28 CRM statistics you need to know for 2025

For startups and small business owners, navigating customer relationship management (CRM) systems can often feel like a cascade of jargon and sales pitches. The overwhelming feature lists that all claim to be “exactly what you need” can also leave you confused about what actually works for your business.

Fortunately, if you’re just after the facts, we’ve sourced the top statistics from across the CRM industry to help you out.

We’ll be sharing 28 critical CRM statistics to help you make informed and strategic decisions about which CRM system to choose for your business. These figures are backed by evidence and industry insights to better understand how CRM tools can boost growth, keep customers happy and improve your sales process.

The CRM statistics you need to know

These statistics provide a clear picture of how CRM systems can help businesses, from boosting customer retention to influencing marketing strategies.

CRM stats for customer retention

• CRM adoption and customer retention: 47% of businesses reported higher customer retention after adopting a CRM system (DemandSage). Meanwhile, others claimed to have a 17% increase in lead conversions and a 21% rise in productivity.
• Improving customer experience: providing better customer service is the primary motivation for using CRM tools for 35% of businesses. 86% of SMEs using CRM software rated their customer services as “exceptional” or “very good”, compared to 73% without it (Freshworks).
• Integrating AI with CRM systems: more businesses are also integrating artificial intelligence (AI) into their CRM systems, leading to a 15% increase in repeat sales and customer retention (Wezom). 80% of salespeople said they’ll use AI to maximise the value of their CRM platform over the next five years, while global AI in the CRM market is predicted to be worth $48.4 billion by 2033 (DigitalSilk).

Takeaway: These statistics show how much value CRM systems can bring to your business, helping you to retain customers, boost sales and make your team more efficient. Moreover, focusing on customer experience and adding AI to the mix can help improve service ratings and drive repeat business, making it easier to maintain long-term customer relationships.

CRM stats for marketing and sales

• Impact on conversions: the implementation of CRM systems can increase conversion rates by 300% (Finances Online).
• Impact on revenue: Revenue can increase by as much as 245% when businesses use a CRM platform (LLCBuddy). Statistics reported by Spotio also found that 94% of businesses saw improved sales productivity after implementing a CRM system.
• Marketing practices: 69% of marketers consider CRM to be somewhat or very important to the success of their overall marketing strategies (HubSpot).

Takeaway: A good CRM system is essential for boosting conversions and increasing revenue, while also helping you better understand and target their customer base. It can make your marketing and sales efforts smoother, leading to more growth and success.

CRM stats for data security

Data breaches have become an unfortunate reality for small businesses and SMEs, with 50% of businesses and 32% of charities reporting some sort of cybersecurity breach in the last 12 months. Therefore, businesses must be aware of the potential risks associated with managing sensitive customer information, so the importance of choosing a secure CRM solution cannot be overstated.

• Data accuracy and organisation: while facing over 300 million fraudulent sign-in attempts daily, CRM systems are integrating add-ons and solutions to bolster security measures. 94% of businesses also reported a significant improvement in online security after switching to a cloud-based solution (Salesmate).

Takeaway: With data breaches becoming more common, it’s crucial for businesses to prioritise security when choosing a CRM system. Many platforms are now enhancing their security features to protect sensitive data and switching to cloud-based solutions has been shown to improve online security. By investing in a secure CRM, you can better protect customer data and keep your operations safe from cyber threats.

Trends and innovation in CRM

• Adoption trends: adoption trends for 2025 include an increase of A-driven and customer-centric marketing, personalisation, customer service chatbots and social CRM solutions to help monitor social media and offer timely support to customers (SyncMatters).
• Business adoption: adoption of CRM software has increased significantly, seeing a 12.6% year-on-year (YoY) growth (AsterSense). A report by Ascendix also revealed that 91% of businesses with 10 employees or more use CRM tools.
• Industry-specific CRM market share: according to HG Insights, the industries that spend the most on CRM software are finance & insurance ($13.5 billion), public administration ($6.3 billion) and professional, scientific and technical services ($5.6 billion).
• Popular sales tools: the sales tools businesses should use include CRM software, AI-powered tools and sales analytics tools (Salesforce).

Takeaway: Businesses are increasingly turning to solutions like AI-powered tools, chatbots and social CRM to stay ahead. Adopting these tools and integrating new technologies can significantly improve customer engagement, streamline operations and boost sales. As more businesses adopt CRM systems, especially in key industries, staying competitive means leveraging these tools to enhance customer experience, improve decision-making and drive growth.

Challenges of CRM systems

• Poor quality data: Nearly one-third (approximately 33%) of sales leaders say that their customer data is incomplete, out of date or inaccurate. 85% of salespeople also admitted to making a mistake due to incorrect CRM data (Salesmate).
• Technical expertise: 32% of CRM users believe that a lack of technical expertise is a significant roadblock in adopting CRM software (Fit Small Business).
• Poor quality data: Invalid or incorrect data was reported to be the biggest challenge for nearly one-third of sales representatives, with 85% admitting to making a mistake due to incorrect CRM data (Salesmate).
• Manual data entry: 17% of businesses report manual data entry as their biggest CRM-related challenge (DemandSage), while 32% of sales representatives say they spend over an hour on manual data entry.
• Other challenges: additional challenges small businesses face in adopting CRM software include the cost of CRM (31%), data migration issues (30%), user adoption (27%) and the lack of app integrations (23%) (Fit Small Business).

