56 CRM Statistics You Should Know for 2024

Customer Relationship Management (CRM) is more important to businesses now than ever. Customers consider the experiences they have with brands when they choose who they’ll buy from. 

To gain and retain customers, you must understand what kind of experiences they want in a business.

This article compiles some of the most recent, interesting, and surprising CRM statistics. You’ll notice some emerging CRM trends you want to pay close attention to.

Best CRM Statistics – Our Top Picks


  • SaaS CRM will grow with 13.43% between 2024 and 2027. Which is estimated to be the compound annual growth rate (CAGR) since 2022.
  • North America has the largest market share of CRM software in 2022, at 43.6%.
  • 45% of companies said automation is the main thing they want in a CRM tool. Integration (36%), mobile (20%), ease of use (15%), and customization (8%) follow after.
  • 50% of sales leaders said their CRM could be easier to use. 18% claimed that this caused them to lose opportunities or revenue.
  • 86% of companies with a large budget use CRM or sales automation. 72% of companies with a medium budget do the same. Only 68% of companies with a small budget use CRM or automation.

CRM Statistics: Market Size Growth

CRM statistics - Cloud-based CRM estimated CAGR of 13.43 between 2022 and 2027

1. SaaS CRM (Cloud-based CRM) will grow at an estimated compound annual growth rate (CAGR) of 13.43% between 2022 and 2027. 

2. Experts expect the size of the CRM market to increase by $59 billion between 2022 2027. Several factors affect the growth of CRM, including the SME adoption of SaaS CRM.

3. The CRM market size value was $58.82 billion in 2022. It’s expected to expand with a CAGR of 13.9% from 2023 to 2030. Artificial intelligence (AI), automation, and the implementation of social media customer service are some of the contributing factors.

4. North America had the largest market share of CRM software in 2022, at 43.6%. The reason for this is several regional enterprises’ increasing adoption of CRM platforms. Here is an overview of CRM platforms in Canada that are the most popular.

5. The Asia Pacific CRM market is the fastest-growing at a CAGR of 15.6%. Countries like China and India will drive the demand for CRM platforms in the region. Find the best CRM software in Australia in our guide including features, pricing, pros, and cons.

6. The cloud CRM app market share will reach $34.5 billion by 2025.

CRM Adoption Statistics

crm adoption statistics - companies market size

1. 84% of companies looking for CRM software have under 1,000 employees.

2. At 32%, the majority of companies looking for CRM software are in the service industry. The IT and manufacturing industries, with 13% each, come after.

3. 29% of companies use Outlook to cover important CRM features. Other software that companies use instead of a CRM include Excel (22%) and Gmail.

4. Out of 500 tools that companies use in place of CRM, 300 were neither CRM nor CRM-related tools.

5. 22.75% of companies that look for CRM software said they want to address the lack of functionality. 17.25% said they want to be more centralized. 12.55% find their current setup “cumbersome.”

6. 89% of marketing organizations use CRM software as they interact with more customers online.

7. 36% of law firms said CRM had a minor impact on their efficiency. 33% said it had a moderate impact, 18% said it had no impact, and 13% said it had a major impact.

8. 63% of marketers use the same CRM systems as sales and service departments.

9. ​​91% of companies with 10 or more employees use a CRM.

Mobile CRM Statistics

global mobile CRM market statistics

1. The global mobile CRM market is expected to reach $52.4 billion by 2029 at a CAGR of 10.4%.

2. 27% of the global CRM market is for software that can be used on mobile devices.

3. Experts believe mobile CRM will grow at a CAGR of 10.4% by 2029.

4. North America holds the market’s largest share of global mobile CRM access at 25.7%. This is due to the high number of major enterprises in the region and their customer base.

5. 20% of the global mobile CRM market sales come from developed economies in Europe.

6. The mobile CRM market in the Middle East and Africa has the lowest market share at just 3.7%.

CRM Sales Team Statistics

CRM sales team statistics

1. 88% of sales leaders expect AI to improve their CRM processes in 2 years.

2. 66% of inside sellers (people who sell products remotely through email or phone calls) think their CRM software is important but less than half use it daily.

