50 Crucial CRM Statistics for the 2021 Market

July 1st, 2021
CRM is more important than ever. These stats show the reality of how customer relationship software is currently, and how it is changing.

We entered a brand new sales reality in 2021. The COVID-19 pandemic revolutionized the way people buy. That makes CRM software more important than ever.

In response to this colossal change, the CRM market exploded. Market leaders are underperforming. New players have entered. And competition has never been higher.

These statistics show the new state of CRM in 2021—and give insight into how the market will evolve from here.

   

10 Essential CRM Statistics for 2021

  1. The global CRM market is projected to grow from $58.04 billion in 2021 to $128.97 billion in 2028.  (Fortune Business Insights 2020)

     

  2. Salesforce is the leading CRM in 2021, commanding 33% of the market share. (TrustRadius 2021)

     

  3. 85% of sellers admit having made potentially embarrassing mistakes due to faulty CRM data. (Oracle 2020)

     

  4. Less than half of sellers use their CRM daily. (Oracle 2020)

     

  5. 92% of sales reps say that quality customer reference data is key for CRM adoption. (Veeva 2020)

  6. Email marketing delivers $36 in ROI for every $1 spent. (Litmus 2020)

     

  7. 70% of companies plan to invest in email marketing in 2021. (HubSpot 2021)

     

  8. 70% of marketers report using ABM, up 15% from 2020. (HubSpot 2021)

     

  9. 84% of customers say being treated like a person, not a number, is very important to winning their business. (Salesforce 2018)

     

  10. Zoho CRM delivers the highest value in today’s CRM market, with 92% of customers saying that the product delivered good value for the price. (TrustRadius 2021)

CRM Market Size in 2021

CRM statistics 2021-2
  • The global CRM market size was valued at $52.64 billion in 2020. (Fortune Business Insights 2020)

     

  • The global CRM market grew over 10.1% in 2020. (Fortune Business Insights 2020)

  • The global CRM market is projected to grow from $58.04 billion in 2021 to $128.97 billion in 2028.  (Fortune Business Insights 2020)

Who’s Winning CRM Market Share?

Over 1.2 million software buyers use TrustRadius each month. Many of them are shopping for CRM software—so we took a closer look at our data to see which products attract the most attention.

According to buyer interest, the top CRM leaders in today’s LMS market are: 

  1. Salesforce
  2. Microsoft Dynamics 365 
  3. Zoho CRM
  4. HubSpot CRM
  5. Freshdesk
  6. Insightly
  7. Keap 
  8. Oracle CRM
  9. SAP CRM
  10. Copper 
  11. Sugar Sell 

Out of those companies, we’re seeing clear winners when it comes to market share:

MArket Share of top crm software in 2021
  • Salesforce is the leading CRM in 2021, commanding 33% of the market share. (TrustRadius 2021)

     

  • Popular CRM alternatives to Salesforce include Microsoft Dynamics 365 (which commands 29% of market share), Zoho CRM (11%), and HubSpot CRM (10%). (TrustRadius 2021)

 The Biggest CRM Challenges

Thing sellers would rather do than update their crm

 

  • 85% of sellers admit having made potentially embarrassing mistakes due to faulty CRM data. These mistakes include calling a prospect by the wrong name, or having the opposite idea of what a prospect wanted. (Oracle 2020) 
  • 86% of sellers are frustrated by certain elements of their jobs, many of which are mandatory. Their top five complaints are: 
  1. Doing repetitive administrative tasks that could be automated
  2. Updating multiple systems that ought to be connected 
  3. Following up with a prospect they know isn’t interested.
  4. Re-entering email data into a CRM.
  5. Entering notes into a CRM  
  • 72% of sellers need to have at least three screens or windows open at once to coordinate a sales process. (Oracle 2020) 
  • 50% of sellers have taken sales calls on vacation. Sellers are also taking calls: (Oracle 2020)
  1. At the dinner table (40%)
  2. At a party or social event (33%)
  3. In the bathroom (30%)
  4. At the gym (24%)
  5. On a date (16%)
  • 39% of sellers are actively considering a career change away from inside sales. (Oracle 2020) 
  • 90% of sellers believe they are able to meet prospects’ and managers’ expectations. (Oracle 2020)

Crucial Email Marketing Stats for 2021

70% of marketers are using ABM in 2021

 

  • Email marketing delivers $36 in ROI for every $1 spent. (Litmus 2020)
  • 77% of marketers reported seeing more engagement with email in 2021. (HubSpot 2021)
  • 70% of companies plan to invest in email marketing in 2021. (HubSpot 2021)
  • 47% of companies do not plan to use email marketing in 2021. 
  • 38% of marketers send a total of 0-2 emails to their customers every week. 32% send 3-5 emails, 15% send 6-8 emails, and 15% send more than 8 emails. (HubSpot 2021)
  • 31% of marketers use MailChimp to send emails. Other popular email tools include: (HubSpot 2021)
    • Constant contact (28%)
    • Salesforce (21%)
    • Send-InBlue (21%) 
    • GetResponse (19%)
    • HubSpot (17%)
    • Drip (14%)
    • Marketo (13%)

CRM Data Security Statistics

46% of customers feel they have lost control over their own data
  • 84% of customers are more loyal to companies with strong security controls. (Salesforce 2019)
  • 46% of customers feel they’ve lost control over their own data. (Salesforce 2019)
  • 91% of Millenials and Gen-Z are more likely to trust companies with their personal information if they explain how its use will deliver a better experience. (Salesforce 2018)

