CRM Software Users Rate Their Biggest Challenges

August 21, 2014

SoftwareAdvice-CRM-User-Challenges-Aug2014Most CRM users are satisfied with their product and about three-quarters feel that it has improved access to customer data, finds Software Advice in a new survey. A majority of users also feel that their system has delivered when it comes to improved relationship management, interaction tracking and lead management. But, as the study results attest, CRM users also face a number of key challenges with their systems.

Chief among those are:

  • System customization, a major (27%) or moderate (29%) challenge for a majority of users;
  • End-user adoption of the system, a major (24%) or moderate (34%) challenge for almost 6 in 10; and
  • Importing existing data, a major (21%) or moderate (36%) challenge for a similar number.

By comparison, fewer are bothered by security or privacy issues, instability/bugs/latency, or deficient functionality. (See here for more Software Advice data on the CRM software features most requested by buyers.)

Separately, the study indicates that 8 in 10 CRM users are accessing their system from multiple devices, including half that are using more than 2. Laptops (86%) are the most commonly used devices, followed by desktops (76%), smartphones (48%) and tablets (45%).

Last year, the global CRM software market grew by 13.7% to surpass $20 billion, according to Gartner.

About the Data: Software Advice conducted an online survey of 304 customer relationship management (CRM) software users representing businesses across a range of industries and sizes. Most (67 percent) respondents represented smaller businesses of 100 or fewer employees. Another 18 percent represented midsize businesses with between 101 and 500 employees, leaving 15 percent of respondents who represented larger businesses.

Survey respondents represented businesses from a wide spectrum of industries, with manufacturing (21%), technology (14%) and real estate (11%) being the most common.

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