Gitnux/Report 2026

CRM Automobile Industry Statistics

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CRM Automobile Industry Statistics
Samuel NorbergWritten by Samuel Norberg·Fact-checked by Maya Johansson
Published
How this report is researched
01Editorial Scope

Gitnux editors write the brief first: the topic, the inclusion rules, and the frame for what belongs.

02Source Research

Agents search the published record and log every extracted figure back to the passage it came from.

Read our full methodology →

Search agents attach provenance to every extracted figure.

Next review: within 31 days

01 Industry overview

The crm automobile industry at a glance

The global automotive CRM software market was valued at $2.15 billion in 2025 and is projected to reach $3.81 billion by 2032, reflecting continued dealership digitization and AI adoption.

$2.15B[64]
Market size, 2025
8.5%[64]
Forecast CAGR, 2025–2032
39.55%[64]
North America share, 2025
35%[5]
EU motor-trade CRM adoption, 2025
Market size
The global automotive CRM software market was valued at $2.15 billion in 2025. PW Consulting projects revenue of $3.81 billion by 2032.[64]
Forecast & CAGR
The market is projected to grow at an 8.5% compound annual growth rate from 2025 to 2032. Growth is linked to direct-to-consumer sales models, unified customer records and integration with dealer-management systems.[64]
Market share & regions
North America accounted for an estimated 39.55% of the global automotive CRM software market in 2025, followed by Europe at 28.34% and Asia Pacific at 22.14%. In the EU, 35% of enterprises in wholesale and retail trade and motor-vehicle repair reported using CRM software in 2025.[64][5]
Segmentation
Automotive CRM software is commonly segmented by cloud-based and on-premise deployment, and by applications including sales and marketing management, customer service, dealer performance monitoring and inventory management. Dealer systems increasingly combine CRM with service, finance and inventory workflows.[65][64]
Key players & concentration
Major automotive CRM and dealer-platform vendors include Cox Automotive brands such as VinSolutions, CDK Global, Reynolds and Reynolds, DealerSocket, DriveCentric, Fullpath, Salesforce and Tekion. Cox Automotive reported that VinSolutions draws on more than 2.3 billion online interactions annually, indicating the scale of data advantages held by large platform providers.[2][40]
Trends, drivers & challenges
AI is becoming a core CRM feature: 82% of dealerships surveyed by Cox Automotive reported using AI in some form in 2026, while 40% cited customer follow-up as an AI use case. Key challenges include fragmented data, data-quality problems, integration with dealer-management systems and the need to govern automated customer communications.[2]
Consumer behavior & competition
Cox Automotive’s 2025 Car Buyer Journey Study found that 53% of buyers completed all required steps in person at the dealership, while mostly digital buyers reported the highest satisfaction. Dealership CRM competition is consequently shifting toward unified online-offline journeys, automated follow-up and AI-assisted engagement.[2][40]
M&A
M&A activity accelerated in 2026: Cox Automotive announced an agreement to acquire 100% of Fullpath on April 23, 2026, combining Fullpath’s AI-powered customer data platform with Cox’s automotive marketplace and dealer technology assets. PureCars also announced the acquisition of AutoAlert on April 13, 2026, combining advertising, data-mining and CRM capabilities.[66][67]
Regulation
In the United States, automotive dealers handling customer financial information are subject to the FTC’s Safeguards Rule, which requires covered businesses to maintain an information-security program. FTC guidance addresses whether dealers may share customer lists, names, addresses and VIN-linked records with manufacturers and other parties.[68]
Latest news
The latest major development is the 2026 consolidation of automotive CRM, customer-data-platform and AI capabilities. Cox Automotive’s planned Fullpath acquisition and the Cars Commerce–Salesforce–Del Grande Dealer Group collaboration on DealerCloud both target agentic, data-connected CRM workflows for dealerships.[66][69]

02 Ranking

Top 10 Companies in the Crm Automobile Industry

The leading companies in the crm automobile industry, ranked on market impact, performance, momentum, innovation and brand popularity.

Updated November 11, 2026 · Next review December 11, 2026

Verdict

Microsoft and Oracle are tied at the top of Gitnux's 2026 crm automobile ranking with an Overall score of 9.7 each.

Ranked by Overall score · How we score ↓

Editor's top 3 picks

Where to start, by need.

  1. #1 Overall · Leader in enterprise automotive CRM

    Microsoft

    US

    Ranked #1 · 9.7 · Enterprise automotive CRM

    Why we picked it: It targets automotive CRM via Dynamics 365, with R&D at 12% of revenue.

    See in ranking ↓Visit microsoft.com ↗

  2. #2 overall

    Oracle

    US

    Ranked #2 · 9.7 · Enterprise automotive CRM

    Why we picked it: It targets enterprise automotive CRM, backed by 17% revenue growth.

    See in ranking ↓Visit oracle.com ↗

  3. Leader in dealership CRM platforms

    HubSpot

    US

    Ranked #5 · 9.0 · Dealership CRM platforms

    Why we picked it: It positions Smart CRM for dealerships and automotive businesses, with 19% revenue growth.

    See in ranking ↓Visit hubspot.com ↗

Pick 1 is the #1 company overall. Pick 2 is the highest-ranked company in the top 5 that adds a new segment; no further segment places in the top 5, so pick 3 follows rank.

