Businesses live and die by the numbers, so you want to see some hard facts when making decisions about whether to adopt a CRM and what features to select. Here are 18 statistics to convince the skeptics of how important it is to use CRM and use it wisely. For more information, visit http://www.getbase.com

1. 18 SURPRISING CRM STATISTICS

2. Forecasts from Gartner anticipate that the
customer relationship management
market will be worth $36.4 billion
worldwide by 2017.
Source

3. 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

4. Up to 23.8% of respondents in a survey by
DiscoverOrg are not using any CRM
system.
Source

5. Between 25 and 60% of CRM projects fail
to meet expectations, according to
studies conducted over the past decade.
Source

6. 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

7. CRM offers an average return of $5.60 for
every $1 spent.
Source

8. Overall CRM usage increased in recent
years, from 56% in 2012 to 74% in 2013.
Source

9. 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

10. In 2012, 36% of consumers had interacted
with companies via social media. In 2011, it
was just 19%.
Source

11. 52% of all marketers found a customer
through Facebook in 2013, while 43%
found a customer through LinkedIn last
year.
Source Source

12. 37% of B2B buyers ask questions on
social media sites when looking for
answers.
Source

13. 63% of adult cell phone owners use the
device to go online.
Source

14. 56.8% of employees surveyed by Ovum
used their personal technological devices
at work.
Source

15. Sales reps saw productivity increased by
15% when they had mobile access to CRM
applications.
Source Source

16. 78% of consumers have bailed on a
transaction or not made an intended
purchase because of a poor service
experience.
Source

17. 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

18. 73% of companies have no process for reengaging and nurturing leads after sales.
Source

19. 30% of marketers say having disparate
data sources is a main reason why they
can’t glean useful insights from customer
data.
Source

20. Forget everything you know and imagine the post-PC CRM.
Available on web, Android, iOS and Windows devices
Base is the only CRM built for people and the first post-PC CRM where your
mobile CRM experience is just as important as your web CRM experience.
Base is used by tens of thousands of businesses to manage sales and
customer relationships. Our mission is to make you and your team 10x more
productive.
Try Base Free