Construction is a vital industry that touches nearly every aspect of our daily lives. As such, it’s no surprise that technology has been playing an increasingly important role in the industry in recent years.

From project management to customer relationship management, software is helping construction companies operate more efficiently and effectively.

In this article, we’ll be taking a closer look at Construction CRM statistics, including trends, adoption, market analysis, demographics, and more.

Key Statistics 2023 – MY Choice

  • The global construction CRM market is expected to reach $1.6 billion by 2025.
  • The construction CRM market is projected to grow at a CAGR of 8.8% during the forecast period.
  • The use of CRM in the construction industry can increase productivity by up to 20%.
  • The construction industry is the second-largest adopter of CRM systems, behind only the automotive industry.
  • The majority of construction companies (62%) use some form of CRM to manage their business.
  • Cloud-based CRM systems are becoming increasingly popular in the construction industry, with a projected market share of 55% by 2025.
  • Construction companies that adopt CRM systems report an average of 20% higher sales growth than those that do not.
  • CRM systems can help construction companies reduce operational costs by up to 30%.
  • A significant number of construction companies (54%) use CRM to manage their customer relationships, while only 39% use it for sales management.
  • The use of mobile CRM solutions is on the rise in the construction industry, with an expected market share of 40% by 2025.

Trends in Construction CRM

  1. Adoption of Construction CRM is on the rise: According to a recent survey, the number of construction companies using CRM software has increased by 20% in the last 5 years. This trend is expected to continue as more companies see the benefits of using CRM to manage customer relationships and improve communication.
  2. Cloud-based CRM is becoming more popular: Cloud-based CRM solutions are becoming more popular among construction companies, with 40% of companies surveyed reporting that they use cloud-based CRM software. This is likely due to the increased security and accessibility that cloud-based solutions offer.
  3. Mobile CRM is also growing in popularity: Mobile CRM solutions are also becoming more popular among construction companies, with 30% of companies surveyed reporting that they use mobile CRM software. This is likely due to the increased flexibility and accessibility that mobile solutions offer.

Adoption of Construction CRM

  1. Small to medium-sized construction companies are most likely to adopt CRM: Small to medium-sized construction companies are most likely to adopt CRM software, with 60% of companies surveyed reporting that they use CRM. This is likely due to the increased need for improved communication and customer relationship management as companies grow.
  2. Large construction companies are also adopting CRM: Large construction companies are also starting to adopt CRM software, with 40% of companies surveyed reporting that they use CRM. This is likely due to the increased need for improved communication and customer relationship management as companies scale.

Construction CRM Market Analysis

  1. The global Construction CRM market is expected to grow: The global Construction CRM market is expected to grow at a CAGR of 8.5% during the forecast period from 2020 to 2027, reaching a market size of $1.5 billion by 2027.
  2. North America is the largest market for Construction CRM: North America is the largest market for Construction CRM, accounting for 35% of the global market share in 2020. This is likely due to the presence of a large number of construction companies and a high adoption of technology in the region.

Construction CRM Demographics

  1. Construction CRM is being adopted by companies of all sizes: Construction CRM is being adopted by companies of all sizes, with small, medium and large companies all reporting significant adoption rates.
  2. Construction CRM is being adopted by companies in all regions: Construction CRM is being adopted by companies in all regions, with North America, Europe, Asia Pacific and Rest of the World all reporting significant adoption rates.
  3. Construction CRM is being adopted by companies in all industries: Construction CRM is being adopted by companies in all industries, with companies in the residential, commercial and infrastructure sectors all reporting significant adoption rates.

Construction CRM Usage Statistics

  1. According to the CRM usage statistics in the 2020 Construction Technology Report by JBKnowledge, 24% use “Other,” 10% use Outlook, and 8% use Custom. 
  2. Last year we found out that overall CRM usage increased from 56% to 74%. 
  3. In This Guide Overall CRM usage increased from 56% in 2018 to 74% in 2019 – Stellaxius 91% of companies with more than 11 employees use a CRM system – GetBase. 
  4. Overall CRM usage increased from 56% in 2018 to 74% in 2019. 
  5. CRM revenue can boost at least 41% per salesperson Sources Smallbizcrm CRM usage can enhance profit margins by more than two percent, and the revenue per salesperson can be substantially scaled. 
  6. ROI can go beyond 245% for CRM software usage Source. 
  7. The firm’s customers’ card usage is 52% above the industry norm, and the average expenditure is 30% more per transaction. 

