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

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)

1.  The global CRM market size is predicted to grow at a CAGR of 13.9% from 2023 to 2030.

2. 65% of companies started using CRM within five years of starting their business.

3. 55% of businesses use CRM platforms in the U.S.

4. CRM significantly impacted 47% of customer satisfaction in businesses.

5.  74% of companies agreed that they improved access to customer data by using CRM.

6. 68% of the organization said they are competing for a more satisfactory customer experience above anything else.

7. 64% of sales executives use CRM software.

8. The global mobile CRM market revenue was $26.2 billion in 2022 and is expected to reach $52.4 billion by 2029.

9. 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.

10. 50% of CRM projects fail because of a lack of cross-functional coordination.

General CRM Statistics

11.      The global CRM market size is predicted to grow at a CAGR of 13.9% from 2023 to 2030.

12. The global CRM market size is valued at $65.59 billion as of 2023.

13. The global CRM market size was valued at $58.82 billion in 2022.

14. 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
2025	98.29
2026	108.70
2027	120.30

15. With 43.6% of the market share in 2022, the North American region dominates the CRM market. 

16. Asia-Pacific is expected to be the fastest developing region, with a CAGR of 15.6% from 2023 to 2030. 

17.  $39 billion CRM market revenue has been generated in the U.S. as of 2023.

18.  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

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.

19. 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%

20. 56% of annual operational costs increased by using multiple providers.

21. 54% of users used commercial applications for business intelligence in the U.S.

22. 44.4% of management consulting services used commercial applications for business intelligence in the U.S.

23. 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 was not providing 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%

24. 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 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%,

25. With 25%, the Real estate industry is the top buyer of CRM.

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%

26. 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.

27. 91% of companies with more than 11 employees use CRM software. 

28. 55% of businesses use CRM platforms in the U.S.

29. Calendar Management is the most used feature, with 52%.

Here is a table showing the most used feature 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%

30. 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%

31. 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%

32. 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 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. 

33. 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%

34. Using CRM, companies improve sales(87%), Increase customer satisfaction(74%), and improve business efficiency(73%).

35. 50% of business executives said because of CRM, they reduced labor costs by 40% and increased customer relationships by 74%.

36. CRM can boost the conversion rate by 300%.

37. 99% of Business-to-Bussiness use CRM for customer retention.

Here is a table showing how B2B companies retain customers.

How B2B companies retain customers	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.

38. 68% of the organization said they are competing for a more satisfactory customer experience above anything else.

39. 47% of firms say they have received massive customer satisfaction rates because of CRM.

40. 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.

41. 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%

42. Per salesperson, 41% of revenue can increase because of CRM.

43. 18% of the time, sales teams spend on CRM.

44. 22% of salespersons don’t know what CRM is.

45. 29% of sales can improve by CRM software.

46. Almost 82% of companies use CRM for sales reporting.

47. 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. 

48. The global mobile CRM market revenue was $26.2 billion in 2022 and is expected to reach $52.4 billion by 2029.

49. The global mobile CRM market is expected to grow at a CAGR of 10.4% from 2022 to 2029.

50. With 25.7%, North America is the largest region contributing to the global mobile CRM market.

51. 65% of companies with mobile CRM reached sales quotas.

52. 22% of companies without mobile CRM reached sales quotas.

53. 35% of companies with mobile CRM did not reach sales quotas.

54. 78% of companies without mobile CRM did not reach sales quotas.

55.  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. 

56. 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.
57. The global social CRM market anticipates growing at a CAGR of 48.3% from 2022 to 2027.

58. U.S. social CRM market was estimated at $7.4 billion in 2020. 

59. There are 7.74 billion social media users in the world.

Source: Research and Market, 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. 

60. 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%

61. 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%

Related Links

• Best Email Marketing Software
• Best CRM For Real Estate

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. 

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