18 Surprising CRM Statistics
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17-Oct-2014 -
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Transcript of 18 Surprising CRM Statistics
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18 SURPRISING CRM STATISTICS
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Forecasts from Gartner anticipate that the
customer relationship management
market will be worth $36.4 billion
worldwide by 2017.
Source
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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
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Up to 23.8% of respondents in a survey by
DiscoverOrg are not using any CRM
system.
Source
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Between 25 and 60% of CRM projects fail
to meet expectations, according to
studies conducted over the past decade.
Source
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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
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CRM offers an average return of $5.60 for
every $1 spent.
Source
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Overall CRM usage increased in recent
years, from 56% in 2012 to 74% in 2013.
Source
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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
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In 2012, 36% of consumers had interacted
with companies via social media. In 2011, it
was just 19%.
Source
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52% of all marketers found a customer
through Facebook in 2013, while 43%
found a customer through LinkedIn last
year.
SourceSource
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37% of B2B buyers ask questions on
social media sites when looking for
answers.
Source
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63% of adult cell phone owners use the
device to go online.
Source
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56.8% of employees surveyed by Ovum
used their personal technological devices
at work.
Source
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Sales reps saw productivity increased by
15% when they had mobile access to CRM
applications.
SourceSource
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78% of consumers have bailed on a
transaction or not made an intended
purchase because of a poor service
experience.
Source
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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
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73% of companies have no process for re-
engaging and nurturing leads after sales.
Source
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30% of marketers say having disparate
data sources is a main reason why they
can’t glean useful insights from customer
data.
Source
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