28 Surprising CRM Statistics about Adoption, Features, Benefits and Mobility - Nomalys
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01 Apr 28 Surprising CRM Statistics about Adoption, Features, Benefits and Mobility

Posted at 02:48h in Uncategorized by Nomalys welcome
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You want to implement a CRM in your company? The average ROI for CRM is $8.71 for every dollar spent (Nucleus Research). You are looking for a mobile solution to access your CRM on the go? Productivity increases by 14,6% when sales people have mobile access to their CRM (Nucleus Research). You are not sure you should connect your other data sources to your CRM system? 30% of marketers say having disparate data sources is a main reason why they can’t glean useful insights from customer data (GetBase).

You want to know more? Have a look at our 28 surprising CRM statistics:

General

  • Overall CRM usage increased in recent years, from 56% in 2012 to 74% in 2013 (GetBase).
  • 91% of companies with more than 11 employees use a CRM system, compared with 50% of companies employing fewer than 10 people (GetBase).
  • 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 (Forrester Research).
  • 67% of CRM customers said that finding time to evaluate systems was a major problem (CSO Insights).
  • 65% of an average sales rep’s time is spent doing things apart from selling (Prialto).

Adoption

  • Less than 40% of CRM customers have end-user adoption rates above 90% (CSO Insights).
  • 22% of all reported problems to successful CRM implementation were people-related or linked to user adoption (Forrester Research).
  • 49% of CRM projects fail (Forester Research)
  • 83% of senior executives explained that their biggest challenge was getting their staff to use the software (Really Simple Systems).
  • Less than 37% of sales reps actually use their company’s CRM system (CSO Insights).
  • Between 25% and 60% of CRM projects fail to meet expectations, according to studies conducted over the past decade (GetBase).
  • In 2003, it was estimated that over $1 billion had been spent on software that those companies weren’t even using (JobNimbus).

Features

  • 43% of CRM customers use fewer than half the features they have on their CRM (CSO Insights).
  • Only about 50% of the CRM features paid for by businesses, are actually used (Butler Group).
  • 72% of CRM customers indicated they would trade functionality for ease of use (CSO Insights).
  • 51% of CRM customers cited data synchronization as a major issue (CSO Insights).

Benefits

  • The average ROI for CRM is $8.71 for every dollar spent (Nucleus Research).
  • CRM increases sales (by up to 29%), improves productivity(by up to 34%) and boost forecast accuracy (by 40%) (Salesforce).
  • Per sales person, a CRM can increase revenue by 41% (Trackvia).
  • CRM are known to improve customer retention, by as much as 27% (Trackvia).
  • 79% of all marketing leads are never converted to sales (Pardot).

Mobility

  • 42% of sales people now use mobile devices, however, 4 out of 5 are only using basic productivity apps such as email, and only 1 in 5 companies have tried to apply mobility to their business processes (CSO Insights).
  • 65% of sales reps at companies that have adopted mobile CRM have achieved sales quotas, versus only 22% from companies that have not implemented a mobile strategy which is an increase in 59% in sales performance (Innoppl Technologies).
  • 82% of sales reps who use a mobile CRM solution claim that it had improved the quality of their data (Sotfware Advice).
  • Productivity increases by 14,6% when sales people have mobile access to their CRM (Nucleus Research).
  • Organizations using mobile business apps achieve a 74% increase in customer satisfaction due to faster response to requests and inquiries (Forrester).
  • Organizations using mobile business apps notice a 74% improvement of business process efficiency (Forrester).
  • Organizations using mobile business apps achieve a 62% increase in usage and adoption of CRM applications (Forrester).
  • Organizations using mobile business apps achieve a 77% boost of productivity and efficiency of frontline employees. (Forrester).
  • 56.8% of employees use their personal technological devices at work (Ovum).

Multi Data Sources

  • 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces and multiple business applications (Forrester Research).
  • 30% of marketers say having disparate data sources is a main reason why they can’t glean useful insights from customer data (GetBase).
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