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THE FUTURE
OF SALES
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such u...
The following presentation is an
overview of the trends we believe
THE WAY COMPANIES SELL AND
ENGAGE WITH CUSTOMERS
in the...
TREND ONE:
OF SALES METRICS
50%
will change in the next 3 years
changing customer demands
are under pressure to adapt to
and purchasing patterns.
for
SALES PERFORMANCE
THE METRICS
JUST 12 MONTHS LATER,
Source: 2nd Annual State of Sales, 3rd Edition State of Sales
Last year, customer experience
was on ...
Do evolving KPIs mean companies should
START TRACKING SALES REPS ON
the lifetime value of customers?
TREND TWO:
Reps will be
COMPENSATED ON USAGE,
not deal size
FLEXIBLE USAGE
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.
These inclu...
Amazon Web Services
now charges by the
SECOND.
Source: CNBC
As customers pay differently, it will
change how reps are compensated.
REPS WILL HAVE A
USAGE GROWTH QUOTA
and be paid com...
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
TREND THREE:
Customer Service Agents
SALES REPS
With today’s customers demanding
superior experiences, as well as a
commitment to their success,
is in a perfect position ...
There's a pivot away from viewing
customer service as a cost center
and instead viewing it as a
REVENUE CENTER.
Source: 3rd Edition State of Sales
82%OF B2B BUYERS
want the same experience for
their companies as when they
shop for the...
59%OF SERVICE AGENTS
are already empowered to create
add-on renewal quotes and orders
DIRECTLY FROM THEIR CRM.
Source: 2nd...
DIGITAL CHANNELS
TREND FOUR:
Modern selling continues to
EXPAND INTO MORE
will no longer be reserved for just
MULTI-CHANNEL
CUSTOMER ENGAGEMENT
MARKETING AND CUSTOMER SERVICE.
THIS INCLUDES THE OPTIONS OF:
SMS
Chat
Mobile Chat
Video
(short messaging service,
or text messaging)
THERE ARE
TWO MAJOR
THINGS
DRIVING
THIS.
THE FOCUS ON PROVIDING
a buying experience
ON THE CHANNEL
customers most prefer.1
A massive increase
in the amount of time
sales reps spend selling
VIA VIRTUAL CHANNELS.
2
Time spent interacting with
customers virtually has
Source: 3rd Edition State of Sales
that of meeting in-person.
INCREASE...
How long before
SMS, CHAT, AND VIDEO
become a tool
EMBEDDED WITHIN CRM?
AI WILL REQUIRE
TREND FIVE:
MORE SALES HEADCOUNT,
not less
The rapid ascent of
ARTIFICIAL INTELLIGENCE,
ROBOTS, AUTOMATION,
AND MACHINE LEARNING
has caused job security
fears for ma...
SALES NEED NOT
BE ONE OF THEM.
Not only is AI not destroying sales jobs,
IT’S CREATING THEM.
WHY IS
THIS?
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...
The value of humans is reflected in hiring
trends among sales teams using AI.
Source: 3rd Edition State of Sales
76% are a...
Given the trends, it is vital that
SALES REPS
skill up on
ARTIFICIAL
INTELLIGENCE.
It wasn’t that long ago when
salespeople were hesitant to use
email to connect to their customers,
As futurist Peter Schwa...
Source: The Future of Sales is Artificial Intelligence
I'd be more worried about being
replaced by another salesperson
who...
BOTS MIGHT BE THE ANSWER
TREND SIX:
to improving
QUOTA ATTAINMENT
Source: CSO Insights
has gone down for
QUOTA
ATTAINMENT
5 straight years.
MORE THAN
of reps expect to miss quota.
1/2
With all of the
advancements in technology
these should be shocking
statistics to see.
ONE REASON FOR THE
LOW QUOTA ATTAINMENT:
those increased customer
expectations we keep
talking about.
DIGITAL ASSISTANTS,
a.k.a. sales bots,
may be the key to
filling in the gaps.
Source: The 2018 State of Chatbots Report
Consumers see chatbots
as the best way to get
fast answers to questions.
NUMBER ONE LEAD
GENERATION SOURCE,
Brands leveraging chatbots have
already seen them become their
automating many of the
r...
Going forward, bots
will even provide reps with
REAL-TIME INFORMATION AND
COACHING DURING SALES CALLS,
improving close rat...
The buyer will
take charge of
TREND SEVEN:
how they receive
INFORMATION
The boundary between the
physical and the digital worlds
continues to break down.
Much of the innovation now underway is f...
Source: 3rd Edition State of Sales
is very important to
winning their business.
59% OF CUSTOMERS SAY
tailored engagement b...
More and more, the onus will be on
companies to connect with people and
make their pitch something
the customer actually w...
An extreme existing example of
customers choosing to be marketed to
is the annual Super Bowl broadcast,
Source: Forbes
whe...
We'll be able to
TREND EIGHT:
TALK TO OUR CRM
There’s a lot of potential for an
increase in productivity
with the option to easily
capture unstructured data
⎼ such as m...
CRM information could be captured
and accessed using smart speakers,
GIVING EXECUTIVES
seamless and real-time KPI reportin...
Source: Diginomica
Voice technology will
also likely evolve into a
virtual CRM assistant
of sorts, where a VP of Sales, fo...
TREND NINE:
INVISIBLE CRM
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
NATURALLY
AS THEY SELL.
Emails, meetings, calls, etc.
will all be integrated and
the CRM will use that to
proactively suggest
the next best action...
Want to learn more about the future of sales?
The Story of Sales
TheStoryofSales.com
A documentary film about
the salesper...
The Future of Sales
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The Future of Sales

