RESOURCES Insights into CRM Sales Tools: Key Statistics to Guide Your Sales Strategy in 2023

Insights into CRM Sales Tools: Key Statistics to Guide Your Sales Strategy in 2023

29 min
Updated: November 3, 2023
Updated: November 3, 2023
Insights into CRM Sales Tools: Key Statistics to Guide Your Sales Strategy in 2023


Customer Relationship Management (CRM) systems are invaluable tools for enhancing customer relationships, improving team collaboration, and boosting sales.
We present the findings of our research, which combines comprehensive market research with our survey focused on CRM sales tools. We surveyed 1000 Bitrix24 CRM users to gain a deeper understanding of the CRM sales tools’ role in businesses.
Our aim was to analyze the development of the CRM sales software market, understand its impact on businesses and industries, and gather firsthand insights from users. Through the survey, we explored various aspects such as the influence of market trends, the types of CRM tools used, the impact on sales performance, and industry applications. By integrating these survey results with insights from esteemed sources like IBM, Accenture, Gartner, and more, we provide a comprehensive overview of the CRM sales software market, highlighting trends, predictions, and valuable user perspectives.

In the article, we highlight those topics:
  • Development and analysis of the CRM sales tools market in the USA;
  • The Role of AI and mobile technology in the Industry;
  • The use of CRM for both B2B and B2C sales;
  • Security and privacy concerns;
  • CRM sales tools for small-medium enterprises (SMEs).
Without further ado, let's move on to the results

Key statistics:

  • Properly implemented CRM software systems can deliver an ROI of over 245%;
  • The global CRM market was valued at $58.82 billion in 2022 and is expected to reach $113.22 billion by 2027, at a 10.16% CAGR;
  • 79% of companies will be using AI-driven CRM solutions by the end of 2023;
  • The sales win rate can increase by 55% after integrating social media with CRM tools;
  • The e-commerce industry demonstrates the highest adoption rate of CRM tools at 24.7% compared to other industries;
  • 80.1% of CRM users are concerned about privacy and security;
  • The CRM and sales tools market in the USA is to grow at a CAGR of 14.9% from 2020 to 2027;
  • 56.4% of CRM users saw an increased sales productivity after implementing CRM sales tools;
  • Companies using advanced lead and opportunity management CRM sales tools achieved a higher win conversion rate of 63%;
  • 91% of businesses with more than 10 employees are using CRM software, while 50% of companies with less than 10 employees have also embraced CRM systems;
  • 50% of users identify ease of use as the main factor to successful CRM solutions.

We’ve seen a shift towards data analysis and a customer-centric approach for quite some time. However, COVID-19, digitalization, and ever-rising competition made this major trend even more obvious. One more thing to mention, the pandemic and the soon-to-follow Russia-Ukraine war led to an economic downturn and a decline in purchasing power.
  • In 2022, 40%+ of grocery store shoppers switched to lower-priced, private-label brands;
  • 35% of merchants experienced shrinking average cart sizes;
  • 50% reported reduced site traffic and lower conversion rates (Shopify).
Market trends analysis
Now, the focus on efficient teamwork and customer satisfaction is more important than ever. Unexpected is the new normal and the only way is to adapt.

