2020 CRM Statistics: The Uses, Benefits & Challenges of Customer Relationship Management Platforms

2020 CRM Statistics

CRM Industry Stats

  • CRM is the fastest growing software marketing (Source)
  • The CRM market size currently has a value of $120 billion (Source
  • By 2025, the CRM market has already increased to $82 billion, growing at 12% per year (Source)
  • CRM systems overtook the database management systems (DBMSs) by revenue in late 2017 (Source)
  • The most popular sales tools for businesses include CRM, social prospecting, data and list services, email engagement, phone, and sales cadence (Source)
  • CRM year-over-year growth is expected to be 25% among marketing leaders (Source)
  • CRM is among the top three tools and technologies for creating personalized interactions with customers to foster loyalty and better marketing ROI (Source)
  • 54% of B2B marketers say they feel “empowered to collaborate” with their sales teams (Source)
  • 32% of CRM users belong to the service industry, followed by IT at 13% and manufacturing companies also at 13% (Source)
  • The global mobile CRM market will grow 11% to $15 billion worldwide this year (Source)

Key CRM Stats

  • Overall CRM usage increased from 56% in 2018 to 74% in 2019 (Source)
  • 91% of companies with more than 11 employees use a CRM system (Source)
  • The average ROI for CRM is $8.71 for every dollar spent (Source)
  • CRM can boost conversion rates by 300% (Source)
  • 50% of teams improved their productivity by using a mobile CRM (Source)
  • CRM applications can increase revenue by up to 41% per sales representative (Source)
  • CRM are known to improve customer retention, by as much as 27% (Source)
  • A mere 5% increase to your customer retention efforts can increase profits by between 25% and 95% (Source)
  • 73% of customers point to customer experience as an important factor in their purchasing decisions (Source)
  • 22% of business owners believe embracing new technology is the biggest challenge facing their company (Tech.co)

CRM Usage Stats

  • Overall CRM usage increased from 56% in 2018 to 74% in 2019 (Source)
  • 46% of sales teams report widespread use of CRM systems (Source)
  • 91% of companies with more than 11 employees use a CRM system (Source)
  • When considering which CRM to use, businesses consider 65% ease of use, 27% schedule management, and 18% data snapshot capability (Source)
  • 13% of companies say that investing in CRM is one of their top sales priorities (Source)
  • 81% of users are now accessing their CRM software from multiple devices (Source)
  • In 2008, only 12% of businesses used cloud-based CRM – This figure has now increased to 87% (Source)
  • Contact management (94%), interaction tracking (88%), and schedule/reminder creation (85%) are the top-requested CRM software features (Source)

CRM Benefits Stats

  • The average ROI for CRM is $8.71 for every dollar spent (Source)
  • CRM software can boost sales by 29%, productivity by 34%, and forecast accuracy by 42% (Source)
  • CRM applications can increase revenue by up to 41% per sales representative (Source)
  • CRM can boost conversion rates by 300% (Source)
  • Effective sales organizations are 87 percent more likely to be consistent users of CRM or another system of record. (Source)
  • 87% improvement in sales, 74% increase in customer satisfaction, 73% improvement in business efficiency (Source)
  • The ROI of a CRM software system, when properly implemented, can exceed 245% (Source)
  • 74% of CRM software users said that their CRM system gave them improved access to customer data (Source)
  • 50% of business owners said CRM increased productivity, 65% increased their sales quota, 40% labor cost reduction, 74% increased customer relationships (Source)
  • Companies with CRM adoption rates of less than 75% have poorer sales teams’ performance (Source)
  • 50% of teams improved their productivity by using a mobile CRM (Source)
  • 84% of customers believe the experience a company provides is as important as its products and services. (Source)
  • 69% of customers expect a connected experience when they engage with a company (Source)
  • 78% of customers now expect consistent interactions across departments (Source)

Customer Preference Stats

  • 94% of customers are looking to make a purchase from the same source (Tech.co)
  • Customer service is poised to supplant price and product as the number one differentiator among brands (Source)
  •  49% of US consumers believe companies provide a good customer experience (Source)
  • 73% point to customer experience as an important factor in their purchasing decisions (Source)
  •  52% of consumers agree that companies need to take action on customer feedback (Source)
  • 38% of consumers believe reviews to be the most helpful resource when making a purchasing decision (Tech.co)
  • 40% of customers insisting they don’t care whether or not a human helps them (Source)
  • 68% of customers decide to leave a business due to perceived indifference towards them (Source)
  • 80% of consumers are more likely to make a purchase from a company offering a personalized experience (Source)
  • 90% believe that personalization makes a site intrinsically more appealing (Source)
  • Customers spent 19% more at a company when they felt they belonged to that company’s online community (Source)
  • 87% of consumers reported willingness to make a purchase based purely on a company’s stance on social matters (Source)
  • 76% said they would decline to do business with a company if it held views and supported issues that conflicted with their beliefs (Source)

