7% of respondents who are successful in achieving their organizations’ goals indicate their use of data and consumer insights used to move deals forward is effective. (Adynamics)
According to a Harvard Business Review study, when two companies—a $7 billion electronics manufacturer and an $8 million custom printing company—invested in sales and marketing automation, each saw a first-year ROI of 100 percent. (Adynamics)
The average ROI on CRM is $8.71 for each dollar spent. (Nucleus Research)
The pandemic accelerated demand for CRM. (Salesforce)
When it comes to empowering a sales team to build and organize relationships with target accounts, findings prove that data management—of contacts, leads, accounts, and opportunities—ranks as the most effective component. (Adynamics)
In 2021, 87% of businesses access the CRM system through a cloud-based solution using multiple devices, like laptops, desktops, smartphones, and tablets. This number was 12% in 2008 as businesses earlier preferred on-premise solutions. (Software Advice)
CRM software leads the technology investment as 44% of businesses are planning to increase their IT budgets in 2021. (Spiceworks)
1% of respondents at organizations that achieve their goals say the key to success is providing sellers with access to the right tools (CRM, etc.) (Adynamics)
7% TCO reduction IT savings of migrating from Dynamics CRM 2013 to Dynamics 365 in the cloud, 63% ROI Including both IT savings and impacts to end users, and 10 months Payback period. (Adynamics)
There are 700 CRM systems on the market. (G2)

General CRM Statistics

CRM will be the largest area of spending on enterprise software. (Gartner)
AI CRM could deliver an extra $1.1 trillion in revenues by the end of 2021 (Salesforce)
Salesforce owns around 20% of the overall CRM market (Spring Engage)
92% of companies already use databases to store customer information. (GDMA and Winterberry Group)
46% of sales teams report extensive use of CRM systems. (Entrepreneur)
40% of salespeople don’t use a CRM. Instead, they use methods like spreadsheets and emails to store valuable customer data. (Hubspot)
Service and IT companies are most interested in buying CRM software. (SelectHub)
74% of companies say that converting leads into their customers is their top priority.
Customers spent 19% more at a company when they felt they belonged to that company’s online community. (University of Michigan)

CRM Market Statistics

US businesses are likely to spend more than $350 million on email advertising, making CRM a crucial part of email marketing strategies. (Business2community)
91% of US businesses with more than 10 employees now use CRM. (CRM Magazine)
Salesforce is the undisputed king of the industry with over 19% of the CRM market share. (Forbes)
Eastern and Western Europe are the fastest-growing regions in the global CRM market. (Forbes)
Global CRM revenues are expected to reach over $80 billion in 2025. (Grand View Research)
Salesforce has announced that it’s aiming for $60 billion in revenue by 2034. (Seeking Alpha)
There are 700 CRM systems on the market. (G2)

Cloud CRM Statistics

In 2008, only 12% of businesses used cloud-based CRM – This figure has now increased to 87%. (Supper Office)

CRM Adoption Statistics

65% of businesses adopt CRM technology within the first 5 years of launch.
64% of companies say CRM tools are impactful, or very impactful. (LinkedIn)
22% of salespeople don’t know what a CRM is. (HubSpot)
7% of companies that used CRM had an adoption rate higher than 90%. (CSO Insights)
80% of respondents claim they implemented their CRM in 18 months or less. (Capterra)
When adopting CRM, people want specific features. (Software Advice)

crm statistics when adopting crm people want specific features

CRM adoption is crucial for customer experience. (Salesforce)
Around 82% of organizations use CRM for sales reporting (Grandview Research)
75% of companies that want to buy CRM software have an annual turnover between $1 and $50 million. (SelectHub)
Last year we found out that overall CRM usage increased from 56% to 74%. (Stellaxius)
Less than 40% of CRM customers have end-user adoption rates above 90%. (CSO Insights)

