16 Game-changing CRM Statistics for 2020

• 53% of readers are looking for a CRM that’s simple to use; in contrast, only 35% prefer a free CRM, a CRM with robust features (13%), or one with a visual pipeline tool (15%)^[1]
• 72% of CRM customers indicated they would trade functionality for ease of use^[2]

Why this matters: Before you buy a CRM, it’s worth doing the free trial to make sure it’s an intuitive system—especially if a lot of team members will use it. You’ll also want an implementation plan, which involves establishing goals for the new system, clarifying the data that needs to be imported, and making sure all users understand how to use the new CRM. If no one’s using the CRM, there’s no point in having one.

• 40% of tasks within the selling process can now be automated^[4]
• Predicting customer behavior is among the most helpful uses of AI for just over half of companies (53%)
• 42% of companies not using AI state lack of funding as a key reason; while 40% are held back due to regulatory fears

Why this matters: You need to understand the benefits and risks before integrating AI with your CRM. Though you’ll streamline tasks when done right, when done wrong you open yourself up to misuse of data. Misuse can be as benign as not getting the most out of your spending, or as sinister as getting sued for breach of confidential information. We recommend getting your ducks in order before getting started with AI.

• The mobile CRM market will grow 11% to 15 billion worldwide this year^[6]
• 81% of users are now accessing their CRM software from multiple devices^[7]
• In 2008, only 12% of businesses used cloud-based CRM; this figure has now increased to 87%^[8]
• 50% of teams improved their productivity by using a mobile CRM
• In 2019, spending on software as a service (SaaS) will reach approximately $42 billion⁹ and represent 75% of total CRM spending

Why this matters: Whether you’re choosing your first or zillionth CRM, you should consider cloud-based and mobile-accessible options. Both of these features improve adoption rates, plus make your team more efficient.

• Among our readers looking for a CRM, 21% noted cold calling as their top way of getting leads. This is above online advertising (17%), email marketing (16%) and social media (13%)^[1]
• 36% of salespeople say telephone is the best channel to connect with a prospect, which makes it the most popular, over email (30%), and social media (22%)^[3]

Why this matters: Using a CRM will help you pinpoint which lead sources are closing the most deals, so you can take the guesswork out of the process. While you may think digital advertising is most effective, it’s important to use data to know what’s working for your team (which according to our findings, is likely the phone). Build on what’s working; make more money.

• 56% of companies targeted their audiences based on CRM data such as purchase transactions, postal address, and customer service information. This is expected to rise to 69% in 2020^[10]
• 74% of users believe that CRM software gave them easier access to customer data^[11]
• Quick access to data can help shorten the sales cycle by 8% -14% on average^[12]

Why this matters: Having easy access to your customer’s key information is vital; salespeople can shorten their sales cycles by knowing their customers’ interests and histories. The best CRM software provides easy ways to access and use customer data so that the process is hassle-free.