Market trends

  1. Personalization. People are getting more and more demanding when it comes to personalization. This trend drives the demand for CRM tools that can effectively gather, analyze, and utilize customer data to deliver personalized interactions, leading to improved customer satisfaction and increased sales;
  2. AI and Automation. AI revolutionizes all industries and set a high bar. The integration of AI and automation technologies in CRM sales tools change the way businesses engage with customers. AI and automation have improved efficiency, accuracy, and sales effectiveness through predictive lead scoring, chatbots like ChatGPT, virtual assistants, and process automation. There is an increasing trend of adopting AI and automation to improve customer experiences and boost sales;
  3. Omnichannel. Omnichannel is a strategy that aims to provide a seamless and consistent customer experience across multiple channels, both online and offline. It involves integrating different channels such as websites, mobile apps, social media, physical stores, and call centers, allowing customers to interact and transition between channels effortlessly;
  4. Data-driven insights. All 3 trends mentioned earlier prove how important data analysis is. The primary issue with the data lies in their quality processing and the generation of profound insights from them;
  5. Increased Focus on Customer Data Privacy and Security. The increased focus on it is a response to growing concerns over data breaches and privacy violations. Stricter regulations and customer demand for the protection of their personal information drive this trend as businesses strive to establish trust and maintain a positive reputation by prioritizing the security of customer data. It’s been shown, 41% of executives are actively addressing cybersecurity risks throughout their organizations, while only 31% are prioritizing data privacy measures (McKinsey);
  6. Focus on sales teams experience. This trend is a result of the realization that exceptional customer service plays a crucial role in attracting and retaining customers. 60%+ purchase from specific brands because of excellent customer service.
"If your business does not care for its people, your customers will interact with disengaged, unhappy employees, and disengagement and unhappiness is what they will remember about the experience." – Ian Golding, Certified Customer Experience Professional (CCXP), author of “Customer what? The honest and practical guide to customer experience”
Our study shows that 81,9% of the respondents, acknowledged the impact of market trends on the development of sales CRM software and tools. 49.1% of them noted the impact is significant.

Market trends on CRM Development

Customer experience and personalization

Trends show how important customer experience (CX) has become for businesses across various industries. The rise of digital technologies and social media has empowered customers, giving them more choices and a louder voice to share their experiences. Customers today have higher expectations when it comes to their interactions with businesses. They seek personalized experiences, seamless interactions across multiple channels, and quick resolutions to their issues. Furthermore, with the increasing availability of data and analytics tools with sales CRM software and AIs, businesses now have the means to gain deep insights into customer behavior and preferences.
Businesses prioritizing CX, and investing in strategies, processes, and technologies can stand out, foster loyalty, and gain a competitive edge in the market.
  • 41% of businesses report they are now using a customer data platform to activate real-time data;
  • Only 14% of companies measure the ROI of customer experience;
  • 55,5% of companies prioritize customer experience improvement and personalization;
  • 94% of customers say that good customer service makes them more likely to become repetitive buyers (Salesforce);
  • Even among leading organizations, almost two-thirds (2/3) admit they do not excel in designing ‘wow’ experiences;
  • Trough 2019 to 2021 CX management’s main focus was quantifying customer experience ROI (Pointillist).
Customer experience and personalization
“Data is table stakes now. I mean, you can’t sell without data” – Matt Heinz, President, Heinz Marketing

Analyzing data on current customer experiences and data utilization reveals the importance for companies to optimize their processes, from team collaboration to marketing and sales. Customer relationship management implementation is a transformative and necessary step for businesses, providing a platform to centralize customer data and optimize processes.

However, it is crucial to effectively leverage data within CRM systems and educate employees on the capabilities of CRM solutions. Properly implemented best sales CRM softwar systems have the potential to yield a return on investment (ROI) exceeding 245%, as reported by IBM. By doing so, companies can gain valuable insights and make informed decisions to enhance overall performance and boost sales and loyalty.

Analyzing the Evolution and Impact of CRM Sales Tools

CRM systems are advancing rapidly, as businesses embrace new technologies and embrace emerging trends to cater to the demands of organizations and their workforce. While some CRMs are tailored to specific industries, others offer a diverse range of tools for various purposes, such as sales, customer support, marketing, and team collaboration. It’s been repeatedly shown that best sales CRM software can improve team productivity, CX and increase revenue. Here we will primarily focus on sales tools, but we'll also take a brief overview of the CRM market to provide a more comprehensive picture.
  • 43% of CRM users only use less than half the features of their CRM system. (Finances Online)
  • The most common types of CRM tools for sales are contact management, lead management, opportunity management, and sales forecasting. (Gartner)
  • 64% of CRM users say their CRM system is easy to use, while 25% rated it as difficult. (Capterra)
  • 55% of CRM users consider ease of use as the most critical aspect of effective CRM (Salesforce)
Data about the assessment of CRM of it's users

The Role of Artificial Intelligence (ChatGPT, for example) in CRM Sales Tools

Artificial Intelligence (AI) plays a pivotal role in transforming CRM sales tools by providing advanced capabilities like intelligent lead scoring, personalized recommendations, and automated customer interactions. Machine learning, generative AI, and other types of AI provide a completely new way to work with data, processes, content creation, and much more.
In our study, 79.1% of CRM users think AI in CRM sales tools is important, and 40.1% mention that AI is extremely important.