Full ranking

Sort by
Top 10 companies in the crm automobile industry, 2026 – Gitnux ranking
#CompanyOverall ↓Company snapshot
1

Microsoft

Enterprise automotive CRM · US

9.7
2

Oracle

Enterprise automotive CRM · US

9.7
3

Salesforce

Enterprise automotive CRM · US

9.4
4

SAP

Enterprise automotive CRM · DE

9.3
5

HubSpot

Dealership CRM platforms · US

9.0
6

Cox Automotive

Dealer CRM, retail and automotive data solutions · US

8.9
7

Tekion

Cloud dealership platform with integrated CRM · US

8.8
8

DriveCentric

AI engagement CRM for automotive dealerships · US

8.7
9

Solera

Automotive dealership CRM and vehicle lifecycle software · US

7.9
10

CDK Global

Dealer CRM and integrated automotive retail software · US

7.7

How we score

  • Impact (30%): scale and weight in the market (revenue, market share, employees, market position).
  • Performance (20%): recent revenue growth and operating margin; an analyst assessment where a company does not publish them.
  • Momentum (20%): growth trajectory and future potential.
  • Innovation (15%): R&D intensity and how technologically advanced the company is.

Popularity (brand search demand, 15%) counts toward Overall but is not published as a column. Overall leaves out what is not known.

Scale Scores are shown on a 7–10 scale with one decimal; bars start at 7.0.

Cadence Recalculated when new figures are published; next review December 11, 2026.

Independence. Rankings are editorially independent. Scores, ranks, picks and the verdict follow the method above; no company can pay to change them.

Cite this ranking

APA

Samuel Norberg. (2026, November 11). Top 10 companies in the crm automobile industry. In CRM Automobile Industry Statistics. Gitnux. https://gitnux.org/crm-automobile-industry-statistics/#top-companies

report visual · Comparison

Revenue of the largest crm automobile companies

Microsoft leads with $281.7B in annual revenue (group level, converted to USD).

Microsoft$281.7B
Oracle$57.4B
Salesforce$41.5B
SAP$39.7B
HubSpot$3.1B
source-verifiedmicrosoft.com · investor.oracle.com · investor.salesforce.com · sap.com · ir.hubspot.com2026

04 Statistics

Technology & Innovation

AI is a dominant implementation theme: 82% of dealerships surveyed by Cox Automotive reported using AI in some form in 2026.

AI in the crm automobile industry

  • 64% of automotive organizations were using or planning to use AI assistants for purchasing, service and support activities, according to Capgemini’s research.[1]
  • 15% of automotive dealers in Cox Automotive’s 2024 study were already using generative AI to produce salesperson-approved customer communications.[2]
  • 40% of U.S. car dealers using AI said they use it to coordinate customer follow-up in the second quarter of 2026.[2]
  • 63% of U.S. vehicle shoppers intending to buy within 12 months said they would definitely or probably use AI during their next purchase in the second quarter of 2026.[2]
  • 40% of U.S. car dealers using AI said they use it to automate routine and complex tasks in the second quarter of 2026.[2]
  • 29% of automotive dealers in Cox Automotive’s 2024 study were already using chatbots with 24/7 response capabilities.[2]

Automation in the crm automobile industry

  • 21% of automotive executives expect customer service to remain primarily a support function three years after the survey, according to Capgemini.[1]
  • 40% of U.S. car dealers using AI reported using it to automate routine and complex tasks in the second quarter of 2026.[2]
  • 33% of automotive executives currently viewed customer service as a driver of customer loyalty, according to Capgemini’s survey.[1]
  • 14% of automotive dealers in Cox Automotive’s 2024 study were already using automated offers based on shopper behavior and indicators.[2]
  • 63% of automotive executives described customer service primarily as a support function in Capgemini’s current-state survey.[1]
  • 45% of automotive executives expect customer service to become a driver of customer loyalty within three years, according to Capgemini’s survey.[1]

Digital Transformation in the software and IT services sector (sector benchmark)

  • 34% of surveyed organizations globally identified replacing or upgrading legacy technology as a top digital-transformation goal in 2024.[3]
  • 75% of digital leaders globally planned to increase AI-related business expenditure in 2024.[3]
  • 54.8% of surveyed organizations reported having a chief digital officer or another executive responsible for digital transformation.[4]
  • 45% of North American technology and business decision-makers planned to adopt AI and machine learning to improve business within 12 to 24 months.[3]
  • 72% of digital leaders globally expected to increase technology spending in 2024, compared with 50% of digital laggards, according to a survey of 855 technology and business decision-makers.[3]

Technology Adoption in the software and IT services sector (sector benchmark)

  • 67.6% of IT services were delivered through cloud infrastructure among surveyed organizations in 2024.[4]
  • 57.7% of surveyed organizations reported having a chief information security officer or equivalent in 2024.[4]
  • 51.8% of surveyed organizations reported that AI solutions were somewhat or extremely rare in 2024.[4]
  • More than 50% of surveyed global IT decision-makers were exploring AI use cases or piloting AI technologies in 2024.[3]

Cloud Computing in the software and IT services sector (sector benchmark)

  • 71.5% of EU enterprises using paid cloud services used them for file storage in 2025.[5]
  • 26.1% of EU enterprises using paid cloud services used computing platforms for application development, testing or deployment in 2025.[5]
  • 52.7% of EU enterprises with at least 10 employees used paid cloud-computing services in 2025.[5]
  • 85.2% of EU enterprises using paid cloud services used them for email in 2025.[5]
  • 71.7% of EU enterprises using paid cloud services used them for office software in 2025.[5]
  • 65.5% of EU enterprises using paid cloud services used them for security software applications in 2025.[5]

Big Data in the software and IT services sector (sector benchmark)

  • 14% of enterprises with at least 10 employees across the OECD used big-data analytics on average, based on 2022 data or the latest available year.[6]
  • 40% was the highest reported enterprise adoption rate for big-data analytics across OECD countries in the latest available data through 2023.[6]
  • Big-data analytics adoption averaged 14% among OECD enterprises with at least 10 employees, compared with 49% for cloud computing in the latest comparable data.[6]

05 Statistics

Data & Analytics

Data sourcing and governance remain constraints, with 81% of dealers obtaining customer and lead data from vendors or partners in the 2024 study.

