18 CRM Statistics You Need to Know for 2020 (and Beyond)

18 CRM Statistics You Need to Know for 2020 (and Beyond)

Post summary:

  • CRM software is now the biggest software market in the world and the growth isn’t slowing down. In fact, CRM is now expected to reach more than $80 billion in revenues by 2025.
  • One of the key factors behind the growth of CRM is accessibility. Companies want access to customer data in real-time, with mobile and cloud solutions leading the way.
  • From customer service and email marketing to personalization, companies now expect to be able to connect platforms and technologies with customer data, in order to provide a more personalized experience.

The CRM industry continues to grow at a staggering rate, and each year new statistics are reported based on CRM trends.

The reason?

CRM is now at the heart of every growing business.

In 2019, we saw increased use of CRM software on mobile devices.

This was aided by businesses increasingly adopting cloud based CRM solutions, allowing their employees to access the software anywhere they go on the smart device of their choice.

Those who have embraced these technologies have seen a huge improvement in both the adoption of CRM software by their employees and the meeting of sales quotas – And according to Buyer Zone (now acquired by Business.com), 91% of companies with more than 11 employees now use CRM software.

But, which statistics should you pay close attention to?

And moving forward in 2020, what will happen?

Don’t worry, we’ve got you covered.

In this data-driven blog post, we take a look back at some of the most important CRM software statistics released last year, the reasons behind them and the impact it will have on your business in 2020 and beyond.

(We always keep these numbers up to date with the latest research and development within the CRM industry.)

The rise of mobile CRM

Since the very early days of CRM, some businesses have struggled to get employees to adopt and use the software. However, with increasing use and dependence on mobile technology those companies using mobile CRM solutions are seeing far higher adoption rates.

Offering mobile CRM access does not just increase use of the software, but also the productivity of the workforce. Statistics from Forester have shown that 50% of teams improved their productivity by using a mobile CRM.

And it doesn’t stop there. Users of mobile CRM are achieving better results!

A Nucleus Research report finds that for companies using a mobile CRM, 65% are achieving their sales quotas. While only 22% of reps using non-mobile CRM have reached the same targets.

Companies with Mobile CRM achieve sales quotas

Access from multiple devices

This information is filtering down to both businesses and their employees.

The global mobile CRM market will grow 11% to $15 billion worldwide this year as businesses seek to connect with their customers through their mobile devices.

Although the use of CRM on a mobile device is still lower than that from a laptop or desktop, the rising use from mobile devices and tablets means that 81% of users are now accessing their CRM software from multiple devices.

Devices used to access CRM software

Increase in cloud-based CRM Solutions

It’s this increasing need to access their software from multiple devices and locations that has led to the rise of using cloud based CRM solutions.

In 2008, only 12% of businesses used cloud-based CRM – This figure has now increased to 87%!

Increase in cloud-based CRM adoption rates

We have our own data to back these statistics up, too.

For example, only 15% of new customers subscribed to SuperOffice’s cloud CRM in 2010. Today, our cloud CRM is sold to 97% of our customers.

At SuperOffice, we’ve seen cloud CRM usage grow from 15% in 2010 to 97% in 2019

Although first believed to only benefit smaller businesses, SaaS adoption is growing fast amongst the enterprise.

In 2019, spending on software as a service (SaaS) will reach approximately $42 billion and represent 75% of total customer relationship management (CRM) software spend, continuing the rapid decline of on-premises deployments.

But, what does 2020 and beyond have in store?

CRM growth not slowing down

At the end of 2018, Customer Relationship Management (CRM) software revenues overtook database management systems to become the largest of all software markets. And with revenues expected to reach over $80 billion by 2025, it’s no surprise that CRM is the fastest growing software market.

CRM software revenue forecast (millions of U.S. dollars)

So, where do these projections come from?

Nearly 60% of  organizations expect to increase IT spending in 2019. And it remains the same in 2020.

This year on year investment is seen as necessary by most businesses in order to keep up to date with the new and emerging technologies and digital transformation.

And this trend is unlikely to change as companies invest more in CRM to become GDPR compliant.

We can see that CRM software leads this technology investment, with 44% of businesses planning to increase IT budgets in 2020, up from 38% in 2019. This is not just to keep up with their competitors, but also as a result of improving sales.

Where is this additional spend going?

Mostly, on customer-facing products.

 

Increased investment in CRM-related software

Topping the table are the 47% of businesses planning to increase spending on help desk and customer service software.

