Salesforce Report Highlights AI and Customer Expectations

Salesforce, the global leader in CRM, today released the new State of Sales report, sharing insights from 5,500 sales professionals across 27 countries — including 300 from India.

The report highlights how sales teams are balancing technological advancements and building trusted customer relationships as they seek growth in a crowded marketplace.

Key insights from the research include:

• AI Adoption Surges, But Trust and Data Gaps Linger. Sales adoption of AI is climbing as teams push for productivity and personalization, but concern regarding integration, security, and customer distrust mean the technology’s full potential for the profession has yet to be seen.
• 89% of sales teams in India have fully implemented or are experimenting with AI. An additional 10% of teams are evaluating the technology.
• The top sales benefit from AI in India is data quality/accuracy.
• Top obstacle sales teams in India encounter while implementing AI are security concerns.
• Reps Struggle Finding Time to Meet Customer Expectations. Changing customer expectations is the #1 sales challenge worldwide, but it’s hard finding the time to connect.
• Sales reps in India spend an average of just 27% of the work-week connecting with customers.
• 65% of sales professionals in India say changing customer expectations are more of a challenge than last year; only 7% say it’s less of a challenge.
• Employee Retention Is Rising Globally. As labor markets tighten, sales employees are largely staying put. Globally, teams report 18% average staff turnover over the last 12 months — down from 25% in 2022. However, employee retention trends vary by region.
• 34% is the average estimated staff turnover rate in India over the past year.
• 12% of sales professionals in India are currently looking to change jobs.

Arun Kumar Parmeswaran, Managing Director - Sales, Salesforce India said, “We are committed to empowering sales teams to navigate the complexities of today's market by utilizing cutting-edge technologies and nurturing trusted customer relationships. Our State of Sales report highlights the essential balance between innovation and trust. With 89% of sales teams in India adopting AI, it's evident that the future of sales is becoming more data-driven and personalized. However, the journey extends beyond mere adoption; addressing security concerns and fostering customer trust are crucial. By concentrating on these aspects, we can fully harness AI's potential to enhance customer interactions and drive sustainable growth.”