01Rethinking Success State of Sales 11 Customer Experience Is Now the Top Sales Benchmark There is a stark mindset shift in sales, as Many Sales Organizations Struggle to Track Customer Experience evident by customer experience becoming the standard bearer for success. With Though customer experience has become the marker for sales success, it’s difficult to track without this pivot comes the added challenge the right technology and tools. For those who didn’t list customer experience or success as one of to not just deliver, but also track the their top three types of KPIs used to measure success, “not easy to track” was the top reason. customer experience. While most sales Ranked Reasons Why Sales Teams Haven’t Prioritized Customer Experience/Success KPIs* teams understand the relevance of customer success and the impact it has on their business, many lack the resources necessary to effectively measure progress. 1 Not easy to track Sales teams that lack the necessary tools — such as analytics — to understand the level of customer satisfaction, what those customers need, and how to take action, 2 Lack required tools/software to track are already behind in the connected era. Top teams are empowered with the right tools to track and improve engagement. For 3 Not tied to performance rating/bonus example, high performers are 2.4x more likely than underperformers to rate their team’s analytics and insights capabilities as outstanding or very good. 4 Not relevant across the business 5 Not useful * Data reported is out of a base of respondents who did not select “Customer Experience/Success” as a top three KPI type used by their sales organization to measure success. SalesforSalesforcce Re Researesearchch