A staggering 94% of tech companies and 71% of small businesses rely on CRM systems to streamline customer interactions, track sales, and enhance overall efficiency.
This widespread adoption highlights how essential CRM tools have become for large enterprises and small businesses looking to scale and build lasting customer relationships.
Whether it’s automating follow-ups, managing leads, or analysing customer data, businesses of all sizes are leveraging CRM software to stay competitive in an increasingly digital world.
Source: Fresh Works
Around 61% of companies plan to add AI to their CRM within the next three years.
One major reason is that AI helps businesses respond faster, with companies seeing a 30-50% improvement in response times. It also enhances customer interactions, with 65% of businesses reporting better engagement thanks to AI-powered virtual sales assistants.
Plus, AI isn’t just about speed; it also helps save money. By automating routine tasks and improving efficiency, 41% of companies have already cut costs with AI-driven CRM systems.
Customer Relationship Management (CRM) systems have become essential for businesses aiming to improve customer interactions, streamline operations, and boost revenue.
By 2025, the CRM market is expected to grow to $97.90 billion, with 91% of companies already using these tools to manage their sales and customer data. AI is also playing a bigger role, with 61% of companies set to include AI features for smarter automation and personalised customer interactions.
This article covers the latest CRM statistics, including the facts and figures about its current state, adoption, latest trends, and more.
CRM Statistics 2025: At a Glance
- 94% of tech companies and 71% of small businesses use CRM systems to manage customer relationships and drive sales.
- The CRM market is expected to reach $97.90 billion by 2025, showing its rapid growth.
- Businesses using CRM software experience a 300% increase in conversion rates, leading to more closed deals.
- 87% of companies use cloud-based CRM platforms for better accessibility and flexibility.
- 82% of organisations rely on CRM for sales reporting and automation, improving efficiency and tracking.
- 81% of CRM users access their system from multiple devices, ensuring convenience and seamless workflow.
- Companies that invest in CRM see an average return of $8.71 for every $1 spent.
- 47% of businesses report higher customer retention rates after adopting CRM software.
- CRM users see a 17% increase in lead conversions, a 16% boost in customer retention, and a 21% rise in agent productivity.