Business intelligence in the crm automobile industry

  • 15% of dealers received customer and lead data from OEMs in the Cox Automotive 2024 study.[2]
  • 25% of dealers collected customer and lead data in-house in the Cox Automotive 2024 study.[2]
  • 65% of dealers obtained dealership-operational data from vendors or partners in the Cox Automotive 2024 study.[2]
  • 81% of dealers obtained customer and lead data from vendors or partners, according to Cox Automotive’s 2024 study.[2]
  • More than 80% of dealers used dashboard or reporting tools developed by vendors, partners or dealership staff.[2]
  • 80% of dealers obtained vehicle-valuation data from vendors or partners in the Cox Automotive 2024 study.[2]

Data analytics in the crm automobile industry

  • 45% of dealers had dedicated dealership staff for data analysis in the Cox Automotive executive-summary study.[2]
  • 24% of dealers relied on other arrangements for data analysis in the Cox Automotive executive-summary study.[2]
  • 393 franchise dealers participated in Cox Automotive’s 2024 Power of Data study.[2]
  • 10% of surveyed consumers said they would entrust automakers with their private data in Gartner’s 2023 automotive view.[7]
  • 31% of dealers relied on vendor or partner staff for data analysis in the Cox Automotive executive-summary study.[2]
  • 191 dealership-management, sales and service employees participated in Cox Automotive’s 2024 Power of Data study.[2]

Data Quality in the software and IT services sector (sector benchmark)

  • In 2025, 43% of organizations globally rated their data excellent for quality and completeness, across surveyed technology and business organizations.[8]
  • In 2024, 95% of enterprise data leaders and practitioners reported a data-quality issue with a direct impact on business outcomes, across companies with at least $1 billion in revenue.[9]
  • In 2025, 46% of organizations globally said they were fully confident in their data quality, across surveyed technology and business organizations.[8]
  • In 2025, 34% of organizations globally rated their data excellent for relevance and suitability, across surveyed technology and business organizations.[8]
  • In 2025, 35% of organizations globally rated their data excellent for consistency and standardization, across surveyed technology and business organizations.[8]
  • In 2025, 46% of organizations globally rated their data excellent for accuracy and integrity, across surveyed technology and business organizations.[8]

Data Governance in the software and IT services sector (sector benchmark)

  • In 2024, 35% of U.S. technology executives prioritized data governance among their data-management areas for the next 12 months.[10]
  • In 2026, 76% of global data leaders said their company’s AI governance did not completely keep pace with employee use of AI technology.[11]
  • In 2024, 18.3% of organizations reported having a data-governance or catalog solution as part of their governance program, according to a global governance study.[11]
  • In 2024, 61% of supply-management organizations reported having a dedicated data-governance function, based on an Institute for Supply Management survey.[12]
  • In 2024, 81.7% of organizations reported having no data-governance or catalog solution as part of their governance program, according to a global governance study.[11]
  • In 2024, 32% of global technology leaders prioritized data governance among their data-management areas for the next 12 months.[10]

KPIs in the crm automobile industry

  • U.S. customer return-to-market volume increased 4% year over year in 2024, according to S&P Global Mobility.[13]
  • Automotive brands recorded an average consumer Net Promoter Score of 2 in 2024, versus executives’ estimate of 14.[1]
  • 41% of automotive organizations had committed to customer experience as a C-level priority, but mainly within specific functions.[1]
  • Only 18% of automotive organizations reported having a coherent customer-experience strategy in 2024.[1]
  • Vehicle owners recorded an average Net Promoter Score of 1, while vehicle users who were not owners recorded 5 in 2024.[1]
  • Automotive brand loyalty was 51.6% in the United States in 2024, up 0.6 percentage points from 2023.[13]

06 Statistics

Strategy & Growth

Automotive volume indicators provide context for CRM demand, including 1,654,667 Tesla vehicles produced during 2025.

Growth in the crm automobile industry

  • 328,800 CUPRA vehicles were delivered in 2025, up 32.5% from 2024.[14]
  • 1,654,667 Tesla vehicles were produced during 2025.[15]
  • 25% was Volkswagen Group’s market share in Europe in 2025, according to the company’s annual report.[16]
  • 1,043,938 Škoda vehicles were delivered worldwide in 2025.[16]
  • 223,000 Audi all-electric vehicles were delivered in 2025, representing approximately 36% of Audi deliveries.[14]
  • 1,000,000 cumulative CUPRA vehicle sales were reached in 2025.[14]

Differentiation in the crm automobile industry

  • 10,747 Lamborghini vehicles were delivered worldwide in 2025.[16]
  • 30.9% of Porsche deliveries came from North America excluding Mexico in 2025.[14]
  • 279,449 Porsche sports cars were delivered worldwide in 2025.[14]
  • 1,049,600 Mercedes-Benz Core vehicles were sold in 2025.[17]
  • 23.7% of Porsche deliveries came from Europe excluding Germany in 2025.[14]
  • 19.7% of Porsche deliveries came from overseas and emerging markets in 2025.[14]

Mergers and acquisitions in the crm automobile industry

  • 3,000 billion dollars was the approximate value of global mergers and acquisitions in 2024 across all sectors, according to reporting cited in automotive M&A analysis.[18]
  • 2024 automotive M&A activity covered transactions involving companies headquartered in the United States and Canada as well as notable international deals.[19]
  • 60% was the year-over-year decline in automotive deal value in the first quarter of 2026, according to PwC’s U.S. automotive deals outlook.[20]
  • 2,053 euros per vehicle was Stellantis’ reported investment and research-and-development spending in 2024.[21]
  • 7.7 billion euros was the dividend and share-buyback amount Stellantis discussed for 2024.[21]
  • 4,217 euros per vehicle was the comparable investment and research-and-development spending cited for other automakers in 2024.[21]

