Customer Relationship Management (CRM) software has transformed from a simple contact management tool into a central hub for sales, marketing and customer service operations.
In 2025, businesses of all sizes will increasingly rely on CRM systems to enhance customer relationships, streamline processes and boost revenue.
In this article, we’ve compiled 35 essential CRM statistics that highlight usage patterns, spending trends, market size, mobile adoption and the expanding role of AI in CRM.
These important numbers will help you make better business decisions and stay ahead of your competitors.
CRM Usage Statistics In 2025
Over the years, CRM solutions have become crucial tools for helping companies track customer interactions and manage their leads effectively.
Recent statistics provide valuable insights into CRM utilization, how businesses approach these solutions, and the ways they optimize their operations with them:
- 91% of companies with 10 or more employees use CRM software.
- 70% of businesses use CRM solutions for customer service.
- 60% of respondents in a survey said that CRM is more important for achieving sales and marketing goals than it was five years ago.
- 94% of tech companies use a CRM solution.
- 60% also cite the use of CRM solutions as a centralized communication hub for nurturing leads or customers as their top priority.
- 37% of salespeople said that CRM has helped them optimize their pipeline visibility for the customer journey.
- 45% of respondents in the same survey said that getting a complete view of customer interactions is their top priority for maximizing CRM in the next five years.
- 41% of salespeople said the biggest CRM challenge they face is technology integration.
- At 27.5%, lead management and retention are the top use cases for CRMs.
- At 46% each, marketing automation & email marketing are the top technologies users integrate with their CRM.
The high adoption rate (91%) shows that a CRM system is now a ‘must-have’ rather than a ‘nice-to-have’ for any company with 10+ employees. This aligns with the increasing emphasis on data-driven sales and marketing insights.
How Much Do Companies Spend On CRM?
Companies using CRM solutions continue to increase their spending to improve their customer relationships and maximize the benefits of these tools.
Let’s look at how big this expenditure really is and how different industries and company sizes contribute to CRM spending:
- Over 38% of spending on CRM solutions comes from companies from the U.S.
- Nearly 2 million companies in the U.S. will spend a total of $15.9 billion on CRM solutions in the next twelve months.
- 74.7% of spending on CRM solutions comes from companies with over 1,000 employees.
- 51.6% of spending in the CRM market comes from companies with revenue of $5 billion and above.
- Companies in the real estate industry have the highest average monthly budget for CRM software at $117 per user.
Large enterprises (1,000+ employees) dominate CRM spending, but mid-market companies are rapidly catching up. This indicates an ongoing shift in CRM adoption across all business sizes.
CRM Market Size And Growth Projections
The global CRM software market is growing at a rapid pace, fueled by increasing demand for customer management solutions.
As businesses expand their CRM capabilities, market revenues are projected to reach record levels in the coming years:
- The revenue in the global CRM software market is projected to reach $145.61 billion by 2029.
- The projected revenue for the CRM software market in North America is $53.27 billion.
- The revenue in the CRM software market in Europe is projected to reach $31.62 billion by 2029.
- The revenue in the CRM software market in Northern Europe is projected to reach $2.26 billion in 2025.
- The revenue in the CRM Software market in the U.K. is projected to reach $7.99 billion by 2029.
These projections highlight the significant growth expected in the global CRM market over the next few years.
Revenues are anticipated to exceed $145 billion by 2029, prompting businesses in North America and Europe to invest heavily in advanced CRM solutions.
As companies focus more on providing seamless customer experiences and improving workflows, CRM software will remain essential for driving revenue, enhancing efficiency and defining the future of customer relationship management.
Leading CRM Solutions
Between new CRM systems that have emerged lately and some proven CRM companies, you may struggle to decide what the best solution is for your business.
Each platform brings something new to the table, offering unique features, integrations, and benefits tailored to different business needs.
In this section, we’ll look at the key numbers behind the top CRM solutions:
- Over 150,000 companies across the world use the Salesforce CRM platform.
- 90% of Fortune 500 corporations like Amazon, Apple
,and Coca-Cola use Salesforce. - 70% of Salesforce’s total revenue up to 2025 came from the Americas region.
- Zoho had $1.4 billion in total revenue in 2024.
- Redtail holds 28.21% of the market for companies worth over $8 million.
Salesforce continues to dominate the CRM landscape, serving a broad spectrum of high-profile clients — from Fortune 500 giants to fast-growing enterprises.
However, as more businesses seek specialized solutions tailored to their exact needs, the marketplace remains diverse and innovative.
Ultimately, selecting the right CRM will depend on your unique objectives, integration requirements and budget considerations.
Mobile CRM Statistics
The rise of mobile CRM solutions is transforming how businesses interact with their customers.
With increasing reliance on mobile devices, sales teams and customer service representatives can access crucial CRM data wherever they are.
As mobile CRM market expands, more and more companies are prioritizing mobile-friendly solutions:
- The mobile CRM software market size is projected to grow from $28.43 billion in 2024 to $31.61 billion in 2025.
- The mobile CRM industry is projected to reach $58 billion by 2034.
- China leads the mobile CRM market, with a CAGR of 14%. It’s followed by the U.S. with a CAGR of 11.9%.
- 33% of surveyed salespeople said they use two devices to access their CRM system.
- 53% of surveyed salespeople said that using mobile CRM greatly improves the quality of their CRM data. Only 18% think that mobile CRM has minimal or no impact.
These figures illustrate the growing impact of mobile CRM, with the market projected to surpass $31 billion by 2025 and continue climbing thereafter.
As sales teams and customer service reps increasingly rely on mobile devices, businesses that invest in mobile-friendly CRM solutions can expect enhanced data quality, faster response times and stronger customer relationships.
The Role Of AI In CRM
Artificial intelligence (AI) already has various uses and it has found its way into the CRM industry. It provides advanced automation, predictive analytics, and smarter customer insights.
Businesses relying on AI in their CRM efforts report improved sales performance, customer retention, and overall efficiency.
With the use of AI being one of the biggest CRM trends right now, systems leveraging its capabilities are becoming more intelligent and their capabilities are constantly increasing:
- Integrating AI and CRM leads to a 15% increase in repeat sales and customer retention.
- 80% of salespeople said they’ll use AI to maximize the value of their CRM platform over the next five years.
- 79.1% of CRM users said that using AI in sales tools is important.
- The global AI in CRM market size is expected to reach $11.04 billion in 2025.
- The global AI in CRM market size is projected to be worth $48.4 billion by 2033.
These statistics confirm that AI is rapidly becoming a core component of CRM strategies, driving higher sales performance, improved customer retention and overall operational efficiency.
As the global AI-in-CRM market heads toward an estimated $48.4 billion by 2033, businesses that embrace AI-driven insights and automation will gain a competitive edge and position themselves for long-term success.
Grow Your Business Online With Digital Silk
The CRM stats we provided in this article highlight the crucial role of CRM solutions in assisting businesses streamline customer interactions, enhance sales and marketing efforts and improve overall efficiency.
At Digital Silk, we are an end-to-end web design agency dedicated to crafting high-performing digital experiences for businesses of all sizes.
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