     

  • 63% of B2B customers say most companies aren’t transparent about how their data is used. (Salesforce 2019)

CRM Career Statistics

tEH AVERAGE SALARY OF A CRM ADMIN IS 53K

 

  • The average salary of a CRM administrator in the United States is $53,000 in 2021. (Payscale 2021)

  • CRM was the sixth most frequently selected skill requirement among employers who posted jobs on ZipRecruiter in 2020, behind customer service, communication skills, entrepreneurship, “detail-oriented” and collaboration. (ZipRecruiter 2020)

     

  • Job postings listing CRM skills as a requirement were growing at a rate of about 5% per year before the pandemic and have recovered more quickly than average since the pandemic. (ZipRecruiter 2020)

Breaking CRM News in 2021

 

 

up and coming players in the crm market

The COVID-19 pandemic has caused a massive increase in investment for the CRM market.  

Iterable says it has raised $200 million series E funding, one month after firing its cofounder (Forbes). Former Chief Executive Justin Zhu was removed from his position in April after it was discovered he had taken LSD before a meeting in 2019

A new study demonstrates that Gong’s Revenue Intelligence Platform generates a 481% ROI. This comes days after the company hit a valuation of $7.25 billion. The CEO has expressed the company can grow far more, saying “we can reach much more than $20 billion.”

Other notable funding events for 2021: 

  • Outreach raised $200 million and is now valued at $4.2 billion

  • ActiveCampaign raised $240 million and is now valued at $3 billion

  • Contentsquare raised $500 million and is now valued at over $2.8 billion

  • Kajabi raised $550 million and is now valued at over $2 billion

The Hottest CRM Trends 2021

CRM Trends to watch in 2021

New AI-Powered Features

AI is not new. But the top CRM vendors are using AI to make chatbots more useful (and less annoying). New AI-powered lead scoring can save hours of sales ops time and improve your likelihood of closing a deal. Those are just two examples of how AI is improving UX and user efficiency in today’s CRM market. 

IOT and Blockchain 

Internet of Things, meet CRM. This integration allows users to fix problems quicker and manage customer needs easier. We’re also seeing a wave of brand new blockchain applications in CRM. These new features help improve security, transparency, and user control. 

The Rise of Mobile CRM

 

CRM tools are moving to your pockets. 2020 saw CRM vendors scrambling to develop better apps for a changing world. This is likely going to continue. Remote workers and those in office saw an increase in security, flexibility that comes with mobile development. Users and developers expect to see this focus continue well into the future. 

Social Media Integration

 

With the new CRM social media integrations on the market today, you can manage all customer communication from one convenient spot. Companies like Salesforce are now integrating with Instagram, Facebook, and Twitter for an all-in-one customer marketing program. Watch out, Hootsuite.

Your CRM Pricing Guide For 2021 

Product trScore Starting Price Free Trial Free or Fremium Premium Services Setup Fee
Salesforce 8.3/10 $25 X X X None
Microsoft Dynamics 365 7.8/10 $44 YES X X None
Zoho CRM 8.0/10 $14 YES YES YES Optional
Hubspot CRM 8.4/10 Free YES YES X None
Freshdesk 8.5/10 $15 X X X None
Insightly 8.2/10 $29 YES X YES None
Keap
7.7/10 $79 YES X YES None
Oracle CRM 7.9/10 Contact Vendor Contact Vendor Contact Vendor Contact Vendor Contact Vendor
SAP CRM 8.5/10 Contact Vendor Contact Vendor Contact Vendor Contact Vendor Contact Vendor
Copper 7.5/10 $25 X X X None
Sugar Sell 7.2/10 $52 X X X None

Here are some stats from real buyers on TrustRadius:

Which Leading CRM products have the best value?
  • 92% of all CRM buyers say that they would buy that product again in the future. (TrustRadius 2021)

  • Salesforce delivers the lowest value in today’s CRM market, with only 68% of customers saying that the product delivered good value for the price. (TrustRadius 2021)

  • Zoho CRM delivers the highest value in today’s CRM market, with 92% of customers saying that the product delivered good value for the price. (TrustRadius 2021)

  • SAP CRM has the best customer support score out of all leading CRM products in 2021 (9.6 out of 10). (TrustRadius 2021)

  • Salesforce has the lowest customer support scores out of all leading CRM products in 2021 (7.1 out of 10). (TrustRadius 2021)

  • 66% of all CRM buyers say that the product implementation went as expected. This metric was highest for Freshdesk customers (81%) and lowest for Salesforce customers (52%). (TrustRadius 2021)

If you’re looking for your next CRM solution, check out reviews on TrustRadius. You’ll see 100% authentic reviews from buyers just like you.  

Sources

  • Customer Relationship Management (CRM) Market Size | Share, 2028 (Fortune Business Insights 2020)
  • Getting Past the Breaking Point of Yesterday’s CRM (Oracle 2020)
  • State of Marketing Report | 2021 Marketing Trends (HubSpot 2021)
  • Customer Relationship Management Software – Worldwide (Statista 2021) 
  • (Veeva 2020)
  • State of the Connected Customer (Salesforce 2019)
  • 2020 State of Email Report, Fall Edition (Litmus 2020)
  • Trends in Customer Trust (Salesforce 2018)
  • Average Customer Relationship Management (CRM) Administrator Salary (Payscale 2021)
  • The ZipRecruiter Skills Index (ZipRecruiter 2020)

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