CRM Benefits Statistics

The biggest benefits experienced after implementing CRM/SFA tools are improved data accuracy, improved productivity, and improved process efficiency. (Forrester)
24% more sales reps will achieve their annual sales quota thanks to mobile CRM access. (Aberdeen Group)
74% of companies say that converting leads into their customers is their top priority. (Trackvia)
CRM software can help to increase sales by up to 29%, as well as improve sales productivity by up to 34% and sales forecasting accuracy by 42%. (Salesforce)
Productivity is a major benefit of CRM technology. (Nucleus Research)
On average, improved data accessibility offered by a CRM can reduce the sales cycle by 8–14%. (Nucleus Research)
92% of companies believe CRM technology is crucial to achieving goals. (Super Office)
74% of companies say CRM technology gives better access to customer data. (Resco)
52% of companies say CRMs could reduce the silos in customer data. (Super Office)
Effective sales teams are 81% more likely to be consistent CRM users. (Aberdeen Group)
74% of CRM users said that their CRM gave them improved access to important customer data. (Software Advice)
CRM decision-makers claim a productivity gain of 14.6% from mobile CRM capabilities and 11.8% from social CRM. (Nucleus Research)
Conversion rates can rise by up to 300% using CRM.
According to G2 users, the average ROI for implementing CRM software is 13 months. (G2)

CRM Challenges Statistics

For 54% of salespeople, the biggest obstacle to obtaining CRM software is its cost. (HubSpot)
67% of CRM customers said that finding time to evaluate systems was a major problem. (CSO Insights)
83% of senior executives explained that their biggest challenge was getting their staff to use the software (Really Simple Systems)
Between 25% and 60% of CRM projects fail to meet expectations, according to studies conducted over the past decade. (GetBase)
52% of businesses say their CRM isn’t doing enough.

CRM Technology Statistics

7% of respondents who are successful in achieving their organizations’ goals indicate their use of data and consumer insights used to move deals forward is effective. (Adynamics)
43% of companies report having a fragmented approach with inconsistent integration between marketing and customer experience technologies. (Adynamics)
1% of respondents at organizations that achieve their goals say the key to success is providing sellers with access to the right tools (CRM, etc.) (Adynamics)

engaging with prospects using crm crm statistics

15% of companies feel like they have a complete view of customers. (McKinsey)
92% of B2B sales leaders will invest in AI solutions, implementing automation services, adding reporting through analytics tools, and tracking market trends through sales intelligence,1 which will allow their companies to engage more effectively with customers. (Forrester)
Around 81% of marketers operate their CRM from multiple devices. (OnePage Express)
74% of companies say that converting leads into their customers is their top priority. (Review42)
28% of companies have already adopted AI in their CRM. (IDC)

CRM Customer Experience

90% of customers expect consistency and continuity across channels. (Aberdeen)
75% expect agents to know what products they’ve purchased and their service history (Adynamics)
By 2028, CRM technology should be worth around $128.97 billion worldwide. (Fortune Business Insights)
Companies usually invest in CRM technology within the first 5 years. (Capterra)
47% of users say CRM improves customer satisfaction. (Capterra)
CRM could be key to tracking omnichannel experiences. (Salesforce)
Customer satisfaction and retention are both influenced by CRM. (Capterra)

crm statistics crm improve customer experiences

Mobile CRM Statistics

65% of companies with mobile CRM achieve their sales quotas (IBM)
50% of teams improved their productivity by using a mobile CRM. (Forrester)
82% of sales reps who use a mobile CRM solution claim that it had improved the quality of their data. (Software Advice)
Productivity increases by 14,6% when salespeople have mobile access to their CRM. (Nucleus Research)
Organizations using mobile business apps achieve a 74% increase in customer satisfaction due to faster response to requests and inquiries (Microsoft).
Organizations using mobile business apps notice a 74% improvement in business process efficiency (Microsoft).
Organizations using mobile business apps achieve a 62% increase in usage and adoption of CRM applications (Microsoft).
Organizations using mobile business apps achieve a 77% boost in productivity and efficiency of frontline employees. (Microsoft).

