call center statistics show that in 2020, 75% more customers used  Instagram to message businesses, while Facebook saw a 20% growth in this category. If you are considering implementing social media into customer support options, keep in mind that 18% of customers expect an immediate response; it might be worth investing in social media management tools to help your support team out.
By Vladana Donevski · April 11,2022

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