Construction CRM Market Statistics

  1. mobile CRM market will grow 11% to $15 billion worldwide. 
  2. Salesforce is the leader in the CRM applications market, with a share of 16.8 percent in 2018. 
  3. Other contenders in the market include Oracle and SAP, with 5.7 and 5.6 percent market shares respectively in 2018. 
  4. 22% of business owners believe embracing new technology is the biggest challenge facing their company CRM is the fastest growing software marketing. 
  5. By 2025, the CRM market has already increased to $82 billion, growing at 12% per revenue in late 2017. 
  6. CRM yearover year growth is expected to be 25% among marketing leaders.HubSpot CRM is among the top three tools and technologies for creating personalized interactions with customers to foster loyalty and better marketing ROI. 
  7. 54% of B2B marketers say they feel “empowered to collaborate” with their sales teams. 
  8. The global mobile CRM market will grow 11% to $15 billion worldwide this year. 
  9. Salesforce is the leading CRM vendor with 19.5% of the CRM market share. 
  10. HubSpot has 3.4% of the CRM market share. 
  11. Microsoft Dynamics represents 2.7% of the CRM market share. 
  12. 82% of customers rate an immediate response as important or very important when they have marketing or sales questions, and that percentage rises to 90% with support questions. 
  13. About 80% of businesses still rely on email marketing to assist with maintaining their client retention rate. 
  14. It is no surprise then that over 78% of people surveyed believed that brands should not be able to use their personal data to market different things to them. 
  15. Almost two thirds of buyers surveyed could not even recall the last time a brand exceeded their expectations, while a staggering 87% of marketers believed they deliver an engaging customer experience. 
  16. Fill out this short questionnaire Revenues for businesses that prioritize customer service rise 4 8% above their market. 
  17. 69% of US marketers believe technology has made it harder for them to offer customers personalized experiences. 
  18. It will reach a market size of $113.5 billion by 2027 and will accomplish an 11.6% CAGR from 2020 to 2027. 
  19. They have over 15,000 customers and over twenty percent of the overall CRM market. 
  20. HubSpot Fortyfor percent of organizations say that growing from pre existing customers is a top marketing priority 44. 
  21. How 1440 Media used email marketing to gain 1M+ subscribers and a 55%+ open rate. 
  22. Almost 200% more–the growth of the construction market in India against China to 2030. 
  23. The global green buildings market is expected to grow at a CAGR of 10.26% from 2018 to 2023. 
  24. Exterior products such as smart lighting, solar products, and HVAC systems dominate the segment taking up 79.6% of the construction industry market size. 
  25. The residential segment continues to dominate the market with a global share of 60.9% accounting for $123.4 million in 2018. 
  26. Forty three percent of respondents said they use less than half the functionality of their existing systems.[77]However, market research regarding consumers’ preferences may increase the adoption of CRM among developing countries’ consumers. 

Construction CRM Software Statistics

  1. according to Buyer Zone , 91% of companies with more than 11 employees now use CRM software. 
  2. Although the use of CRM on a mobile device is still lower than that from a laptop or desktop, the rising use from mobile devices and tablets means that 81% of users are now accessing their CRM software from multiple devices. 
  3. Spending on software as a service will reach approximately $42 billion and represent 75% of total customer relationship management software spend, continuing the rapid decline of on. 
  4. We can see that CRM software leads this technology investment, with 44% of businesses planning to increase IT budgets in 2021, up from 38% in 2020. 
  5. Topping the table are the 47% of businesses planning to increase spending on help desk and customer service software. 
  6. With 74% of them saying that CRM software has improved their access to customer data!. 
  7. 22% of business owners believe embracing new technology is the biggest challenge facing their company CRM is the fastest growing software marketing. 
  8. 81% of users are now accessing their CRM software from multiple devices. 
  9. Advice Contact management (94%), interaction tracking (88%), and schedule/reminder creation (85%) are the top requested CRM software features. 
  10. Research CRM software can boost sales by 29%, productivity by 34%, and forecast accuracy by 42%.Finances Online CRM applications can increase revenue by up to 41% per sales representative. 
  11. The ROI of a CRM software system, when properly implemented, can exceed 245%. 
  12. 74% of CRM software users said that their CRM system gave them improved access to customer data.50% of business owners said CRM increased productivity, 65% increased their sales quota, 40% labor cost reduction, 74% increased customer relationships. 
  13. 23% of business owners said manual data entry was their biggest difficulty without CRM software, followed by 17% lack of data integration, invalid/ incorrect data 9% and difficulty in tracking sales funnel. 
  14. ROI can go beyond 245% for CRM software usage Source. 
  15. [75]In 2003, aIn 2003, a[28]Gartnerreport estimated that more than $2 billion had been spent on software that was not being used. 

Construction CRM Adoption Statistics

  1. According to Merkle Group Inc., 63% of all CRM projects fail, showing that the above scenario has hindered CRM adoption at nearly twothirds of all CRM. 
  2. Companies with CRM adoption rates of less than 75% have poorer sales teams’ performance. 
  3. Only 47% of businesses with an implemented CRM have an adoption rate of over 90% in the business. 
  4. According to CSO Insights, less than 40 percent of 1,275 participating companies had end user adoption rates above 90 percent. 
  5. Forty three percent of respondents said they use less than half the functionality of their existing systems.[77]However, market research regarding consumers’ preferences may increase the adoption of CRM among developing countries’ consumers. 

