Forrester Data Shows High CRM Adoption But Low Satisfaction
Forrester, Tuesday, August 15,2023
Every year, our clients at Forrester ask us about trends in customer relationship management (CRM) adoption. To help us answer these questions, Forrester fielded a survey to ask CRM decision-makers around the world about different aspects of their company's overall CRM strategy.
You can find all our insights in our report, Customer Relationship Management Market Insights, 2023.
Here are some key takeaways:
> CRM is widely adopted. Seventy percent of surveyed organizations have adopted CRM for customer service, 64% have adopted CRM for B2B marketing automation and SFA, and 62% have adopted CRM for field service.
> Some industries have strong CRM adoption. For example, 71% of manufacturers have adopted CRM and 75% of business services firms have adopted CRM, yet adoption varies across industries.
> Organizational spending for CRM is on the rise. Fifty-seven percent of surveyed organizations indicate that spending on CRM will increase in the next 12 months...