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Customer relationship management (CRM) software usage in France 2019, by industry

In 2019, an average of 27 enterprises out of a hundred used a customer relationship management (CRM) software system. While this was the case among 53 percent of the enterprises in the information and communication sector in France, only ten percent of companies of the construction industry used such a system than same year.

Customer Relationship Management

Customer relationship management is one among many enterprise software used by professionals in order to optimize their processes. CRM is the tools and techniques designed to capture, process and analyze information relating to customers and prospects, with the aim of building loyalty by offering or proposing services to customers. These kinds of software are mostly used by bigger companies and the revenues of the CRM outsourcing sector has slowly been increasing over the past few years.

Business software market

Business software are tools used for business purpose and aim to improve productivity and help companies reach specific goals. The revenues of the general software market and the business software market in France rose sharply from 2016 to 2021 and this trend is likely to keep going in the future as they are used more and more frequently.

Industries ranked by customer relationship management (CRM) system penetration in France in 2019

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Release date

April 2019



Survey time period


Number of respondents

181,181 respondents

Special properties


Supplementary notes

* Information and communication: section J of the French industry classification system (NAF), 2nd version.

Scientific, technical and specialized activities: section M of the NAF.

Support and administrative services, real estate: section N and L of the NAF.

Transport and storage: section H of the NAF.

Wholesale commerce, car and motorcycle business and repair: section G, divisions 45 and 46 of the NAF.

Retail commerce: section G, divisions 47 of the NAF.

Construction: section F of the of the NAF.

Manufacturing industry, production and distribution of electricity, gas, steam and air conditioning, production and distribution of water, decontamination and waste management: sections C, D and E of the NAF.

Accommodation and food services: section I of the NAF.

Shares calculated using figures provided.
Original data have been put in percentage and rounded.
Includes enterprises of at least ten people.
Excludes agricultural, financial and insurances enterprises.

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Statistics on "Enterprise software in France"

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