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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.

Source Source
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.

Source Source
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 reengaging 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
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

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18 Surprising CRM Statistics

  • 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