Strategic partnerships in the crm automobile industry

  • 45.7% was the year-over-year increase in Volkswagen Group all-electric deliveries in the United States in 2025.[16]
  • 71,972 Volkswagen Group all-electric vehicles were delivered in the United States in 2025.[16]
  • 11.5% was the share of Volkswagen Group U.S. deliveries represented by all-electric vehicles in 2025.[16]
  • 82,389 Volkswagen Group all-electric vehicles were delivered in North America in 2025, including vehicles from joint-venture operations.[16]
  • 27.3% was the year-over-year increase in Volkswagen Group all-electric deliveries in North America in 2025.[16]
  • 5.7% was Volkswagen Group’s battery-electric market share in North America in 2025.[16]

07 Statistics

People & Workforce

Staffing models shift alongside tooling; 34.8% of global software and IT services respondents worked remotely in 2026.

Hiring in the crm automobile industry

  • 21% of Michigan automotive businesses reported few hiring challenges related to skills gaps in the 2025 workforce assessment.[22]
  • 29% of Michigan automotive businesses reported significant hiring challenges related to skills gaps in the 2025 workforce assessment.[22]
  • 43% of Michigan automotive businesses reported moderate hiring challenges related to skills gaps in the 2025 workforce assessment.[22]

Remote Work in the software and IT services sector (sector benchmark)

  • 6% of global respondents worked fully remotely in 2025, defined as spending less than one day per week in the office.[23]
  • 34.8% of global software and IT services respondents worked remotely in 2026, according to the Stack Overflow Developer Survey.[24]
  • 10% of technology-services respondents worked under fully flexible arrangements in 2025, allowing employees substantial control over remote work.[23]
  • 48% of U.S. software and IT professionals surveyed worked remotely in 2026, compared with 21% in France.[24]
  • 84% of technology-services employers agreed in 2025 that the ability to work remotely is important for employee retention.[23]

Hybrid Work in the software and IT services sector (sector benchmark)

  • 47% of global respondents worked in hybrid arrangements in 2025, down from 63% in Cisco’s 2022 study.[23]
  • 55% of technology-services respondents worked in a hybrid arrangement in 2025, the highest share among industries measured by Cisco.[23]
  • 52% of U.S. employees with remote-capable jobs worked in hybrid arrangements in May 2026, according to Gallup.[25]
  • 61% of U.S. employees with remote-capable jobs preferred hybrid work in November 2025, compared with 33% preferring fully remote work.[25]
  • 56% of IT employees worked in hybrid arrangements in 2025, while 31% were fully remote and 13% attended the office daily.[26]

Upskilling in the crm automobile industry

  • About 25% of Michigan automotive businesses reported moderate employee upskilling needs involving 41% to 60% of their workforce in the 2025 assessment.[22]
  • 68% of Michigan automotive businesses reported that 40% or less of their current employees needed to update their skills in the 2025 workforce assessment.[22]
  • 29% of Michigan automotive businesses reported that 21% to 40% of their employees needed to update their skills in the 2025 workforce assessment.[22]
  • 50% of international automakers collaborated with auto dealers on training programs in the 2025 workforce-development survey.[27]
  • 6% of Michigan automotive businesses reported that 61% to 80% of their employees needed to update their skills in the 2025 assessment.[22]

Employee Engagement in the software and IT services sector (sector benchmark)

  • 74% of respondents approved of fully flexible hybrid policies in 2025, the highest positive sentiment among the policy types Cisco measured.[23]
  • 92% of employees ranked collaboration and community as very important aspects of office culture in Cisco’s 2025 global study.[23]
  • 54% of exclusively remote U.S. employees were thriving in May 2026, compared with 52% of hybrid employees and 49% of on-site employees with remote-capable jobs.[25]
  • 22.2% of global software and IT respondents were happy with their current professional role in 2026, while 32.6% were unhappy.[24]
  • 37% of exclusively remote U.S. employees were engaged in May 2026, compared with 34% of hybrid employees and 29% of on-site employees with remote-capable jobs.[25]

Change Management in the software and IT services sector (sector benchmark)

  • 87% of SAP change-management respondents believed AI would influence change management during the five years following the 2025 survey.[28]
  • 44% of SAP change-management respondents identified requirements gathering as a challenge in 2025.[28]
  • 59% of SAP change-management respondents expected AI to automate manual processes in change management, according to the 2025 survey.[28]
  • 48% of SAP change-management respondents faced pressure in 2025 to implement changes more quickly.[28]
  • 42% of SAP change-management respondents cited inability to scale change management to business needs as a challenge in 2025.[28]

08 Statistics

Customer & Sales

Service and retention signals stay central; 88% of U.S. consumers said dealership service experience affects likelihood of purchasing again in 2025.