Construction CRM Latest Statistics

  1. While it may be a stretch to assume all 36% surveyed don’t actually use a CRM. 
  2. (JBKnowledge notes that “Other” included a collection of CRMs that didn’t comprise 1%), it’s safe to assume a quarter to a third. 
  3. At bare minimum, 10% don’t use a CRM, since Outlook isn’t a CRM. 
  4. The survey takers represent a sampling of the construction industry, but let’s extrapolate and assume somewhere between 10% and 36% of General Contractors in the United States don’t use a CRM. 
  5. It’s not unusual for more than 75% of a General Contractor’s business to come from repeat clients (and more than 90% based on many of our GC clients). 
  6. Statistics from Forester have shown that 50% of teams improved their productivity by using a mobile CRM. 
  7. A Nucleus Research report finds that for companies using a mobile CRM, 65% are achieving their sales quotas. 
  8. While only 22% of reps using non mobile CRM have reached the same targets. 
  9. In 2008, only 12% of businesses used cloudbased CRM This figure has now increased to 87%!. 
  10. For example, only 15% of new customers subscribed to SuperOffice’s cloud CRM in 2010. 
  11. Today, our cloud CRM is sold to 97% of our customers. 
  12. Nearly 60% of organizations increased IT spending in 2020. 
  13. It’s estimated that the U.S. will spend over 350 million dollars on email advertising in 2021, which makes a lot of sense given email’s consistently highly rated ROI of a $51 return on every $1 spent. 
  14. We live in a world where 60% of consumers begin their product research with one or more search engines before heading to a particular website and they will use mobile devices, laptops and desktops to search for products they are interested in. 
  15. Broken down this statistic showed that 91% of businesses with over 11 employees now use CRM, compared to 50% of those with 10 employees or less. 
  16. 91% of Companies With 10 or More Employees Have a CRM – CRM Magazine. 
  17. 22% of Salespeople Don’t Know What a CRM is –. 
  18. HubSpot Only 45% of Organizations Use CRM to Store Their Lead and Customer Data – HubSpot. 
  19. Less Than 40% of Businesses Have a CRM Adoption Rate Over 90% – CSO Insights. 
  20. 32% of Sales Reps Spend Over an Hour on Data Entry. 
  21. Every Day – HubSpot 64.2% of Companies Rate CRM Tools as Impactful or Very Impactful – LinkedIn. 
  22. Over 90% of companies have a CRM, but 22% of all salespeople don’t even know what one is. 
  23. Instead, 40% rely on informal tools like Microsoft Outlook or Excel, and the remainder use Google Docs or physical files. 
  24. According to a study in the Journal of Building Engineering that examined 2700 construction projects, profit margins have been shrinking for the past several years. 
  25. Nucleus research found that integrating a CRM with data from internal and external sources increased productivity and grew business by up to 30%. 
  26. Here are a few examples of successful open rates The highest open rates are found in government related emails, with an open rate of 28.77%. 
  27. Emails sent by hobbies entities come in second, with a 27.74% open rate. 
  28. With a 27.62% open rate, emails about religion came in third. 
  29. The average open rate for all industries we analyzed is 21.33%. 
  30. According to our research, you should use no more than 1 emoji at a time. 
  31. That can include adding 500 more subscribers to your email newsletter, increasing the total number of products you sell by 20%, or doubling your email campaign’s click. 
  32. The click rate is a percentage that tells you how many successfully delivered emails got at least 1 click. 
  33. Hobbies have the highest click rate, which is 5.01%. 
  34. Media and publishing emails see the second highest click rate, at 4.62%. 
  35. Government comes in third, with a 3.99% click rate. 
  36. The average click rate for all industries we looked at is 2.62%. 
  37. ROI Overall % 25% 91% 100% Overall ROI from Salesforce application in first. 
  38. Collaboration Increase (%). 
  39. Email Usage Decrease (%). 
  40. Meeting Decrease (%). 
  41. Quickly Increase (%). 
  42. Managing Customer Information Increase (%). 
  43. Idea Generation Increase (%). 
  44. Profit Margin Improvement 5% 24% 30% Improvement in operating profit margins. 
  45. Revenue Improvement 10% 28% 30% Improvement in top. 
  46. Win Rate Improvement % 10% 25% 30% Improvement in percentage of opportunities converted to sale. 
  47. Opportunity Size Increase (%). 
  48. Sales Cycle Time Decrease (%). 
  49. Sales Productivity Improvement (%). 
  50. Reporting Time Reduction (%). 
  51. Forecast Accuracy/ Revenue Visibility (%). 
  52. Sales Content Management Improvement (%). 
  53. Sales Productivity Improvement from Mobile (%). 
  54. Marketing Campaign Effectiveness (%). 
  55. Lead Volume Increase (%). 
  56. Lead Conversion Rate Increase (%). 
  57. First Call Resolution Rate Increase (%). 
  58. Self service Case Increase (%). 
  59. Case Resolution Time Decrease (%). 
  60. Agent Productivity Increase (%). 
  61. New Agent On boarding Time Decrease (%). 
  62. Service/Support Cost Reduction (%). 
  63. Customer Retention Increase (%). 
  64. Customer Satisfaction Increase (%). 
  65. Customer Responsiveness Increase (%). 
  66. IT Costs Reduction 10% 37% 50% Reduction in IT costs. 
  67. Application Support/Admin Cost Reduction 10% 36% 50% Reduction in cost to support and administer the application. 
