The State of CRM
CRM is big business
The US $35 billion CRM market provides the foundational technology for customer engagement.
CRMs are failing sales teams, customers, and prospects, with nearly half (49%) of Australian sales leaders reporting that their CRM platform is costing potential revenue opportunities.
Half of Australian sales professionals surveyed (50%) said they cannot access customer data across marketing, sales, and service systems.
Nearly one-third say their customer data is incomplete, out of date, or inaccurate.
Cost of the Status Quo
With sales teams under more pressure to deliver than ever before, the quality of support sales teams get from CRM vendors is crucial.
Unfortunately, 58% of respondents cite inadequate training and help, or sufficient skills to customise their CRM.
Half of Australian respondents (50%) say that the administrative burdens of their CRM causes friction for their sales team.
The average sales rep in Australia only spends 53% of their time actually selling.
Digital transformation, heightened competition, and customer expectations present you with a critical choice:
Fix your CRM deficiencies or risk losing market share.
Without access to the right data, companies can’t keep customers happy or calibrate the customer experience to minimise churn.
52% of Australian respondents said their customer churn has increased in the last 12 months.
Churn is costing
$5.5 million each year.
of respondents say they have trouble predicting when customers will churn.
Even in hindsight, nearly half (48%) of Australian sales professionals reported not knowing why customers churned.
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