Customer experience in the crm automobile industry

  • 979 points was the average U.S. automotive service-satisfaction score when all 10 key performance indicators were met in 2026.[29]
  • 75% of U.S. car buyers were highly satisfied with their shopping experience in the latest Cox Automotive study.[2]
  • 88% of U.S. consumers said their dealership service experience affects their likelihood of purchasing again from that dealer in 2025.[2]
  • 886 points was Subaru’s customer-service satisfaction score, the highest among mass-market car brands in the United States in 2025.[29]
  • 76% of vehicle and mobility-service customers expect the same hassle-free end-to-end experience offered by other industries, globally, in 2024.[1]

Customer retention in the crm automobile industry

  • 43.9% was the average nationwide U.S. automotive brand-retention rate in 2024.[30]
  • 51% of U.S. owners of vehicles two to five years old returned to the purchasing dealership for service in 2025.[2]
  • 54% of U.S. owners of vehicles less than two years old returned to the dealership where they bought the vehicle for service in 2025.[2]
  • Dealerships handled 12% fewer service visits in 2025 than in 2018, indicating weaker service-customer retention.[2]
  • 80% of U.S. new-vehicle buyers said they were likely to return to their dealership for service in 2025.[2]

Customer acquisition in the crm automobile industry

  • 30% of U.S. car buyers visited a used online retailer while shopping in 2025.[2]
  • 12% of U.S. car buyers used an artificial-intelligence site during vehicle shopping in 2025.[2]
  • 4.6 websites was the average number visited by U.S. car buyers during vehicle shopping in 2025.[2]
  • 25% of U.S. car buyers visited an automaker website while shopping in 2025.[2]
  • 41% of U.S. car buyers used search engines during vehicle shopping in 2025.[2]

Customer loyalty in the crm automobile industry

  • 43.9% was the average U.S. automotive brand-retention rate across 38 brands in 2024.[30]
  • 51.6% was the U.S. automotive brand-loyalty rate in 2024, up from 51.0% in 2023.[13]
  • 64.2% was Honda’s loyalty rate among mass-market SUV owners in the United States in 2024.[29]
  • 67.8% was Tesla’s U.S. brand-loyalty rate in the first half of 2024.[29]
  • 62.5% was Toyota’s loyalty rate among mass-market car owners in the United States in 2024.[29]

Lead generation in the crm automobile industry

  • 26% of U.S. car buyers used social media while shopping for a vehicle in 2025.[2]
  • 18% of new-vehicle buyers used a used online retailer during shopping in 2025, compared with 34% of used-vehicle buyers.[2]
  • 75% of U.S. car buyers visited third-party websites during vehicle shopping in 2025, creating a major lead-generation touchpoint.[2]
  • 33% of new-vehicle buyers visited an automaker website during shopping in 2025, compared with 22% of used-vehicle buyers.[2]
  • 74% of Gen Z car buyers in the United States, United Kingdom, Germany, Norway and Saudi Arabia used social media during their buying journey in 2025.[31]

09 Statistics

Marketing & Brand

Lead capture moves toward digital discovery: 48% of U.S. car shoppers began their vehicle search on a marketplace in 2025.

Marketing in the crm automobile industry

  • $9.96 billion was spent on advertising by U.S. franchised dealers in 2025.[32]
  • 83% of vehicle shoppers were aware of artificial intelligence in the car-buying process in 2025.[33]
  • 75% of automotive shoppers took further action after watching video content in 2025, such as researching, visiting a dealership or investigating financing.[33]
  • 74.8% of U.S. franchised-dealer advertising expenditure went to search, listing sites, websites and social media in 2025.[32]
  • Nearly 70% of automotive shoppers relied on video during their vehicle research in 2025.[33]

Digital marketing in the crm automobile industry

  • 75% of U.S. car buyers used third-party websites during vehicle shopping in 2025.[2]
  • 74% of Gen Z car buyers in the five-country survey used social media during their buying journey in 2025.[31]
  • 4.6 websites was the average number visited by U.S. car buyers during online vehicle shopping in 2025.[2]
  • 60% of car buyers across the United States, United Kingdom, Germany, Norway and Saudi Arabia used social media during their buying journey in 2025.[31]
  • 91% of car buyers across five surveyed countries used digital sources during their vehicle-shopping journey in 2025.[31]

Branding in the crm automobile industry

  • 14,103,831 was the average number of social-media followers per network for automotive brands led by the most influential automotive CMOs in April 2024.[34]
  • Almost 3 times as many social-network followers were attracted by automotive brands led by the most influential CMOs compared with other automotive brands in April 2024.[34]
  • 62.5% was Toyota’s U.S. mass-market car-owner loyalty rate in 2024.[29]
  • 4,947,518 was the average number of social-media followers per network for other automotive brands in April 2024.[34]
  • 65.1% was Ford’s U.S. truck-owner loyalty rate in 2024.[29]

Social media in the crm automobile industry

  • 5.45 times the category norm was the consideration level for vehicles in DISQO’s 2025 social-media benchmark analysis.[35]
  • 28% of U.S. new-vehicle buyers used social media during vehicle shopping in 2025.[2]
  • 60% of car buyers across five surveyed countries used social media during their buying journey in 2025.[31]
  • 26% of U.S. used-vehicle buyers used social media during vehicle shopping in 2025.[2]
  • 4.59 times the category norm was the purchase-intent level for vehicles in DISQO’s 2025 social-media benchmark analysis.[35]

Influencer Marketing in the software and IT services sector (sector benchmark)

  • Across B2B companies, another 29% of marketing organizations planned to adopt influencer marketing within the next year in 2025, based on an Ipsos survey of 1,500 marketing leaders.[36]
  • Across B2B companies, 43% of marketers reported outstanding results from their influencer programs in the 2025 B2B Influencer Marketing Report.[37]
  • Across technology companies, 64% of marketers reported dedicated and growing budgets for creator or influencer marketing in 2026, according to Nielsen’s global marketing survey.[38]
  • Across technology companies, 27% of marketers reported dedicated but flat budgets for creator or influencer marketing in 2026, according to Nielsen’s global marketing survey.[38]
  • Across B2B companies, 58% of marketing teams reported using an always-on influencer marketing approach in the 2025 B2B Influencer Marketing Report.[37]

10 Statistics

Operations & Execution

Tracking coverage is low compared with journey touchpoints: dealerships tracked only about two touchpoints on average in 2025.

