70 Useful CRM Statistics, Facts and Trends for 2024

General CRM Statistics

1. With a remarkable 16% growth in 2018, CRM established itself as one of the fastest-growing software solutions, maintaining its market leadership through 2023 (Source: Pipeline CRM)
2. In 2023, the global market size for customer relationship management (CRM) was assessed at USD 65.59 billion, and it is projected to exhibit a substantial compound annual growth rate (CAGR) of 13.9% from 2024 to 2030. (Source: Grand View Research)
3. Within five years of establishing their businesses, 65% of companies have adopted CRM. (Source: Answeriq)
4. The global CRM market is anticipated to experience a 12% CAGR between 2023 and 2030. (Source: Anweriq)
5. As of 2023, the global CRM market is valued at $71 billion. (Source: Anweriq)
6. Among survey respondents, 44% indicate that they will promptly decline a sales pitch if the sales representatives haven’t conducted comprehensive research on their company and specific requirements, whereas 33% view an excessive number of calls and emails as deal breakers. (Source: Pipeline CRM)
7. A total of 77% of sales professionals report that their organization intends to increase investments in sales intelligence tools, which include CRM systems. (Source: Pipeline CRM)
8. Research spanning nearly two decades by multiple analysts reveals that the failure rate of CRM projects falls within the range of 20-70%. (Source: Skuid)
9. Merely 37% of sales representatives believe that their organization fully maximizes the potential of their CRM system. (Source: Salesforce)
10. Presently, 25% of small to medium businesses have adopted CRMs, and an additional 10% of non-users are contemplating implementation. (Source: Business)
11. Among organizations that have embraced CRMs, 61% have observed enhanced customer retention, while another 14% have noted a reduction in their cost per conversion. (Source: Business)
12. For organizations utilizing CRMs, 32% identified the greatest challenge as a lack of expertise among users, underscoring the necessity for enhanced training programs. (Source: Business)
13. When making a purchase, 79% of business buyers emphasize the importance of engaging with a salesperson they consider a trusted advisor. (Source: Findstack)
14. It is anticipated that 91% of the data stored in CRM systems will be either incomplete, outdated, or duplicated annually. (Source: Findstack)
15. The top priority for 74% of companies is the conversion of leads into loyal customers. (Source: Findstack)
16. The leading CRMs preferred by small businesses are as follows: Salesforce (35%), Microsoft Dynamics 365 Sales (16%), Hubspot (7%), Oracle NetSuite (CRM) (6%), and Zoho CRM (6%). (Source: Business)

CRM Adoption Statistics

17. A mere 40% of businesses report achieving a CRM adoption rate of 90%, with the majority of businesses facing challenges in promoting system adoption. (Source: G2)
18. The usage of CRM software from multiple devices has risen to 81% among users. (Source: SuperOffice)
19. CRM software is at the forefront of this technology investment trend, as 44% of businesses intend to boost their IT budgets in 2023, an increase from 38% in 2022. (Source: SuperOffice)
20. Small businesses are also joining in, as 50% of companies with fewer than 50 employees are embracing CRM solutions. (Source: Five CRM)
21. In the present day, 65% of businesses that have embraced mobile CRM have successfully met their sales targets, in contrast to only 22% of businesses that do not utilize mobile CRM. (Source: Five CRM)
22. A total of 83% of senior executives have indicated that their primary challenge lies in encouraging their staff to utilize the software. (Source: Nomalys)
23. 23% of companies implemented CRM within 3 to 5 years of founding, with 20% adopting it within 1 to 2 years, and 18% within less than 1 year; meanwhile, 13% were established prior to CRM adoption, 10% adopted CRM between six to ten years, and another 10% after more than ten years. (Source: Zippia)
24. Within the first year, 18% of businesses implement CRM, while 1 in 5 companies (20%) adopt CRM between one and two years. (Source: Demand Sage)
25. Companies that are early adopters of sales automation consistently experience higher customer-facing time, increased customer satisfaction, efficiency enhancements of 10 to 15%, and the potential for sales uplift of up to 10%. (Source: Sugar CRM)

CRM User and Usage Statistics

26. CRM systems are employed by 91% of companies with more than 11 employees. (Source: Demand Sage)
27. Approximately 82% of businesses utilize CRM for sales reporting. (Source: Demand Sage)
28. A total of 54% of sales professionals leverage CRM to foster stronger relationships with their buyers. (Source: Demand Sage)
29. Among salespeople, those utilizing mobile CRM achieve their sales quotas at a rate of 65%, while only 22% of those not using mobile CRM do so. (Source: Zippia)
30. Sales representatives allocate 17.9% of their working hours to CRM activities. (Source: Zippia)
31. A significant 94% of users express the desire for contact management features in their CRM platform, while 88% of users seek interaction tracking capabilities in their CRM platform. (Source: WebFX)
32. Approximately 54% of sales professionals depend on sales tools such as CRM to cultivate stronger relationships with buyers, ultimately leading to an increase in closed deals. (Source: Pipeline CRM)
33. In CRM automation, priorities span from lead nurturing at 57% to customer engagement at 36%, and campaign reporting at 28%, emphasizing the multifaceted role of automation in enhancing various sales aspects. (Source: Pipeline CRM)
34. The real estate sector leads CRM purchases at 18%, with business services at 10%, technology at 8%, finance at 7%, manufacturing at 6%, and other sectors collectively at 51%. (Source: Zippia)
35. Sales teams that are effective are 81% more likely to demonstrate consistent usage of CRM systems. (Source: Adynamics)
36. A striking 90% of customers anticipate consistency and seamless experiences across various channels. (Source: Adynamics)
37. Furthermore, 75% of customers expect customer service agents to possess knowledge of their prior product purchases and service history. (Source: Adynamics)
38. Implementing sales automation can lead to improved customer satisfaction and a potential revenue increase of up to 5%. (Source: Sugar CRM)
39. A significant 76% of respondents express their primary frustration with CRM being its complexity, lack of user-friendliness, or the inability to customize it to their needs. (Source: Sugar CRM)