  68. Application Dev/Customization Cost Reduction 10% 42% 50% Reduction in cost to do customization. 
  69. Custom Application Dev Cost Reduction 10% 45% 60% Reduction in cost to develop new custom application. 
  70. Integration Cost Reduction 10% 40% 50% Reduction in cost to integrate applications. 
  71. IT Infrastructure Management Cost Reduction 15% 45% 70% Reduction in cost to manage IT Infrastructure. 
  72. User Training Cost Reduction 10% 40% 50% Reduction in user training cost. 
  73. Upgrade Cost Reduction 15% 49% 80% Reduction in cost for upgrades. 
  74. Low and High numbers correspond to those statistics for the middle 50% of customer responses. 
  75. Applying CRM for real estate helps to increase sales by 29%, sales productivity — by 34% and sales accuracy — by 42%; grow conversion by up to 300%; and shorten sales cycles by 8 to 14%. 
  76. In practice, around 30% of real estate companies have not applied this tool to their businesses and those who did experienced certain challenges. 
  77. Those who use the customer relationship system for business purposes admitted that they face challenges with customization of their CRM system (56%), deficient functionality (42%), as well as integration with other key technologies (49%). 
  78. You can even try a free CRM trial, which can help you form and understand the features you need to include in a customized CRM tool that will be 100% businessoriented, easily integrated with other services, flexible and secure. 
  79. This is a projected increase of almost four billion U.S. dollars from 2020, at a compound annual growth rate of 1.7 percent. 
  80. Available to download in PNG, PDF, XLS format 33% off until Jun 30th. 
  81. Nucleus Research CRM can boost conversion rates by 300%–Finances Online. 
  82. 50% of teams improved their productivity by using a mobile CRM – Forrester CRM applications can increase revenue by up to 41% per sales representative – Finances Online CRM are known to improve customer retention, by as much as 27% –. 
  83. A mere 5% increase to your customer retention efforts can increase profits by between 25% and 95%–Bain & Company 73% of customers point to customer experience as an important factor in their purchasing decisions – PWC. 
  84. 32% of CRM users belong to the service industry, followed by IT at 13% and manufacturing companies also at 13%. 
  85. 46% of sales teams report widespread use of CRM systems. 
  86. 91% of companies with more than 11 employees use a CRM system. 
  87. When considering which CRM to use, businesses consider 65% ease of use, 27% schedule management, and 18% data snapshot capability.13% of companies say that investing in CRM is one of their top sales priorities. 
  88. In 2008, only 12% of businesses used cloud based CRM – This figure has now increased to 87%. 
  89. CRM can boost conversion rates by 300%.Finances Online). 
  90. Effective sales organizations are 87 percent more likely to be consistent users of CRM or another system of record.Nutshell 87% improvement in sales, 74% increase in customer satisfaction, 73% improvement in business efficiency. 
  91. 50% of teams improved their productivity by using a mobile CRM. 
  92. 84% of customers believe the experience a company provides is as important as its products and services. 
  93. 69% of customers expect a connected experience when they engage with a company. 
  94. 78% of customers now expect consistent interactions across departments. 
  95. 94% of customers look to make a purchase from the same source they have 
  96. Only 49% of US consumers believe companies provide a good customer experience. 
  97. 73% point to customer experience as an important factor in their purchasing decisions. 
  98. 52% of consumers agree that companies need to take action on customer feedback. 
  99. 38% of consumers believe reviews to be the most helpful resource when making a purchasing 
  100. 40% of customers insisting they don’t care whether or not a human helps them.68% of customers decide to leave a business due to perceived indifference towards them. 
  101. 80% of consumers are more likely to make a purchase from a company offering a personalized experience. 
  102. 90% believe that personalization makes a site intrinsically more appealing. 
  103. Customers spent 19% more at a company when they felt they belonged to that company’s online community. 
  104. 87% of consumers reported willingness to make a purchase based purely on a company’s stance on social matters. 
  105. 76% said they would decline to do business with a company if it held views and supported issues that conflicted with their beliefs. 
  106. 22% of sales professionals are still unsure about what CRM is. 
  107. 43% of CRM users only use less than half the features of their CRM system. 
  108. 32% of sales representatives spend more than an hour each day on manual data entry. 
  109. 13% of companies say that using sales technologies in dayto day jobs is more difficult now than 2–3 years ago. 
  110. 22% of business owners believe embracing new technology is the biggest challenge facing their 
  111. 40% of small to medium enterprises without a CRM say they lack the resources to implement one and 38% also say they lack the required IT skills. 
  112. 23% of businesses insist paperwork and communications are their most time. 
  113. 34% of SMEs without a CRM cite resistance to change as an obstacle. 
  114. 17% of salespeople cite lack of integration with other tools as the biggest challenge using their existing CRM. 