Process optimization in the crm automobile industry

  • 8% of 875,000 sampled automotive sales were traceable in CRM systems, indicating that process tracking captured only a small share of completed transactions in 2025.[2]
  • 81% of automotive dealerships expected to increase AI spending in 2025 compared with 2024, supporting greater automation of customer and sales processes.[39]
  • 62 customer touchpoints were used on average during an automotive buyer journey in 2025, while dealerships tracked only about two touchpoints on average.[2]
  • 3.5% of actual automotive buyer touchpoints were captured by dealerships using the reported average tracking coverage in 2025.[2]

Operational efficiency in the crm automobile industry

  • 69% of automotive organizations reported in 2025 that the benefits of their software-driven mobility investments aligned with investment levels.[1]
  • 58% of higher-performing dealership service departments rated service-to-sales integration at least 8 out of 10 in 2025, compared with 44% of other dealerships.[2]
  • 14% was the average productivity and efficiency improvement achieved by automotive organizations over the five years to 2024 through software-driven mobility strategies.[1]
  • 5.1 out of 10 was the average dealer rating for CRM artificial intelligence in a 2026 survey of 463 dealership leaders.[40]
  • 66% of automotive organizations expected to realize benefits from software-driven mobility strategies within three to five years in 2025.[1]

Quality management in the crm automobile industry

  • 74% of customers who returned for dealership service were likely to repurchase from the same dealership in 2025.[2]
  • 71% of automotive brand managers identified maintaining accurate customer profiles as a challenge in 2024.[39]
  • $410 was the average customer out-of-pocket repair-order spend when dealerships did not provide photos or videos in 2025.[2]
  • 14.36% of General Motors dealership customer profiles were duplicated in Fullpath’s automotive data analysis as of September 10, 2024.[39]
  • 45% of dealership service customers reported at least one frustration with their service visit in 2025, including concerns about speed, price transparency or perceived upselling.[2]

Supply chain in the crm automobile industry

  • 46% of surveyed automotive organizations needed a 5–10% reduction in production ramp-up or deployment time to remain competitive, according to a 2025 survey.[1]
  • 10–15% was the design and development-time reduction automotive engineering leaders said their organizations needed over the next two to three years in 2026.[1]
  • 89% of automotive engineering and research leaders reported that costs had increased over the three years preceding the 2026 survey.[1]
  • 80% of commercial-vehicle aftermarket suppliers identified trade and tariff shifts as a top business challenge in 2026.[41]
  • 15–20% was the cost reduction automotive engineering leaders said their organizations needed over the next two to three years to remain competitive in 2026.[1]

Outsourcing / Offshoring in the software and IT services sector (sector benchmark)

  • Across EU enterprises sourcing business functions internationally during 2021–2023, 28.7% moved information and communication technology services abroad.[5]
  • Among German IT-service generalists, 10.2% of digital-experience services for customer projects were delivered offshore in 2024.[42]
  • Across European organizations, 35% planned to increase their use of nearshore outsourcing in the 2024/2025 sourcing study.[43]
  • Across German digital-experience service providers, 13.2% of services for customer projects were delivered nearshore in 2024.[42]
  • Across German digital-experience service providers, 7.6% of services for customer projects were delivered offshore in 2024.[42]

11 Statistics

Finance & Pricing

Dealer economics remain sensitive to messaging and media, with $3,195 cited as the repair-versus-trade tipping point for 2025.

Pricing strategy in the crm automobile industry

  • 6.5% was the increase in dealer digital-advertising CPM during the 2020 U.S. presidential-election cycle compared with a non-election season.[39]
  • $3,195 was the reported repair-versus-trade tipping point for dealership customers in 2025.[2]
  • 16% was the reported potential increase in dealer digital-advertising CPM in U.S. swing states during the 2020 election cycle.[39]
  • 48% of U.S. car shoppers began their vehicle search on a marketplace in 2025, affecting the pricing and merchandising environment faced by dealers.[2]
  • Four distinct channels were used by the average automotive shopper during the vehicle-shopping process in 2025, increasing the need for coordinated pricing communication.[2]

Cost reduction in the crm automobile industry

  • 26% of surveyed automotive organizations needed a 5–10% reduction in total product or service delivery cost to remain competitive, according to 2025 research.[1]
  • 62% was the projected increase between realized and expected automotive cost-reduction improvement from the two five-year periods measured by Capgemini in 2025.[1]
  • 16% of surveyed automotive organizations needed only a 1–5% reduction in total product or service delivery cost to remain competitive, according to 2025 research.[1]
  • 9% was the approximate average design and development-time reduction automotive organizations said they needed over the next two to three years in 2025.[1]
  • 10% was the approximate average total product or service delivery-cost reduction automotive organizations said they needed over the next two to three years in 2025.[1]

Profitability in the crm automobile industry

  • $640 was the average out-of-pocket repair-order amount when dealership customers received photos or videos in 2025.[2]
  • $230 was the average additional repair-order revenue associated with dealership service photos or videos in 2025.[2]
  • 44% of dealership service returnees who did not repurchase were outside the repeat-purchase group identified in the 2025 Cox Automotive study.[2]
  • 9 times higher purchase likelihood was identified for shoppers showing predictive signals in VinSolutions analysis of participating dealerships from June 2024 through June 2025.[2]
  • 9% of dealership leaders credited their CRM with better service retention in the 2027 Automotive CRM Research Report.[40]

Financial planning in the crm automobile industry

  • 14% of franchise dealerships planned to shop for a new CRM at NADA 2026, indicating a measurable replacement-budget pipeline.[40]
  • 66% of automotive organizations expected software-driven mobility benefits within three to five years in 2025, informing investment-payback planning.[1]
  • 81% of dealerships expected to increase AI spending in 2025 compared with 2024, indicating continued CRM and automation budget expansion.[39]
  • 14.5% of dealer CRM data was engaged by the dealership in a given year on average, according to Fullpath data cited in the 2026 dealership benchmark report.[40]
  • 69% of automotive organizations reported in 2025 that software-driven mobility benefits aligned with their investment levels, a measure relevant to technology-investment planning.[1]

12 Statistics

Product & Service

The expansion of electrification increases the range of downstream CRM use cases; 630 battery-electric car models were available globally in 2025.

