What CRM research tells us about selecting a CRM (2020 CRM report)

Software Path

What should you expect when selecting a CRM?

Finding the right system can be a difficult process. You need to consider the cost of the CRM, who’ll be using it, the hosting method, what you want to gain from implementing, and more.

That’s why we’ve gathered and analyzed data from 512 selection projects active in the last year in our 2020 CRM report. We’ve spoken to project stakeholders to find out the average cost per user, project timeframes, and hosting methods. Our CRM research provides a comprehensive overview of what selecting software looks like in 2020.

Here is a summary of some of our key findings:

1. The average budget per user for CRM software is $1,875.

The most common question asked about CRM has to be: how much does CRM cost?

Well, according to our recent CRM research, you can expect to pay $1,875 on each user of your system. This figure is the projected total cost per user over a five year period. 

This works out at approximately $375 per user per year or $31 per month per user.

2. On average, 42.59% of employees use a company's CRM system.

According to our CRM report, almost half of a company’s employees use their CRM system on average.

This figure varies more significantly when broken down by company size. The findings show that businesses with less than 50 employees have a much higher percentage of employees using their CRM system. In contrast to this, companies with over 250 employees only had 10.35% of their employees using their CRM system.


From this data, a company with 30 employees would expect to have approximately 18 CRM users in their business. According to our CRM pricing data, they can expect to spend $558 per month or $6,696 per year for their system.

For comparison, a company with 300 employees would have approximately 30 CRM users. The cost of their CRM per month would amount of $930 per month or $11,160 per year for their system.

3. On average, companies spend 11 weeks selecting CRM.

The time frame for selecting a CRM is only 11 weeks on average.

The time taken to select a system increases as the company size grows. Companies with more than 250 employees take over double the amount of time when selecting a system compared to businesses with less than 50 employees.


Read more interesting statistics and read the latest CRM research by downloading the full Software Path 2020 CRM Software Project Report.

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