1.
70 800 40 50 60302010 10090
70 800 40 50 60302010 10090
40
50
30
20
10
0
1
Not at all customer-centric Very customer-centric
2 3 4 5
5%
9% 9%
48%
29%
Selling together
of the best teams believe sales is
the whole company’s responsibility.
Only 15% of underperformers agree.
of top performers worldwide
have a single view of the
customer. That’s compared to
14% of underperforming teams.
of high-performing sales teams
already use or are planning to
use a mobile sales app, compared
to 28% of underperformers.
43%
61%
28% 60%
of high performers say analytics is
absolutely critical or very important
for driving strategy and improving
operational outcomes and their
executive teams are committed.
90%
of top teams in the UK are already
using sales analytics or planning to
start in the next 12-18 months.
of underperformers can do that.
average number of data types
analyzed by top performers.
84%
17%
growth of customer service mobile
app use expected over the next
two years.
growth in the use of social media
monitoring technology is expected
in the next 12-18 months.
And four times more likely to
manage self-service portals.
The best service teams are
eleven times more likely
to manage online communities.
We asked people to
give their organisation a
customer-centricity score:
Email
Core marketing technologies:
The greatest marketing
SocialMobile
66%71%73%
15%
14%
125%
growth in mobile sales app use is
expected in the next two years.
A year for analytics
Customer-centric service
of high-performers can predict
buyer needs based on data,
experience and analysis 80%
of the time.
39%
0 21
plan to increase or maintain
their spend on marketing
activities and technology.
It’s 88% in the UK.
84%
Marketing growth
currently use predictive analytics,
and adoption is set to grow by
135% over the next 12-18 months.
New business
development
Keeping up-to-date
with technology
and trends
Quality
of leads
Legacy systems
Customers (!)
Red TapeUser adoption of IT
Data integration
What’s stopping you from
becoming customer-centric?
How to win at sales,
marketing and
customer service
We spoke with thousands of business leaders to
find out how the top-performing sales, marketing
and customer service teams get ahead.
Here’s what we learned.
Learn more about how the best get ahead
– read our reports:
2015 State of Sales – http://bit.ly/SofSales
2015 State of Service – http://bit.ly/SofService
2015 State of Marketing – http://bit.ly/SofMarketing
2015 State of Analytics – http://bit.ly/SofAnalytics
www.salesforce.com