Appendix State of Sales 42 Customer Experience Is Now the Top Sales Benchmark Underperforming sales teams struggle to get required tools/software to prioritize customer experience KPIs. Here we see the reasons sales teams give for not making customer experience KPIs a priority. Ranked Reasons Why Sales Teams Haven’t Prioritized Customer Experience/Success KPIs by Performance* High Performers Moderate Performers Underperformers 1 Not easy to track Not easy to track Lack required tools/software to track 2 Lack required Lack required Not easy to track tools/software to track tools/software to track 3 Not tied to performance Not tied to performance Not tied to performance rating/bonus rating/bonus rating/bonus 4 Not relevant across the Not relevant across Not relevant across business the business the business 5 Not useful Not useful 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. Salesforce Research