The investment in customer service software shows the intention of businesses to retain existing clients. By not only improving customer service, but also providing online self-service options.

Personalized marketing

It’s not only customer service software that companies are investing more in.

The largest share of the digital marketers’ wallet in 2020 goes to email marketing. It’s estimated that the U.S. will spend over 350 million dollars on email advertising in 2020, which makes a lot of sense given email’s consistently highly-rated ROI of a $51 return on every $1 spent.

Top digital marketing priorities for 2018

Not only are marketers’ seeing increased revenues, but as the customer experience takes the top spot in marketing priorities, delivering personalized marketing messages through email marketing is a sure fire way to beat the competition and build a brand that consumers trust.

(Not sure how to personalize your email campaigns? Use these B2B email marketing examples to inspire you.)

2020 is the year of the customer (again)

All of these statistics and research point towards 2020 being the year of the customer.

We live in a world where 60% of consumers begin their product research with one or more search engines before heading to a particular website – and they will use mobile devices, laptops and desktops to search for products they are interested in.

In order to engage potential customers across multiple devices in multiple channels, you need data and processes. And with CRM software, you are able to create a 360 degree overview of each person you connect with.

Conclusion

The CRM industry has seen staggering growth in recent years.

And 2019 was no different. Last year we found out that overall CRM usage increased from 56% to 74%.

Broken down this statistic showed that 91% of businesses with over 11 employees now use CRM, compared to 50% of those with 10 employees or less.

This growth was in no part down to how effective its users found it to be. With 74% of them saying that CRM software has improved their access to customer data!

Businesses will continue to increase investments in CRM solutions. Fueled not only by improving results, but also a need to keep up with their competitors and create a great customer experience. This is all expected to turn the CRM sector into a $80 billion industry by the end of 2025.

What should you do?

Well, if your business has yet to adopt CRM – now is the time to invest. And if you can only access your CRM solution through a desktop or laptop, its time to go mobile.

When evaluating your CRM software options, it’s best to give your employees the possibility to work anywhere and on the device of their choosing. The more comfortable they are in accessing the platform, the more likely they are to use it. And the key to CRM success!

Are there any important CRM software statistics we missed in this post?

Let me know by leaving a comment below.

Learn all about how to get started with CRM software by downloading our free 25 page CRM Buyers’ Guide below.

CRM buyers guide 2018

CRM

About Mark Taylor

Mark Taylor

Mark is a guest blogger for SuperOffice. After 3 years working in special needs education, Mark now strives to write simple, effective content. You can connect with Mark on Twitter.

26 Comments

Charles Wattson

about 5 years ago

Nowadays, we all live in mobile world and mobile CRM has raised popularity just bacause of anyone can use mobile crm who needs to interact with customer data. Mobile CRM can be beneficial if you are addressing sales productivity, sales effectiveness, timelier follow-up of leads or improved lead conversion rates. When you choose Mobile CRM you need to consider few things like employee buy-in, ease of deployment, ease of use, security, user experience and advanced feature set. I have read somewhere that companies offering cloud based crm solutions from 2010–2012, rev­enue has increased from $8.7 bil­lion to $16.7 bil­lion.. I agree that the CRM industry has seen astounding growth in recent years and businesses will continue to increase investment in CRM solutions.

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Steven MacDonald

about 5 years ago

Charles, great points and thanks for commenting! I think we're just seeing the tip of the iceberg when it comes to mobile CRM and how effective it can be.

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Patrick

about 5 years ago

CRM software is pretty ubiquitous nowadays. CRM is expected to grow to a $36.5 billion market worldwide within the next three years! CRM leads all enterprise software categories projected growth. Small businesses all over the globe are leveraging the power behind this system!

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Steven MacDonald

about 5 years ago

Well said, Patrik!

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Max Zietz

about 4 years ago

Solid article. WOW..... $27.5 billion CRM Revenue forecast in 2015 yet average adoption rates of less than 50%. That's a 13 billion dollar CRM problem. A 2014 Sales Performance Optimization study by CSO Insights (data from 1200+ companies) states that although CRM investment continues to grow, for the first time they've witnessed a drop in % of salespeople who actively use CRM as part of their daily workflow. Mobile solutions are critical for CRM adoption and compliance especially with "mobile" employees. Dozens of companies have experienced 200%+ adoption rates with their external sales reps utilizing mobile crm solutions, helping companies optimize their CRM investment.

