Salesforce, Inc. (CRM) Earnings Call Transcript & Summary

Good morning, and afternoon to everybody, wherever you are based. My name is Jacob Hkeik, and I lead Sales Cloud, Product Marketing for Salesforce, and I'm thrilled to be our host today as we share how to drive sales efficiency and win more deals. Together with my team, we have helped thousands of business in Asia grow and succeed, and I'd like to start off today's session by saying thank you, because we know that many businesses are going through challenging times. So we want to say thank you for your time for joining us today. In the past years and months, we have been faced with more than we could ever imagine, a global pandemic and economic crisis and the ongoing challenge of climate change. And through it all, our community has shown us what resilience, inspiration and innovation looks like. An hour in today is to make our time together a valuable one. So again, thank you, and let's jump in. Today, we are excited to talk about how companies can drive sales efficiency and win more deals in today's economy. And I'm thrilled to be joined by a special guest, pop Budi Santoso, Chief Experience Officer from Lion Parcel. Welcome pop Budi.

Thank you, Jacob. Hi, everyone. Glad to be here.

Super excited to jump in to our compensation later on Pop Budi. Thanks so much. All right. Let's get started. So we have an action packed agenda for all of you today. And so to really be transparent, this is what we are going to be covering. First off is we're going to start off with key trends from the fifth edition of the State of Sales report. And then next, we're going to share how you can grow your business and achieve success with Salesforce. And then third, we are going to be going through a customer trial blazing sharing session with pop Budi Santoso, the Chief Experience Officer from Lion Parcel. Now this is the most exciting and highlighting part of our today's webinar, which I believe each and every one of you would love to hear from the success that Tim and the company are having. And Lion Parcel are going to be sharing their success story on how they have leveraged Salesforce technology to grow and scale their business. And lastly, we are going to -- before we wrap up today's webinar, we'll be opening for about a 10- to 15-minute of Q&A session. And this will be your opportunity to ask both myself and pop Budi any questions that you have. Now you can submit any of these questions any time throughout the webinar through the Ask a Question widget. And we'll try to get to them in the Q&A section later on. Now before we get started, I really want to run through any logistical aspects of the platform and give you some pointers so that way you can benefit from this session. The first is localized subtitles. If you would like to turn on the subtitle such as Bahasa, Vietnamese, Thai, Mandarin Chinese and the English, you have to click on the CC button that can be found in the media player to turn on the subtitles. The slides -- in light of the presentation slides, click on the enlarge slide title located in the right-hand corner of your presentation window. For any issues around connectivity during the event, please don't worry and feel free to refresh your browser and it would bring it back to the live event so that way you get to experience in the best possible way. For any resources, we've added these into the panel, which you can see through the resources window on the right side of the On24 platform. These resources will also be made available in our post webinar [ in our tool ]. And for Q&A, last definitely not least, we want to hear from you. We encourage you to submit those questions at any time throughout the webinar using that Ask a Question widget, which you can find on the right side of the On24 platform, and we will answer as many questions as we can at the end of the presentation. And we want to make this engaging, so please drop those in as we go throughout it. Now if you have any difficulties with engaging in any part of the experience, please feel free to drop us a question and someone from webinar team will be able to speak with you that. So now that we've gone through all of that, please relax, as we jump into our content for today's webinar. We all believe it right now, our customers expect more than from us than ever before. Through our research, we found that 62% of customers expect companies to anticipate their needs. Customers want us to make them where they are on their terms. And we -- they want us to be able to personalize every single experience. But connecting with customers has become harder than ever because over the past few years, seemingly everything has changed. From rapid digital transformation to fundamental shifts in the way that we work, to volatile markets, multiple economic headwinds and climate crisis, companies are buried in urgent priorities. And all the while, companies are trying to stay innovative to keep up with those changing customer expectations, which are higher than ever before. New technologies, which are changing faster than we've ever seen and an increasingly complex data landscape, which has more data, more possibilities and more pitfalls than we've seen. Now business is always hard. But for a lot of organizations, it still is especially hard right now when they're trying to do more with less and as well with every that they've had. And with all of these demands on their attention, companies need to focus on being a customer company. And at Salesforce, we believe that if