Product development in the crm automobile industry

  • Electric-car sales outside China, Europe and the United States rose nearly 40% to 1.3 million units in 2024.[44]
  • 630 battery-electric car models were available globally in 2025, reflecting the breadth of automotive product development.[44]
  • The number of extended-range electric vehicle models increased 40%, from 31 in 2023 to 43 in 2024.[44]
  • Only 2 of 110 electric car models available in the cited market were small cars, with combined sales below 1% of electric-car sales in 2024.[44]
  • Global electric-car sales exceeded 17 million units in 2024, creating a large market for new vehicle products and services.[44]

Product lifecycle in the crm automobile industry

  • The global electric-car fleet reached almost 58 million vehicles at the end of 2024, more than three times its 2021 level.[44]
  • Global electric-car sales grew more than 14-fold between 2017 and 2024.[44]
  • Electric-car sales displaced more than 1 million barrels per day of oil consumption in 2024.[44]
  • Global car sales approached 80 million units in 2024 as the automotive product lifecycle moved beyond the pandemic downturn.[44]
  • Global hybrid-car sales were three times higher in 2024 than in 2017.[44]

After-sales in the crm automobile industry

  • 76% of vehicle and mobility-service customers expected a hassle-free end-to-end experience, including post-purchase service, in 2024.[1]
  • Automotive brands and dealers could generate an additional $241 to $857 per vehicle sold annually through superior customer experience, including service.[1]
  • 57% of automotive consumers planning to switch brands cited servicing and maintenance issues as a reason, according to a 2024 survey.[1]
  • Only 29% of automotive customers rated consistent experiences across sales and service channels as extremely good or good.[1]
  • Approximately half of the $2.4 trillion U.S. aftermarket service and parts market is captured by the country’s 17,000 auto dealers.[18]

Value proposition in the crm automobile industry

  • 48% of consumers said they were likely to shift from vehicle ownership to mobility subscriptions because of their flexibility.[1]
  • Only 34% of automotive customers believed their vehicle brand or mobility provider’s customer-experience offering was among the best in the industry.[1]
  • 51% of automotive consumers identified products and services not perceived as sustainable as a factor that repels them.[1]
  • 59% of automotive consumers identified a digital experience that was not best-in-class as a factor that repels them.[1]
  • 77% of automotive consumers identified a non-hassle-free experience as a factor that repels them from a brand.[1]

13 Statistics

Sustainability & Ethics

Sustainability requirements add reporting pressure; BMW Group reported 0.27 tonnes of CO2e per vehicle produced for 2024.

Sustainability in the crm automobile industry

  • 70% of General Motors’ global electricity use was matched with renewable energy in 2025.[45]
  • 0.27 tonnes of CO2e per vehicle produced represented BMW Group’s 2024 Scope 1 and 2 emissions intensity.[46]
  • 86.47% of waste generated by European automotive suppliers was recycled or recovered in 2023.[47]
  • Less than 1% of residual material from UK automotive manufacturing was sent directly to landfill in 2024.[48]
  • 100% of General Motors’ U.S. electricity use was matched with renewable energy in 2025.[45]

ESG in the crm automobile industry

  • 2,270 incidents were reported through Stellantis’ Integrity Helpline in 2024.[49]
  • 95.1% of relevant Porsche AG employees completed the digital Code of Conduct training module in fiscal 2024.[50]
  • 19,324 Porsche AG employees completed digital Code of Conduct training in fiscal 2024.[50]
  • 97% of eligible Volkswagen Group employees had a valid Code of Conduct qualification at the end of 2024.[50]
  • 99% of Adient’s global salaried workforce certified compliance with its Ethics Policy in fiscal 2024.[51]

Ethics in the crm automobile industry

  • Two to three global online compliance-training campaigns were offered annually by Adient in fiscal 2024.[51]
  • 359 Stellantis Integrity Helpline incidents concerned discrimination and retaliation in 2024.[49]
  • 50 classroom-style compliance trainings per quarter were offered by Adient on average in fiscal 2024.[51]
  • Approximately 400 reports were received annually through Adient’s Integrity Helpline in fiscal 2024.[51]
  • 1,346 Stellantis Integrity Helpline incidents concerned harassment and the internal working environment in 2024.[49]

CSR in the crm automobile industry

  • 200,000 hours of volunteering service were reported by Tata Motors for fiscal 2024–25.[52]
  • 400 students were invited by Toyota to explore career pathways through a 2024 diversity and inclusion initiative.[53]
  • 45,000 families were positively impacted by Mercedes-Benz USA’s Driving Your Future initiatives in 2024.[54]
  • More than 6,800 collective volunteer hours were contributed through Mercedes-Benz USA’s Driving Your Future program in 2024.[54]
  • Child and teen injury prevention was one of Mercedes-Benz USA’s 2024 corporate-social-responsibility focus areas.[54]

Circular economy in the crm automobile industry

  • 360 tonnes of material were saved through Volvo Cars’ component remanufacturing in 2024.[55]
  • 15% of Volvo Cars’ material value in vehicles came from recycled steel in 2024.[55]
  • 13% of Volvo Cars’ material value in vehicles came from recycled aluminium in 2024.[55]
  • 2,947 tonnes of CO2 were saved by Volvo Cars through reuse of aluminium, steel and copper in 2024.[55]
  • 22,227 remanufactured parts were reported by Volvo Cars in 2024.[55]

