75 Basic CRM Software Statistics: 2024 Data Analysis & Market Share

Figures in the CRM software statistics are quite positive, with global revenues from the customer relationship management (CRM) software market expected to reach over $40 billion by 2023. (Bruckenstein & Veres, 2021) This growth does not come as a surprise as users recognized the improvement of customer experience as vital to their digital transformation efforts, (Flexera, 2020) not to mention sales success.

In making effective management decisions involving your customer relations and the use of CRM systems, it is vital to stay updated on the latest information about the industry. We have here a list of CRM software statistics that you can use to underpin your business decisions in 2022.

CRM Market Statistics
CRM Adoption Statistics
Mobile and Social CRM Statistics
CRM Software Future Trends

CRM Market Statistics

CRM software gives you an opportunity to reach the “community benefit” phase where your CRM strategy and technology becomes an enterprise-wide objective, allowing every department to collaborate effectively. That is if you invest in the tools that meet your business need. Understanding CRM trends allows you to decide what’s the best CRM system for your business.

Most Valuable Software in 2021 Worldwide

According to Financial Planning and Investment Advisory Companies

CRM

Financial planning

Portfolio management

Trading/rebalancing

Investment analytics

Risk tolerance

Document management

Sources: Morningstar; Various sources (T3 Techonology Hub, Orion Advisor Services)

Worldwide CRM Market Statistics

As the cliche goes, tech is the way of the future. While marketing revenue only grew 9.5%, digital commerce revenue expanded by 17.1%. (Poulter et al., 2021) At the same time, global IT spending is expected to total $4.5 trillion in 2022. That is a 5.5% rise from 2021.

Nevertheless, it is quite risky simply to speculate when it comes to investing in CRM enterprise solutions. As such, considering how the world trends are behaving may somehow back decisions that you must make for your business.

The 2017-2022 Compound Annual Growth Rate (CAGR) for the analytics and business intelligence segment is expected to reach 3.3%. (Pang, 2016)
Microsoft took the lead as a cloud vendor in 2021 with a revenue of $19.5 billion. (Cloud Wars, 2021)
The estimated worth of software as a service (SaaS) market in 2021 was approximately $145.5 billion. (Gartner, 2021)
Enterprise software’s worldwide revenue amounted to over $200 billion in 2020. The market slowed down due to the coronavirus (COVID-19) outbreak but was expected to recover in 2021. (Software – Worldwide, n.d.)
Enterprise software’s projected market volume was $227.67 billion in 2021. (Software – Worldwide, n.d.)
Software Enterprise revenue is expected to grow 7.12% annually to reach a market volume of about $824.84 billion by 2026. (Software – Worldwide, n.d.)
In another report, the enterprise applications global market revenue grew 4.1% year over year in 2020, reaching $241 billion. (IDC, 2021b)
The enterprise applications market is expected to grow rapidly to $334 billion in 2025. (IDC, 2021b)
The contact center software market was worth $15.63 billion in 2017, and by 2023, it is expected to be at $35.32 billion. (MarketsandMarkets, 2021)
At a CAGR of 20.9% during the forecast period, the market size of the global contact center software is projected to grow from $24.1 billion to $75.5 billion from 2020 to 2026. (MarketsandMarkets, 2021)
In 2021, the CRM market’s turnover was expected to reach approximately $13.1 billion. (Statista – Technology Market Outlook, 2021)
In the same year, the software market revenue, including business productivity software, business software, and security software, was expected to reach approximately $507.2 billion. (Statista – Technology Market Outlook, 2021)
Revenue from the CRM market reached $69 billion in 2020; that is a 12.6% growth. (Poulter et al., 2021)
Business software market revenue, including sub-segments ERP and CRM, was expected to reach $95.4 billion in 2021. (Statista – Technology Market Outlook, 2021)
Specifically, the global ERP segment’s market revenue was expected to amount to about $43.35 billion, while the CRM segment was projected to reach $52.04 billion (Statista – Technology Market Outlook, 2021)
In another report, global CRM software market growth is predicted to reach $43.5 billion by 2024. (Pang et al., 2021)
In 2021, Redtail had 61.86% of the CRM program market share with an 8.10 rating (Bruckenstein & Veres, 2021)
57% of advisory firms worldwide perceived CRM software as the most important program in 2021. (Bruckenstein & Veres, 2021)
In the CRM software segment, the average spend per employee is projected to reach $18.82 billion in 2021. (Customer Relationship Management Software – Worldwide, n.d.)
In 2021, Visma was the leading SaaS CRM, with $2.2 billion in revenue. (Latka, 2021)
The top 3 market share positions remain to be occupied by Salesforce, SAP, and Oracle. (Poulter et al., 2021)
In 2020, Salesforce was the leading vendor in the CRM applications market with a market share of 19.5%. (Gantz & Webber, 2021)
In 2021, Salesforce generated over $4 billion in net income, the highest it had since 2019 when its net income amounted to $1.11 billion USD. (Goldstein & Barnes, 2021)
Salesforce’s operating income reached $455 million, an increase of more than $150 million from 2020. (Goldstein & Barnes, 2021)
Also in 2021, Salesforce spent $3.6 billion on R&D. This expense grew rapidly from almost $3 billion in 2015. (Goldstein & Barnes, 2021)
Salesforce spent $9.67 billion on marketing and sales, growing rapidly from almost $7 billion in 2015. (Goldstein & Barnes, 2021)

