The 2018 Operations Optimization Study clarifies what sales operations actually does – its approaches, current priorities, areas of improvement, and the related business impact. The study draws upon responses from more than 300 participants from around the world to create a snapshot of sales operations as it is today.
Currently, only slightly more than half of sales representatives (53%) are meeting or exceeding their quotas according to our recent World-Class Sales Practices Study. To clarify this gap between sellers and buyers, we conducted a global survey with 500 B2B buyers working for medium to large-sized companies –$250M USD or greater – and who made purchases of $10K USD or greater. In order to understand what buyers wanted from salespeople, we asked a series of questions about the attributes that influenced decisions, what made them more likely to buy, what made them less likely to buy and what one thing did they wish salespeople did differently or more consistently.
CSO Insights research shows that 73% of senior executives agree that customer loyalty is the key to success. Winning new customers may be the result of having the right product or the best price, but keeping their business depends on the quality of the Customer Experience (CX) offered. Our report, “2018 Customer Experience Study: Service Best Practices,” outlines the steps being taken by organizations that are winning the battle for customer loyalty. Most companies know they need to improve their service experience, but aren’t sure which practices actually make a difference. Learn more about how CX links to business outcomes, Voice of Customer (VoC) programs and journey maps.
CSO Insights has been tracking sales enablement since 2013, and has produced a major report on it every year beginning in 2015. This year’s study presents the latest research on who’s using it, and how and why. New in this report is the Sales Force Enablement Clarity Model, which serves as a guide as you assemble your sales enablement discipline step by step.
In a field deluged with new content, but short on new ideas, this report presents an original and imminently practical roadmap that begins with assessing a sales organization’s current state, proceeds through establishing both best practices and a conceptual framework for understanding and applying them, and ultimately achieves measurable results.