Due to its features and benefits, CRM will become a basic necessity for small to large businesses in 2024.
With over 55% of businesses using CRM platforms in the U.S, the global CRM adoption rates are also climbing.
Accumulating over $71 billion in 2023, the CRM market is expected to grow exponentially in 2024.
This article will present you with the most significant CRM statistics revolving around CRM adoption, usage, benefits, and trends in 2024.
CRM Statistics: Top Picks (2024)
- The global CRM market size is valued at $71 billion as of 2023 and will grow at a CAGR of 12% from 2023 to 2030.
- 65% of companies started using CRM within five years of starting their business.
- The North American region dominates the CRM market with 44% of the market share in 2023.
- 55% of businesses use CRM platforms in the U.S.
- Companies improved sales by 87% and customer satisfaction by 74% using CRM solutions
- CRM can boost the conversion rate by 300%
- 24% consider functionality one of the most important considerations when buying CRM.
- 68% of the organization said they are competing for a more satisfactory customer experience above anything else.
- 64% of sales executives use CRM software.
- The global mobile CRM market revenue was $28.97 billion in 2023 and is expected to reach $52.4 billion by 2029.
- 50% of CRM projects fail because of a lack of cross-functional coordination.
General CRM Statistics
This section will cover some of the general CRM statistics like revenue, market share, and CRM key players.
CRM Revenue Statistics
- The global CRM market size is predicted to grow at a CAGR of 12% from 2023 to 2030.
- The global CRM market size is valued at $71 billion as of 2023.
- The global CRM market size was valued at $58.82 billion in 2022.
- The global CRM market size is expected to reach $163.16 billion in 2030.
Here is a table showing the predicted revenue of Customer Relationship Management Software from 2024 to 2027.
| Year | Revenue |
| 2024 | $88.27 Billion |
| 2025 | $98.29 Billion |
| 2026 | $108.70 Billion |
| 2027 | $120.30 Billion |
CRM Market Share Statistics
- The North American region dominates the CRM market with 44% of the market share in 2023.
- Asia-Pacific is expected to be the fastest developing region, with a CAGR of 15.6% from 2023 to 2030.
- The United States CRM market was valued at $21.39 billion in 2023 and is expected to grow at a CAGR of 13.20% from 2023 to 2032.
- Salesforce is the top key player in the CRM software market, with 24.9%.
Here is a table showing the top key players in the CRM software market.
| Key Players | Share of Key Players |
| Salesforce | 24.9% |
| SAP | 5.9% |
| Adobe | 5.6% |
| Oracle | 4.0% |
| Microsoft | 3.3% |
| Others | 56.3% |
Source: Grand View Research, PrecedenceResearch
CRM Adoption Statistics
Why did many companies start adopting CRM? What are the reasons for adopting CRM?
To know the answer to these questions, you have to look at our CRM adoption statistics.
- 65% of companies started using CRM within five years of starting their business.
Here is a table showing when companies start using CRM.
| When companies start using CRM | Share of companies |
| Less than one year | 18% |
| 1 to 2 years | 20% |
| 3 to 5 years | 23% |
| 6 to 10 years | 10% |
| More than ten years | 10% |
| Company Founded before CRM | 13% |
| Not sure | 6% |
- 56% of annual operational costs of companies increased by using multiple providers.
- In the United States, 54% of customers used commercial business intelligence applications.
- 44.4% of management consulting services used commercial applications for business intelligence in the U.S.
- 22% of companies adopted CRM because their old platform was difficult to use.
Here is a table showing why companies adopted CRM.
| Reason for adoption CRM | Percentage of adoption |
| Old platform had fewer features | 66% |
| Old platform was not supporting | 28% |
| Old platform was difficult to use | 22% |
| Old platform was not supporting their business size | 13% |
| Old platform did not provide good customer support | 9% |
| Old platform was expensive | 6% |
Here is a table showing what companies want in CRM platform.
| Companies want in CRM platform | Share of respondents |
| Contact Management Features | 94% |
| Interaction Tracking Features | 88% |
| Scheduling/Reminders | 85% |
| Pipeline/funnel monitoring | 26% |
| Sales Automation | 22% |
| Central Database | 20% |
| Email Marketing | 20% |
| Customization | 18% |
| Reporting/Analytics | 17% |
| Integration | 16% |
| Lead Generation | 9% |
- With 24%, functionality is one of the most important considerations in CRM buying.
