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18 Surprising CRM Statistics

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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

Published in: Business, Technology
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  • FYI the stat "91% of companies use CRM ... " refers exclusively to B2B marketers, not all companies
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18 Surprising CRM Statistics

  1. 1. 18 SURPRISING CRM STATISTICS
  2. 2. Forecasts from Gartner anticipate that the customer relationship management market will be worth $36.4 billion worldwide by 2017. Source
  3. 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. 4. Up to 23.8% of respondents in a survey by DiscoverOrg are not using any CRM system. Source
  5. 5. Between 25 and 60% of CRM projects fail to meet expectations, according to studies conducted over the past decade. Source
  6. 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. 7. CRM offers an average return of $5.60 for every $1 spent. Source
  8. 8. Overall CRM usage increased in recent years, from 56% in 2012 to 74% in 2013. Source
  9. 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. 10. In 2012, 36% of consumers had interacted with companies via social media. In 2011, it was just 19%. Source
  11. 11. 52% of all marketers found a customer through Facebook in 2013, while 43% found a customer through LinkedIn last year. Source Source
  12. 12. 37% of B2B buyers ask questions on social media sites when looking for answers. Source
  13. 13. 63% of adult cell phone owners use the device to go online. Source
  14. 14. 56.8% of employees surveyed by Ovum used their personal technological devices at work. Source
  15. 15. Sales reps saw productivity increased by 15% when they had mobile access to CRM applications. Source Source
  16. 16. 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. Source
  17. 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. 18. 73% of companies have no process for reengaging and nurturing leads after sales. Source
  19. 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. 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

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