CRM (Customer Relationship Management) software is the biggest software market worldwide and this trend isn’t going anywhere soon – actually, by 2025, it is expected to reach more than $80 billion in revenue. The main factor behind the success of CRM is its accessibility – as companies want to be able to access customer data in real-time. Using mobile and cloud solutions, companies now are able to connect different platforms and technologies to provide a more personalized customer experience.
Here are the most important CRM facts and statistics, and the impact they are going to have on the business in the near future.
Mobile CRM is growing
With the increasing use of mobile phones and the dependence on mobile technologies, it is no wonder that companies that use mobile CRM solutions are seeing higher adoption rates. A mobile CRM access increases the use of the software, improves the productivity of the employees, and boosts their performance.
Utilized access across multiple devices
As businesses are pursuing a connection with their customers through their mobile devices, the global mobile CRM market continues to grow – it is expected to reach $15 billion worldwide in 2020. And even though the mobile CRM use is still behind the laptop or desktop one, the use of tablets and smartphones is rising and more users are accessing their CRM software from multiple devices.
Significant growth of cloud-based CRM solutions
Only 12% of businesses were using cloud-based CRM in 2008, but today this number has increased by 87%. Ths fact is easily understandable as it aligns with the users’ need to access CRM software from multiple devices and locations.
CRM is the fastest growing software market
Customer Relationship Management software has become the biggest and fastest-growing software market and the revenues are expected to be over $80 billion by 2025. As the business has to keep up with the latest technologies and increase their IT budgets, this trend is not going away any time soon.
Companies focus more on personalized marketing
Businesses are investing more not only in customer service software and IT solutions that lead to an increase in sales but in an overall more personalized approach to marketing. The main focus in 2020 is on email marketing because of a highly-rated ROI. As customer experience becomes a top priority, personalized email marketing is one of the best ways to step ahead of the competition, build better trust in your brand, and increase your revenue.
Customers always come first
An ever-growing number of customers use search engines on their mobile devices, laptops, and desktops to do their product research before opening a particular website. You must engage potential customers on different channels and across different devices, and to do so, you need data and processes. This is where CRM software comes in – it will allow you to create a full overview of each person you connect and interact with, improve the way you access your customers’ data, and create a better customer experience.