Here is a table showing the most important factors in CRM purchases.
| Most important factors in CRM purchases | Share of respondents |
| Functionality | 24% |
| Ease of Use | 20% |
| Price | 14% |
| Company Reputation | 9% |
| Support | 8% |
| Implementation Training | 8% |
| Software Popularity | 6% |
| Reviews and Recommendations | 6%, |
- The real estate business is the largest buyer of CRM, accounting for 25% of all purchases.
Here is a table showing CRM buyers by industry.
| Industry | Percentage |
| Real Estate | 25% |
| Consulting | 11% |
| Distribution | 8% |
| Insurence | 8% |
| Manufacturing | 6% |
| Mortgage | 5% |
| Software/IT | 5% |
| Others | 32% |
- With 85.7%, Europe is the top region in adopting CRM.
Here is a table showing the CRM adoption rate across the world.
| Region | Adoption Rate |
| America | 83.6% |
| Europe | 85.7% |
| Asia | 75.9% |
Source: Kimble, Webfx, Capterra, 99firms, Demandsage
CRM Usage Statistics
As our research shows, the use of CRM is increasing daily. Please go through our research and learn more about the most used features of CRM and many more.
- 91% of companies with more than 11 employees use CRM software.
- 55% of businesses use CRM platforms in the U.S.
- Calendar Management is the most used feature, with 52%.
Here is a table showing the most used features of CRM.
| The most used feature | Share of features |
| Calendar Management | 52% |
| Email Marketing | 50% |
| Quote/Proposal Management | 46% |
| Marketing Automation Integration | 44% |
| Lead Scoring | 44% |
- CRM significantly impacted 47% of customer satisfaction in businesses.
Here is a table showing aspects of the business that CRM significantly impacted.
| Aspects of business | Percentage |
| Customer Retention | 47% |
| Customer Satisfaction | 47% |
| Sales Revenue | 45% |
| Upselling/Cross-selling | 395% |
- 32% of CRM users are in the professional services industry.
Here is a table showing industry-wise CRM users.
| Industry | CRM Users |
| Professional Services Industry | 32% |
| Retail Industry | 18% |
| IT Industry | 13% |
| Manufacturing Industry | 13% |
| Banking and Finance Industry | 7% |
- In the United States, 25% of CRM software’s social media monitoring option is the most preferred.
Here is a table showing the most desired features of CRM in the U.S.
| Most desired features of CRM in the U.S. | Share of Respondents |
| Social Media Monitoring | 25% |
| Pulls-in contact social media profiles | 24% |
| Mobile app | 19% |
| Customer loyalty tracking | 19% |
| E-commerce integration | 16% |
| Territory assignment | 16% |
Source: Statista,
CRM Benefits Statistics
Benefits give a reason to buy a product to the customer. Before buying anything, everyone looks for that particular thing’s benefits.
Here we have gathered all the information related to the CRM benefits statistics. That will help you to know more about CRM benefits.
- CRM can boost the conversion rate by 300%.
- 74% of companies agreed that they improved access to customer data by using CRM.
Here is a table showing the benefits of CRM to companies.
| Benefits | Share of respondents |
| Improved access to customers | 74% |
| Improved Productivity | 60% |
| Quality of Communication | 57% |
| Increase Sales Revenue | 45% |
| Increase Report Accuracy | 42% |
| Improve upselling and cross-selling efforts | 39% |
| Customer retention | 27% |
- Companies improved sales by 87% and customer satisfaction by 74% using CRM solutions.
- According to 50% of corporate executives, CRM has improved client relations by 74% and decreased labor expenses by 40%.
- 99% of Business-to-business (B2B) use CRM for customer retention.
Here is a table showing how B2B companies retain customers.
| Percentage of retained customer | Percentage of retain customer |
| CRM | 99% |
| Email Marketing | 68% |
| Marketing Automation | 50% |
Source: Martech
CRM Customer Experience Statistics
CRM can deliver the best experience to your company. To know more about CRM customer experience statistics, go through our research.