3. Only 47% of sellers use CRM software regularly.

4. 46% of sellers don’t use CRM software the way they’re intended to.

5. 85% of sellers admit making embarrassing mistakes because of faulty CRM data.

6. Only 47% of sellers consider their CRM software as a go-to tool.

7. 66% of sellers would rather do unpleasant tasks than update their CRM software.

8. 83% of salespeople who work from home are more likely to use CRM software. By comparison, only 75% of salespeople not working from home will use CRM software.

9. 79% of salespeople consider it standard practice to use CRM to track sales.

10. Effective sellers spend 18% more time updating their CRM system than average sellers.

11. Sellers said CRM (97%) and sales intelligence (97%) software are the most important elements of their tech stack.

12. 41% of sellers named inaccurate data in their CRM system as their biggest challenge.

13. Sales representatives spend 19% of their time updating their CRM.

14. 13.67% of sales leaders who transitioned their team to working remotely rank CRM software as the most important tool for success.

15. 52% of sales leaders said their CRM platform is costing them potential revenue opportunities.

16. 53% of sales leaders said their CRM causes friction for their sales team. 

17. 47% of sales leaders get frustrated by their CRM vendor’s lack of support.

CRM Automation

crm automation statistics

1. 45% of CRM users said automation is the most important feature they want in a CRM tool. Integration (36%), mobile (20%), ease of use (15%), and customization (8%) follow after.

CRM statistics - percentage of successful vs unsuccessful companies that use a CRM

2. 84% of companies that consider themselves “successful” or “somewhat successful” use CRM or sales automation software. By comparison, only 42% of unsuccessful companies actively use CRM. The lack of financial resources is one of the main reasons for the large gap between the two figures.

3. 86% of companies with a large budget use CRM or sales automation. 72% of companies with a medium budget do the same. Only 68% of companies with a small budget use CRM or sales automation. A company with a large budget is defined as having over CHF 500,000. Medium budget refers to companies with a budget in between CHF 100,000 and 500,000 while low-budget companies are those with less than CHF 100,000.

4. 34% of companies say they somewhat use marketing software for lead generation and customer retention. 28% said they aren’t using marketing software but plan to do so in the next two years. 25% said they use marketing software extensively. 13% don’t use marketing software and don’t have plans to do so in the future.

5. 55% of companies cited integration with their existing CRM software as the most important feature they look for in marketing automation software.

6. 61% of overperforming leaders use CRM to automate parts of their sales process.

7. 42% of sales teams that use CRM software do so to schedule meetings automatically. Other tasks include content automation (40%), quote generation (36%), meeting follow-ups (34%), rep assignments (29%), and lead scoring (28%).

CRM Software Statistics

CRM software statistics

1. 50% of sales leaders said they have trouble with successful CRM implementation. 18% claimed that this caused them to lose opportunities or revenue.

2. 76% of leaders stated that their sales teams don’t use all the tools in their CRM.

3. 47% of sales leaders don’t think their CRM software will help them meet their business goals over the next 3 years.

4. Only 34% of sales leaders believe that their CRM helps them deliver the experience their customers expect.

5. Salesforce had the largest CRM market share in 2021 with 23.8%. SAP, Microsoft, and Oracle have around 5% market share.

6. 20% of companies will let the CEO decide which CRM software to purchase. This is the case for companies with an annual revenue of less than $50 million.

7. 30% of companies will let the IT department decide which CRM software to purchase. This is the case for companies with an annual revenue of over $50 million.

8. 62% said their companies use AI-powered CRM software.

9. 56.55% said they rank CRM as the most valuable software.

10. 48% of surveyed professionals said their CRM software can’t provide the details they need to meet their quota.

11. 43% of professionals said their CRM software is too complex and unintuitive.

12. 570k websites on the internet use at least one sales funnel software tool. The top tools are ClickFunnels (55.8%), OptimizePress (19.9%), Builderall (9.4%), Keap (6.6%), Kajabi (5.9%).

8 Benefits of Using CRM

A CRM increases sales productivity by automating tasks. Sales professionals will talk to customers more consistently and customer satisfaction will improve.