Takeaway: While CRM systems offer significant benefits, businesses still face common challenges. Poor data, time-consuming manual entry and not having enough tech knowledge can slow things down. On top of that, costs, data migration headaches, and onboarding employees can make things all the more difficult. 

However, these issues can be tackled by investing in training, prioritising data management strategies and choosing a CRM solution that’s easy to use, integrates well with other tools and helps automate repetitive tasks.

CRM market overview

The demand for CRM software in the UK has been on the rise in recent years. Moreover, the revenue in the CRM segment of the software market in the UK has been predicted to increase to £1.9 billion by 2028. Due to projections indicating a remarkable annual growth rate of 11.64%, the market is set to peak in the region of £57 billion globally.

Analyst insights from Statista also reveal that a new surge of UK customers are actively seeking software that delivers a holistic view of customer interactions. They also want to be able to analyse data to improve customer experience and increase sales.

Cloud-based CRM software

Additionally, there is a growing preference for cloud-based CRM software, which dominated the CRM industry in 2024 with a revenue share of 58.2% and is used by 87% of companies that utilise CRM solutions. This could be largely attributed to its flexibility, cost-effectiveness and ease of access. It also allows businesses to access customer data from anywhere with an internet connection, making it ideal for remote teams and businesses with multiple locations.

AI and machine learning

The UK’s CRM software landscape is taking significant technological strides in the realms of AI and machine learning, with AI predicted to be integrated into over 70% of CRM systems in 2025. Through iterative learning from data inputs and user interactions, these technologies continuously refine their algorithms, ensuring that the CRM platform evolves in tandem with changing customer needs and market dynamics.

Mobile CRM solutions

At the same time, mobile CRM solutions are gaining ground, empowering sales teams with full access on the go. Statistics reported by DemandSage reveal that 81% of users access CRM software from multiple devices – 48% via mobile and 45% via tablets.

Not only is this useful for quick and easy access, but 50% of teams reported improved productivity from using a mobile CRM, while 65% of businesses that use it are achieving their sales targets. 

Evidently, the CRM industry is set to experience a period of tremendous growth. That means now is the perfect time to integrate CRM into your small business. Compared to manual processes, you’ll be able to enjoy far more sustainable growth and return on investment (ROI), enhanced customer relationships and a competitive edge in your market.

Key benefits of CRM for SMEs

CRM is widely considered to be the fastest-growing software in the digital marketing world, according to Martech, and implementing these tools can offer a plethora of benefits for small and medium-sized enterprises (SMEs). These include:

• Enhanced operations: CRM systems streamline and centralise important business processes, as well as consolidate customer data, communications and sales pipelines in one accessible platform. Teams can use them to collaborate seamlessly, leading to smoother and faster workflows.
• Targeted marketing and sales: with CRM integrations that can provide detailed customer insights at their fingertips, SMEs can leverage CRM functionalities to tailor marketing campaigns and sales strategies. Targeted and personalised approaches based on customer preferences can result in higher conversion rates and increased sales, while also offering more time to optimise resource allocation for maximum impact.
• Improved customer service: CRM tools can help businesses deliver good customer service experiences. Access to comprehensive customer history enables swift issue resolution and proactive engagement. Prompt responses and personalised interactions also help build stronger customer relationships, in turn enhancing loyalty and retention rates.
• Cost-effectiveness: contrary to concerns about initial investments, CRM implementation often yields substantial cost savings. Automated workflows and data-driven decisions also mitigate operational inefficiencies while also reducing overhead costs.
• Better data-driven decisions: CRM tools equip SMEs with valuable data analytics and reporting capabilities. From inventory management to sales forecasting, insights provided by customer data will help to make informed decisions across projects and departments.

CRM implementation best practices

Businesses should consider CRM implementation as a strategic investment that, despite initial complexities, can deliver significant benefits over time. The most effective practices businesses should use include:

• Conducting thorough training programmes and providing ongoing support to enhance end-user adoption rates.
• Leveraging automation features within CRM systems to reduce the burden of manual data input will free up valuable time to focus on impactful, strategic activities.
• Implementing data quality management practices, ensuring regular data cleansing and updates.
• Integrating CRM with other business tools and data sources to enhance the completeness and accuracy of the information within the system.
• Embracing user-friendly CRM interfaces and platforms to mitigate complexity concerns, making it easier for teams to navigate and utilise the system effectively.

Conclusion

These statistics illustrate the multifaceted impact of CRM systems on various aspects of business operations.

With a modern CRM platform, you can transform your customer retention, enhance your marketing, navigate the challenges of customer data security, and build business resilience for future challenges. 

To find out more about CRM software, or understand the best options for a small business to choose from, we recommend taking a look at our pick of the best CRM systems for small businesses.