61+ CRM Statistics Of 2023 (Data, Facts & Trends)

CRM Statistics - AnswerIQ

For business people or salespeople, CRM is a daily part of their professional life. Every day they interact with CRM.

CRM is all about developing and managing a profitable relationship with customers. CRM’s goal is to increase business profitability. 

If you want to increase your business or you are planning to buy CRM software, then you must know the CRM statistics.

Here we have compiled some valuable CRM statistics from our top research, which will lead you to know more about CRM.

CRM Statistics (Top Pick)

CRM
  1.  The global CRM market size is predicted to grow at a CAGR of 13.9% from 2023 to 2030.
  1. 65% of companies started using CRM within five years of starting their business.
  1. 55% of businesses use CRM platforms in the U.S.
  1. CRM significantly impacted 47% of customer satisfaction in businesses.
  1.  74% of companies agreed that they improved access to customer data by using CRM.
  1. 68% of the organization said they are competing for a more satisfactory customer experience above anything else.
  1. 64% of sales executives use CRM software.
  1. The global mobile CRM market revenue was $26.2 billion in 2022 and is expected to reach $52.4 billion by 2029.
  1. The global social CRM market was estimated at $26.3 billion in 2020 and is projected to reach $415.4 billion by the end of 2027.
  1. 50% of CRM projects fail because of a lack of cross-functional coordination.

General CRM Statistics

  1.      The global CRM market size is predicted to grow at a CAGR of 13.9% from 2023 to 2030.
  1. The global CRM market size is valued at $65.59 billion as of 2023.
  1. The global CRM market size was valued at $58.82 billion in 2022.
  1. 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.

YearRevenue
202488.27
202598.29
2026108.70
2027120.30
  1. With 43.6% of the market share in 2022, the North American region dominates the CRM market. 
  1. Asia-Pacific is expected to be the fastest developing region, with a CAGR of 15.6% from 2023 to 2030. 
  1.  $39 billion CRM market revenue has been generated in the U.S. as of 2023.
  1.  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 PlayersShare of Key Players
Salesforce24.9%
SAP5.9%
Adobe5.6%
Oracle4.0%
Microsoft3.3%
Others56.3%

Source: Grand View Research

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.

  1. 65% of companies started using CRM within five years of starting their business.

Here is a table showing when companies start using CRM.

CRM Adoption Stats
When companies start using CRMShare of companies
Less than one year18%
1 to 2 years20%
3 to 5 years23%
6 to 10 years10%
More than ten years10%
Company Founded before CRM13%
Not sure6%
  1. 56% of annual operational costs increased by using multiple providers.
  1. 54% of users used commercial applications for business intelligence in the U.S.
  1. 44.4% of management consulting services used commercial applications for business intelligence in the U.S.
  1. 22% of companies adopted CRM because their old platform was difficult to use.

Here is a table showing why companies adopted CRM.

Compaines Adopted CRM
Reason for adoption CRMPercentage of adoption
Old platform had fewer features66%
Old platform was not supporting28%
Old platform was difficult to use22%
Old platform was not supporting their business size13%
Old platform was not providing good customer support9%
Old platform was expensive6%

Here is a table showing what companies want in CRM platform.

Companies want in CRM platformShare of respondents
Contact Management Features94%
Interaction Tracking Features88%
Scheduling/Reminders85%
Pipeline/funnel monitoring26%
Sales Automation22%
Central Database20%
Email Marketing20%
Customization18%
Reporting/Analytics17%
Integration16%
Lead Generation9%
  1. With 24%, functionality is one of the essential factors in CRM purchase. 

 Here is a table showing the most important factors in CRM purchases. 

Most important factors in CRM purchasesShare of respondents
Functionality24%
Ease of Use20%
Price14%
Company Reputation9%
Support8%
Implementation Training8%
Software Popularity6%
Reviews and Recommendations6%,
  1. With 25%, the Real estate industry is the top buyer of CRM.

Here is a table showing CRM buyers by industry.

IndustryPercentage
Real Estate25%
Consulting11%
Distribution8%
Insurence8%
Manufacturing6%
Mortgage5%
Software/IT5%
Others32%
  1. With 85.7%, Europe is the top region in adopting CRM.

Here is a table showing the CRM adoption rate across the world.

RegionAdoption Rate
America83.6%
Europe85.7%
Asia75.9%

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.

  1. 91% of companies with more than 11 employees use CRM software. 
  1. 55% of businesses use CRM platforms in the U.S.
  1. Calendar Management is the most used feature, with 52%.

Here is a table showing the most used feature of CRM.

The most used featureShare of features
Calendar Management52%
Email Marketing50%
Quote/Proposal Management46%
Marketing Automation Integration44%
Lead Scoring44%
  1. CRM significantly impacted 47% of customer satisfaction in businesses.

Here is a table showing aspects of the business that CRM significantly impacted.

Aspects of businessPercentage
Customer Retention47%
Customer Satisfaction47%
Sales Revenue45%
Upselling/Cross-selling395%
  1. 32% of CRM users are in the professional services industry.