Carbon footprint in the crm automobile industry

  • 135 grams of CO2 per kilometre was Volkswagen Group’s corresponding fleet value for model year 2024.[16]
  • 0.27 tonnes of location-based and market-based Scope 1 and 2 CO2e per vehicle produced were reported by BMW Group in 2024.[46]
  • 131 grams of CO2 per kilometre was Volkswagen Group’s average U.S. passenger-car and light-commercial-vehicle fleet value for model year 2025.[16]
  • 40% of the carbon footprint of Porsche’s Stuttgart-Zuffenhausen body-shop expansion was avoided through low-carbon concrete and recycled materials.[14]
  • 836,963 tonnes of Scope 1 and 2 CO2e emissions were reported by BMW Group in 2024.[46]

15 Statistics

Globalization & Expansion

CRM scale links to dealer networks and regional volumes; 386 authorized Mercedes-Benz dealerships operated in the United States in 2025.

Globalization in the crm automobile industry

  • 2,160,000 Mercedes-Benz Group cars and vans were sold globally in 2025.[17]
  • 3,004,945 Volkswagen Group passenger cars and light commercial vehicles were delivered in Asia-Pacific in 2025.[16]
  • 880,634 Volkswagen Group passenger cars and light commercial vehicles were delivered in North America in 2025.[16]
  • 8,678,334 passenger cars and light commercial vehicles were delivered worldwide by Volkswagen Group in 2025.[16]
  • 747,000 Mercedes-Benz cars were sold in Asia in 2025.[17]

Cultural adaptation in the crm automobile industry

  • 115,239 Volkswagen Group passenger cars and light commercial vehicles were delivered in India in 2025, up 34.9% year over year.[16]
  • 2,692,191 Volkswagen Group passenger cars and light commercial vehicles were delivered in China in 2025.[16]
  • 98,700 Mercedes-Benz cars were sold in the rest-of-world region in 2025, up 17% year over year.[17]
  • 205,506 Volkswagen Group passenger cars and light commercial vehicles were delivered in Türkiye in 2025.[16]
  • 551,900 Mercedes-Benz cars were sold in China in 2025.[17]

Supplier management in the crm automobile industry

  • 77,000 firms were represented in a 2026 global automotive supplier-customer network dataset.[63]
  • 94,091 Scania vehicles were delivered worldwide in 2025 within Volkswagen Group’s commercial-vehicle operations.[16]
  • 7,806 trucks and 1,424 buses were delivered by Volkswagen Group in Asia-Pacific in 2025, illustrating the regional scope of commercial-vehicle supplier operations.[16]
  • 84% of a car’s cost was attributed to parts purchased from original-equipment manufacturers, according to Stellantis purchasing management in 2024.[21]
  • 10 supplier tiers can exist between an automotive company and raw-material sources, according to a 2024 automotive supply-chain study.[63]

Stakeholder management in the crm automobile industry

  • 386 authorized Mercedes-Benz dealerships operated in the United States in 2025.[17]
  • 74% of owners who serviced their vehicle at a dealership were likely to buy their next car from the same place, according to Cox Automotive research in 2025.[2]
  • 13.2% of U.S. dealership total income came from service and parts in 2024.[2]
  • 40,000 Mercedes-Benz vans were sold through the U.S. market in 2025.[17]
  • 27,000 people were employed by Mercedes-Benz dealerships in the United States in 2025.[17]

Distribution channels in the crm automobile industry

  • 634,600 Mercedes-Benz cars were sold in Europe in 2025.[17]
  • 49,700 Mercedes-Benz G-Class vehicles were delivered to customers in 2025, a company record.[17]
  • 1,636,129 Tesla vehicles were delivered worldwide during 2025.[15]
  • 284,600 Mercedes-Benz cars were sold in the United States in 2025.[17]
  • 213,200 Mercedes-Benz cars were sold in Germany in 2025.[17]

Key questions about the crm automobile industry

What is the current market size for automotive CRM software, and what is the forecast?
The global automotive CRM software market is valued at $2.15 billion in 2025 and is projected to reach $3.81 billion by 2032.
How fast is the automotive CRM software market expected to grow?
The market is projected to grow at an 8.5% CAGR from 2025 to 2032.
Which companies lead the crm automobile industry?
Microsoft and Oracle are tied at the top of Gitnux's 2026 crm automobile ranking with an Overall score of 9.7 each.
What technology shifts are shaping automotive CRM in 2026?
AI is moving into mainstream CRM: 82% of dealerships surveyed by Cox Automotive reported using AI in some form in 2026, and 40% cited customer follow-up.
How is the market structured by region and adoption intensity?
North America accounted for 39.55% of the global automotive CRM software market in 2025, while Europe had 28.34% and Asia Pacific 22.14%. In the EU, 35% of enterprises in wholesale and retail trade and motor-vehicle repair reported using CRM software in 2025.
What is a common operational data issue when running CRM for automotive customers?
Fragmented data and data-quality problems are cited challenges, and managing automated customer communications requires governance.
Reference

Cite This Report

This report is designed to be cited. We maintain stable URLs and versioned verification dates. Copy the format appropriate for your publication below.

APA
Samuel Norberg. (2026, November 11). CRM Automobile Industry Statistics. Gitnux. https://gitnux.org/crm-automobile-industry-statistics
MLA
Samuel Norberg. "CRM Automobile Industry Statistics." Gitnux, 11 Nov 2026, https://gitnux.org/crm-automobile-industry-statistics.
Chicago
Samuel Norberg. 2026. "CRM Automobile Industry Statistics." Gitnux. https://gitnux.org/crm-automobile-industry-statistics.

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