Contents StaStatte oe of Salesf Sales 44 Executive Summary ..................................................................................................................................................... 5 01 Sales Teams Fall Short of Rising Customer Expectations ........................................................................... 6 A Data-Driven Sales Playbook Emerges ........................................................................................................ 11 02 The Impact of Artificial Intelligence Takes Shape ....................................................................................... 15 03 Virtual Selling Hits a Tipping Point ................................................................................................................. 20 04 Top Sales Teams Break from the Silo Mentality ........................................................................................... 23 05 Last Look: 4 Practices That Drive Sales and Customer Success ............................................................................. 27 Country Profiles ............................................................................................................................................................ 28 Industry Profiles ........................................................................................................................................................... 39 Appendix ........................................................................................................................................................................ 45 Survey Demographics ................................................................................................................................................. 55 Salesforce Research