CRM spending is forecast to hit $102.8 billion in 2024 and then grow another 9.0% in 2025, so sales teams are investing while buyers raise the bar. At the same time, 71% of buyers expect sellers to understand their needs before engaging, yet reps report spending a big chunk of time on low value admin work like CRM data entry. Here are the statistics that explain that tension and what it means for winning deals.
Key Takeaways
- 53% of sales organizations plan to invest in AI-related sales tech over the next 12 months.
- 71% of buyers expect sellers to understand their needs before engaging.
- Mobile commerce accounted for 57.3% of e-commerce sales in 2023 globally (share of e-commerce sales from mobile).
- Gartner forecasts worldwide CRM end-user spending to total $102.8 billion in 2024.
- Gartner forecasts worldwide CRM software end-user spending to grow 9.0% in 2025.
- The global customer experience management software market is projected to reach $19.0 billion by 2028.
- 47% of B2B buyers expect vendors to suggest the next step in the process (buyer expectation for guidance).
- B2B decision-makers spend about 27 hours researching online before engaging with a vendor (pre-sales research time estimate).
- In 2024, 63% of companies report using sales forecasting tools (forecasting adoption rate).
- Average e-commerce cart abandonment rate was 70.1% in 2023 (cart abandonment benchmark).
- The average B2B lead-to-opportunity conversion rate is 13% (benchmark conversion).
- The average B2B opportunity-to-win rate is 22% (forecast/win-rate benchmark reported by industry benchmarking).
- 58% of B2B buyers say they have cancelled a purchase due to a vendor’s slow response (survey-based sales responsiveness consequence).
- In 2023, 59% of buyers expected suppliers to use data-driven insights to tailor their recommendations (expectation measure).
- 33% of sales professionals say they spend too much time on low-value administrative work (time-allocation inefficiency).
With AI investment rising and buyers expecting tailored, fast guidance, sales teams that use CRM and enablement tools can boost win rates.
Related reading
01 · Category
Industry Trends4 stats
01
53% of sales organizations plan to invest in AI-related sales tech over the next 12 months.
02
71% of buyers expect sellers to understand their needs before engaging.
03
Mobile commerce accounted for 57.3% of e-commerce sales in 2023 globally (share of e-commerce sales from mobile).
04
B2B marketers report that 61% of leads are nurtured through marketing before sales engagement (lead nurturing role share).
Interpretation
Industry Trends Interpretation
Under the Industry Trends lens, buyers and sellers are shifting decisively toward smarter, more targeted engagement, with 71% of buyers expecting sellers to understand their needs upfront and 53% of sales organizations planning AI-related sales tech investments in the next 12 months.
02 · Category
Market Size9 stats
01
Gartner forecasts worldwide CRM end-user spending to total $102.8 billion in 2024.
02
Gartner forecasts worldwide CRM software end-user spending to grow 9.0% in 2025.
03
The global customer experience management software market is projected to reach $19.0 billion by 2028.
04
The global sales enablement software market is expected to reach $5.8 billion by 2030.
05
The global Sales Performance Management (SPM) market is projected to grow to $4.8 billion by 2028.
06
US total sales excluding auto (retail) were $689.7 billion in April 2024.
07
Global e-commerce sales were $6.3 trillion in 2023 (market total).
08
Global B2B e-commerce is projected to reach $25.6 trillion by 2026 (estimated market value).
09
The US software publishing industry had $244.3 billion in sales revenue in 2024 (industry sales output).
Interpretation
Market Size Interpretation
Market Size momentum is clear as Gartner projects worldwide CRM spending will reach $102.8 billion in 2024 and grow a further 9.0% in 2025, alongside broader customer experience growth toward $19.0 billion by 2028 and sales-focused software expanding to $5.8 billion by 2030.
03 · Category
User Adoption3 stats
01
47% of B2B buyers expect vendors to suggest the next step in the process (buyer expectation for guidance).
02
B2B decision-makers spend about 27 hours researching online before engaging with a vendor (pre-sales research time estimate).
03
In 2024, 63% of companies report using sales forecasting tools (forecasting adoption rate).
Interpretation
User Adoption Interpretation
For user adoption, the standout trend is that 63% of companies already use sales forecasting tools, but with 47% of B2B buyers expecting guidance and decision-makers spending about 27 hours researching before engaging, vendor onboarding and next step recommendations still need to meet high expectations.
More related reading
04 · Category
Performance Metrics4 stats
01
Average e-commerce cart abandonment rate was 70.1% in 2023 (cart abandonment benchmark).
02
The average B2B lead-to-opportunity conversion rate is 13% (benchmark conversion).
03
The average B2B opportunity-to-win rate is 22% (forecast/win-rate benchmark reported by industry benchmarking).
04
In a 2022 study, 67% of sales leaders said that increasing win rates is a primary sales performance objective (objective prevalence).
Interpretation
Performance Metrics Interpretation
For the Performance Metrics category, the benchmarks show that while e-commerce cart abandonment averages 70.1% and B2B lead-to-opportunity conversion is 13%, the win-rate potential is also reflected in a 22% opportunity-to-win rate, aligning with 67% of sales leaders prioritizing higher win rates.
05 · Category
Sales Behavior2 stats
01
58% of B2B buyers say they have cancelled a purchase due to a vendor’s slow response (survey-based sales responsiveness consequence).
02
In 2023, 59% of buyers expected suppliers to use data-driven insights to tailor their recommendations (expectation measure).
Interpretation
Sales Behavior Interpretation
From a Sales Behavior perspective, buyers are clearly punishing slow responsiveness, with 58% saying they cancelled a purchase, while expectations are rising as 59% in 2023 want suppliers to use data-driven insights to tailor recommendations.
06 · Category
Productivity2 stats
01
33% of sales professionals say they spend too much time on low-value administrative work (time-allocation inefficiency).
02
The average B2B sales rep spends 34% of their time on CRM/data entry (time split benchmark).
Interpretation
Productivity Interpretation
For the Productivity category, the fact that reps spend 34% of their time on CRM and data entry while 33% say they waste too much time on low-value administration shows a major productivity drag from admin-heavy work.
Reference
Cite This Report
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APA
Karl Becker. (2026, February 13). Sales Statistics. Gitnux. https://gitnux.org/sales-statistics
MLA
Karl Becker. "Sales Statistics." Gitnux, 13 Feb 2026, https://gitnux.org/sales-statistics.
Chicago
Karl Becker. 2026. "Sales Statistics." Gitnux. https://gitnux.org/sales-statistics.
Sources & references
24 datasets cited across this report · attribution is report-level
shopify.com+7 additional datasets cited (not shown individually)