the company focuses on the customer, every other aspect of their business falls into place. Now the complicated part of all of that is that all these pressures don't go away. So how do companies take care of every demand in 1 fell foot? They become a customer company. A customer company connects with customers in a whole new way. It means every customer on their terms, with their preferences and their technology. It puts the customer at the center of every team and every decision. And every company wants to be a customer company, but it is hard to do. And so that's where Salesforce comes in. And today, we're going to unpack how your sales team can lead the way for your organization. And that starts with insights from the state of sales report. So this is biannual research report that services the latest sales trends. We gather this information to help sales teams across the world and across the industries map their path for success, whatever the current climate looks like. And this year, we asked over 7,700 new sales peers in 38 countries and 14 industries how they are adapting to meet this moment. And what follows from the first part of this webinar are the key takeaways for this -- from this report. Now as I mentioned prior, we are seeing customers' expectations change, and we're facing a new selling landscape. You got things like rising inflation, supply chain issues, employee retention challenges and more are affecting absolutely everyone and we're all being asked to adapt. And the sales reps, 82% of them across the world say that they had to adapt quickly to new ways of selling. Now overall, these sales teams are being [ tasked for doing ] more than less, and these evolutions adaptation to selling upcoming permanent. And that adaptation is what a surface in our new state of sales report. All the way sales professionals from reps, all the way through to leaders are finding ways to hit targets despite these numerous challenges. And the main way that these sales teams are meeting the challenges and still driving productivity and efficiency is across these 3 areas. First, is they are quickly adapting to meet the expectations of their buyers. They're doing this by going digital and by adopting a more consultative selling work. Second, they're cutting back on the number of tools they use, focusing on selling with a streamlined tech stack. They're also leaning into tech that cuts manual work, specifically AI and automation. And finally, leaders in sales are taking a second look at many aspects of the employee experience. Budgets are tight. The target must be hit. So leaders are working to engage and empower each rep to be a star performer. So there are the 3 insights that came out of the state of sales report. And let's take a look at each of these trends in more detail, starting with our first. Sellers are adapting to meet changing buyer expectations. And so we already know that sellers had to product quickly to meet the moment. But the question is, how is this serving the buyer? So let's unpack that. The buyer is leaning more and more into digital channels and coming to the table with lots of information already in hand. And this marks a shift. The buyer is now leading the sales conversation. Reps are no longer transactional in their engagement. They don't need to offer a pitch and hope for the buy, they need to provide exceptional value centered on deep product information and problem solving for the buyer. And there's not much doubt that this is a big trend. 81% of reps say buyers increasingly conduct research before they reach out. And so with all of this change, it's time to rethink our strategies to sales growth. And to add to this new complexity, sellers are using an average of 10 channels to sell to customers. That's a lot to track. And these aren't all standard channels, online chat, mobile apps and SMS are joining the mix with e-mail [indiscernible] and to boot, to make it a bit more challenging, 1/3 of these deals are close completely virtually. That means teams need the tools and soft skills to engage without face-to-face interaction. So how are reps adapting to these changes and meeting buyer expectations? Reps need to act as trusted advisers with insights and guidance on which products deliver the best value. This is how they're delivering what savvy buyers are looking for. This has been crystallized in our research with another Salesforce study finding 87% of business buyers expect reps to act as trusted advisers. And compared to underperformance, the top sales organizations are much more likely to prepare reps with what they need to succeed, whether through technology and tools, training or other organizational support. This enables reps to build trusting relationships with customers, opening the door to reoccurring sales, with an 82% sales professionals that we surveyed said that their company enables reps to act as trusted advisers. And so it's very clear that when you set them up to succeed and they have the tools to be able to make that happen, they have freedom and the ability to be able to connect with their customers as trusted advisers. But the important thing to note and having been in sales, I know this to be true. It isn't a 1 person's job to be a trusted adviser. As they say, selling is a team sport. And so to ensure reps bring ample knowledge and expertise to sales conversations, they're collaborating with coworkers, not just other sellers, but those in service, finance, IT and other teams. In fact, 81% of sales reps they team selling helps them