The Role of Artificial Intelligence (ChatGPT, for example) in CRM Sales Tools
  • The integration of AI and automation with CRM solution was projected to contribute to revenue growth of $1.1 trillion in 2021 (Accenture);
  • 79% of organizations will be using AI-driven CRM solutions in 2023 (Salesforce);
  • The global market for AI in retail is expected to be worth $19.57 billion by 2028, with a compound annual growth rate of 30% between 2022 and 2028 (SkyQuestt);
  • 80% of all interactions will occur in digital channels by 2025 (Gartner);
  • 30% of outbound messages from large organizations will be synthetically generated by 2025. (Gartner);
  • AI identification of emotions will influence 30% of the messaging a buyer receives by 2025. (Gartner);
  • Nearly 80% of business leaders say that personalized experiences lead to increased consumer spending, with an average boost of 34%;
  • 62% of consumers state that brands will lose their loyalty if a company fails to deliver personalized experiences, marking a notable 45% increase from 2021 (Segment);
  • 40% of businesses prioritize customer experience as their primary driver for adopting artificial intelligence (Gartner)
  • 39% of companies leveraging AI report that it frees up employee time, allowing them to focus on higher-value tasks (IBM Global AI Adoption Index 2022);
  • According to McKinsey, personalization efforts can drive 5-15% increases in revenue and 15-30% increases in marketing spend efficiency (McKinsey);
  • Selzy survey showed 33.9% of their users find AI-powered personalized content and newsletters the most valuable feature (Selzy).
The impact of integration artificial intelligence
AI can help sales professionals better understand customer needs and preferences, and improve the sales process through more effective lead generation and conversion. (AI Bees).
Bitrix24's CRM, for example, includes AI-driven sales intelligence features that provide predictive lead scoring, sales forecasting, and customer behavior analysis, chatbots that can handle automated customer interactions, AI-powered email marketing tools, workflow automation tools, and others.
The undeniable impact of AI is felt across various industries, and its potential in sales and marketing is particularly significant. With the projection of 79% of companies utilizing AI-powered CRMs in 2023, it becomes evident that embracing this technology is crucial for staying competitive in the market.

Analyzing the Impact of Mobile CRM Sales Tools on Business Operations

Mobile CRM sales tools have had a significant impact on business operations. As mobile usage continues to grow and people become less tied to their desktops and workplaces after the COVID-19 pandemic. These tools enable businesses to stay productive on the go. CRM companies, including Bitrix24, Salesforce, and HubSpot, offer mobile CRM apps that allow customers to access and manage their CRM data, including contacts, deals, tasks, and communication, from any location, providing a seamless and efficient customer relationship management experience.
  • The mobile CRM market was valued at $26.2 billion in 2022 and is projected to reach $52.4 billion by 2029, with a CAGR of 10.4%. The US market holds a share of 25.7% (FMI);Mobile CRM Market Growth Chart
  • Companies can gain an extra 240 hours of work annually when employees utilize mobile devices for work-related purposes (Fliplet);
  • More than 80% of salespeople are now using mobile devices to access CRM applications (Salesforce);
  • Companies using mobile CRM drive a 15% increase in productivity;
  • Mobile CRM software has been shown to boost sales by 87%;
  • 65% of companies using mobile CRM achieved their sales targets compared to 22% of companies who don’t. (SuperOffice)
  • 50% of teams improved their productivity by using a mobile CRM (Forrester);
  • Productivity for sales reps increases by 26.4% when adding social networking and mobile access to CRM applications (Nucleus Research);
  • 65% of sales reps who use mobile CRM achieve their sales quotas, compared to reps who do not (Innovative Management Solutions).
Mobile CRM Sales Tools on Business Operations
 Mobile CRM sales tools further enhance the efficiency of CRM processes, especially when working in tandem with AI.

