CRM Statistics Worth Knowing

As a business, your customers are your priority, and rightly so.

With the help of automation, taking care of your customers’ needs and serving them is easier than it used to be.

One tool built specifically for that job is Customer Relationship Management software, better known as CRM.

The world of CRM software has evolved fast over the last decade, and as a business owner you’ve almost certainly heard of it, if not already considered one for your own business. CRM solutions keep getting more sophisticated, and it’s worth staying current on what the numbers actually say about how the category is growing and paying off.

What Is CRM Software?

Before the numbers, a quick definition: CRM software manages customer relationships, tracks customer data and interactions, and automates customer-related tasks. It’s a core tool for any business trying to build strong customer relationships and repeat loyalty — through features like customer segmentation, data analysis, tracking, and service automation. Done well, it helps a business identify what customers need faster and respond to it.

CRM Software Statistics

Many businesses weigh whether a CRM is worth the investment. It’s a fair question — adopting one can be a real commitment for a smaller company. Here are a few numbers that help answer it.

The CRM market keeps growing. According to Fortune Business Insights, the global CRM market was valued at $52.64 billion in 2020 and is projected to reach $128.97 billion by 2028. Businesses have kept adopting CRM as a way to stay in touch with customers through channels that don’t depend on in-person contact — a shift that has stuck.

CRM’s average ROI is well above break-even. Nucleus Research found in 2014 that CRM returned $8.71 for every dollar spent. The figure hasn’t been widely re-studied since, though Dynamic Consultants estimated in 2021 that it had risen to around $30.48 per dollar as the tools matured.

Adoption is now the norm, not the exception. Grandview Research puts CRM use at over 91% among companies with 10 or more employees, with CRM analytics as one of the fastest-growing areas of customer experience technology. If your business doesn’t have one yet, most of your competitors probably already do.

Between the market’s continued growth and adoption already at this level, the practical question for most businesses isn’t whether to use a CRM, but which one fits how they actually sell. If cost is the thing holding you back, OneHash CRM’s pricing is a reasonable place to start comparing.

Wrapping Up

CRM software is a core tool for any business trying to build strong customer relationships and repeat loyalty. As the technology keeps advancing, it’s worth staying current on what it costs, what it returns, and how widely it’s used.

If you’re looking for a CRM for your business, OneHash CRM is worth a look — an affordable, SaaS-based solution built to cover sales and marketing needs in one system.