Here is a table showing industry-wise CRM users.

IndustryCRM Users
Professional Services Industry32%
Retail Industry18%
IT Industry13%
Manufacturing Industry13%
Banking and Finance Industry7%
  1. 25% of social media monitoring feature of CRM software is most desired in the U.S.

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 Monitoring25%
Pulls-in contact social media profiles24%
Mobile app19%
Customer loyalty tracking19%
E-commerce integration16%
Territory assignment16%

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. 

  1. 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.

CRM Benefits Stats
BenefitsShare of respondents
Improved access to customers74%
Improved Productivity60%
Quality of Communication57%
Increase Sales Revenue45%
Increase Report Accuracy42%
Improve upselling and cross-selling efforts39%
Customer retention27%
  1. Using CRM, companies improve sales(87%), Increase customer satisfaction(74%), and improve business efficiency(73%).
  1. 50% of business executives said because of CRM, they reduced labor costs by 40% and increased customer relationships by 74%.
  1. CRM can boost the conversion rate by 300%.
  1. 99% of Business-to-Bussiness use CRM for customer retention.

Here is a table showing how B2B companies retain customers.

How B2B companies retain customersPercentage of retain customer
CRM99%
Email Marketing68%
Marketing Automation50%

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.

  1. 68% of the organization said they are competing for a more satisfactory customer experience above anything else.
  1. 47% of firms say they have received massive customer satisfaction rates because of CRM.
  1. 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.

  1. 64% of sales executives use CRM software.

Here is a table showing how much time a sales expert spends on CRM software.

HoursShare of respondents
3 to 5 hours per week33%
5 to 10 hours per week22%
10+ hours per week24%
  1. Per salesperson, 41% of revenue can increase because of CRM.
  1. 18% of the time, sales teams spend on CRM.
  1. 22% of salespersons don’t know what CRM is.
  1. 29% of sales can improve by CRM software.
  1. Almost 82% of companies use CRM for sales reporting.
  1. 17% of salespersons stated that manual data entry is one of the biggest challenges while using CRM software.

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. 

  1. The global mobile CRM market revenue was $26.2 billion in 2022 and is expected to reach $52.4 billion by 2029.
  1. The global mobile CRM market is expected to grow at a CAGR of 10.4% from 2022 to 2029.
  1. With 25.7%, North America is the largest region contributing to the global mobile CRM market.
  1. 65% of companies with mobile CRM reached sales quotas.
  1. 22% of companies without mobile CRM reached sales quotas.
  1. 35% of companies with mobile CRM did not reach sales quotas.
  1. 78% of companies without mobile CRM did not reach sales quotas.
  1.  50% of teams have enhanced their productivity by using mobile CRM.

Source: Adamenfroy, Future market insights, Demandsage

Social CRM Statistics

The social media craze is growing continuously. People spend an average of 2 and a half hours on social media. So it became necessary to see social CRM statistics. 

  1. The global social CRM market was estimated at $26.3 billion in 2020 and is projected to reach $415.4 billion by the end of 2027.
  2. The global social CRM market anticipates growing at a CAGR of 48.3% from 2022 to 2027.
  1. U.S. social CRM market was estimated at $7.4 billion in 2020
  1. There are 7.74 billion social media users in the world.

Source: Research and Market, Demandsage

CRM Failure/Challenges Statistics

CRM Failure

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. 

  1. 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 ChallengesShare of Respondents
Manual Data Entry17%
Lack of integration with other tools17%
Sales team doesn’t use it16%
Don’t knows/ Not applicable 14%
Difficult to trace sales funnel12%
Invalid or Incorrect data8%
Too complicated to use7%
Managers don’t use it5%
Other5%
  1. 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 factorsShare of respondents
Lack of cross-functional coordination50%
No CRM business strategy48%
Lack of process change45%
Lack of executive support40%
Poor business representation on team32%
Inappropriate IT investments32%

Related Links

Conclusion: CRM Statistics (2023)

Companies are adopting CRM for their better profitable experience with customers. CRM gives benefits back to companies. Companies with CRM adoption are meeting their sales goals more effectively than others. 

Mobile and Social CRM are also growing as mobile and social media use is growing. Customers are the king of the markets. To make a good relationship with them became so crucial for your business. CRM is helping companies to make this happen more appropriately.

But before adopting CRM, we must be aware of its challenges and failure because every good thing comes with some wrong sides. 

These are the most recent CRM statistics. We will be updating you with the new CRM statistics. 

FAQs

How fast is the CRM market growing?

The global CRM market is expected to grow at a CAGR of 13.9% from 2023 to 2030. The global mobile CRM market is expected to grow at a CAGR of 10.4% from 2022 to 2029. The global social CRM market anticipates growing at a CAGR of 48.3% from 2022 to 2027

Who uses CRM the most?

55% of U.S. companies use CRM. If we think of most CRM-used industries, the professional service, retail, IT, Manufacturing, Banking, and finance industries are on the list. 

How effective is CRM software?

Many companies agreed that by using CRM, they have improved productivity, quality of communication, sales revenue, report accuracy, customer retention etc

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