US CRM Market Statistics

Consistent with the expected global increase in the contact center software market size and the CRM segment’s software market revenue is that of the US.

Most enterprise software revenue will be generated in the US with $292.23 billion in 2021. (Software – Worldwide, n.d.)
The contact center software market size is forecast to grow to about $9.1 billion in 2025. (Liu, 2018)
The software market revenue in 2021 was projected to be $205.3 billion. The category covers the business software, business productivity software, and security software segments. (Statista – Technology Market Outlook, 2021)
The business software market in 2021 was expected to amount to about $38.6 billion, including sub-segments ERP and CRM. (Statista – Technology Market Outlook, 2021)
Specifically, the ERP segment’s market revenue was expected to reach about $17.5 billion, while the CRM segment’s projected at $21.06 billion (Statista – Technology Market Outlook, 2021)

CRM Market Statistics in Other Regions

Just the same, CRM software’s market performance has been drawing significant figures thus far in other regions of the world, and a rise in its market revenue is also expected.

Salesforce’s Chinese CRM software market share reached 9% in the first half of 2020—larger than its major rivals. Nevertheless, around 80% of the market was occupied by those shares of under 1.4%. (Qian, 2021)
At present, CRM is the most mature in the entire EA SaaS market in China, with a 59% market share. (Qian, 2021)
The penetration rate of cloud collaboration SaaS in China was 76% in 2020, the highest among the leading SaaS segments in the country. (iNEWS, 2021)
In 2019, the value of the CRM outsourcing market in France reached approximately $3.39 billion (January 2022 conversion), increasing by 6.1% from the previous year. (SP2C, 2020)
In Europe in 2021, the software market revenue, including business productivity software, business software, and security software, was projected to amount to about $127.4 billion. (Statista – Technology Market Outlook, 2021)
Also in Europe in the same year, the business software market, including sub-segments ERP and CRM, was expected to reach about $23.95 billion. (Statista – Technology Market Outlook, 2021)
Specifically, revenue in the ERP segment is projected to reach about $10.9 billion, while that of the CRM segment is expected to amount to $13.7.
In 2021, the CRM software market revenue in Germany was projected to reach approximately $2,394.1m. (Statista – Technology Market Outlook, 2021)
In the same year in Switzerland, the CRM software market revenue in 2021 was expected to amount to approximately $583.1 million. (Statista – Technology Market Outlook, 2021)

Source: Statista - Technology Market Outlook

CRM Adoption Statistics

So far, some organizations integrate business intelligence with CRM for the best outcomes. However, if you do not design your analytics correctly, you’ll gather stuff you already know, thus not helping your business. Nevertheless, the adoption of these tools has so far proved beneficial to a significant number of organizations.

Survey respondents from North America and Europe in 2021 anticipate that, in 2022, an average of 12% of their company’s IT budget will be allocated to both productivity software and industry-specific applications. (Spiceworks, 2021)
In 2020, end-user organizations spent approximately $1,500 annually for a single unified communications provider. (Lazar, 2021)
Using multiple providers increased annual operational costs by 56%. (Lazar, 2021)
Single provider solutions combined collaborative tools, instant messaging, integrated calling, security management and control, business intelligence, and enterprise apps. (Lazar, 2021)
54% of survey respondents in the US said they used a commercial application for business intelligence. (Kimble, 2021)
44.4% of survey respondents providing management consulting services said they used a commercial application for business intelligence. (Kimble, 2021)
43.7% declared using commercial applications for business intelligence instead of homegrown solutions. (Kimble, 2021)
In another report, 45% of survey respondents in 2021 said they used microservices in data analytics/business intelligence applications. (IBM, 2021)
In a survey carried out in 2020 among marketers with global responsibility for media and programmatic, 43% said they used a customer data platform (CDP) with agency license and execution; 24% claimed not to have used a CDP at all. (Campaign Asia, 2020)
55% of the US respondents indicated managing Salesforce or other CRM applications in 2021. Other applications frequently managed are Gmail, Outlook, Teams, Slack, or other collaboration apps. (Workato, 2021)
The largest segments of Oracle NetSuite CRM customers are in the United States (82.4%), followed by the United Kingdom (8.2%). (Apps Run The World, 2021b)
31.1% of NetSuite’s customers come from the professional services industry. (Apps Run The World, 2021b)
In 2021, about 62% of Salesforce CRM customers are in the US, including Walmart Inc., UnitedHealth Group Incorporated, and McKesson Corporation. (Apps Run The World, 2021a)
30% of Salesforce CRM customers are from the professional services industry. (Apps Run The World, 2021a)
A 2020 survey of legal professionals revealed that DMS had the most positive impact on their work, followed by ERP. CRM had 36% minor impact, 33% moderate impact, $13 major impact, and 18% no impact. (Aderant, 2021)
CRM adoption in the Asia Pacific is 75.9%, 85.7% in Europe, and 83.6% in America. (Kimble, 2021)
A survey revealed that 43% of the RIAs considered investing in performance reporting and CRM tools. (TD Ameritrade, 2021)
In 2019, almost 60% of enterprises in France with 250 employees or more used CRM software. (Insee, 2019)

