Sales Automation Statistics

  • Early adopters of sales automation consistently report increases in customer-facing time, higher customer satisfaction, efficiency improvements of 10 to 15%, and sales uplift potential of up to 10% (McKinsey & Company)
  • “High Growth” firms—those that have recently experienced exponentially high growth— are 61% more likely to thoroughly incorporate automation into core business processes automation (Hinge Research)
  • More than 30% of sales-related activities can be automated (McKinsey & Company)
  • The sales force automation market grew 11.1% to an estimated $7.8 billion in 2019 due to improved usability, forecasting and guided selling (Gartner)
  • Sales automation can result in higher customer satisfaction and up to a 5% uplift in revenue (McKinsey & Company)

Marketing Automation Statistics

  • Businesses using marketing automation have seen their quantity of leads rise by 80% (softwarepath)
  • Nearly 80% of marketers acknowledge marketing automation as the #1 contributor to their success (TrueList)
  • Marketing automation tools improve productivity by approximately 20% (Nucleus Research)
  • Over one-third (35%) of marketers report that a top reason for implementing marketing automation is to increase revenue opportunities (Ascend2 Research-Based Marketing)

Customer Churn Statistics

  • The average customer churn rate is 32% globally, 47% in the US alone (SugarCRM)
  • Almost two-thirds (63%) agreed it is more cost-effective to keep an existing customer than closing a sale with a new customer (SugarCRM)
  • 57% admit their organization struggles to quantify and track churn rate effectively
  • Churn is hard to recognize with 55% unable to identify customers at risk of churning, 53% unable to take corrective action to prevent churn, and 51% not understand the reasons for churn (SugarCRM)
  • 58% of companies have admitted their customer churn rate has increased over the last 12 months (SugarCRM)
  • Customer churn costs mid-market companies an average of $5.5 million a year each (SugarCRM)

Customer Service Statistics

  • 71% of respondents said they thought their customers were leaving due to poor service or experience (SugarCRM)
  • 66% of people said that the most important thing a company can do to provide a quality customer service experience is to value the customer’s time (Forrester)
  • Companies that provide best-in-class customer experiences are 80% more likely to retain customers over the long haul (SugarCRM)
  • When companies create great experiences, they’re likely to see bottom-line growth of 10% or more (SugarCRM)
  • 73% of customers agree that the customer experience helps drive their buying decision, and 86% say they will pay more if it means getting a better experience (SugarCRM)
  • 73% admitted they need to implement customer feedback to improve customer service and experience (SugarCRM)
  • 74% of sales professionals agree that a consolidated view of customer information across the whole organization is critical in delivering an optimal customer experience (SugarCRM)
  • 47% of polled CRM users said that their CRM had a significant impact on customer retention, and an equal percentage said their CRM had a significant impact on customer satisfaction (Agile CRM)

Sales Data Statistics

  • 72% say their teams need access to aggregated customer data across marketing, sales, and service systems (SugarCRM)
  • 75% say a consolidated view of customer information across the whole organization is critical to delivering optimal customer experiences (SugarCRM)
  • 56% feel they are missing data to improve their marketing campaigns and sales conversions (SugarCRM)
  • One in four sales respondents believe they could miss a quota because of incomplete data across the customer lifecycle (SugarCRM)
  • 50% of professionals surveyed reported that they cannot access the same view of customer data across marketing, sales, and service (SugarCRM)
  • 74% of users said their CRM system gave them improved access to customer data(Nutshell CRM)

Customer Relationship Management Statistics

  • 76% say their biggest frustration with CRM is it’s either too complex, not intuitive or user friendly, or cannot be customized (SugarCRM)
  • 77% of B2B buyers state that their last purchase was very complex or difficult (Gartner)
  • 61% are frustrated with the administrative burden placed on their organization’s sales team, taking employees away from valuable customer-facing activities (SugarCRM)
  • 65% of sales professionals now use a CRM regularly, and around 97% consider sales technology, including CRM systems to be either important or “very important” (LinkedIn)
  • 55% think their current CRM system cannot be customized properly to meet their specific needs, and 58% believe their current system is wasting money (SugarCRM)
  • According to the CRM users surveyed, 58% said that it helped them make decisions faster, 54% said it streamlined operations, and 53% said it created better collaboration between sales, marketing, service and operations (
  • Over half of sales leaders report that their CRM platform is costing potential revenue opportunities (SugarCRM)
  • 43% of professionals reported that their CRM is too complex, unintuitive, and not user-friendly, while over a one-third of respondents indicated frustration over customer data that is incomplete, irrelevant, and inaccurate (SugarCRM)
  • 53% of respondents report that the administrative burdens of their CRM causes friction for their sales team (SugarCRM)

Sales & Lead Generation Statistics

  • 54% of sales leads generated by marketing are deemed to be either poorly qualified or underqualified (SugarCRM)
  • 27% of sales leads are never followed up on, either from lack of confidence in the quality of the leads or not understanding who has ownership (SugarCRM)
  • 58% agreed it was difficult to quantify marketing contribution to revenue (SugarCRM)
  • 87% of B2B marketers say sales lead quality is the most important metric used (Content Marketing Institute)

Sales & Marketing Alignment Statistics

  • 63% say misalignment between sales and marketing teams negatively impacts growth (SugarCRM)
  • Businesses with strong sales and marketing alignment are 67% more effective at closing deals and 58% better at retaining customers—Aligned teams close more and churn less (LinkedIn)
  • The top three seasons sale and marketing leaders believe there a disconnect between departments are incompatible KPIs or incentivized by different goals (72%), systems not integrated or different technology platforms (61%), and poor communication between teams (45%) (SugarCRM)
  • Companies see an average of 19% faster revenue growth and 15% profitability when sales and marketing teams are aligned (SiriusDecisions)
  • Businesses with aligned sales and marketing teams experience a 36% higher customer retention (ZoomInfo)

Sales Artificial Intelligence (AI) Statistics

  • 86% said their organization’s sales team uses AI to augment one or more business processes (SugarCRM)
  • 44% of firms using AI report a reduction in business costs in departments where AI is implemented (McKinsey & Company)
  • 91% say they expect to increase their use of AI technology over the next 24 months to augment their existing processes (49% say a lot, 42% say somewhat) (SugarCRM)
  • Use cases for AI solutions with high adoption include automated emails (44%), account intelligence (40%), conversational AI (36%), lead conversion (33%), and opportunity close prediction (33%) (SugarCRM)
  • 63% of respondents report revenue increases from AI adoption (McKinsey & Company)
  • Sales teams that lean into AI-powered CRM can take advantage of the lead insights and opportunity models that give them a significant competitive advantage (SugarCRM)

Sales Talent Statistics

  • Your sales reps have roughly 5% of a customer’s time during their B2B buying journey. Lack of time with buyers coupled with rapidly shifting buying dynamics, fueled by digital buying behavior, is reshaping the strategic focus of sales organizations (Gartner)
  • The average sales rep spends only 54% of his or her time actually selling (SugarCRM)
  • 24% more sales reps achieve annual sales quota with mobile access to their CRM (Spotio)
  • Contact management (94%), track interactions (88%), and scheduling/reminders (85%) are the most popular CRM features (Software Advice)
  • 26% of CRM users ask for pipeline or funnel monitoring features, as well as automation (22%), customization (18%), and reporting features (17%) (Software Advice)

SugarCRM Platform Statistics

  • SugarCRM customers typically experience a 45% time reduction on data entries and an increase in lead generation by 15% (Nucleus Research)
  • On average, SugarCRM increases sales rep productivity by 15% (Nucleus Research)
Last Updated: August 2024