Gartner forecasts worldwide CRM end-user spending will reach $102.8 billion, then rise another 9.0% next year as organizations increase budgets for customer-facing sales tech. Buyers are also tightening standards with 71% expecting sellers to understand their needs before any engagement. At the same time, sales reps report spending significant time on low-value admin work such as CRM data entry.
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
Across industry trends, companies are clearly doubling down on smarter, earlier engagement with sales tech as 53% of organizations plan to invest in AI-related sales technology in the next 12 months and 71% of buyers expect sellers to understand their needs before engaging.
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
The market is expanding steadily for sales and customer experience technology, with Gartner projecting worldwide CRM end-user spending of $102.8 billion in 2024 and a 9.0% growth in 2025, while related segments like customer experience management are expected to reach $19.0 billion by 2028 and sales enablement to grow 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
In the User Adoption space, B2B buyers spend roughly 27 hours researching online and 47% expect vendors to guide the next step, while 63% of companies already use sales forecasting tools to build better forward-looking processes.
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 Performance Metrics, the benchmarks suggest that sales teams are often winning and converting at modest rates, with a 70.1% e-commerce cart abandonment rate in 2023 and only a 13% B2B lead-to-opportunity conversion plus a 22% opportunity-to-win rate, even as 67% of sales leaders name improving win rates as a top objective.
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
Under the Sales Behavior lens, the data suggests that buyers increasingly expect fast and personalized responsiveness, with 58% cancelling over slow vendor replies and 59% in 2023 expecting 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
From a productivity standpoint, sales professionals are stuck spending 33% of their time on low value administrative work and 34% on CRM and data entry, showing that roughly a third of sales effort is tied up in non revenue activities.
report visual · Key figures
Sales readiness and buyer expectations
Buyer expectations and sales process readiness are strongly aligned around guidance, understanding needs, and data-driven recommendations.
71%
71% of buyers expect sellers to understand their needs before engaging.
47%
47% of B2B buyers expect vendors to suggest the next step in the process (buyer expectation for guidance).
59%
In 2023, 59% of buyers expected suppliers to use data-driven insights to tailor their recommendations (expectation measu
53%
53% of sales organizations plan to invest in AI-related sales tech over the next 12 months.
63%
In 2024, 63% of companies report using sales forecasting tools (forecasting adoption rate).
source-verifiedgartner.com · g2.com · demandgenreport.com · salesforce.com · capterra.com2024
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)