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Steven MacDonald

about 4 years ago

Thanks Max. Glad you liked it! And those are great results!

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Julien Biedermann

about 4 years ago

Hello, [...We can see that 6 years ago only 12% of businesses used cloud based CRM – This figure has now increased to 87%! ...] Is it correct ? What is the source ? Gartner estimated that SaaS- or cloud-based CRM deployments currently represent more than 40 percent of all CRM deployments, and look set to reach 50 percent during 2015. Thanks for your answer

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Steven MacDonald

about 4 years ago

Thanks for the comment, Julien. Here's a link to the source: http://www.softwareadvice.com/buyerview/deployment-preference-report-2014/

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Sarah jason

about 3 years ago

Great information provided in this blog about the CRM statistics. These CRM statistics techniques were really helpful to operate the business

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Sarah Jason

about 3 years ago

Amazing CRM statistics provided in this blog. These CRM statistics helps in developing the business and also gains lot of information to handle the business

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Brent Nauer

about 3 years ago

Great CRM software statistics! I think its obvious management is buying CRM to scour data, but most CRMs don't reward the sales rep by saving them time, helping them qualify deals by defining what their perfect prospect looks like, raise their average sale price by giving them material to defend their asking price or meeting with Power earlier in the sales cycle to close deals faster. The effect is that people skip the burden of entering the data and nothing useful can be concluded.

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Tom Wood

about 3 years ago

Mark, Thank you for sharing your excellent CRM statistics for2017. I have bookmarked your blog post and definitely read every time while integrating any CRM! I follow your blog now and looking forward to reading more about CRM :)

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Jennifer Flaman

about 3 years ago

Any CRM statistics on government usage/ adoption?

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Mark Johnson

about 3 years ago

Hello, Nice Post. Choosing a CRM solution that is functional as well as cost effective can be very challenging especially if you are on the lookout for small business CRM solutions. Thanks for explaining the statistics of CRM software. It will surely be helpful to those who wants to integrate their CRM

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Julia

about 3 years ago

I am looking for CRM statistics for 2017, and I got very good information. Nowadays, it is very effective to use CRM for all type of business industries.

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Frank

about 2 years ago

Regarding "[...We can see that 6 years ago only 12% of businesses used cloud based CRM – This figure has now increased to 87%! ..." from softwareadvice, wondering if the author or anybody else has come across an updated metric similar to this? It is 2017, and I can't find anything similar to this. any updates/suggestions is greatly appreciated

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Steven MacDonald

about 2 years ago

Good question, Frank! Here's an IBM report that shows high end adoption rates at 90% and low end adoption rates at 24%: https://www.ibm.com/developerworks/community/blogs/d27b1c65-986e-4a4f-a491-5e8eb23980be/entry/2017_CRM_Statistics_Show_Why_it_s_a_Powerful_Marketing_Weapon?lang=en

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Sergio Murcio

about 2 years ago

Amazing data on CRM! Thank you.

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Ipsaa Dayton

about 1 year ago

Great Post!! Thanks for sharing this post regarding the advantages of CRM system. I really like this post and waiting for your next post. Keep blogging...

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Danny Miller

about 1 year ago

Nice Post! You have really explained the aspects of CRM very clearly. The statistics are really very useful. As mentioned, a CRM Solution is required to build healthy relationships with customers, which in turn helps your business to grow. Thanks for sharing it. Keep posting!

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iyad

about 1 year ago

very useful statistics, I need statistics from the emergence of CRM to now , where can i found it please?

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Steven MacDonald

about 1 year ago

Hi, thanks for commenting! Here's the source: https://www.grandviewresearch.com/industry-analysis/customer-relationship-management-crm-market

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Michael Marzi

about 1 year ago

Great CRM statistics and information. A very eye-catching article. Nowadays, a CRM Solution is best for many small, medium and large size businesses.

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James Klemm

about 12 months ago

For online businesses the most important factor in the growth of business. There are several ways to boost experience. Liked the article. Impressive and very well explained.

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G Komen

about 8 months ago

I'm confused, the article starts with a statement indicating " ...CRM is now expected to reach more than $80 billion in revenues by 2025." but in the chart, the graph is measured in Millions, not Billions. Which is correct?

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Steven MacDonald

about 8 months ago

I'm sorry for the confusion in the chart. The graph is measured in millions and tops out at 80,000 million - which equals 80 billion. Hope this explanation helps!

Reply

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