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Workbooks, a leading British CRM vendor, today unveils research into CRM use in the small and medium enterprise (SME) market. The State of the CRM Market 2018 - An SME Perspective showed that 70% of SMEs have adopted a CRM solution but a third are still lagging behind.

Workbooks surveyed SMEs (£5M to £250M revenue) across the United Kingdom and found that 30% of them still do not have any CRM technology in place. CRM deployment has picked up pace in recent years with 70% using a CRM solution, but nearly a third of SMEs are lagging behind.
As expected the majority of the 30% without CRM still use spreadsheets.

Drivers to CRM adoption

The survey found that the primary drivers for CRM adoption were to improve the productivity of customer facing employees...

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