Mobile and Social CRM Statistics

Globally, internet consumers are migrating from desktop computers to mobile devices. People use mobile internet for 3 hours and 37 minutes on average. (Kemp, 2021) the average time people spent on social media is 2 hours 27 minutes. (Kemp, 2021) The recent trends in mobile and social CRM trends could guide you in designing or redesigning your business model.

Search engine or web portals, chat and messaging platforms, and social networks are the most used websites and apps. (Kemp, 2021)
People use social media to fill up their spare time, read news stories, and stay in touch with friends and family. (Kemp, 2021)
Whatsapp, Facebook, and Youtube are the most used social media platforms. (Kemp, 2021)
The favorite social media platforms are Instagram, Whatsapp, and Facebook, not including preferences in China. (Kemp, 2021)
People follow social media accounts of individuals they know like friends and family, of performers like actors and comedians, and entertainment, memes, and parody accounts. (Kemp, 2021)
The Philippines is where most users (51.7% of users) follow influencers. Brazil and Colombia come 2nd and 3rd. (Kemp, 2021)
72.0% of global internet users aged 16-64 use social media for researching brands and the highest is in Kenya (85.5%) (Kemp, 2021)
67.1% of the global population are unique mobile phone users; that is 5.29 billion people. (Kemp, 2021)
Excluding social media platform users, there are 4.88 billion internet users. That’s 61.8%. (Kemp, 2021)
There are 4.55 billion (57.6%) active social media users. (Kemp, 2021)
85% of global marketing professionals in a 2021 HubSpot Blog poll ranked short-form video format as the most effective social media content type in 2021. (Needle, 2021)
tawk.to had a market share of 21.39% in the global live chats software industry in 2021. Facebook Customer Chat Plugin (13.66%) and Zendesk Chat (11.28%) are also noteworthy in the market. (Liu, 2021)
The CPaaS, the global communications platform as a service, is projected to reach $21.7 billion in 2025. (Munroe & Mahale, 2021)
Of the companies surveyed, almost 60% claimed their productivity benefited from a bot’s installation. Nearly 30% said to have saved time. (DYDU, 2018)
Mobile business app users experienced an 87% sales improvement, a 74% customer satisfaction increase, and a 73% business process efficiency improvement. (Lund, 2020)
65% of CRM sales reps that use mobiles reach their sales target. Only 22% of non-mobile using CRM reps do the same. (MacDonald, 2021)
As of August 2021, Intercom had a 45% integration reach, making it the most popular mobile CRM SDK. Zendesk ranked second with a 6% integration. (42matters, 2022)

Impact of Mobile CRM on Sales Productivity

Source: ActiveCampaign

CRM Software Future Trends

The future of CRM software is closely tied to emerging technologies, particularly in areas like artificial intelligence (AI) and cloud computing. These advancements promise to revolutionize customer relationship management, enhancing efficiency and providing deeper insights. Here are the key trends to expect in the near future:

AI-Powered Automation: CRM systems are increasingly integrating AI to automate customer interactions. AI-driven chatbots and virtual assistants will handle basic inquiries, enabling 24/7 customer support and freeing human agents for complex tasks. Predictive analytics will also be a game-changer, allowing businesses to forecast customer needs and take proactive steps to improve satisfaction.
Integration of Sales, Marketing, and Customer Service: Future CRM platforms will likely combine various business functions, including sales, marketing, and customer service, into a single, unified tool. This integration will foster cross-departmental collaboration, improve workflows, and offer a comprehensive view of each customer’s journey.
Cloud-Based Solutions: Cloud-based CRMs will continue to rise in popularity due to their scalability, flexibility, and remote accessibility. Businesses will increasingly rely on these platforms for easy upgrades and integration with other technologies, making implementing the latest AI features simpler.
Hyper-Personalization: As CRM systems gather more data, they will enable hyper-personalized customer interactions, tailoring messages and offers based on customer behavior, preferences, and past interactions.