Integrating Social Media with CRM Sales Tools

Social media infiltrating every part of our lives. There are 5.18 billion Internet users and 4.8 of them are on social media (Statista). Social media is taking over, now it’s the second most popular method for global consumers to search for products. Social commerce sales in the United States are projected to double from their 2020 figures, reaching over $56 billion in 2023. The global sales are expected to surpass the trillion-dollar mark in 2023 and reach $2 trillion by 2025.
Nearly one-third of businesses plan to increase social media marketing to drive growth in their sales pipeline as positive brand experiences on social platforms lead to a 78% increase in consumer willingness to buy, a 77% preference over competitors, and a 72% tendency to spend more. (Shopify)
Bitrix24 and other  customer relationship management systems integrate social media with CRM sales tools, enabling a more dynamic sales pipeline by allowing users to monitor social media interactions, capture leads, and engage with prospects and customers directly within the CRM platform.
Integration SMM with CRM Sales Tools
  • About 90% of top-performing salespeople now use social media as part of their sales strategy;
  • Integrating social media with CRM can increase the sales win rate by 55%;
  • 59% of customers expect a response within 60 minutes on social media which means automation is crucial. Sales automation through CRM not only streamlines response times on social media but also efficiently manages the transition of leads into the sales pipeline, ensuring no opportunity is missed;
  • Integrating social media with CRM sales tools can improve customer engagement and awareness, with 71% of small and medium-sized enterprises (SMEs) using social media for this purpose, enabling marketing teams to have a better understanding and management of the sales pipeline. (Convince & Convert).

CRM Sales Tools for B2B vs B2C Sales

B2C CRM systems are used to manage customer data and facilitate personalized interactions between businesses and individual customers, while B2B CRM systems are designed to handle larger, more complex deals and relationships between businesses, often involving a multifaceted sales pipeline. Both types of CRM systems aim to enhance customer engagement, streamline sales pipeline processes, and increase revenue, but they differ in their approach and functionalities.
  • B2B companies make up 55% of CRM users, and B2C companies – over 60% (note: in this research, participants could choose multiple segments) (Zippia);
  • 43% of B2B buyers prefer rep-free experiences;
  • B2B buyers spend only 24% of their buying time meeting with potential suppliers (Gartner).

Sales automation in B2B CRM systems significantly reduces the time spent on manual tasks, allowing for more time to be dedicated to nurturing relationships and managing the sales pipeline.

CRM Sales Tools for B2B vs B2C Sales

Exploring the Use of CRM Sales Tools in the E-commerce

The commerce market underwent a significant transformation during the pandemic. With supply chain disruptions and the shift to online platforms, loyalty, and customer retention emerged as even greater challenges than before COVID-19. All those changes require businesses to adopt innovative strategies and optimize their business processes through CRM sales tools to navigate the evolving landscape successfully.
Growth table Total addressable Market (TAM)
  • The U.S. e-commerce market's total addressable market (TAM) has grown to 7 billion in 2022, up from 6.7 billion in 2021 (Semrush);
  • COVID boosted the already fast-growing e-commerce market. E-tailers saw 73% more traffic from 2019 up to 2022 (Semrush);
  • E-commerce has the highest rate (24.7%) of CRM tools usage among all industries, empowering customer service teams with the necessary tools to manage the sales pipeline and ensure customer satisfaction. (Grand view research);
  • 80% of consumers say it's important for brands to deliver personalized experiences;
  • 60.5% of respondents reported an increase in development efforts for their loyalty strategy during the pandemic (Antavo);
  • 22.8% of the total marketing budget is dedicated to customer loyalty program management and CRM (Antavo);
  • 76.2% of respondents with existing or upcoming loyalty programs expressed a desire to equip marketing teams with the necessary tools and processes to reduce dependence on IT teams (Antavo).
  • 37% of brands exclusively utilize first-party data to personalize customer experiences, representing a 6% point increase compared to 2021 (Segment);
CRM Sales Tools in the E-commerce

The pace of e-commerce market growth is slowing down, and relying solely on overall market expansion may no longer be sufficient for driving growth. To thrive in a maturing market, businesses should prioritize winning a larger market share by refining their sales pipeline strategies and implementing best sales CRM tools.

