18 Surprising CRM Statistics

Are you looking for up-to-date facts about the CRM industry, social selling, mobility, sales or marketing? Well you’ve come to the right place. We’ve compiled a list of 18 of the most compelling stats you can use for your presentations, blog posts or arguments about the state of customer experience.

Here are 18 statistics to convince the skeptics of how important it is to use CRM and use it wisely.

Here are 10 of our favorites – with links to Tweet them out:

Forecasts from Gartner anticipate that the customer relationship management market will be worth $36.4 billion worldwide by 2017.
Tweet This Stat!


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.
Tweet This Stat!


Up to 23.8% of respondents in a survey by DiscoverOrg are not using any CRM system.
Tweet This Stat!


Between 25 and 60% of CRM projects fail to meet expectations, according to studies conducted over the past decade.
Tweet This Stat!


CRM offers an average return of $5.60 for every $1 spent.
Tweet This Stat!


Overall CRM usage increased in recent years, from 56% in 2012 to 74% in 2013.
Tweet This Stat!


Size matters. 91% of companies with more than 11 employees use a CRM system, compared with 50% of companies employing fewer than 10 people.
Tweet This Stat!


56.8% of employees surveyed by Ovum used their personal technological devices at work.
Tweet This Stat!


Sales reps saw productivity increased by 15% when they had mobile access to CRM applications.
Tweet This Stat!


30% of marketers say having disparate data sources is a main reason why they can’t glean useful insights from customer data.
Tweet This Stat!

Related Articles

5 Questions to Ask When Evaluating Sales Software

Sales Software

5 Questions to Ask When Evaluating Sales Software

What’s the best, most effective way to evaluate today’s array of sales CRM options? Here are 5 critical questions to ask that will help you avoid unpleasant surprises and narrow down the playing field.

Rachel Serpa

Rachel Serpa

May 5, 2016

5 Reasons Why Your Reps Don’t Want to Use CRM (But Should!)

Sales Management

5 Reasons Why Your Reps Don’t Want to Use CRM (But Should!)

You spent months fighting for the budget to purchase a new CRM, researched dozens of potential solutions, invested time and resources in implementation and rolled it out with a flourish - only to have it rejected by your sales reps.

Rachel Serpa

Rachel Serpa

November 2, 2016

Subscribe to the Baseline Blog

Be the first to hear about product updates, as well as sales, productivity and CRM strategies.