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Top CRM Statistics of 2014

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Customer Relationship Management software (CRM) is pretty ubiquitous nowadays. Even if you don’t use it, people are still nagging you to get on board. (For those of you who don’t have it yet, check this out – maybe it’ll help you make up your mind!)

Success Loading, Progress Bar On Blackboard (sparkle)

I put together a set of the most useful CRM statistics from around the web to give a clearer picture of exactly how ubiquitous CRM really is and what the general consensus is on things like usability and ROI.

1. CRM is expected to grow to a $36.5 billion market worldwide within the next three years! (Source: Forbes) >> Tweet this stat!

2. 43% of customers use fewer than half the features they have on their CRM. (Source: Salesloft)>> Tweet this stat!

3. 72% of users would give up all the extra features just to get a CRM that’s easier to use. (Source: Salesloft)>> Tweet this stat!

Source: Salesloft

Source: Salesloft

4. Only 47% of all companies have CRM software. (Source: Smart Insights)>> Tweet this stat!

5. 24% of companies use SaaS to complement their on-site CRM solutions. (Source: Baseline)>> Tweet this stat!

6. The average ROI for CRM is $5.60 for every dollar spent! (Source: Baseline)>> Tweet this stat!

7. CRM increases sales by up to 29%. (Source: Salesforce)>> Tweet this stat!

Source: Salesforce

Source: Salesforce

8. 25% of Facebook and Twitter users expect a reply to their complaints via social media in less than 1 hour. – CRM can do this. (Source: Media Bistro)>> Tweet this stat!

Source: MediaBistro

Source: MediaBistro

9. 66% of social media users expect a response within a day. (Source: Media Bistro)>> Tweet this stat!

Source: MediaBistro

Source: MediaBistro

10. 79% of all marketing leads are never converted to sales. (Source: Pardot)>> Tweet this stat!

11. 65% of small businesses who use social business tools expect positive ROI on their CRM. (Source: Salesforce)>> Tweet this stat!

12. CRM is the #1 enterprise software in projected growth. (Source: Salesloft)>> Tweet this stat!

9-12-2014 1-39-23 PM

Source: Forbes

Know any other interesting CRM stats? Let us know in the comments below!

Looking for Customer Relationship Management software? Check out Capterra's list of the best Customer Relationship Management software solutions.

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About the Author

Cara Wood

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Cara Wood is a marketing associate at Capterra and a graduate of Mary Washington! When she's not hard at work at Capterra, she can be found horse-back riding, reading and just generally having a good time at life.

Comments

Good post.

[…] businesses — simple CRM software is even more valued. According to software search engine, Capterra, 72% of businesses would give up all the features that some CRMs have, in exchange for one that is […]

This is great post! Lost of interesting facts about CRM’s. Especially liked number #3, I wonder what type of features customers would like to see that would make using a CRM easier.

Thanks Christina! Keep your eyes peeled – we are actually just about to publish a report about CRM user experience, etc. based on a survey we ran, in which we should likely address exactly the question you just asked! 🙂

I’ve been having some issues finding a decent caller ID solution to work with my CRM system until recently, and I figured I’d share some of my experience with anyone who might have run into a similar issue.

[…] sales processes, collecting information and storing that information for valuable usage. CRM can increase your business’s sales by up to 30% and is the the #1 enterprise software in projected […]

[…] quarter of Twitter and Facebook users expect a reply to their complaints via social media within an hour, and two thirds of those users expect a response within a day. 65% […]

From this, one thing seems clear. Service providers who pride themselves on offering everything and making the software a one-stop shop are not really offering much value. Simple and effective software seems the way to go.

Is there a new version of this post? What are the factors that erode ROI during CRM deployments (esp.ly salesforce)?

Vivek – Check out the 2016 stats post here: http://blog.capterra.com/10-surprising-crm-stats-for-2016/

[…] 43% of customer’s use less than half of a CRM’s features. (source) […]

[…] by 42%.  That kind of success would seem to make CRM an obvious choice for small businesses, but less than half of all businesses have a CRM software implemented, 22% of salespeople at those businesses […]

[…] under one umbrella. Within the next few years, best CRM for real estate industry is slated for a $36.5 billion market growth. Such growth has been facilitated due to the changes in the CRM sector which have […]

[…] According to Small Business Trends, 50% of small businesses fail within the first 12 months. There are many reasons for those failures, everything from poor management to weak product/market fit to a lack of sufficient cash flow.  For many, however, the problem is an inadequate response to a growing customer base.  As your business grows, it becomes increasingly difficult to keep track of all your contacts.  That’s what CRM is designed to do.  Consider the following head-turning statistics: […]

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