Security and Privacy Concerns in CRM Sales Tools

In the past half a decade, data privacy and cybersecurity have emerged as major concerns across industries. Governments have been tightening privacy regulations, while individuals are increasingly wary of their data being collected without their knowledge. Even the best sales CRM software is not exempt from this issue.
  • Our survey revealed that 80.1% are concerned about privacy and security in CRM, particularly when it involves sales pipeline data. 46% of them are extremely concerned;
  • 53% of business leaders report investing in better technology to manage customer data, in response to government and private company data privacy changes (Segment);
  • 60% of consumers say trustworthiness and transparency are the most important traits of a brand, dominating all other traits, up from 55% in 2021 (Segment);
  • 63% of consumers say they are fine with personalization as long as brands are using their own data and not purchased data (Segment);
  • The average cost of a data breach was USD 4.35 million in 2022, with a 2,6% increase from last year, and a 12.7% climb in 2020 (IBM);
  • 22% of small businesses say security concerns are a barrier to adopting CRM;
  • Privacy remains a measure concern as 46% of consumers think they don’t have adequate control over their data. An increased focus on compliance with privacy regulations like GDPR is likely to be seen in the CRM industry, urging marketing teams to ensure the secure handling of sales pipeline data. (Cisco);
Security and Privacy Concerns in CRM Sales Tools

The Future of CRM Sales Tools: Predictions and Trends.

  • The landscape of CRM sales tools is continually evolving, driven by advancements in technology and changing customer expectations;
  • Marketing technology spending will reach $145.3 billion in 2023, with a focus on AI, hyper-automation, and virtual experiences (Gartner);
  • Future trends in CRM sales tools include the increasing integration of AI and automation, the use of natural language processing and voice recognition, and the continued focus on improving the customer experience (Gartner);
  • CRM vendors will increasingly offer more vertical-specific capabilities to cater to specific industries such as insurance, healthcare, and finance (Gartner);
  • By 2026, 50% of B2B buyers will interact with a digital human in a buying cycle. (Gartner). The future salesforce combines humans and machines. Digital humans are meant to handle tasks that humans prefer not to do, such as lead nurturing and managing older or stagnant leads;
  • The digital twin market is forecasted to surpass $150 billion in global revenue by 2030, compared to $9 billion in 2022. The digital twin collects data from personas and conducts tests on sales messaging, sales process, and marketing campaigns, capturing both successful and unsuccessful outcomes. Unlike simulations, digital twins are dynamic, continuously receiving data and updating their insights in real-time as new signals emerge.
The Future of CRM Sales Tools

The global CRM market was valued at USD 58.82 billion in 2022, and it is anticipated to grow by USD 54.4 billion from 2022 to 2027, with a CAGR of 10.16% (Technavio, Grand View Research). The market's upward trajectory is fueled by persistent trends such as hyper-personalization, AI and automation, and robust social media customer service. These factors enable businesses to lower costs, enhance response times, boost customer satisfaction, and drive the adoption of customer relationship management software (CRM) platforms across industries. To unlock the full potential of CRM sales tools, it is essential for businesses to integrate CRM systems correctly, educate teams on how to properly use it, and continuously adapt to a changing landscape.

