Sales Teams Fall Short of Rising Customer Expectations State of Sales 6 01 Technological innovation is changing everything Customers Raise the Bar for Sales Standards at breakneck speeds — and for sales teams the reality is stark: The moment companies meet the Technology-savvy customers have increasingly high standards, and explicitly seek trusted advisors standard, customers again raise the bar. Great over traditional salespeople. products or low prices alone won’t woo them. Today’s customers demand superior experiences, Percentage of Business Buyers Who Agree with the Following as well as a commitment to their success, in exchange for their business and loyalty. I want the same experience as when I’m buying for myself 82% While this phenomenon is commonly recognized by companies that cater to the B2C space, it’s not always top of mind for B2B companies. Yet It’s easier than ever to take my business elsewhere 79% business buyers’ expectations are being similarly transformed — 82% want the same experience I seek salespeople who act as trusted advisors 78% as when they buy for themselves. My standards for how companies interact Elevated customer experience may be table with me are higher than ever 73% stakes for service teams, but it’s a relatively new focus for salespeople. Winning deals is more I expect vendors to personalize engagement about understanding customers’ unique to my needs 72% markets and preferences — and ultimately I feel more empowered than ever being a trusted advisor. (in control of my relationships with companies) 67% 78% of business buyers seek Source: State of the Connected Customer survey, Salesforce Research, April 2018. trusted advisors — not just Data may or may not be reflected in the “State of the Connected Customer” report. salespeople — that add value to their business. SALES LEADER INSIGHT “To be seen as a necessary part of the buying process going forward, sellers need to bring much more value-add to the table than ever before.” — Jim Dickie, Co-Founder, CSO Insights Salesforce Research