CRM Benefits Statistics

40. Companies utilizing CRM have witnessed a 27% boost in customer retention rates. Additionally, 73% of businesses have reported enhanced customer relationships following the implementation of a CRM system. (Source: Five CRM)
41. CRM technology’s enhanced data accessibility can typically streamline the sales cycle by 8-14%, and decision-makers report a 14.6% productivity boost with the use of social and mobile CRM. (Source: Findstack)
42. According to Salesforce research, CRM software has the potential to boost sales by up to 29%, enhance sales forecasting accuracy by as much as 32%, and increase sales productivity by 39%. (Source: Findstack)
43. According to the HubSpot State of Marketing report, 75% of companies consider closing more deals for their teams increasingly important, with 48% aiming to enhance the efficiency of their sales funnels. (Source: Findstack)

CRM Customer Experience Statistics

44. A total of 47% affirm that it enhances customer satisfaction, typically resulting in improved customer retention, while 45% assert that it boosts sales revenue and 39% state that it enhances their success in upselling and cross-selling. (Source: Zippia)
45. A significant 66% of customers anticipate companies to have an understanding of their needs. (Souce: HubSpot)
46. Companies that prioritize customer-centric approaches are found to be 60% more profitable than those that do not prioritize customers. (Source: HubSpot)
47. Research indicates that in nearly every industry, 25% of customers are willing to pay up to 10% more when assured of receiving outstanding customer service. (Source: HubSpot)
48.  With 70% of consumers indicating a strong inclination to exclusively buy from brands that comprehend their needs, prioritizing personalization in your business strategy can yield significant benefits. (Source: HubSpot)
49. A majority of 60% of consumers have chosen to purchase from one brand instead of another, primarily influenced by the service they anticipate receiving. (Source: Zendesk)
50. Moreover, 64% of customers are willing to increase their spending if a business resolves their issues on the platform or location where they initially contacted the company. (Source: Zendesk)

CRM Sales Statistics

51. A properly executed CRM system can yield a return on investment of $45 for every $1 invested. (Source: Salesmate)
52. The CRM industry is projected to surpass a valuation of over $88 billion by the year 2024. (Source: Demand Sage)
53. The revenue is expected to exhibit a compound annual growth rate (CAGR) of 10.59% from 2024 to 2028, resulting in a market size of $131.90 billion by 2028. (Source: Demand Sage)
54. The revenue within the CRM Software market is expected to achieve a value of US$88.19 billion by the year 2024. (Source: Statista)
55. The projected average Spend per Employee within the Customer Relationship Management Software market is forecasted to reach US$25.14 in 2024. (Source: Statista)
56. When implemented correctly, a CRM software system can deliver an ROI that surpasses 245%. (Source: tech.co)
57. The typical ROI for every dollar invested in CRM stands at $8.71. (Source: truelist.co)

CRM Market Share Statistics

58. In 2023, the North American region held a leading position in the CRM market, commanding 44% of the market share. (Source: Answeriq)
59. In 2023, the U.K. CRM market was valued at approximately USD 3,725.1 million. (Source: Grand View Research)
60. The German CRM market was anticipated to exhibit a CAGR of roughly 14% throughout the forecast period. (Source: Grand View Research)
61. France’s CRM market had an estimated value of USD 1,885.2 million in 2023. (Source: Grand View Research)
62. The Asia Pacific region is poised to emerge as the fastest-growing regional market, with an expected CAGR of 15.6% during the forecast period. (Source: Grand View Research)
63. China’s CRM market was projected to capture a 24% market share within the Asia Pacific CRM market in 2023. (Source: Grand View Research)
64. In 2023, India’s CRM market was forecasted to hold a 24% market share within the Asia-Pacific CRM market. (Source: Grand View Research)
65. Japan’s CRM market was valued at around USD 2,120.6 million in 2023. (Source: Grand View Research)
66. The Middle East & Africa CRM market was expected to have a 5% market share in 2023. (Source: Grand View Research)
67. By 2027, an estimated 50,000 Saudi nationals are set to receive training and certification in cutting-edge cloud-based digital technologies, including artificial intelligence, machine learning, and the Internet of Things (IoT). (Source: Grand View Research)
68. The CRM market has experienced significant growth in recent years, expanding by $22 billion in the past three years, and is projected to increase by nearly $30 million in the coming three years. (Source: Demand Sage)

CRM Software Statistics

69. CRM software has currently become the largest software market globally, and its growth shows no signs of deceleration. It is anticipated that CRM will achieve revenues exceeding $80 billion by the year 2025. (Source: SuperOffice)
70. The global customer relationship management (CRM) software market is predicted to reach a size of $57 billion in 2025, marking a projected growth of nearly $4 billion from 2021, with a compound annual growth rate (CAGR) of 2.1 percent. (Source: Statista)