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The following presentation is an
overview of the trends we believe
THE WAY COMPANIES SELL AND
ENGAGE WITH CUSTOMERS
in the not too distant future.
WILL MOST IMPACT
OF SALES METRICS
will change in the next 3 years
changing customer demands
are under pressure to adapt to
and purchasing patterns.
JUST 12 MONTHS LATER,
Source: 2nd Annual State of Sales, 3rd Edition State of Sales
Last year, customer experience
was on its way to becoming the
number one sales metric.
the top spot has been claimed by
Do evolving KPIs mean companies should
START TRACKING SALES REPS ON
the lifetime value of customers?
Reps will be
COMPENSATED ON USAGE,
not deal size
is the ability for customers to
pay for a service or product
based on need and usage.
Long employed by utility and telecom companies,
flexible usage is expanding to
businesses in other industries.
Auto Insurance (MILES DRIVEN),
Transportation (MILES RIDDEN),
Real Estate (FLEXIBLE WORKSPACE),
Advertising (PAY PER CLICK, IMPRESSIONS)
Amazon Web Services
now charges by the
As customers pay differently, it will
change how reps are compensated.
REPS WILL HAVE A
USAGE GROWTH QUOTA
and be paid commission based
on the growth of the customer.
Enabling the client
to use the product
could be much more significant.
CLOSING A DEAL
may mean far less to the rep.
ARE THE NEW
Customer Service Agents
With today’s customers demanding
superior experiences, as well as a
commitment to their success,
is in a perfect position to be the next
There's a pivot away from viewing
customer service as a cost center
and instead viewing it as a
Source: 3rd Edition State of Sales
82%OF B2B BUYERS
want the same experience for
their companies as when they
shop for themselves.
And this is not limited to B2C companies.
59%OF SERVICE AGENTS
are already empowered to create
add-on renewal quotes and orders
DIRECTLY FROM THEIR CRM.
Source: 2nd Annual State of Service
Modern selling continues to
EXPAND INTO MORE
will no longer be reserved for just
MARKETING AND CUSTOMER SERVICE.
THIS INCLUDES THE OPTIONS OF:
(short messaging service,
or text messaging)
When it comes to sales, AI’s role is to
ease the burden of manual and tedious tasks.
This gives reps more time to focus on
giving customers what they want:
consultative, trusted advisors ⎯
A UNIQUELY HUMAN SKILL SET.
The value of humans is reflected in hiring
trends among sales teams using AI.
Source: 3rd Edition State of Sales
76% are adding staff.
Given the trends, it is vital that
skill up on
It wasn’t that long ago when
salespeople were hesitant to use
email to connect to their customers,
As futurist Peter Schwartz has shared,
and now that is expected.
”Source: The Future of Sales is Artificial Intelligence
Source: The Future of Sales is Artificial Intelligence
I'd be more worried about being
replaced by another salesperson
who is empowered by intelligence
than by a machine.
”– Peter Schwartz, Futurist
BOTS MIGHT BE THE ANSWER
Source: CSO Insights
has gone down for
5 straight years.
There’s a lot of potential for an
increase in productivity
with the option to easily
capture unstructured data
⎼ such as meeting notes and tasks ⎼
by dictating them into
CRM and having them
via artificial intelligence.
CRM information could be captured
and accessed using smart speakers,
seamless and real-time KPI reporting.
Voice technology will
also likely evolve into a
virtual CRM assistant
of sorts, where a VP of Sales, for
example, would no longer need
an executive assistant, because
he/she would have an
THE CRM SYSTEM
will no longer react to what
the salesperson does.
CRM will exist around a rep’s day
AND BE SEAMLESS
in the way it supports them.
Sales reps will no longer
need to enter data.
IT WILL HAPPEN
AS THEY SELL.
Emails, meetings, calls, etc.
will all be integrated and
the CRM will use that to
the next best action,
what to prioritize, etc.
Want to learn more about the future of sales?
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