55+ CRM Statistics For Businesses In 2023

CRM Statistics - DemandSage

Customer relationship management (CRM) software is a highly competitive market. It’s one of the most influential technological developments in the last decade. CRM software is currently used by 91% of businesses with more than 10 employees.

Nowadays, everything is consumer-focused, and businesses need a tool to handle high expectations; this is where CRM comes in. Buyers now self-educate, and the entire marketing and sales structure has changed.

There are many significant CRM statistics to be aware of since CRM is crucial to the performance of a business’s sales and marketing teams.

CRM Statistics: 2023 (Top Picks)

These are our top picks for Customer Relationship Management statistics:

CRM Statistics - CRM
  1. The CRM Industry is valued at $65.59 billion as of 2023.
  2. The CRM Market is set to grow at a CAGR of 13.9%. from 2023 to 2030
  3. The revenue of CRM software is forecasted to reach $79.16 billion by the end of 2023.
  4. It is projected that the spending for every employee in the CRM Software segment will be $22.74 in 2023.
  5. The average ROI for customer relationship management is $8.71 for every dollar spent.
  6. Customer relationship management can improve sales by 29%.
  7. 91% of companies with over 10 employees are using CRM.
  8. 40% of companies around the globe are not using customer relationship management at all.
  9. CRM can increase conversion rates by up to 300%.
  10. ‘Ease of use’ is the top most feature that professionals look for in CRM software.

General CRM Statistics.

  1.  It takes around 1 year (13 months) to get a return on investment on a CRM strategy.
  2. CRM is used 52% of the time to bridge the gap between sales professionals in the organization.
  3. 43% of businesses are using spreadsheets to track customer data as of 2023.
  4. Companies usually invest in a CRM program within 5 years of inception.
  5. 49% of businesses say that improving their customer relationship management is the top sales priority in 2023.
  6. The average return on investment for customer relationship management is $8.71 for every dollar spent.

Note: This figure is from a 2014 study; further studies have not been carried out on this topic. It is estimated that this number may have grown to around $30.

  1. The availability of data shortens the sales cycle by 8-14% for salespeople.
  2. 80% of businesses claimed to have changed their customer support technology in 2020.

Sources: Dynamic Consultant Group, Super Office, Capterra, Nucleus Research, salesforce, Statista.

CRM and Customer Experience Statistics.

  1. 68% of businesses are saying that they competing for better customer experience above anything else.
  2. Zendesk found out that 64% of customers want a consistent experience across various platforms.
  3. Customer experience is the top KPI category for the majority of customers.
  4. 92% of companies believe that adopting CRM technology is crucial to achieving their goal of ‘customer centricity.’
  5. 47% of firms using CRM say that it has a very massive impact on their customer satisfaction rate.
  6. 68% of customers say that it is important that businesses are familiar with their service history.
  7. 73% of customers are likely to switch to different brands if they don’t receive proper customer service.
  8. CRM is important for building customer loyalty. A Zendesk study shows that 53% of loyal customers will go out of their way to purchase from their favorite brand, even if it means spending more.

Sources: Zendesk, Salesforce, Capterra, Findstack.

CRM Software Statistics

  1. Revenue in the CRM Software segment is forecasted to reach $79.16 billion in 2023.
  2. It is projected that the spending for every employee in the CRM Software segment will be $22.74 in 2023.
  3. Salesforce.com has the highest revenue share among all the CRM software lenders globally.

Here is a table showing the leading CRM software in terms of revenue share:

CRM Software VendorMarket Share
  1. Globally, the revenue from the CRM Software market is expected to reach over $48 billion by 2023.

Here is a table showing CRM software market revenue globally from 2015:

YearMarket Revenue
201524,004 million
201624,284 million
201727,161 million
201834,996 million
201942,707 million
202045,671 million
202146,447 million
202247,237 million
  1. The United States will generate the most ($39,40 million) revenue from CRM software globally in 2023
  2. Global spending on enterprise software is expected to amount to $686 billion in 2023, and Gartner says that CRM software will be the largest area of spending.
  3. Contact management is the most requested feature in CRM software. Tracking interactions and Scheduling make up to the top 3.

Here is the list of most asked features in CRM Software:

FeatureShare of Respondents
Contact Management94%
Track Interaction88%
Pipeline Monitoring26%
Sales Automation22%
Central Database20%
Email Marketing20%
Third-Party Integration16%
Lead Generation9%
  1. Customer relationship management can improve sales by 29% and at the same time improve the accuracy of sales forecasting by 32% and sales productivity by nearly 40%.

CRM Adoption Statistics

  1. LinkedIn state of sales report reveals that 64% of businesses on the platform say that CRM technology is very impactful.
  2. 54% of respondents in a Kimble survey said that they utilize commercial software for business intelligence.
  3.  The average operation cost for businesses increased by 56% when they used multiple providers.
  4. CRM Adoption around the world:
Region of WorldRate of CRM Adoption
Asia Pacific75.9%
  1. 75% of decision-makers in a zendesk review said that they are embracing more technology in their business activities.

Sources: Kimble, IBM, Zendesk, Statista, Finances Online.

Social CRM Statistics

  1. There are 4.7 billion social media users in the world as of 2023.
  2. 25% of customers connect with companies through social media, which will likely lead to more advanced social CRM systems in the future.
  3. Facebook is the most popular social media platform with 2.9 billion monthly active users.
  4. East Asian region has the most social media users as of 2023.
  5. Social media is accessed by 4.47 billion people via their smartphones.
  6. 60% of companies claimed that installing CRM software for their social media has benefited their business.
  7. Firms that rely on Customer relationship management have revealed that their productivity increased by 14.6% after the installation of mobile CRM.
  8. More than half of people interact with brands on their social media handles. This makes social CRM very crucial.

Sources: Statista, WP Beginners, Nucleus research, finances online, demandsage.

Related Reads:

Trends and Future of CRM in 2023

  1. The CRM Market is set to grow at a CAGR of 13.9% from 2023. At this growth rate, the revenue is forecasted to reach at $163.16 billion by 2030.
  2. Cloud CRM will be on the rise in 2023.
  3. Tailored content based on a customer’s past data is currently one of the most preferred forms of customer experience.
  4. The increasing demand for digital communication channels is predicted to impact Customer Relationship management significantly.
  5. Nearly 80% of marketing executives think that using Customer Relationship Management technology will go beyond sales and customer service in the times to come.
  6. Customer experience is among the top priorities for 65% of marketing executives in the next five years.
  7. 79% of companies are likely to use AI-powered automation for customer service.
  8. More than 80% of clients will begin their journeys through digital channels rather than face-to-face interactions. So you better brace yourself for a CRM revolution!

Sources: Forbes, Statista, Salesforce, CXtoday, crm.org, Hubspot.

Related Read:

Conclusion: CRM Statistics (2023)

This was my take on facts and figures related to customer relationship management. Customers are the kings of the market, which means that if you still don’t have a CRM in place by 2023, you’ll be behind the times. A company’s investment in a CRM tool shows that it cares about keeping customers, boosting productivity, and enhancing customer experience and support. It’s time to equip your staff and clients with solutions that will give you an advantage over your competitors.

Make use of these CRM statistics to gain a competitive advantage today!

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