  115. CRM are known to improve customer retention, by as much as 27%.Trackvia). 
  116. A mere 5% increase to your customer retention efforts can increase profits by between 25% and 95%. 
  117. Loyal customers spend 67% more than new customers. 
  118. Businesses have a 60% to 70% chance of selling to an existing customer. 
  119. 83% of Fortune 500 companies are customers. 
  120. ‘s total revenue was $186.2 million, up 29% compared to Q4’18. 
  121. Zoho is a private company, so valuation is hard to say, but it’s estimated to be between $5 billion and $15 billion. 
  122. 33% of American customers say they’ll consider switching companies immediately following a single instance of poor service. 
  123. 60% of American customers say they’ll consider switching companies following two to three instances of poor service. 
  124. About 50% of loyal customers have left a company for a competitor who was able to stay more relevant and better satisfy their needs. 
  125. 81% of customers trust recommendations from family and friends over those from companies. 
  126. 55% of customers now trust companies less than they used to. 
  127. A 5% increase in customer retention correlates with at least a 25% increase in profit. 
  128. 69% of American customers would spend more on a company with better customer service 9. 
  129. 90% of customers are likely to purchase more than once. 
  130. 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. 
  131. 90% of American customers share their customer service experiences with others. 
  132. 35% of American customers post negative comments about companies on social media, but 53% of American customers post positive comments about companies. 
  133. 60% of loyal customers will purchase more frequently from their preferred companies. 
  134. 50% of loyal customers will make more purchases with their preferred companies. 
  135. 68% of American customers believe a great customer service interaction is fueled by a pleasant experience, while 62% say a knowledgeable experience and only 42% say a quick experience. 
  136. Customers with an emotional relationship with a brand have a 306% higher lifetime value and will recommend the company at a rate of 71%, rather than the average rate of 45%. 
  137. 80% of American customers are satisfied with the customer service currently provided by their businesses. 
  138. 26% of customers feel more loyalty to brands, while 21% of customers feel more loyalty to products. 
  139. 80% of customers gradually gained loyalty for a brand over time, due to experiences with excellent products, service, reviews, advice, etc. 
  140. 37% of American customers consider themselves to be loyal to a company after at least five purchases. 
  141. 52% of American customers will join a loyalty program with a preferred company. 
  142. 77% of customers have maintained loyal relationships with their preferred companies for 10 or more years. 
  143. 90% of American customers believe they are equally as or more loyal than they were to their preferred companies a year ago. 
  144. The average customer spends 67% more in their third year than their first year with a business. 
  145. 60% of customers say unexpected rewards are the biggest reason they’ll stay loyal to a brand. 
  146. 42% of customers will abandon a brand if it doesn’t have a real time customer support line. 
  147. 54% of customers will stop shopping with a brand if it doesn’t provide engaging content or relevant coupons. 
  148. 82% of customers feel more positive about a brand after engaging with personalized content. 
  149. 54% of people would like to see more video content produced by the brands they support. 
  150. Music can improve brand favorability by up to 46%. 
  151. Only 37% of consumers say that loyalty programs are an effective way to earn their business. 
  152. 55% of consumers enrolled in customer loyalty programs use them infrequently. 
  153. 78% of consumers want a loyalty program that allows them to redeem their rewards more easily. 
  154. 57% of people want to engage with a loyalty program via their mobile device, but only 51% have an app that’s associated with their program. 
  155. Only 30% of consumers say their satisfied with their loyalty program’s website experience. 
  156. Loyal customers spend 67% more with a business than new ones. 
  157. Here are our findings Supply chain disruptions are still slowing down dealership service significantly – 39% of survey respondents said manufacturer backlogs would be the biggest challenge they face in the year ahead. 
  158. Second to that was “tech talent shortages”, according to 26% of respondents. 
  159. 12% of respondents said that fixing technology gaps at their dealership would be the biggest challenge in the year ahead. 
  160. 19% of respondents said they plan on using technology to optimize service management, while a closer 18% said they plan on using tech to optimize inventory management, and 17% said parts ordering/receiving. 
  161. Tech to streamline sales and service work both came in 14%. 
  162. 71% of survey respondents said that building their dealership’s online presence would be a priority in the year ahead. 
  163. 54% of survey respondents said they already offer used and rental equipment at their dealership, while 31% said they only offer used equipment. 
  164. Meanwhile, 11% of respondents said they don’t currently offer either, but they plan on offering them. 
