02A New Blueprint State of Sales 16 Sales Becomes More Connected and Proactive Beyond having a presence across Leading Sales Teams Rise to New Anytime, Anywhere Expectations multiple channels and prioritizing human Successful teams exceed customer demands for instant interactions wherever they engage. High interactions, sales teams must overhaul performers are 2.9x more likely than underperformers to strongly agree their company is available business-as-usual processes to adapt to customers at any time. to customers’ real-time expectations. Modern-day customers live in a culture of immediacy in which mobile has Percentage of Sales Professionals Who Strongly Agree with Each Statement High Performers vs. completely altered the definition of about Their Company Underperformers “timely” interactions. Sixty-four percent of consumers say they expect companies to 55% 3.8x interact with them in real time, and 80% My company engages 30% more likely to say a company responding immediately proactively with customers 14% strongly agree when they reach out for help influences their loyalty.* However, only 29% of sales 49% teams are currently providing a mobile My company is available to 3.2x app to their salespeople. customers on any channel they 22% more likely to choose to connect with us on 15% strongly agree Sales teams can no longer afford lag time between customers’ initiating contact and 48% 2.9x the company responding. Top-performing My company is available to 24% customers at any time more likely to teams meet customers where they are, at 17% strongly agree the exact moment — or even before — they are needed. High performers are 3.8x High performers Moderate performers Underperformers more likely than underperformers to strongly agree their company reaches out to customers proactively. * “State of the Connected Customer,” Salesforce Research, October 2016 SalesforSalesforcce Re Researesearchch