CRM Sales Statistics

When it comes to empowering a sales team to build and organize relationships with target accounts, findings prove that data management—of contacts, leads, accounts, and opportunities—ranks as the most effective component. (Adynamics)
The three most important CRM sales tools to enable the sales teams to engage at scale with target accounts are lead data synchronization, contact management, and collaboration tools. (Adynamics)

crm statistics most important crm sales tools

40% of companies say that getting a response from prospects is more difficult now than it was 3-4 years ago. (HubSpot)
Data accessibility for salespeople shortens their sales cycles by 8-14%. (Nucleus Research)
13% of companies say that the daily use of sales technologies is more difficult now than 3-4 years ago. (HubSpot)
The biggest challenge for the sales team to engage with prospects at scale is synchronizing data across systems. (Adynamics)

biggest challenge for sales team to engage with prospects at scale crm statistics

Sales teams spend around 18% of their time in CRM. (Forbes)
27% of sales professionals spend over an hour a day on data entry work. (HubSpot)
6% of sales professionals say that CRM tools have a significant impact on their company’s bottom line. (LinkedIn)

Small Business CRM Statistics

33% of small businesses see some form of web-based CRM tools. (ThriveMyWay)
13% of small businesses plan on investing in a CRM system. (ThriveMyWay)
92% of users say that CRM is essential to their revenue goals. (ThriveMyWay)
80% of customers are likely to support businesses with personalized customer support. (ThriveMyWay)
91% of companies with 10 or more employees use a CRM. (Grand View Research)

Microsoft CRM Statistics

7% TCO reduction IT savings of migrating from Dynamics CRM 2013 to Dynamics 365 in the cloud, 63% ROI Including both IT savings and impacts to end users, and 10 months Payback period. (Adynamics)
Customers that implement Microsoft Dynamics 365 Customer Service saw on average 131% ROI, benefits of $2.9 million in present value, $1.6 million in net present value, and payback in 8 months. (Adynamics)
Customers that implemented Microsoft Dynamics 365 Field Service saw benefits such as 60% Fewer hours billed for maintenance and repair work, 10% Reduction in field dispatch, 50% Less driving time, and 20% Fewer service calls. (Adynamics)

Resources

Learn more about Microsoft Dynamics 365 CRM Applications

Microsoft Dynamics 365 CRM Applications are standalone business apps developed to help companies manage customer data, attract new customers, retain current customers, and improve business efficiencies. Microsoft CRM applications cover business processes including Marketing, Customer Service, Sales, and Field Service. Together with AI, you will get a 360-degree view in real-time of your customers and prospects.

Dynamics 365 Sales

Is Sales Management & Sales Force Automation CRM system that enables salespeople to build strong relationships with their customers, take actions based on insights, and close sales faster with actionable insights and a personalized approach.

Dynamics 365 Marketing

Is a marketing-automation application that helps manage multi-channel campaigns and turn prospects into business relationships. The app is easy to use, works seamlessly with Dynamics 365 Sales, and has built-in business intelligence.

Dynamics 365 Customer Service

Is Customer Automation and Customer Management system. Differentiate your brand by taking advantage of built-in intelligence to deliver faster, more personalized service and add value to every customer interaction.

Dynamics 365 Field Service

Provides complete field Service Management including service agreements, predictive maintenance, preventative maintenance, work order management, resource management, product inventory, scheduling and dispatch, mobility, collaboration, customer billing, and analytics.

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Chapter #8

CRM Statistics 2023

Chapters:

Top 10 CRM Statistics in 2023

General CRM Statistics

CRM Market Statistics

Cloud CRM Statistics

CRM Adoption Statistics

CRM Benefits Statistics

CRM Challenges Statistics

CRM Technology Statistics

CRM Customer Experience

Mobile CRM Statistics

CRM Sales Statistics

Small Business CRM Statistics

Microsoft CRM Statistics

Resources

Learn more about Microsoft Dynamics 365 CRM Applications

Dynamics 365 Sales

Dynamics 365 Marketing

Dynamics 365 Customer Service

Dynamics 365 Field Service

Download the Latest CRM Ebooks

Let’s Discuss Your CRM Needs

Book a FREE Consultation Session Today!

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