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This presentation is an overview of the trends Salesforce believes will most impact the way companies sell and engage with customers in the not too distant future.


Note: The correct source for the stat referenced on slide 48 is 2nd Edition State of the Connected Customer: https://www.salesforce.com/form/pdf/state-of-the-connected-customer-2nd-edition

Published in: Sales

The Future of Sales

  1. 1. THE FUTURE OF SALES
  2. 2. This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements. Statement under the Private Securities Litigation Reform Act of 1995 Forward-Looking Statement
  3. 3. 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
  4. 4. TREND ONE: OF SALES METRICS 50% will change in the next 3 years
  5. 5. changing customer demands are under pressure to adapt to and purchasing patterns. for SALES PERFORMANCE THE METRICS
  6. 6. 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 CUSTOMER SATISFACTION.
  7. 7. Do evolving KPIs mean companies should START TRACKING SALES REPS ON the lifetime value of customers?
  8. 8. TREND TWO: Reps will be COMPENSATED ON USAGE, not deal size
  9. 9. FLEXIBLE USAGE is the ability for customers to pay for a service or product based on need and usage.
  10. 10. Long employed by utility and telecom companies, flexible usage is expanding to businesses in other industries. These include: Software (CONSUMPTION), Auto Insurance (MILES DRIVEN), Transportation (MILES RIDDEN), Real Estate (FLEXIBLE WORKSPACE), Advertising (PAY PER CLICK, IMPRESSIONS)
  11. 11. Amazon Web Services now charges by the SECOND. Source: CNBC
  12. 12. 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.
  13. 13. Enabling the client to use the product could be much more significant. CLOSING A DEAL may mean far less to the rep.
  14. 14. ARE THE NEW TREND THREE: Customer Service Agents SALES REPS
  15. 15. With today’s customers demanding superior experiences, as well as a commitment to their success, is in a perfect position to be the next “SALES FORCE.” CUSTOMER SERVICE
  16. 16. There's a pivot away from viewing customer service as a cost center and instead viewing it as a REVENUE CENTER.
  17. 17. 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.
  18. 18. 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
  19. 19. DIGITAL CHANNELS TREND FOUR: Modern selling continues to EXPAND INTO MORE
  20. 20. will no longer be reserved for just MULTI-CHANNEL CUSTOMER ENGAGEMENT MARKETING AND CUSTOMER SERVICE.
  21. 21. THIS INCLUDES THE OPTIONS OF: SMS Chat Mobile Chat Video (short messaging service, or text messaging)
  22. 22. THERE ARE TWO MAJOR THINGS DRIVING THIS.
  23. 23. THE FOCUS ON PROVIDING a buying experience ON THE CHANNEL customers most prefer.1
  24. 24. A massive increase in the amount of time sales reps spend selling VIA VIRTUAL CHANNELS. 2
  25. 25. Time spent interacting with customers virtually has Source: 3rd Edition State of Sales that of meeting in-person. INCREASED 3X OVER
  26. 26. How long before SMS, CHAT, AND VIDEO become a tool EMBEDDED WITHIN CRM?
  27. 27. AI WILL REQUIRE TREND FIVE: MORE SALES HEADCOUNT, not less
  28. 28. The rapid ascent of ARTIFICIAL INTELLIGENCE, ROBOTS, AUTOMATION, AND MACHINE LEARNING has caused job security fears for many roles.
  29. 29. SALES NEED NOT BE ONE OF THEM.
  30. 30. Not only is AI not destroying sales jobs, IT’S CREATING THEM.
  31. 31. WHY IS THIS?
