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-- CRM Market Statistics --Here is a collection of statistics relating to the CRM (Customer Relationship Management) industry. They refer to CRM market growth, CRM direction as well as CRM Vendor trends.
IT & CRM Market Statistics for Small/Medium (SMB) businesses In 2005, IT-spend ranged from $16,500 for two to 19 employee companies to
$821,000 for mid-market enterprises with 500 to 1,000 employees. A study reports that of the CRM software licenses purchased in 2002, a whopping 42 percent is Gartner Group Forecasts indicate worldwide Customer Relationship Management (CRM) spending
to exhibit moderate, yet steady growth. They estimate 2002's spending of $13.7
billion to swell to $17.7 billion in 2006. In fact, Aberdeen predicts, revenue
from small and medium businesses will exceed that of larger enterprises. A recent survey of several hundred companies nationwide regarding their focus
on customers revealed that two
years ago, the percentage of companies that put
themselves in the category of "extremely" customer-driven was 48 percent.
Today, it's 63 percent, and looking into the future two years down the road,
81 percent say their organizations will be "extremely customer-driven." CRM Market Growth The pace of CRM Software New License Revenues Worldwide has slowed from the
frenzied spending pace of 2001, when $3.74 billion was spent in comparison to
$3.03 billion this year, revealing that companies are now taking a more thoughtful
and planned approach. Thee market for CRM applications is expected to grow 30 percent to 35 percent
this year(2005), about half of last year's rate but still healthier than most
other software categories. As many as 85% of companies that buy CRM software to automate sales efforts
don't pick the right tools because they fail to define business objectives or
develop processes for meeting objectives.” Major global corporations now lose, and must replace, half their customers
in five years. A typical company's customers leave at a rate of 10 percent to
30 percent per year. Increasing customer retention by just 5 percent can increase profits by 25
percent to 95 percent. Patronage by loyal customers yields 65 percent of a typical business' volume. Web master affiliate programs are predicted to represent 20%, or $53 billion
of all e-commerce sales by 2005, compared with less than $11 million in 2001. CRM Benefits / ROI Statistics A recent ROI study relating to successful CRM implementations found companies have yielded returns ranging from 16 per cent to more than 1,000 per cent. Over half of the companies surveyed yielded returns of between 50 per cent and 500 per cent. IDC The bulk of those (ROI) returns were seen in increased productivity and business process enhancements. "CRM almost makes everyone in your organisation a sales person, since they are selling your business in one way or another. For instance, customers often say things to support staff which could be used as a sales opportunity."
"The support person might not know it but because the information is recorded,
a sales person can see it and use it to follow up on. Just the recording of
the information has many benefits for other departments." New research shows that: More CRM Benefits. Benchmark studies reveal that CRM applications account for:
CRM Vendor Trends "..The 17 leading SMB (CRM Vendor) companies all declared they were doing
more implementations now than in 2004, with eight of them handling at least
60 percent of customer implementations… Of the winning enterprise vendors
all but one does 70 percent or more of its implementations in house… He
notes that CRM implementation by vendors is a trend that he predicts will eventually
reach 90 percent..". Small Business CRM Growth The CRM market for small and midsize businesses is projected to grow at nearly
three times the pace of the overall market. This represents a 17.2 percent compounded
annual growth rate between now and 2008, compared to 6.5 percent for the entire
CRM industry. That growth will see SMB share of CRM business expand from less
than 17 percent in 2003, to more than 27 percent in 2008. Read also CRM Quotes and CRM Definitions. Please feel free to submit further CRM Market Statistics.
Copyright SmallBizCRM, 2005-7. All rights reserved. CRM Market Statistics
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