Top Sales Teams Break from the Silo Mentality State of Sales 25 05 A collaborative selling structure doesn’t stop Sales and Service Alignment Becomes the Norm with sales and marketing; 77% of business buyers expect salespeople to be aware of Across the performance spectrum, the majority of sales teams are now empowered to collaborate 1 with service colleagues, and have implemented processes to ensure they work in tandem. service interactions. Companies are increasingly judged by the quality Percentage of Salespeople Who Agree with the Following Statements High Performers vs. of their customer service, compelling reps to stay in About Their Relationships with Service Colleagues Underperformers lockstep with customers’ ongoing needs. What’s There is a free and open flow of more, tight collaboration between sales and customer data between sales and 84% 1.4x service teams may surface opportunities that’d service teams 74% more likely otherwise go unnoticed. 59% Sales and service teams are 83% 1.3x Collaboration, common goals, and shared empowered to collaborate 79% more likely customer data are now common practices among 65% all sales and service teams, with high performers Service reps proavtively alert sales reps 83% 1.6x leading the pack once again. to opportunities 72% more likely 53% Sales and service teams share common 81% 1.4x High Performers vs. Underperformers goals and metrics 74% more likely 1.6X more likely than underperformers 59% Sales and service teams have standard 81% 1.5x to say service reps proactively alert them processes for collaboration 74% more likely about opportunities 54% High performers Moderate performers Underperformers Base: All respondents SALES LEADER INSIGHT “The trifecta of delivering a compelling and meaningful customer experience happens when sales, customer service, marketing are all focused on customer success and how to measure it, instead of siloed objectives.” — Tiffani Bova, Global Customer Growth and Innovation Evangelist, Salesforce 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