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Sales, CRM Software and Coffee: 10 Surprising CRM Stats to Know for 2016

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In 2016, CRM will mean the difference between keeping and losing your customers.

People are coming into a sale more informed than ever before. They’ve searched for what they want to buy online; are most likely going to buy it from their phone or tablet; and expect to have great customer service if something goes wrong.

Sir Henry Ford remarked; “A business absolutely devoted to Customer Service Excellence will have only one worry about profits. They will be embarrassingly large.”

Your company might have a firm handle on customer relationship management, but using the right CRM software can always make it better.

CRM stats 2016

Don’t believe me?

Consider a cup of coffee. Chances are, you’ve made one in the last year. But have you ever had your coffee company call you? Nespresso does with the help of CRM software to nurture their customer relationships.

Two days after investing in my Nespresso machine, I received a call from a customer relations representative.

To say I strongly dislike sales calls is an understatement, but I admit I was intrigued that my coffee company had called me. I prepared to fiercely articulate my standard “[please] remove me from your call list” reply. You can imagine my surprise when they asked if I liked my machine and let me know they were there to help if I had any questions. That was all.

They didn’t try to sell me anything, didn’t hold me on the phone… but they let me know they cared about me as a customer.

Wow. A 30-second nurture call led to me sipping my vanilla latte with a smile on my face.

Why is this important?

Because my previously “King” Keurig has sat unplugged since that day, completely unused.  Not because the coffee was bad, but simply because I feel my Nespresso machine cares about me more. The CRM-aided customer experience was sweet enough that I went back and bought a second machine for my parents.

Statistically speaking… CRM Software (and the Customer) are King in 2016

I don’t mean to spill the beans before you see the CRM stats, but even looking beyond my coffee slugging compulsion, most industries can see heightened sales by adopting CRM software in 2016. Implementing a CRM software solution doesn’t need to be expensive or difficult, there are several inexpensive CRM solutions that allow you to leverage customer data for your sales efforts.

1. The CRM market is predicted to be a $36 billion market by 2017. (Source: Gartner>>Tweet This!


Source: Forbes Tech

2. 65% of businesses adopt a CRM within their first 5 years. (Source: Capterra’s CRM Infographic)>>Tweet This!

3. 53% of top-performing companies are investing in CRM to drive sales productivity.(Source: Brainshark’s Anne Lambert and Forbes Insights)>>Tweet This!

Source: BrainShark Infographic Sales Enablement Technology: How Should You Invest?

Source: BrainShark Infographic Sales Enablement Technology: How Should You Invest?

4. 80% of marketing automation users saw their number of leads increase, and 77% saw the number of conversions increase. (Source: VB Insight)>>Tweet This!

5. A Nucleus Research Study found “an average productivity gain of 14.6% from mobile capabilities and 11.8% from social.” (Source: Insightly)>>Tweet This!

6. 47% of polled CRM users said customer satisfaction was significantly impacted by their CRM in 2015 (Source: Capterra’s CRM Infographic)>>Tweet This!

CRM capture

7. Despite the growth of Social CRM people still want more, and the most desired CRM features were social media monitoring capabilities (25%) and the ability to pull in prospect information from social media (24%). (Source: Capterra’s CRM Industry Report)>>Tweet This!

8. In 2014, 74% of CRM users said their CRM system offered improved access to customer data. It hasn’t changed. (Source: RingLead)>>Tweet This!

9. 33% of CRM users use Salesforce according survey data from 2015. (Source: Capterra’s CRM Industry Report)>>Tweet This!


10. 74% of polled respondents to a CRM user survey indicated that their CRM software allowed them to have greater access to customer data. (Source: BuyerZone)>>Tweet This!


Say what you will, but the stats indicate that the right CRM software matched with the right user can have wonderfully robust marketing and sales results.

What do you think? Is CRM the way to go in 2016? I look forward to reading your 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

Tirena Schue

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Tirena is a Marketing Associate at Capterra with a background in both the pharmaceutical and legal industries. When she isn't working at Capterra, she enjoys fencing, fiddling with one of her antique microscopes, and playing her piano.


Hi Jen, I’m so glad you enjoyed the post. Did you try any other CRM software before finding your match in SUTICRM? Perhaps one of these: Top CRM Software

I like this article. I think CRM software buyers need to be careful to distinguish between CRM as a concept and CRM as a software. CRM software often just records the fact you purchased something, it records that you received a call, it records you said the machine is working. The key to driving revenue from knowing your customer are systems of action that augment systems of record to make your business sustainable and scalable. So I agree that CRM software is critical, but I believe CRM buyers should think about their entire sales, customer engagement and feedback processes, and what capability they need to add on to core CRM, to create a system of action. Ultimately, what companies know about me, is not as important as how they interact with me #CX

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