Sales Teams Fall Short of Rising Customer Expectations State of Sales 7 01 Customer satisfaction (CSAT) is now the number As Sales Strategy Shifts, Customer Experience Metrics Lack Consensus one measure of sales success, if only by a small margin. This puts sales teams in good company, as Sales teams are redefining traditional success metrics with an eye on customer experience, metrics are leaning toward customer experience but there’s no wholesale way to measure it. no matter the department. But while customer experience is a top priority, especially within the Percentage of Sales Teams That Track or Plan to Track the Following C-suite, there’s no universally accepted way for Key Performance Indicators (KPIs) sales teams to measure their role in delivering it. While CSAT is a worthy metric, it’s arguably vague. Customer satisfaction (CSAT) 66% 23% More pointed experience metrics, such as 65% 23% customer usage and Net Promoter Score (NPS), Team quota met aren’t as widely tracked today — but adoption is on 65% 22% the rise. Individual quota met While sales leadership is holding reps accountable 58% 27% Customer retention/attrition for great customer experience, quotas aren’t falling Customer usage (e.g., consumption, 52% 30% by the wayside. In fact, metrics like customer deployment, utilization) lifetime value have explicit ties to both experience 51% 28% and business performance. Conversion rate Activity quantity 45% 26% (e.g., calls made, emails sent) Customer acquisitions cost (CAC) 43% 33% Sales KPIs with the Highest Projected Two-Year Growth 36% 34% Customer lifetime value (CLV) +118% Net Promoter Score (NPS) 31% 33% +105% Pipeline accuracy Pipeline accuracy +94% Customer lifetime value (CLV) Net Promoter Score (NPS) 28% 33% Currently track Plan to track within two years Base: Sales executives and managers Salesforce Research