  165. Only 3% of dealers surveyed said they don’t plan on offering either and. 
  166. a mere 1% said they offer rental equipment only. 
  167. 46% of respondents said they prefer/plan on attending in person events in the year ahead, while an even 46% said they prefer/plan on attending online events. 
  168. Meanwhile, 8% of respondents said they plan/prefer to attend hybrid events. 
  169. 72% of dealers surveyed said they plan on using mobile DMS apps in the year ahead. 
  170. The overwhelming majority of dealers surveyed specialize in one manufacturer—90%. 
  171. 66% of dealers surveyed said they don’t plan on opening another dealership location. 
  172. Meanwhile, 20% said they plan on opening a second location, while 14% said they plan on opening a fourth location or higher. 
  173. Consumer Loyalty Statistics Editor’s Choice 82% of companies agree that retention is cheaper than acquisition. 
  174. 75% of consumers say they favor companies that offer rewards. 
  175. 56% of customers stay loyal to brands which “get them.”. 
  176. 65% of a company’s business comes from existing customers. 
  177. Increasing customer retention by just 5% boosts profits by 25% to 95%. 
  178. 58% of companies pursue personalization strategies for customer retention. 
  179. The probability of selling to an existing customer is 60. 
  180. In fact, loyalty statistics data proves that the probability of selling a product to a new customer stays at a low 5 20%, The Pareto Principle shows 80% of your profits come from just 20% of customers. 
  181. This means that, by studying the top 20% of your customers, you can work out how to attract similar people and increase your future profits. 
  182. 58.7% of internet users believe earning rewards and loyalty points is one of the most valued aspects of the shopping experience. 
  183. This was the second most common answer, only below “Quick and easy checkout” in the same product loyalty research, which stood at a high 83%. 
  184. 87% of Americans are willing to have various details of their activity tracked in exchange for more personalized rewards and brand experiences. 
  185. Over 70% of consumers are more likely to recommend a brand if it has a good loyalty program. 
  186. So much so that 77% of people are more likely to continue using a brand’s services if it has a loyalty program. 
  187. 95% of loyalty program members want to engage with their brand’s program through new and emerging technologies. 
  188. 56% of programs employ game mechanics in their loyalty programs. 
  189. 72% of US adults belong to at least one loyalty program. 
  190. 77% of brands could disappear, and no one would care. 
  191. This figure represents a 3% increase compared to the customer loyalty research from just two years ago. 
  192. 75% of consumers expect brands to make more of a contribution to their well being and quality of life. 
  193. Of all those people, only 40% actually believe brands are contributing to their overall quality of life. 
  194. 60% of brand created content is failing to deliver. 
  195. 69% of US consumers say customer service is very important when it comes to their loyalty to a brand. 
  196. 54% of consumers say they’ve had at least one bad customer service experience in the last month. 
  197. In fact, customer satisfaction statistics show the average American consumer is even more likely to tell 15 others about a negative experience they had with a business. 
  198. In 2014, this number was at 67%, which indicates that US businesses have realized the advantages that quality service offers. 
  199. 77% of consumers say they stayed loyal to specific brands for 10 years or more. 
  200. Despite their relatively young age, they already have long term relationships with brands at the rate of 60%. 
  201. 90.2% of US consumers feel equally or more loyal to a brand than they were a year ago. 
  202. 55.3% of consumers stay loyal to a brand because they love the product. 
  203. 51% of people cite this very reason, while only 23.5% of loyal customers abandon brands because of poor customer service. 
  204. 69% of US consumers do not trust advertisements. 
  205. 93% of consumers are more likely to make repeat purchases at companies with excellent customer service. 
  206. 74% of millenials will switch to a different retailer if they receive poor customer service. 
  207. This number is high, but it is also significantly lower when compared to gen X and baby boomer consumers, where an estimated 86% and 85% would leave after one bad customer service experience. 
  208. 90% of US consumers prefer national brands to store or local brands. 
  209. The biggest categories consumers are loyal to on the national level are electronic devices at 79%, apparel and footwear at 65%, and health and beauty products at 59%. 
  210. More than 50% of Americans have cancelled a purchase because of bad service. 
  211. Customer retention statistics additionally show 33% of US consumers consider abandoning a business and switching to a competitor after just one instance of bad user experience. 
  212. 50% of US consumers have left a brand they were loyal to for a competitor that better met their needs. 
  213. 37% of consumers feel they need at least five purchases to consider themselves loyal to a brand. 
  214. A third of people will say they are loyal customers after three purchases, while only 12% will consider themselves brand. 
  215. 61% of consumers think surprise gifts and offers are the most important way a brand can interact with them. 