Development of the CRM Sales Tools market in the USA

The Volume of CRM and Sales Tools in the USA

  • The US CRM and sales tools market is expected to reach $114.4 billion by 2027.
  • The CRM market in the USA was valued at USD 19,07 billion in 2021.
  • 31,6% – marketing and sales automation software market share in the USA
The Volume of CRM and Sales Tools in the USA

Expected market growth in the coming years

The COVID-19 pandemic has driven companies to adopt CRM sales tools to manage remote sales teams and improve digital customer engagement.
  • The revenue of CRM businesses has increased from approximately $14 billion in 2010 to around $69 billion in 2020, which is 393% growth (Statista).
  • Market growth for CRM and sales tools in the USA is forecasted to grow at a CAGR of 14.9% from 2020 to 2027. (
Expected market growth in the coming years

Factors influencing market growth

The growth of the market depends on several factors, including the increasing adoption of CRM by SMEs, the increasing adoption of cloud-based offerings, and the focus on customer engagement.
Factors influencing the CRM market growth
  1. Increasing need for customer-centric sales;
  2. The large volume of data requires an effective CRM system;
  3. Expansion of broadband networks and Internet technologies;
  4. Adoption of cloud-based CRM solutions;
  5. Growing availability of mobile CRM tools;
  6. Growing adoption of CRM tools by small and medium-sized businesses;
  7. Increase in investment in modern equipment and technologies;
  8. Expansion of companies' geographical presence;
  9. Growth of social networks and opportunities for promotion;
  10. Rising demand for marketing tools made on customer insights.

Market breakdown by types of CRM tools for sales

Understanding the preferences and effectiveness of CRM sales tools is vital for businesses aiming to optimize their sales processes. We sought to identify the most commonly used CRM sales tools among CRM customers and evaluate how these tools contribute to driving sales effectiveness.
Security and Privacy in CRM Sales Tools
Results showed:
  • 37,8% of respondents saw improvement in sales productivity since using CRM sales tools, and 18.6% experienced significant improvement.
  • The majority of 30.2% use lead management tools, which are designed to assist businesses in capturing, tracking, and effectively managing leads throughout the sales process.
  • 19.6% leverage contact management tools
  • 15.7% use customer service and support tools that help businesses increase customer retention. Studies show companies with the best customer service experiences have a 17% lower churn rate than their competitors.
  • 7.9% use marketing automation tools. It’s been shown, companies that use marketing automation tools can increase their sales pipeline by an average of 10%.
  • Surprisingly, only 6.6% utilize sales forecasting tools. Sales forecasting tools use historical data, market trends, and other factors to predict future sales performance and help businesses make informed decisions and set realistic sales targets.
  • Other sales tools were used by 6.2% of respondents. Such tools may include sales force automation (SFA) tools which can increase sales productivity by an average of 14.6% and lead-to-opportunity conversion rates by 38.1%.

Market breakdown by size of companies using CRM tools for sales

  • 33% of small businesses use web-based CRM tools in some way.
  • 13% of small companies plan to buy a CRM system.
CRM Sales Tools Adaptation in Small Businesses
  1. Small Businesses
    Small businesses often prioritize cost-effective CRM solutions that are easy to implement and use. They may opt for cloud-based CRM software or subscription-based CRM services that offer essential features such as contact management, lead tracking, and basic sales reporting.
  2. Mid-sized Businesses
    Mid-sized businesses usually require more advanced CRM tools to handle their growing customer base and sales operations. They may opt for CRM software that offers a broader range of functionalities, including lead management, opportunity tracking, sales forecasting, analytics, and integrations with other business systems.
  3. Enterprise-Level Businesses
    CRM platforms offer powerful sales tools tailored to meet specific needs and requirements. Bitrix24 provides a comprehensive suite of sales tools including lead management, sales pipeline tracking, and contact management, making it a versatile choice for businesses. HubSpot's CRM sales tools excel in ease of use and integrate well with its marketing and service hubs, while Salesforce offers advanced features like AI-powered forecasting and customizable dashboards, making it a robust option for larger enterprises with complex sales processes. It is important to consider business requirements and factors like functionality, scalability, and user experience to choose CRM sales tools that align best.
 Data about use of different CRM tools by users

CRM Sales Tools and Sales Team Management

The most popular sales tools for businesses include good CRM software, social prospecting, and email engagement
  • Companies that use the CRM tools report a 23% increase in sales productivity (Nucleus Research);
  • The number of sales reps using a CRM system is set to triple by 2023 (Gartner);
  • 84% of sales organizations are either currently using or planning to use a sales enablement tool (HubSpot);
  • 48% of companies say improving their sales funnel efficiency is a top sales priority;
  • CRM technology can boost sales forecasting accuracy by 42%;
  • 32% of sales reps say they spend more than an hour each day on manual data entry;
  • 29% is how much sales can increase by using CRM software.
 CRM Sales Tools and Sales Team Management

