2017 Customer Success Metrics

Manufacturing Industry
Customer & Market Insights
We’re Committed to Our Customer’s Success
Survey Overview & Methodology

Objective Approach
Measures business value achieved and captures customer Global online survey conducted annually. Survey question input
success metrics across all clouds provided by Salesforce cross-functional teams

Audience Results
806 Salesforce customers worldwide from all company sizes and
Results represent average reported success metrics achieved
functions in the Manufacturing Industry
from customers from the past three years, 2015-2017
We Heard From Roughly 7,000 Customers Overall

Salesforce Involvement Department/Role Region

Admin Sales

Marketing
End User

Service
Business Advisor
Ops/Sales ops
Decision Maker
IT

IT/Developer
Finance

Partner Non-profit
AMER APAC EMEA JP LACA

Note: This data is representative of the overall survey sample and is not specific to segments
Engaging With Customers Drives Success Faster
Deployment
Increase in
Agent
Productivity
Increase in
Customer
+ 36 %

Increase in
+ 27 % Increase in Satisfaction

23
Revenue

21
Marketing ROI

19
+ %
+ %
+ %

Average Percentage Improvements Reported by Salesforce Customers

Source: Salesforce Customer Success Metrics Survey conducted 2015-2017 among 806 customers randomly selected. Response sizes per question vary.
“Customer retention and acquisition has
grown 18 percent in the past two years.”
B2C Company in Financial Services Industry
Key Success Metrics for Customers in the Manufacturing Industry
Illustrative Benefits from Salesforce Customers

ROI General Metrics Low Average High Description

Salesforce User Adoption (%) 50 69 90 Estimate percent of user adoption among Salesforce users
ROI Overall (%) 5 39 60 Overall ROI from using Salesforce
Time to ROI (Months) 8 16 24 Number of months to achieve ROI
Implementation (Business Days) 30 106 150 Number of business days to implement Salesforce

Overall Metrics (%) Low Average High Description

Faster Collaboration 16 43 70 Reduction in time to collaborate
Faster Response 20 45 75 Reduction in response time to customers, prospects, employees, partners
Faster Resolution Time 10 37 60 Reduction in time to reach resolutions
Faster Decision Making 10 36 55 Reduction in time to make decisions

Sales (%) Low Average High Description

Revenue Improvement 0 21 30 Increase in top-line sales revenue
Win Rate Improvement 0 20 30 Improvement in percentage of opportunities converted to sales.
Faster Sales Deal Closure 0 18 25 Decrease in the average length of opportunity cycle
Increase in Lead Conversion 0 27 50 Increase in number of leads converted to opportunities
Increase in Sales Productivity 10 31 50 Improvement in amount of time spent on productive sales activities
Increase in Forecast Accuracy 0 30 50 Increase in the accuracy level of forecasts vs. actual revenues
Increase in Sales Pipeline 1 28 50 Improvement in the number of opportunities in the pipeline

Source: Salesforce Customer Success Survey conducted from 2015 to 2017. Survey respondents were 806 customers worldwide in the Manufacturing industry, randomly selected.
See notes section for additional details.
Key Success Metrics for Customers in the Manufacturing Industry
Illustrative Benefits from Salesforce Customers

Service and Support (%) Low Average High Description

Customer Satisfaction Improvement 0 23 50 Increase in overall customer satisfaction
Customer Retention Improvement 0 24 50 Increase in customers retained
Decrease in Service/Support Costs 0 19 25 Decrease in overall costs of service/support
Increase in Agent Productivity 0 27 50 Increase in total productive agent time
Faster Case Resolution Time 0 25 50 Decrease in the amount of taken to resolve a case
Decrease in Time to First Response 0 23 34 Reduction in time to first response
Increase in First Contact Resolution 0 23 50 Increase in cases resolved with first contact
Decrease in Average Handle Time Improvement 0 23 40 Decrease in average handle time for cases
Faster Agent Ramp Time/Onboarding 0 20 30 Improvement in time to onboard new agents

Information Technology (%) Low Average High Description

Faster Design 0 35 65 Decrease in the time to design of IT applications
Faster Integration 0 33 65 Reduction in time to integrate applications
Faster Configuration 0 39 80 Reduction in time to configure custom applications
Faster System Testing 0 33 70 Reduction in time to test applications
Faster Deployment 0 36 70 Reduction in time to deploy applications
IT Cost Reduction 0 25 50 Reduction in IT costs (e.g., support, dev., training, etc.)
Coding Productivity Increase 0 29 60 Reduction in time to code applications

Source: Salesforce Customer Success Survey conducted from 2015 to 2017. Survey respondents were 806 customers worldwide in the Manufacturing industry, randomly selected. See
notes section for additional details.
Key Success Metrics for Customers in the Manufacturing Industry
Illustrative Benefits from Salesforce Customers

Marketing* (%) Low Average High Description

Increase in Overall Marketing ROI 0 19 26 Overall ROI with Marketing
Increase in Lead Volume 0 22 41 Improvements in number of leads
Increase in Social Engagement 0 12 10 Increase in lead volume from social channels

Community and Collaboration* (%) Low Average High Description

Faster resolution time (via self-service community) 0 18 30 Reduction in time to resolve issue through self service
Increase in customer satisfaction (via self-service community 0 19 25 Customer satisfaction increase (self-service)
Increase in partner engagement/collaboration 0 21 40 Collaboration increases among partners
Increase in partner sales 0 15 10 Increases with partner sales
Increase in employee engagement 0 29 50 Employee Engagement increases
Decrease in finding experts (employees) 0 18 30 Reduction in time with finding experts

Source: Salesforce Customer Success Survey conducted from 2015 to 2017. Survey respondents were 806 customers worldwide in the Manufacturing industry, randomly selected. See
notes section for additional details.
Frequently Asked Questions
• Who conducted the study? And how? The Customer & Market Insights team produced this research
leveraging FocusVision/Decipher survey technology. The survey is conducted online amongst current
customers on an annual basis. Responses are aggregated for past 3 years, and averages are reported.
• What questions did you ask? We ask customers to provide improvements they’ve seen in certain
metrics since implementing Salesforce. We ask them based on their role and department. Averages
are reported, and all questions are optional.
• What does the high and low value represent? High and low values represent the 75th and 25th
percentile respectively, and are intended to give you a range of the numbers provided.
• What companies participated? We do not share individual companies, but provide the data by
segment, industry, etc. so that you can compare the data to like companies.
• I have more questions. Who can I reach out to follow up? Please send any additional questions to
Jeanne Milam, jmilam@salesforce.com.