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89% of sales teams in India are using AI: Salesforce report
SECTIONS 89% of sales teams in India are using AI: Salesforce report By Rica Bhattacharyya , ET Bureau Last Updated: Aug 06, 2024, 02:16:00 PM IST
Sales teams in India are embracing AI to boost productivity, reports Salesforce. About 89% are using or testing AI, though integration and security issues remain. Sales employees spend just 27% of their time with customers, struggling with changing expectations and high staff turnover. Addressing these concerns is crucial for AI's potential to be fully realized. iStock
Sales teams in India are increasingly adopting Artificial Intelligence (AI ) amid a push for productivity and personalisation, but concerns regarding integration, security, and customer distrust mean the technology's full potential for the profession has yet to be seen, according to a report by Salesforce , a global leader in customer relationship management (CRM).
About 89% of sales teams in India have fully implemented or are experimenting with AI, according to the new State of Sales report that shares insights from 5,500 sales professionals across 27 countries — including 300 from India. An additional 10% of teams are evaluating the technology. The top sales benefit from AI in India is data quality/accuracy.
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Arun Kumar Parmeswaran, Managing Director - Sales, Salesforce India said, "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."
The report highlights how sales teams are balancing technological advancements and building customer relationships as they seek growth in a crowded marketplace.
Top obstacle sales teams in India encounter while implementing AI are security concerns, according to the report.
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Changing customer expectations is the top sales challenge worldwide, but it's hard finding the time to connect. Sales representatives in India spend an average of just 27% of the work-week connecting with customers. About 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.
The report also states that employee retention is rising globally in sales.
As labour 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. About 34% is the average estimated staff turnover rate in India over the past year. About 12% of sales professionals in India are currently looking to change jobs.
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