Top Sales Teams Break from the Silo Mentality State of Sales 23 05 As executive leadership focuses on delighting Sales Values a Connected Customer View customers, sales teams recognize that connected experiences entail far more than sales interactions. Strong majorities of salespeople cite a single, shared view of customer data across marketing, sales, In fact, 75% of business buyers say connected and service interactions as important for a variety of objectives that impact the bottom line. processes — across marketing, sales, and service interactions — are very important to winning Percentage of Salespeople Who Say a Connected View of Customer Data 1 their business. Is Important to the Following Seventy-seven percent of salespeople say selling collaboratively with other departments is important. Increasing customer satisfaction 88% This model is akin to selling by committee, through which various perspectives from across the customer Aquiring new customers 86% journey are incorporated. To make this approach work, 81% say a Closing more deals 83% connected view of data across the customer journey is important. Teams increasingly rely on this Empowering reps to be proactive 83% 360-degree customer view of marketing campaign engagement, service history, and more to not only Reducing customer attrition/increasing increase customer satisfaction, but ramp up their customer loyalty 79% own productivity. Empowering reps to look beyond transactions 79% In the tangle of disparate legacy systems and APIs, a true, 360-degree customer view requires linked Increasing average deal size/order value 75% data sources — yet only 49% of sales teams have such fully integrated systems. Shortening sales cycles 71% Base: All respondents High Performers vs. Underperformers 2.1X more likely than underperformers to have fully integrated systems 1 State of the Connected Customer survey, Salesforce Research, April 2018. Data may or may not be represented in the “State of the Connected Customer” report. Salesforce Research