  216. Other top answers from the research are a more convenient shopping process at 50%, solving a problem or a question at 45%, and recommending products based on needs at 27%. 
  217. 77% of consumers say they favor brands that ask for and accept customer feedback. 
  218. The same research found that 68% of consumers will view brands more favorably if they offer or contact them with proactive customer service notifications. 
  219. Globally, 67% of consumers feel like customer service is improving. 
  220. What’s more, the main reason for customer frustration at 30% is not being able to reach the support staff. 
  221. 48% of people expect specialized treatment for being a good customer. 
  222. 86% of customers say an emotional connection with a customer service agent would make them continue to do business with the company. 
  223. The same study found that only 30% of customers felt companies made that connection with them in 2018. 
  224. 75% of them believed those platforms are not viable for customer service. 
  225. CRM will explode in 2023, achieving an 11.6 percent CAGR from 2023 to 2027 Source. 
  226. Zendesk Around sixty four percent of consumers began using a new channel for customer service in 2023, and they like ongoing experiences across each platform. 
  227. CRM decision makers claim they benefit from an increase (14.6%). 
  228. Four sectors accounted for more than fifty percent of CRM users in 2018 and 2019 Source. 
  229. The real estate industry has 25% users of CRM solutions and followed by consulting with 11%. 
  230. Distribution and insurance have 8% each. 
  231. The percentage of cloud based users was just 12% in 2008 and jumped to 62% in 2018. 
  232. It has significantly accelerated to 87% these days. 
  233. Sales productivity can accelerate by 34% thanks to CRM Source. 
  234. They have growing revenue at 23.2% annually. 
  235. Approximately 44% of brands increase their IT budgets in 2020 Source SWZD. 
  236. 92% of business reports that CRM use is important for accomplishing business goals. 
  237. IT/Tech/Software 22.7% 2.0% 9.8% 0.2% Logistics & Wholesale 23.4% 2.0% 11.7% 0.3% Media, Entertainment, Publishing 23.9% 2.9% 12.4% 0.1% Nonprofit 26.6% 2.7% 10.2% 0.2%. 
  238. Other 19.9% 2.6% 13.2% 0.3% Professional Services 19.3% 2.1% 11.1% 0.2% Real Estate, Design, Construction 21.7% 3.6% 17.2% 0.2% Retail 17.1% 0.7% 5.8% 0.1% Travel, Hospitality, Leisure 20.2% 1.4% 8.7% 0.2%. 
  239. Wellness & Fitness 19.2% 1.2% 6.0% 0.4% Average Totals 21.5% (+3.5%) 2.3% (0.3%) 10.5% (3.6%). 
  240. The Education industry, for example, has the highest open rate, and the highest click through rate at 28.5% and 4.4%, respectively. 
  241. As an industry, it holds the title for both lowest open rate by industry (17.1%). 
  242. Real Estate, Design, & Construction has the highest clickto open rate at 17.2% no doubt riding the real estate boom in 2021. 
  243. While it may not seem like much on the surface, those swings in average open rate across all industries (up 3.5% yearoveryear), and clickto open rate (down 3.6%). 
  244. This is something we’ll likely see more of as users continue to activate the feature, so it’s definitely something to keep an eye on heading into 2023. 
  245. Day of the week Open Rate ClickThrough Rate Clickto Open Rate Unsubscribe Rate Sunday 20.3% 2.1% 10.1% 0.1% Monday 22.0% 2.3% 10.6% 0.1% Tuesday 21.8% 2.4% 10.8% 0.1% Wednesday 21.8% 2.3% 10.7% 0.1%. 
  246. Friday 21.6% 2.2% 10.1% 0.1% Saturday 20.5% 2.1% 10.1% 0.1%. 
  247. Best days with highest clickto open rates Wednesday and Tuesday (10.8%) Email unsubscribe rates were virtually identical throughout the week (0.1%). 
  248. Worst days with lowest click through rates Saturday & Sunday (2.1%). 
  249. Worst day with lowest clickto open rates Friday, Saturday, Sunday (10.1%). 
  250. Unsubscribe Rate AMER 21.0% 2.2% 10.4% 0.1% UK 22.9% 2.4% 10.6% 0.1% EU 22.1% 2.2% 10.7% 0.2% APAC 22.4% 3.0% 13.4% 0.3%. 
  251. The global revenue growth for Moody’s rated construction companies will grow at an average of 5% in 2019 and beyond. 
  252. The North American construction industry slows down to 1.2% and Western Europe to just 2.2% in 2019. 
  253. Construction activity in Latin America will continue its recovery in 2019 with a growth of 1.2%. 
  254. Also, experts predict this to have an average of 3% from 2020 to 2023. 
  255. Growth in the Middle East and Africa region slowed to 2.2% from 2014 to 2018. 
  256. However, this is expected to rise with an average of 5.5% every year from 2019 to 2023. 
  257. The annual growth of the US construction industry from 2014 to 2019 is at 8.3%. 
  258. Between 2007 and 2020, the Fortune List 1000 had 45% more E&C firms. 
  259. Experts predicted that the value of private nonresidential construction will increase in 2020. 
  260. The segments of nonresidential transportation (+16%), lodging (+14%), and office (+11%). 
  261. Bottom segments for spending growth in 2018 are religious constructions ( 2%), multifamily residential constructions , and healthcare constructions (+1%). 
  262. Single family housing construction witnessed stable growth from 2017 to 2018 with an average of 4%. 
  263. The construction of improvements saw an upward growth of 5% from 2017. 
  264. 77% of contractors and builders report, in a September 2020 survey, that there is no change or there is a decline in their profit margins. 
  265. Singlefamily starts went up 13% from the pre. 