Cloud CRM is growing as salespeople continue to shift to remote work. Here are 8 reasons why you should invest in a CRM for your business.

Better Customer Relationships

crm tickets page for interacting with prospects

Salespeople can personalize interactions with prospects and customers using a CRM. This helps them pitch products and services based on a customer’s background. Sales reps can use a customer’s purchase history to recommend products that complement items they bought before.

CRM software also makes your customer communications consistent. Having centralised data means all teams have access to the same customer data. Your marketing team will know the problems a customer raised with customer service in the past. This allows your teams to adjust their tactics.

Improved Revenue

crm revenue dashboard

Automating and having all the data in a CRM frees up time for salespeople. This increases sales productivity and revenue. You can also use CRM software to create loyalty programs to increase repeat purchases.

Better Marketing Campaigns

developing marketing campaigns in a crm

The best CRM software with email marketing stores customer data that you can use to develop highly targeted marketing campaigns. You’ll see where customers are in the funnel, track their interactions with your business, and automatically send follow-up emails to make sure they buy. Automate your marketing and sales campaigns based on predefined triggers or customer behavior.

Effective Communication

ClickUp crm weekly reporting tool

You’ll have logs of all the conversations because CRM software tracks communication across channels. This makes it easier for sales and service teams because they’ll have all the information to do their job.

Scalability

As your business grows, you need a CRM that can keep up. Some advanced CRM features are customization, sales forecasting, modular features, and advanced database management. Some businesses prefer to manage projects and customer relationships in one platform. Check out the best CRM with project management, if you’re one of those companies.

And as your sales team grows you’ll need to set different user permissions. That way, you can give sales managers access to everything they need. And restrict certain features for salespeople.

If you’re hungry for more stats, check out our collection of landing page statistics and online learning statistics.

Sources

CRM Statistics: Market Size Growth
1. Technavio “SaaS Customer Relationship Management (CRM) Market by End-user, Application, and Geography – Forecast and Analysis 2023-2027” Dec 2022
2, Technavio “SaaS Customer Relationship Management (CRM) Market by End-user, Application, and Geography – Forecast and Analysis 2023-2027” Dec 2022
3. Grand View Research “Customer Relationship Management Market Size, Share, & Trends Analysis Report… 2023 to 2030” 
4. Grand View Research “Customer Relationship Management Market Size, Share, & Trends Analysis Report… 2023 to 2030”
5. Grand View Research “Customer Relationship Management Market Size, Share, & Trends Analysis Report… 2023 to 2030”
6. Apps Run The World “Top 10 Cloud CRM Software Vendors, Market Size and Forecast 2020-2025” April 2021

CRM Adoption Statistics
1. SelectHub “Ultimate CRM Software Market Guide” Nov 2023
2. SelectHub “Ultimate CRM Software Market Guide” Nov 2023
3. SelectHub “Ultimate CRM Software Market Guide” Nov 2023
4. SelectHub “Ultimate CRM Software Market Guide” Nov 2023
5. SelectHub “Ultimate CRM Software Market Guide” Nov 2023
6. Salesforce “State of Marketing — 7th Edition” 2021
7. Aderant “The 2020 Aderant Business of Law and Legal Technology Survey
8. Salesforce “State of Marketing — 6th Edition” 2020
9. Grand View Research “Customer Relationship Management Market Size, Share, & Trends Analysis Report… 2023 to 2030”

Mobile CRM Statistics
1. Future Market Insights “Mobile CRM Market by Enterprise Size, By Vertical, and Region” July 2022 
2. Future Market Insights “Mobile CRM Market by Enterprise Size, By Vertical, and Region” July 2022 
3. Future Market Insights “Mobile CRM Market by Enterprise Size, By Vertical, and Region” July 2022 
4. Future Market Insights “Mobile CRM Market by Enterprise Size, By Vertical, and Region” July 2022 
5. Future Market Insights “Mobile CRM Market by Enterprise Size, By Vertical, and Region” July 2022 
6. Future Market Insights “Mobile CRM Market by Enterprise Size, By Vertical, and Region” July 2022 

