CRM Statistics 2026: Research by enable.services
This report is based on responses from 34 attendees at our December 2025 SugarCRM Workshop Day. Participants primarily included sales, marketing, and revenue operations leaders—all active users of SugarCRM. As such, the results reflect the perspectives of engaged users leveraging CRM to drive business outcomes.
We asked participants various questions to gauge how they use their CRM and where they need further support. Keep reading to learn the most common outcomes and insights from UK CRM users.
How long have you been using your CRM system?
- Of the 25 respondents, 44% have been using their CRM for more than three years, indicating a largely experienced user base.
- A further 24% reported approximately three years of usage.
- Meanwhile, 20% are new to SugarCRM, and 12% have been using the platform for up to one year.
What does your CRM mean to you?
Respondents could select multiple answers.
- The top priorities centred around Sales & Pipeline Management (79%) and Reporting & Analytics (72%).
- Customer Support & Services and Marketing & Lead Management were important to approximately 41% of participants each.
- Only 7% indicated needs outside these core areas (“other”), underscoring SugarCRM’s focus on critical business functions.
How do you view your CRM?
Respondents could select multiple answers.
- A significant majority (72%) see their CRM as a daily work tool, vital for everyday operations.
- Over half (52%) are still in the learning phase and view the platform as having untapped potential.
- Meanwhile, 36% recognise the CRM’s role as a helpful data automation tool.
Do you integrate your CRM with other systems?
Respondents could select multiple answers.
- 68% reported integrating SugarCRM with ERP systems, making ERP the most common integration partner.
- Other integrations included BI tools (18%), marketing suites (14%), and payment systems (9%).
- Over a third (36%) also indicated integration with other unspecified systems, illustrating the flexibility of SugarCRM’s API-first approach.
What are your biggest CRM goals?
Respondents could select multiple answers.
- Keeping data organised (71%) was the leading CRM goal.
- This was closely followed by driving more sales (67%) and understanding customers better (63%).
- Improving productivity (54%) was also a key priority.
How often do you use your CRM?
- 71% use their CRM daily, demonstrating strong adoption.
- 14% use it a few times a week.
- Another 14% are still learning and not yet active users.
- Notably, no respondents reported “rare” usage.
Words that come to mind when hearing "SugarCRM"
Open-ended responses painted SugarCRM as a core, dependable system essential to daily operations. Common descriptors included useful, efficient, reliable, and easy to use. Many respondents described it as “the backbone of everything we do and what drives my day at work”, emphasising its mission-critical status.
Flexibility and sales-focused capabilities were also highlighted, with SugarCRM described as a “useful sales tool and a sales lead management tool”. Overall, these sentiments reflect strong reliance on SugarCRM as an invaluable and intuitive platform supporting both productivity and revenue generation.
These findings offer valuable insights into CRM adoption, integration, and goals for 2026.
Want to learn more about SugarCRM or CRM in general? enable.services provides expert consultancy to help you find the CRM that’s right for you. Contact us today!