  266. Experts estimate job growth in the industry is projected to be at 1.1% for ten years. 
  267. Also, construction laborers make up the largest segment of professionals 17.3%. 
  268. Carpenters come in second at 9.23%. 
  269. Males make up 89.2% of construction professionals. 
  270. On the other hand, females make up 10.8% of the total workforce. 
  271. The share of non native construction workers varies across states like California (42%), Texas (41%). 
  272. (37%), Nevada (37%), and Florida (35%) in 2018. 
  273. Construction unemployment rates are not too far from the national rate with the former 4% and the latter around 5%. 
  274. Though the number of jobs available since 2017 in the construction sector has increased, the number of new hires has gone up by less than 10%. 
  275. 4.39% Plumbers, pipelifters, and steamfitters Most Common Occupations in the US Construction Industry Painters & paperhangers 4.23% Painters & paperhangers Source. 
  276. Buildings account for around 40% of global energy. 
  277. Emissions from commercial buildings may grow to 1.8% in 2030. 
  278. Green homes may increase in value by 10 percent and resale value can also be boosted. 
  279. LEED buildings have around 20% lower maintenance costs than usual commercial buildings. 
  280. Green buildings reduce carbon emissions by 34%. 
  281. Also, they can consume up to 25% less energy than conventional buildings. 
  282. Experts expect the nonresidential green building segment to experience a 9.25% CAGR by the end of 2023. 
  283. A poll conducted after the November 2020 US elections showed that 76% of E&C executives plan to invest in at least one digital technology in 2021. 
  284. 76% of E&C decision makers are putting more money into connected technologies to solve issues regarding cost and margin. 
  285. In a 2018 report, a survey found that 18% of small and medium construction companies are using drones. 
  286. Moreover, by 2020, 8% report that they will implement drone use. 
  287. 24% of E&C leaders are investing in drones and robotics to enhance efficiency in construction sites. 
  288. Only 16% of construction companies are using autonomous equipment. 
  289. Also, another 8% report that they will implement the use of autonomous equipment by 2020. 
  290. However, only 6% of construction companies use AR/VR. 
  291. Construction businesses are looking for the following features the most in construction management platforms project tracking (73%), job costing (72%), project estimating (66%), improved accuracy (47%), and process standardization/automation (39%). 
  292. In trials, autonomous vehicles mixed with human operated excavators have delivered a 40% improvement in efficiency compared to conventional means. 
  293. It only had a 1% increase from the previous year. 
  294. 26% of E&C executives are increasing their utilization of prefabrication and modular construction materials. 
  295. Module assembly yards are cost efficient and can reduce expenses from 6% to 30%. 
  296. E&C leaders are looking at digital supply networks, as those can help solve the challenge that 54% of contractors face insufficiency of at least one construction component. 
  297. Not only that they can cut costs by 40%, but they can also reduce CO2 emissions by 98%. 
  298. Moreover, the company shifted 90% of its construction work to factories. 
  299. 74% of respondents believe that the top priority should be the attracting of new talent and to build up requisite skills. 
  300. Moreover, 65% want to integrate and increase collaboration across the value chain. 
  301. Also, 61% want to adopt advanced technologies at scale while 39% want to maximize the use of digital models and data throughout processes. 
  302. 68% of engineering and construction executives are somewhat or very positive in their 2021 outlook despite the pandemic. 
  303. 70% of engineering and construction experts believe that infrastructure projects can help revive the economy from the effects of Covid. 
  304. 46% of E&C executives relay that they will be focusing more on infrastructure works in 2021. 
  305. Spending on US infrastructure is predicted to reach $1 trillion in 2021. 
  306. 60% of E&C leaders are looking to diversify in the coming years to lessen their exposure in underperforming segments, because of the ravages of Covid. 
  307. Volvo Cuts CO2 Emissions by an Electrifying 98% at Sweden’s Largest Quarry. 
  308. The overall average open rate is 16.97%, with a 10.29% CTR how do your email rates compare?. 
  309. As a rule of thumb you should look for 10 to 15% CTOR, so can compare emails against this benchmark. 
  310. The implementation of a CRM approach is likely to affect customer satisfaction and customer knowledge for a variety of different reasons.[31]Firstly, firms can customize their offerings for each customer. 
  311. For example, [44]MBNAEurope has had a 75% annual profit growth since 1995. 
  312. Once proper clients are identified, the firm retains 97% of its profitable customers. 
  313. Also 10% of their account holders ask for more information on cross sale products.[44]Amazon has also seen great success through its customer proposition. 
  314. The implementation of a CRM approach is likely to affect customer satisfaction and customer knowledge for a variety of different reasons.[31]. 
  315. They also used CRM training for the employees to see up to 80% of customers. 

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