The Impact of CRM Software on Sales Performance

  • Companies that use best sales CRM tools outperform those that do not by 17% (Salesforce);
  • Best sales CRM software helped businesses to increase their lead conversion rates by 30-40%;
  • Companies that implement CRM systems can see sales increase by up to 29%, sales productivity by up to 34%, and sales forecast accuracy by 42%;
  • On average, businesses earn $8.71 for every dollar spent on sales CRM software;
  • Businesses that use the best sales CRM software can reduce their customer acquisition costs;
  • 65% of sales reps say that adopting mobile CRM has increased their sales quotas;
  • Companies that use CRM software can see a 15% increase in revenue.
 The Impact of CRM Software on Sales Performance

Dynamics of CRM Systems: Growth and Adoption in Recent Years

The global customer relationship management market is projected to grow from $63.91 billion in 2022 to $145.79 billion by 2029, at a CAGR of 12.5%
Growth and Adoption of CRM Systems
  • In the last decade, the use of CRM systems has nearly tripled;
  • 97% of enterprise decision-makers reported that their company's digital transformation was sped up as a result of the COVID-19 pandemic (Bitrix24).
Bitrix, for example, experienced a significant increase in its CRM adoption and usage:
  • 18.7% – an average increase of Bitrix24 CRM usage in 2022;
  • The average number of days per user in CRM rose by 3.1% in 2022;
  • 42.3% – an average increase in using Bitrix CRM marketing tools in 2022;
  • There was a 39% increase in email sending using Bitrix in 2022;
  • December 2021 and 2022 witnessed higher usage of business process tools. Simultaneously, customer activity during the holiday season decreased.
Dynamics of the USE of CRM Systems in 2022

The Impact of CRM Sales Tools on Sales Management and Successful Transaction Processing

  • By using CRM sales tools, sales teams can process an average of 77% more clients in a given time frame than before (Salesforce);
  • An average of 65% of transactions are concluded using CRM sales tools, allowing for a more streamlined and efficient sales process (Salesforce);
  • Invoicing with Bitrix CRM increased by an average of 17% over 2022;

    The Impact of CRM Sales Tools on Sales Management and Successful Transaction Processing

  • Successful transaction processing using CRM sales tools averages from 58% to 68% (Salesforce);
  • Сompanies reported an average 54% win rate in their sales cycle when utilizing a  customer relationship management system;
  • Companies with advanced lead and opportunity management in their CRM achieved a higher-win conversion rate of 63% (LinkedIn).
Growth Sales Tools Drive Sales Success and Win Rates

Overview of CRM Sales Tools for Small and Medium-sized Enterprises in the USA

The size of the small and medium-sized business market in the USA

  • The small and medium-sized business (SME) market in the USA was valued at $280 billion in 2018, with a compound annual growth rate of 4.1% between 2019-2026 (Fortune Business Insights);
  • 33.2 million small businesses in the US in 2022. This means that 99.9% of all businesses in the US are small businesses (SBA’s Office of Advocacy);
  • 48% of people shop SMEs for higher-quality items and 45% for personalized service;
  • 77% of consumers are willing to pay more if they get excellent customer service from small businesses;
  • Small companies that fully utilize technology earn 2 times more revenue per employee experience nearly 4 times the revenue growth annually, and were almost 3 times more likely to create jobs in the next year;
  • More than 30% of businesses prioritize CRM platforms over other types of technology (Semrush).
Insights on the SME Market in the US

Trends and growth forecasts of sales CRM software for small and medium-sized businesses