CRM Sales Team Statistics
1. Sugar CRM “2021 CRM and Sales Impact Report” 2022
2. Oracle “Getting Past the Breaking Point of Yesterday’s CRM” 
3. Oracle “Getting Past the Breaking Point of Yesterday’s CRM” 
4. Oracle “Getting Past the Breaking Point of Yesterday’s CRM” 
5. Oracle “Getting Past the Breaking Point of Yesterday’s CRM” 
6. Oracle “Getting Past the Breaking Point of Yesterday’s CRM” 
7. Oracle “Getting Past the Breaking Point of Yesterday’s CRM” 
8. Pipedrive “State of Sales 2020 – 2021” 2021
9. Pipedrive “State of Sales 2020 – 2021” 2021
10. LinkedIn “LinkedIn State of Sales Report 2022 — United States and Canada Edition” 2022
11. LinkedIn “LinkedIn State of Sales Report 2022 — United States and Canada Edition” 2022
12. LinkedIn “LinkedIn State of Sales Report 2022 — United States and Canada Edition” 2022
13. LinkedIn “LinkedIn State of Sales Report 2022 — United States and Canada Edition” 2022
14. HubSpot “HubSpot Research Global Sales Enablement Survey” Oct 2020
15. Sugar CRM “2021 CRM and Sales Impact Report” 2022
16. Sugar CRM “2021 CRM and Sales Impact Report” 2022
17. Sugar CRM “2021 CRM and Sales Impact Report” 2022

CRM Automation
1. SelectHub “Ultimate CRM Software Market Guide” Nov 2023
2. ResearchGate “Marketing Automation Report 2021: Lead Generation and Lead Qualification Through Data-Driven Marketing in B2B” Feb 2021
3. ResearchGate “Marketing Automation Report 2021: Lead Generation and Lead Qualification Through Data-Driven Marketing in B2B” Feb 2021
4. ResearchGate “Marketing Automation Report 2021: Lead Generation and Lead Qualification Through Data-Driven Marketing in B2B” Feb 2021
5. ResearchGate “Marketing Automation Report 2021: Lead Generation and Lead Qualification Through Data-Driven Marketing in B2B” Feb 2021
6. HubSpot “HubSpot Research Global Sales Enablement Survey” Oct 2020
7. HubSpot “HubSpot Research Global Sales Enablement Survey” Oct 2020

CRM Software Statistics
1. HubSpot “[New Research] It’s Official — Lots of Salespeople Hate Their CRM” Sept 2020
2. HubSpot “[New Research] It’s Official — Lots of Salespeople Hate Their CRM” Sept 2020
3. HubSpot “[New Research] It’s Official — Lots of Salespeople Hate Their CRM” Sept 2020
4. HubSpot “[New Research] It’s Official — Lots of Salespeople Hate Their CRM” Sept 2020
5. Statista “Leading vendor market revenue share of customer relationship management (CRM) applications market worldwide from 2016 to 2021” June 2022
6. SelectHub “Ultimate CRM Software Market Guide” Nov 2023
7. SelectHub “Ultimate CRM Software Market Guide” Nov 2023
8. Salesforce “Salesforce Economic Impact: Salesforce AI-Powered Cloud Solutions Will Generate $948 Billion in New Revenues for Customers by 2028” Dec 2023
9. T3 Technology Hub “T3/Inside Information Advisor Software Survey” Mar 2021
10. Sugar CRM “2021 CRM and Sales Impact Report” 2022
11. Sugar CRM “2021 CRM and Sales Impact Report” 2022
12. MARKINBLOG “The Most Popular Sales Funnel Software in The World (2021), by Market Share” Sept 2021

About Mor Mester


Mor Mester is the Head of Content Marketing at EmailVendorSelection. He's an email marketing and marketing automation expert with 6+ years of experience. Having tested and reviewed 100+ email marketing, marketing automation, CRM, ecommerce, SMS marketing, email verification, online course, and lead generation tools, he knows a good business software when he sees one.

After work, you can find him riding his bike on some trails.

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