  32. 32. 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.
  33. 33. The value of humans is reflected in hiring trends among sales teams using AI. Source: 3rd Edition State of Sales 76% are adding staff.
  34. 34. Given the trends, it is vital that SALES REPS skill up on ARTIFICIAL INTELLIGENCE.
  35. 35. 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
  36. 36. 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
  37. 37. BOTS MIGHT BE THE ANSWER TREND SIX: to improving QUOTA ATTAINMENT
  38. 38. Source: CSO Insights has gone down for QUOTA ATTAINMENT 5 straight years.
  39. 39. MORE THAN of reps expect to miss quota. 1/2
  40. 40. With all of the advancements in technology these should be shocking statistics to see.
  41. 41. ONE REASON FOR THE LOW QUOTA ATTAINMENT: those increased customer expectations we keep talking about.
  42. 42. DIGITAL ASSISTANTS, a.k.a. sales bots, may be the key to filling in the gaps.
  43. 43. Source: The 2018 State of Chatbots Report Consumers see chatbots as the best way to get fast answers to questions.
  44. 44. NUMBER ONE LEAD GENERATION SOURCE, Brands leveraging chatbots have already seen them become their automating many of the roles of SDR and BDR reps.
  45. 45. Going forward, bots will even provide reps with REAL-TIME INFORMATION AND COACHING DURING SALES CALLS, improving close rates, and helping to drive selling behavior.
  46. 46. The buyer will take charge of TREND SEVEN: how they receive INFORMATION
  47. 47. The boundary between the physical and the digital worlds continues to break down. Much of the innovation now underway is focused on helping people move seamlessly across the two.
  48. 48. Source: 3rd Edition State of Sales is very important to winning their business. 59% OF CUSTOMERS SAY tailored engagement based on past interactions
  49. 49. More and more, the onus will be on companies to connect with people and make their pitch something the customer actually wants, and also show that they have the customers’ best interest in mind.
  50. 50. An extreme existing example of customers choosing to be marketed to is the annual Super Bowl broadcast, Source: Forbes where 46% of viewers watch specifically for the ads.
  51. 51. We'll be able to TREND EIGHT: TALK TO OUR CRM
  52. 52. 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 automatically logged via artificial intelligence.
  53. 53. CRM information could be captured and accessed using smart speakers, GIVING EXECUTIVES seamless and real-time KPI reporting. Source: ZDNet
  54. 54. Source: Diginomica 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 AI-powered helper.
  55. 55. TREND NINE: INVISIBLE CRM
  56. 56. THE CRM SYSTEM will no longer react to what the salesperson does.
  57. 57. CRM will exist around a rep’s day AND BE SEAMLESS in the way it supports them.
  58. 58. Sales reps will no longer need to enter data. IT WILL HAPPEN NATURALLY AS THEY SELL.
  59. 59. Emails, meetings, calls, etc. will all be integrated and the CRM will use that to proactively suggest the next best action, what to prioritize, etc.
  60. 60. Want to learn more about the future of sales? The Story of Sales TheStoryofSales.com A documentary film about the salesperson in all of us. Quotable Quotable.com Salesforce’s digital magazine for expert sales advice. Salesforce.com/StateofSales Insights and trends from over 2,900 sales professionals. State of Sales Report

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