These trends illustrate how CRM software will evolve into more intelligent, integrated, and customer-centric solutions, driving business growth and enhancing customer relationships.

Empowering Your Business with CRM Statistics

The digital age is rapidly changing what people demand from businesses. CRM software is making businesses keep up with the changes and stay competitive. As such, the CRM market has come far as can be seen from previous CRM market trends. It began as a way to store consumer data and has evolved into an end-to-end solution.

Like any other business decisions that require underpinning of facts and figures, deciding on what CRM system to use and how to use it to propel your business requires knowledge of trends. Thus, taking note of CRM software statistics helps you back your business decisions, leading you toward effective management.

Key Insights

Market Growth: The CRM software market is expected to reach over $40 billion by 2023, driven by the increasing importance of customer experience in digital transformation and sales success.
Dominant Players: Salesforce remains the leading CRM vendor with a 19.5% market share, followed by SAP and Oracle. Salesforce generated over $4 billion in net income in 2021.
Revenue Projections: Enterprise software revenue is projected to grow 7.12% annually, reaching approximately $824.84 billion by 2026. The CRM segment alone is expected to reach $52.04 billion in revenue in 2021.
Adoption Rates: CRM adoption rates are high, with 85.7% in Europe, 83.6% in America, and 75.9% in the Asia Pacific. Notably, 57% of advisory firms worldwide consider CRM software the most important program in their operations.
Mobile CRM Impact: Mobile CRM significantly boosts productivity, with 65% of CRM sales reps using mobile solutions achieving their sales targets, compared to only 22% of non-mobile users.
Social CRM: Social media integration is crucial, with 72% of global internet users using social media to research brands. The Philippines has the highest percentage of users following influencers (51.7%).
Software as a Service (SaaS): The SaaS market is robust, valued at approximately $145.5 billion in 2021, with Microsoft leading the cloud vendor market with $19.5 billion in revenue.

FAQ

1. What is CRM software?

CRM (Customer Relationship Management) software helps businesses manage and analyze customer interactions and data throughout the customer lifecycle, aiming to improve customer service, drive sales growth, and enhance customer retention.

2. Why is the CRM software market growing rapidly?

The CRM software market is growing due to the increasing importance of customer experience in digital transformation efforts, the need for businesses to improve customer service, and the rising adoption of mobile and social CRM solutions.

3. Who are the leading vendors in the CRM market?

Salesforce is the leading CRM vendor with a 19.5% market share, followed by SAP and Oracle. Other notable players include Microsoft, HubSpot, and Freshsales.

4. How does mobile CRM impact sales productivity?

Mobile CRM significantly improves sales productivity. According to research, 65% of CRM sales reps using mobile solutions reach their sales targets, compared to only 22% of non-mobile users.

5. What are the key benefits of using CRM software?

Key benefits of using CRM software include improved customer service, increased sales, better customer retention, detailed analytics, efficient communication, and automation of routine tasks.

6. How does social CRM help businesses?

Social CRM helps businesses by integrating social media platforms with CRM systems, allowing companies to engage with customers on social media, track brand mentions, gather customer feedback, and leverage social data for better customer insights.

7. What is the expected revenue growth for the CRM market?

The CRM market revenue is expected to grow significantly, reaching over $43.5 billion by 2024 and contributing to the overall enterprise software revenue projected to grow to approximately $824.84 billion by 2026.

8. How do CRM adoption rates vary across regions?

CRM adoption rates are high across regions, with 85.7% in Europe, 83.6% in America, and 75.9% in the Asia Pacific. The high adoption rates reflect the growing importance of CRM systems in various industries worldwide.

9. What is the significance of SaaS in the CRM market?

SaaS (Software as a Service) plays a significant role in the CRM market by providing scalable, cost-effective, and accessible CRM solutions. The SaaS market was valued at approximately $145.5 billion in 2021, with continued growth expected.

10. How does CRM software contribute to digital transformation?

CRM software contributes to digital transformation by enabling businesses to manage customer relationships more effectively, automate processes, gain insights from customer data, and enhance overall customer experience, thereby driving business growth and competitiveness.

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By Nestor Gilbert

Nestor Gilbert is a senior B2B and SaaS analyst and a core contributor at FinancesOnline for over 5 years. With his experience in software development and extensive knowledge of SaaS management, he writes mostly about emerging B2B technologies and their impact on the current business landscape. However, he also provides in-depth reviews on a wide range of software solutions to help businesses find suitable options for them. Through his work, he aims to help companies develop a more tech-forward approach to their operations and overcome their SaaS-related challenges.