- 68% of the organizations reported they are competing for a more satisfactory customer experience above anything else.
- 47% of firms say they have received massive customer satisfaction rates because of CRM.
- 37% of small businesses are satisfied with CRM systems, and 33% are somewhat satisfied.
Source: Demandsage, Resco.net
CRM Sales Statistics
Closing more deals and earning through sales is one of the growing processes of your company. One can measure a company’s success through it. So it is important to know the CRM sales statistics.
- 64% of sales executives use CRM software.
Here is a table showing how much time a sales expert spends on CRM software.
| Hours | Share of respondents |
| 3 to 5 hours per week | 33% |
| 5 to 10 hours per week | 22% |
| 10+ hours per week | 24% |
- CRM can boost revenue by 41% per salesperson.
- Sales teams dedicate 18% of their time to CRM.
- 29% of sales can be improved by CRM software.
- 22% of salespersons don’t know what CRM is.
- Almost 82% of companies use CRM for sales reporting.
- 17% of salespersons stated that manual data entry is one of CRM software’s biggest challenges.
Mobile CRM Statistics
People are moving from desktop to mobile nowadays. People use more than 3 hours of internet on mobile. So it is essential to know more statistics about Mobile CRM.
Here, we have compiled the best Mobile CRM statistics for you.
- The global mobile CRM market revenue was $28.97 billion in 2023 and is expected to reach $52.4 billion by 2029.
- The global mobile CRM market is expected to grow at a CAGR of 10.4% from 2022 to 2029.
- With 25.7%, North America is the largest region contributing to the global mobile CRM market.
- 65% of companies with mobile CRM reached their sales quotas.
- 22% of companies without mobile CRM reached sales quotas.
- 35% of businesses using mobile CRM failed to meet their sales targets.
- 78% of companies without mobile CRM did not reach sales quotas.
- 50% of teams have enhanced their productivity by using mobile CRM.
Source: Adamenfroy, Future market insights, Demandsage
CRM Failure/Challenges Statistics
We have seen all about CRM statistics, such as CRM adoption, usage, and benefits statistics. But at the same time, you should know the challenges and failures statistics of CRM to know more about it.
46. Lack of integration with other tools(17%) is one of the biggest challenges while using CRM software.
Here is a table showing the top challenges in using CRM software.
| Top Challenges | Share of Respondents |
| Manual Data Entry | 17% |
| Lack of integration with other tools | 17% |
| Sales team doesn’t use it | 16% |
| Don’t knows/ Not applicable | 14% |
| Difficult to trace sales funnel | 12% |
| Invalid or Incorrect data | 8% |
| Too complicated to use | 7% |
| Managers don’t use it | 5% |
| Other | 5% |
47. 50% of CRM projects fail because of a lack of cross-functional coordination.
Here is a table showing the top CRM risk factors.
| CRM Risk factors | Share of respondents |
| Lack of cross-functional coordination | 50% |
| No CRM business strategy | 48% |
| Lack of process change | 45% |
| Lack of executive support | 40% |
| Poor business representation on team | 32% |
| Inappropriate IT investments | 32% |
CRM Trends to look out for in 2024
Due to the continued technological advancements, the CRM industry is constantly evolving.
With the forthcoming of AI, more automation is set to take place, and businesses are looking forward to capitalizing on that.
AI integrations will be a must in 2024
A growing number of users are using AI to help their CRM platforms reach their full potential.
Narrow AI and generative AI will work together in balance to create ever more powerful solutions.
These techniques will help in creating more personalized and impactful customer engagement and experiences.
CRM automation will be prominent in 2024
In today’s fast-paced world, it’s tiring for marketers to send an email for a pre-defined campaign task.
Automation will be essential in order to reduce repetitive and time-consuming tasks.
The CRM developers will focus more on providing custom automation and enhancing the user experience by reducing efforts in 2024.
CRM integrations will be a key to efficient tracking
As mentioned above, lack of integration with other tools is one of CRM software’s biggest challenges.
Consumers use multiple platforms like social media and mobile apps to interact with a brand. Hence, it will be necessary for CRM solutions to integrate with other platforms.
Compatible integrations will be essential for marketers to track and understand customer buying patterns and create strategies accordingly.
More Stats Read:
