18 CRM Statistics You Need to Know for 2017

18 CRM Statistics You Need to Know for 2017

Post summary:

  • The rise of mobile CRM
  • Access from multiple devices
  • Increase in cloud-based CRM Solutions
  • CRM growth not slowing down
  • The year of the customer

The CRM industry continues to grow at a staggering rate, and each year new statistics are reported based on CRM trends.

In 2016, we saw increased use of CRM software on mobile devices.

This was aided by businesses increasingly adopting cloud based CRM solutions, allowing their employees to access the software anywhere they go on the smart device of their choice.

Those who have embraced these technologies have seen a huge improvement in both the adoption of CRM software by their employees and the meeting of sales quotas – And 91% of companies with more than 11 employees now use CRM software.

But, which statistics should you pay close attention to?

And moving forward to 2017 and beyond, what will happen?

Don’t worry, we’ve got you covered.

In this data-driven blog post, we take a look back at some of the most important CRM statistics released last year, the reasons behind them and the impact it will have on your business in 2017 and beyond.

The rise of mobile CRM

Since the very early days of CRM, some businesses have struggled to get employees to adopt and use the software. However, with increasing use and dependence on mobile technology those companies using mobile CRM solutions are seeing far higher adoption rates.

Offering mobile CRM access does not just increase use of the software, but also the productivity of the workforce. Statistics have shown a rise in productivity of around 15%.

And it doesn’t stop there. Users of mobile CRM are achieving better results!

Research by Innoppl Technologies showed that 65% of sales reps who have adopted mobile CRM have achieved their sales quotas. While only 22% of reps using non-mobile CRM have reached the same targets.

Access from multiple devices

This information is filtering down to both businesses and their employees. The chart below shows that 48% of CRM users now access their software from a smartphone, with 45% accessing from a tablet.

CRM software access from multiple devices

Although this figure is still lower than that from a laptop or desktop, this rising use from mobiles and tablets means that 81% of users are now accessing their CRM software from multiple devices.

Increase in cloud-based CRM Solutions

It’s this increasing need to access their software from multiple devices and locations that has led to the rise of using cloud based CRM solutions.

We can see that 6 years ago only 12% of businesses used cloud based CRM – This figure has now increased to 87%!

increase in cloud based crm solutions

For this reason it is thought that cloud based revenue will likely make up almost 50% of the 2014 projected $24 billion CRM sector. But, what does 2016 and beyond have in store?

CRM growth not slowing down

A forecast from Gartner anticipates that the customer relationship management market will be worth $27.5 billion worldwide in 2015. Rising to $37 billion by just 2017.

CRM software industry growth for 2015

But where do these projections come from?

Since 2011 each year around 70% of businesses have stated they plan to increase spending on technology. The figure remained the same in 2014.

This year on year investment is seen necessary by most businesses in order to keep up to date with the fast changing digital technology industry.

This is highlighted by the fact that just 2% of businesses plan to decrease spending this year.

We can see that CRM software leads this technology investment, with 49% of businesses planning to increase spending. This is not just to keep up with their competitors, but also as a result of improving sales.

And in the chart below, we can see a more in depth breakdown of how businesses plan to invest in CRM related technology.

increased spending on customer service software

Topping this table are the 47% of businesses planing to increase spending on help desk and customer service software.

The investment in customer service software shows the intention of businesses to retain existing clients. By not only improving customer service, but also providing online self-help options.

Personalized marketing

It’s not only customer service software that companies are investing more in.

Email marketing spend sees the largest share of the digital marketers’ wallet in 2015 as 60% of surveyed respondents plan to increase their email marketing budget, which makes a lot of sense given email’s consistently highly-rated ROI – $40 return on every $1 spent.

email marketing spend 2015

Not only are marketers’ seeing increased revenues, but as the customer experience takes the top spot in marketing priorities, delivering personalized marketing messages through email marketing is a sure fire way to beat the competition and build a brand that consumers trust.

2016: The year of the customer

All of these statistics and research point towards 2016 being the year of the customer.

We live in a world where 80% of consumers will research your product online before making a purchase, 87% will use their mobile device to shop and will use several channels to interact with your brand.

In order to engage potential customers across multiple devices in multiple channels, you need data. And with CRM software, you are able to create a 360 degree overview of each person you connect with.


The CRM industry has seen staggering growth in recent years. And 2016 was no different. Last year we found out that overall CRM usage increased from 56% to 74%.

Broken down this statistic showed that 91% of businesses with over 11 employees now use CRM, compared to 50% of those with 10 employees or less.

This growth was in no part down to how effective its users found it to be. With 74% of them saying that CRM software has improved their access to customer data.

Businesses will continue to increase investments in CRM solutions. Fueled not only by improving results, but also a need to keep up with their competitors and retain clients. This is all expected to turn the CRM sector from a $24 billion industry in 2014 to a $37 billion one by 2017.

What should you do?

Well, if you are a business who is yet to adopt CRM – now is the time to get it, with half of your competitors already on board. Also, if you only have your CRM solution via a PC or laptop, its time to go mobile.

When evaluating your CRM software options, it’s best to give your employees the possibility to work anywhere and on the device of their choosing.

Are there any important CRM statistics we missed in this post? Let me know by leaving a comment below.

To get started with CRM software, download the free CRM Buyers’ Guide below.

CRM buyers' guide


About Mark Taylor

Mark Taylor

Mark is a guest blogger for SuperOffice. After 3 years working in special needs education, Mark now strives to write simple, effective content. You can connect with Mark on Twitter.


Charles Wattson

about 2 years ago

Nowadays, we all live in mobile world and mobile CRM has raised popularity just bacause of anyone can use mobile crm who needs to interact with customer data. Mobile CRM can be beneficial if you are addressing sales productivity, sales effectiveness, timelier follow-up of leads or improved lead conversion rates. When you choose Mobile CRM you need to consider few things like employee buy-in, ease of deployment, ease of use, security, user experience and advanced feature set. I have read somewhere that companies offering cloud based crm solutions from 2010–2012, rev­enue has increased from $8.7 bil­lion to $16.7 bil­lion.. I agree that the CRM industry has seen astounding growth in recent years and businesses will continue to increase investment in CRM solutions.


Steven MacDonald

about 2 years ago

Charles, great points and thanks for commenting! I think we're just seeing the tip of the iceberg when it comes to mobile CRM and how effective it can be.



about 1 year ago

CRM software is pretty ubiquitous nowadays. CRM is expected to grow to a $36.5 billion market worldwide within the next three years! CRM leads all enterprise software categories projected growth. Small businesses all over the globe are leveraging the power behind this system!


Steven MacDonald

about 1 year ago

Well said, Patrik!


Max Zietz

about 1 year ago

Solid article. WOW..... $27.5 billion CRM Revenue forecast in 2015 yet average adoption rates of less than 50%. That's a 13 billion dollar CRM problem. A 2014 Sales Performance Optimization study by CSO Insights (data from 1200+ companies) states that although CRM investment continues to grow, for the first time they've witnessed a drop in % of salespeople who actively use CRM as part of their daily workflow. Mobile solutions are critical for CRM adoption and compliance especially with "mobile" employees. Dozens of companies have experienced 200%+ adoption rates with their external sales reps utilizing mobile crm solutions, helping companies optimize their CRM investment.


Steven MacDonald

about 1 year ago

Thanks Max. Glad you liked it! And those are great results!


Julien Biedermann

about 11 months ago

Hello, [...We can see that 6 years ago only 12% of businesses used cloud based CRM – This figure has now increased to 87%! ...] Is it correct ? What is the source ? Gartner estimated that SaaS- or cloud-based CRM deployments currently represent more than 40 percent of all CRM deployments, and look set to reach 50 percent during 2015. Thanks for your answer


Steven MacDonald

about 11 months ago

Thanks for the comment, Julien. Here's a link to the source: http://www.softwareadvice.com/buyerview/deployment-preference-report-2014/


Sarah jason

about 5 days ago

Great information provided in this blog about the CRM statistics. These CRM statistics techniques were really helpful to operate the business


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