Salesforce is celebrating its 20th birthday this week. And while a lot has changed over the years for the company as a whole - one thing remains consistent. The sales rep experience. It was awful then, and it’s awful now.
Just think. If you told a graphic designer you were taking away Adobe, they’d quit. But if you threaten to take Salesforce CRM from a rep, they’ll thank you.
Why? Because Salesforce wasn’t designed for the rep. It’s a reporting tool. It’s simply a System of Record (SOR). It serves as a repository for sales activity that provides visibility for managers—IF and only IF, reps proactively put the data in, and we all know how that goes. Each entry can be 10-25 clicks. Diligent reps often spend an hour a day updating records. That’s a full month each year of turning reps into highly-paid data entry clerks. The result—most reps only enter their sales activities if they are required to close out a deal and receive commission. And thus visibility into sales activity is minimal at best.
There’s a reason that that MAPSCO is gone and Waze is thriving. That the bulky iMac was retired and MacBooks are everywhere. And that Napster is defunct, while Spotify has surpassed 200 million users.
It’s all about the user experience. Something Salesforce has neglected and gotten away with for two decades. The result is striking as less than 25% of sales managers trust their CRM data.
As we wrap up Q1 2019, it’s become clear, sales teams want a better experience. One that is more like Waze, Spotify and Uber, where you don’t have to attend week-long training and earn badges to work it.
They want an experience that knows them, knows what they have already done and what their end goal is. They want it to be personalized, flexible and integrated. And they want it to provide value, helping them close deals and meet quota, rather than requiring work.
Salesforce market share may be at a high, it’s a great socially conscious company, but CRM adoption and sentiment among reps is at its lowest. The good news is Salesforce has created an ecosystem of tools ready to fulfill this mission.
So as the cake is cut and milestones are celebrated, let’s remember why we’re here. It time for something to change. It’s time for sales tools to put the rep at the center, empowering them to do what they do best—building relationships and trust.
If you'd like to learn more about how the Olono AI Sales Assistant helps your reps stay on your playbook and execute at scale, click here to setup a 15 minute call.
"It’s all about the user experience. Something Salesforce has neglected and gotten away with for two decades. The result is striking as less than 25% of sales managers trust their CRM data."