Enterprises are often at the forefront of software and technology adoption. However, the adoption of CRM systems by small and medium-sized enterprises (SMEs) is also gaining significant traction. The increasing usage of CRMs in SMEs highlights that regardless of a company's size or budget, it is crucial to explore best sales CRM software. With various plans and configurations available, including free versions, staying current and competitive has become more accessible than ever. Bitrix24, for instance, offers various subscription plans, including free options and cost-effective paid plans, making it accessible to small businesses with different budgets. It is also designed to accommodate the growth of small businesses, which provides flexibility to scale up or down.
  • 91% of businesses with more than 10 employees now use sales CRM software;
  • 50% of companies with less than 10 employees use CRM systems;
  • 55% of small business owners say that technology manages customer interactions (Grand View Research).
The use of CRM tools in large and small businesses

The most popular CRM sales tools for small businesses in the USA

  • HubSpot;
  • Freshsales;
  • Zoho Corporation;
  • Capsule;
  • Bitrix24;
  • Pipedrive.

The most popular CRM sales tools for small businesses in the USA

Using CRM Sales Tools in Small Businesses by Industry

The industries with the highest adoption rates of CRM sales tools among SMEs include consulting, financial services, and manufacturing. (Capterra)

Our research showed what types of industries companies use CRM sales tools. The top 5 are:
  • Technology – 18.6%
  • Retail – 10.4%
  • Manufacturing – 9.5%
  • Finance – 7.8%
 Industries of companies that use CRM sales tools


The significance of utilizing CRM software, especially CRM sales tools, cannot be overstated. It plays a pivotal role in streamlining sales processes, freeing up employees' time for more valuable tasks, and enhancing the overall customer experience. In an era marked by fierce competition, economic uncertainties, and declining purchasing power, companies must leverage advanced CRMs, especially those incorporating new technologies like AI and aligning with mobile-centric trends. These tools enable businesses to stay ahead of the curve, differentiate themselves, and meet evolving customer expectations. Regardless of industry or company size, mastering the efficient use of CRM is paramount for achieving sustainable growth and remaining competitive in today's dynamic market.

Both market analysis and our data collected from real users confirm that companies from different industries and of different sizes are implementing CRM sales tools, understanding the need for it. Organizations see real improvements in processes, customer satisfaction, and revenue growth after adopting CRM software. There are tons of different CRM tools, so that every company can find something suitable for themselves. The main thing is to understand what you need, and then learn how to use CRM to the maximum. In the upcoming years, it will be fascinating to watch how AI is changing the CRM software market and what new opportunities it will open up, given that AI-powered CRMs already offer an incredible advantage in work optimization and proficient allocation of human resources.

We hope this article gave a better understanding of CRM software capabilities and the significance of utilizing sales CRM software, particularly CRM sales tools, in today's business landscape. We would love to hear your thoughts on the topic. Feel free to share your experiences or any additional knowledge you have. Also, how do you think AI will further influence sales processes through CRM sales tools?
Table of Content
Introduction Key statistics Market trends analysis: How CRM Software can Drive Sales and Help to Deliver Exceptional CX Market trends Customer experience and personalization Analyzing the Evolution and Impact of CRM Sales Tools The Role of Artificial Intelligence (ChatGPT, for example) in CRM Sales Tools Analyzing the Impact of Mobile CRM Sales Tools on Business Operations Integrating Social Media with CRM Sales Tools CRM Sales Tools for B2B vs B2C Sales Exploring the Use of CRM Sales Tools in the E-commerce Security and Privacy Concerns in CRM Sales Tools The Future of CRM Sales Tools: Predictions and Trends. Development of the CRM Sales Tools market in the USA The Volume of CRM and Sales Tools in the USA Expected market growth in the coming years Factors influencing market growth Market breakdown by types of CRM tools for sales Market breakdown by size of companies using CRM tools for sales CRM Sales Tools and Sales Team Management The Impact of CRM Software on Sales Performance Dynamics of CRM Systems: Growth and Adoption in Recent Years The Impact of CRM Sales Tools on Sales Management and Successful Transaction Processing Overview of CRM Sales Tools for Small and Medium-sized Enterprises in the USA The size of the small and medium-sized business market in the USA Trends and growth forecasts of sales CRM software for small and medium-sized businesses The most popular CRM sales tools for small businesses in the USA Using CRM Sales Tools in Small Businesses by Industry Summary