Today, CRM software is indispensable for business, which has been proven by a lot of marketing research and confirmed by customer surveys. Free online CRM is a financial instrument that constantly adapts to market conditions and improves the basic interaction of business with the target audience.
This article demonstrates the results of a survey of Bitrix24 CRM users. We have identified key statistical parameters that are important for representatives of business structures and have been tested for effectiveness. At the end of the article, a diverse forecast of the use and benefits of CRM in numbers will be presented. The survey results are combined with the analytics of Accenture, IBM, Gartner, and many other well-known resources. That is, you will be able to get acquainted with a detailed analysis and forecast of the effectiveness of CRM systems free software in the future.
Table of Contents
Key statistics at the moment
Today’s CRM statistics contain information about the return on investment of free CRMs, the valuation of the global market, sales growth, the use of artificial intelligence and other positions. To a greater extent, the research concerns the introduction of universal software products such as Bitrix24.
So, the key statistics are as follows:
- The return on investment using CRM exceeds 245%.
- The assessment of the global market in the period from 2022 in relation to the expected indicators of 2027 increases by 10.16%.
- The use of artificial intelligence CRM software is already 79%.
- The winning conversion rate from using CRM was more than 55%, which is especially noticeable from the integration of social networks.
- E-commerce consists of CRM systems by 24.7%.
It is worth noting an exciting issue — ensuring confidentiality and protection of personal data. In system products like Bitrix24, the security level starts from 80.1% and is continuously growing. CRM tools are successfully used for small and medium-sized businesses, there are system products developed for large corporations. Let’s delve into individual positions from statistics and consider their principle of operation.
Market Trends: How CRM software works
The analysis of the CRM systems market shows the main directions that form key statistics and are used in making forecasts. This section takes into account the efficiency of software products that are relevant to different business areas. That is, the analysis was carried out on the popular and universal CRM of the Bitrix24 type.
It is well known that CRM tools significantly increase sales and improve customer interaction. It is worth noting that Bitrix24 software and similar resources are successfully adapting to global market changes. For example, the COVID-19 pandemic period became a test for CRM developers, who had to revise the algorithms of software product settings and adapt them to what was happening.
Personalization
The key statistics of CRM software are directly affected by an individual approach for all categories of customers. People are becoming demanding and want to get the best service, which is no less important than the quality of the product or service.
Modern free online CRM guarantees the organization of personalized service. The software is configured taking into account the storage of information on a generalized scale and allows you to pay attention to individual categories of customers personally.
Automation and artificial intelligence
The implementation of the introduction of artificial intelligence for free online CRM is designed to improve the interaction of business with the target audience. These methods work on the example of instant lead counting, and creating chatbots and virtual assistants.
Equally important is the automation of the work of all departments of the company. That is, with the help of these options, the CRM user receives a quick, accurate, and more detailed study of the business processes. In addition, automated management of mailings, personal data collection, and reporting helps to avoid mistakes.
Omnichannel strategy
This term means customer service through several channels at the same time. For example, Bitrix24 allows you to conduct dialogues and provide up-to-date requested information to customers simultaneously in online and offline modes.
Most free CRM systems are complemented by integration with third—party resources – social networks, and various chat rooms. With the help of omnichannel and automation, you will be able to organize the work of call centers, and correctly distribute the processing and delivery of information for customers among employees.
Analytics
At this stage of analyzing the effectiveness of CRM tools implementation, it is possible to summarize the above criteria — personalization, automation, and omnichannel. It is worth noting that the effective implementation of these parameters in the available key statistics indicates the success of the application.
That is, modern Bitrix24-type CRMs are effectively adapted to market trends and respond to changes in a timely manner. The analytics includes all the workflows of the listed criteria. For example, CRM can make diverse reports, which indicates the successful implementation of automation.
Privacy and protection
Of course, modern CRM software has multi-story protection against leaks of personal information of customers. But hackers do not stop, and malicious software tools adapt to real-time in a timely manner.
The use of proven secure CRM minimizes or completely eliminates the possibility of system hacking and theft of personal data. It is worth noting that customers are very demanding about protection and confidentiality. Therefore, it is important to prevent any information leaks when implementing CRM.
Statistics for the future: trends and forecasts
The CRM tools available today are constantly being improved and adapted to the changeability of the market. The development of technology is no less relevant than the constantly growing expectations of customers. Based on the available key statistical data, it is possible to make a full-fledged forecast for the future.
For example, in the United States, marketing spending in 2023 reached $ 145.3 billion — the figures are given according to Gartner research. This parameter mainly consists of the implementation of marketing tools using artificial intelligence and the introduction of automation. For example, most of the use of AI takes the use of voice recognition and improving the quality of service providers. Accordingly, costs will increase in the future as efficiency increases.
According to Gartner statistics, other expectations from the implementation of CRM software stand out:
- 50% — increase in the interaction of B2B buyers with a virtual seller.
- $150 billion is the expected global revenue from the use of digital twins by 2030. It is worth noting that in 2022 the revenue is equal to $ 9 billion.
- 393% — profit growth of CRM developers from 2020 to 2027 according to Statista.
- 14.9% — projected growth of the CRM software sales market as of 2027.
According to the forecasts of Statista, Gartner, and other well-known resources, a global increase in the use of CRM on a global scale is expected. CRM tools are constantly being improved and adapted to market changes and customer expectations. Artificial intelligence, automation, and the expansion of the functionality of software products allow you to increase profits and control the work of the company.
Conclusion
Of course, statistics show the full effectiveness of CRM software implementation for all business projects. Studies of the global market and individual tools in universal CRM such as Bitrix24 indicate the success of the developers’ actions. CRM is the future of the global economy, as evidenced by key statistics.