CRM Challenges Stats

  • 22% of sales professionals are still unsure about what CRM is (Source)
  • CRM research shows that the number one challenge to CRM adoption is manual data entry (Source)
  • Sales professionals spend two thirds of their office hours on administrative tasks like CRM software management (Source)
  • 43% of CRM users only use less than half the features of their CRM system (Source)
  • 32% of sales representatives spend more than an hour each day on manual data entry. It’s also the primary reason for the lack of CRM adoption (Source)
  • 13% of companies say that using sales technologies in day-to-day jobs is more difficult now than 2–3 years ago (Source)
  • Nearly six in 10 salespeople say that when they figure out what works for them, they don’t change it. (Source)
  • 22% of business owners believe embracing new technology is the biggest challenge facing their company (Tech.co)
  • 23% of business owners said manual data entry, followed by 17% lack of data integration, and invalid/ incorrect data 9% and difficulty in tracking sales funnel 9% (Source)
  •  40% of small to medium enterprises without a CRM say they lack the resources to implement one and 38% also say they lack the required IT skills (Source)
  • 23% of businesses insist paperwork and communications are their most time-consuming tasks (Tech.co)
  • 34% of SMEs without a CRM cite resistance to change as an obstacle (Source)
  • Only 47% of businesses with an implemented CRM have an adoption rate of over 90% in the business (Source)
  • 17% of salespeople cite lack of integration with other tools as the biggest challenge using their existing CRM (Source)

Customer Retention Stats

  • CRM are known to improve customer retention, by as much as 27% (Source)
  • A mere 5% increase to your customer retention efforts can increase profits by between 25% and 95% (Source)
  • It costs five times as much to reach new customers as it does to retain your existing ones (Source)
  • Loyal customers spend 67% more than new customers (Source)
  • Businesses have a 60% to 70% chance of selling to an existing customer (Source)
  • Loyal customers are five times as likely to repurchase and seven times as likely to try a new product or service (Source)
  • Loyal customers are more likely to refer, and new customers who have been referred are more valuable than those who are not (Source)
  • Loyal customers are almost six times as likely to forgive mishaps (Source)
  • US companies lose $136.8 billion per year due to avoidable consumer switching (Source)

CRM Platform Statistics

Here’s a chart of the market share of CRM providers:

CRM Platform Market Share

Salesforce CRM Stats

  • Salesforce is the leading CRM vendor with 19.5% of the CRM market share (Source)
  • Salesforce is twice as big as its nearest rival, SAP (Source)
  • Salesforce has 150,000 paying customers (Source)
  • 83% of Fortune 500 companies are Salesforce customers (Source)
  • Salesforce current valuation is approximately $177.28 billion (Source)
  • Disclosure: Douglas is a co-founder of Highbridge, a Salesforce Partner.

Hubspot CRM Stats

  • Hubspot’s current valuation is approximately $10.1 billion (Source)
  • Hubspot has over 56,500 paying customers (Source)
  • Hubspot’s total revenue was $186.2 million, up 29% compared to Q4’18. (Source)
  • Hubspot has 3.4% of the CRM market share (Source)

Monday.com CRM Stats

  • Monday.com is valued at $2.7 billion (Source)
  • Monday.com has over 80,000 paying customers (Source)
  • Total revenue for Monday.com is approximately $112.5 (Source)

Zoho CRM Stats

  • Zoho is a private company, so valuation is hard to say, but it’s estimated to be between $5 billion and $15 billion (Source)
  • Over 150,000 businesses use Zoho CRM (Source)
  • Zoho’s annual revenue comes out to about $500 million (Source)

SugarCRM Stats

  • The current valuation of SugarCRM stands at $350 million (Source)
  • SugarCRM has two million users around the world (Source)

Microsoft Dynamics CRM Stats

  • Microsoft Dynamics represents 2.7% of the CRM market share (Source)
  • Approximately 40,000 or more business utilize Microsoft Dynamics CRM (Source)

Zendesk CRM Stats

  • Zendesk is currently valued at $2.1 billion (Source)
  • Zendesk has more than 40,000 pay customers serving 300 million people (Source)
  • Annual revenue for Zendesk is approximately $814.17 million (Source)

Freshdesk CRM Stats

  • Freshworks, the parent company to Freshdesk CRM, is valued at $3.5 billion (Source)
  • Freshdesk has more than 40,000 paying customers (Source)
  • Freshwork’s annual revenue comes in at approximately $100 million (Source)

2020 CRM Statistics Infographic

Here’s the full infographic from Tech.co, 93 CRM Statistics to Help You Understand the Software.

2020 CRM Statistics

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