AI enhances CRM's capabilities and benefits all industries including retail, financial, and healthcare.
Las Vegas, 02nd Apr 2025—goodfirms, a globally renowned B2B ratings and reviews platform, has released its latest research on "Know AI CRM to Know Your Customers—Expert Insights from Over 100 CRM Professionals." This study reveals more about AI CRM—how it is helping businesses create value for sales, marketing, and customer service. The study also highlights AI CRM applications in different industries and their benefits.
According to Goodfirms research, 91.5% of survey participants said AI can help brands know their customers better, 7.5% were unsure, and merely 1% felt that knowing AI was not relevant to understanding their customers.
Goodfirms study reveals strong consensus on the benefits of AI in CRM: 85.8% of respondents believe it significantly strengthens customer relationships, while only 13.2% remain uncertain.
"Top benefits of AI-powered CRM software include; anticipated customer needs, forecast customer behavior, maximize productivity, deliver more impactful customer experiences in sales, customer services, and customer care," reports Goodfirms.
On questioning about the factors impacting the ongoing adoption of AI in CRM, the survey respondents clarified them as automating repetitive tasks, gathering real-time insights & analytics, hyper-personalized marketing, sentiment analysis, lead scoring & prioritization, optimized customer retention, seamless omnichannel experience, fraud detection & risk management, customer retention and much more.
Goodfirms survey also gathered valuable insights from top professionals on the role of CRM in sales, marketing, and customer support. The survey-participated companies experienced about 30% increased revenue by implementing AI sales CRM, 44% said AI CRM in marketing helped data-driven campaigns and customer segmentation, and 51% of surveyors mentioned that AI-powered customer relationship management solutions allows businesses to analyze customer data, personalize AI chats and more.
"Top industries leveraging AI-powered CRM are retail & e-commerce (87%), financial sector(74.5%), healthcare (73.6%), insurance (61.3%), real-estate (56.6%), hotels (49.1%), education (49.1%), and consulting industry (48.1%)," Goodfirms find.
Referring to the challenges encountered during AI CRM implementation, there were many who pointed out the integration complexities with existing systems, data quality issues, ongoing maintenance, updates, data privacy & security issues, high initial costs, user adoption and staff training.
Goodfirms concludes the survey by saying that businesses leveraging AI in CRM will know their customers, grow and scale quickly and enhance customer experiences.
Key Findings:
- AI CRM ratings: The average rating is 8.33, with closer to 20% of participants opting for 10 stars.
- 91.5% of survey participants said AI can help brands understand their customers better.
- 51% said analyzing customer data with the help of AI contributes to better management of customer relationships.
- 44% of participants said data-driven campaigns have significant potential for businesses.
- 60% said automating repetitive tasks with the help of AI enables sales representatives to save time and focus more on closing the sale.
About Research:
Goodfirms Survey- "Know AI CRM to Know Your Customers - Expert Insights from Over 100 CRM Professionals" queried 530 global businesses from 25+ countries to to discuss the benefits of AI in CRM, and the benefits of knowing AI CRM to know customers better in 2025.
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