18 SURPRISING CRM STATISTICS

Forecasts from Gartner anticipate that the

customer relationship management

market will be worth $36.4 billion

worldwide by 2017.

Source

15% of organizations have replaced all or

most of their on-premise customer service

applications with software-as-a-service

solutions, while 24% use SaaS to

complement their existing solutions.

Source

Up to 23.8% of respondents in a survey by

DiscoverOrg are not using any CRM

system.

Source

Between 25 and 60% of CRM projects fail

to meet expectations, according to

studies conducted over the past decade.

Source

As of 2012, companies still had not taken

advantage of 80% of potential benefits

from CRM use. Integration, extension, and

collaboration are the major areas where

ROI improvement can occur.

Source

CRM offers an average return of $5.60 for

every $1 spent.

Source

Overall CRM usage increased in recent

years, from 56% in 2012 to 74% in 2013.

Source

Size matters. 91% of companies with more

than 11 employees use a CRM system,

compared with 50% of companies

employing fewer than 10 people.

Source

In 2012, 36% of consumers had interacted

with companies via social media. In 2011, it

was just 19%.

Source

52% of all marketers found a customer

through Facebook in 2013, while 43%

found a customer through LinkedIn last

year.

SourceSource

37% of B2B buyers ask questions on

social media sites when looking for

answers.

Source

63% of adult cell phone owners use the

device to go online.

Source

56.8% of employees surveyed by Ovum

used their personal technological devices

at work.

Source

Sales reps saw productivity increased by

15% when they had mobile access to CRM

applications.

SourceSource

78% of consumers have bailed on a

transaction or not made an intended

purchase because of a poor service

experience.

Source

Your odds of selling to a new prospect

are only between 5 and 20%, while the

probability of selling to an existing

customer is between 60 and 70%.

Source

73% of companies have no process for re-

engaging and nurturing leads after sales.

Source

30% of marketers say having disparate

data sources is a main reason why they

can’t glean useful insights from customer

data.

Source

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