89% Sales Teams in India use AI: Salesforce

Salesforce, a global leader in CRM, has released its ‘State of Sales’ report for the year 2024. This report highlights how sales teams are balancing technological advancements and building trusted customer relationships as they seek growth in a crowded marketplace.

According to the report, 89% of sales teams in India use Artificial Intelligence (AI) in some capacity for their work.

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 concerns 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 either 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 biggest 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.
• 65% of sales professionals in India believe changing customer expectations have become more of a challenge than last year while 7% say it’s less of a challenge.

“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,” said Arun Kumar Parmeswaran, Managing Director - Sales, Salesforce India.