close. Little wonder a cross-functional alignment is sales leaders #1 tactic to driving growth. But it's not that simple. There is a hitch though. Teams across the company come equipped with different points of view, goals and information on the customer, which can make collaboration a challenge. From this state of sales report, 82% of sales reps they align with other teams is at least somewhat challenging, another reason to keep alignment top of mind in 2023. So that's our first insight. So now that we've covered how reps are addressing by our expectations, it's time to talk for efficiency. How do companies optimize processes, systems and tools to maximize revenue? As you'll see in a moment, sales operations teams are central to this question. Now first, a bit of context. As it now stands, reps spend only 28% of their weight actually selling. The rest is made up of critical but tedious tasks like deal management and data entry. And when we dig in a little, we can see that more sales tools may not actually be the solution to increasing rep efficiency. It turns out the teams is an average of 10 tools to close deals. That's a lot of contact switching, training and record uptake. There is no surprise that 2 out of 3 sales reps say that they're overwhelmed by too many tools. This tech blog is clear to leaders, and we can see that 94% organizations plan to consolidate their tech stacks in the next 12 months. That's a massive insight that everybody is going on this journey of consolidating their technology. And another piece of the tech puzzle is optimization. CRMs are one of the most common sales tools, but it looks like some functionality may be underutilized. With only 37% of sales professionals strongly agreeing that the organization takes full advantage of the CRM and all that single function tech that adds up to that 10 tool pile, it's possible sales also could create more efficient workflows by pulling some of that functionality into the old CRM. And so where do you start? In the new research, rep say what features they find the most useful of things like automation and intelligence. It's not surprising that these are top billets, and we'll go into that a little bit more in a second. Now the ultimate goal out of all of this is to create a single source of truth with greater data visibility, reducing costs by cutting unnecessary tech and boosting efficiency by cutting down on context switching. And boosting efficiency and productivity is not only about consolidating tech. It's also about picking the right tech. So we schedule tasks, still collect reps schedule. When you ask that, the question needs to be, can any of this be automated or handled by artificial intelligence? And what kind of impact does this AI have? So in short, it needs to be, yes, impactful, but it needs to be significant around things like artificial intelligence. We found that high-performing teams are almost 2x more likely to use AI than underperformers. With 8 in 10 sales leaders saying that AI has made a moderate or greater improvement up to how reps use their time. There's other areas that AI has had an impact include lead prioritization, understanding customers' needs, and personalizing offers and customer communications. All right. I talked about it a lot, and we've talked about things like meaning by our expectations, streamlining tech and boosting rep efficiency. Another big focus is giving sellers everything they need to thrive at their top, especially when resources are limited. So let's take a look at some of the stats on this insight. Sales leaders are struggling to retain sellers in this environment with 25% of orgs having their org turnover where you can see that 25% of the average turnover rate reported by sales orgs in the last 12 months. And on the other side of this, you've got 85% sales leaders saying that they struggle to get headcount budget. And so you've got sales reps that are leaving, and you've got management teams that are struggling to be able to get a headcount budget to be able to grow their team that there is a tension in all these organizations. But we all know that reps are the engine for success. And so we add additional resources or headcount, retaining and maximizing the productivity and satisfaction of each seller becomes vital to the bottom line. In fact, another Salesforce study found the companies that prioritize employee experience, almost double customer KPIs like satisfaction and retention. So proving that employee experience is key. So how are leaders improving the employee experience? They are doing things like providing schedule and location flexibility. They're improving the training and enablement. They are providing team building opportunities and they are streamlining the sales process. But that's not enough. Coaching is another way organizations keep sales professionals engaged and productivity. Most sales professionals agree they get valuable coaching from their manager, but only 26% say they have had a one-on-one training at least weekly. But we know that sales managers time is limited. And so technology solutions can supplement one-to-one coaching and training, but only 53% of sales leaders say that they use these tools. This may be a tactic for leaders to consider in terms of how they can best support their teams. So we've just looked that sellers are becoming more nimble and adapting quickly to meet growing challenges. They're leaning into digital channels and team selling to deliver maximum value providers who increasingly conduct research before reaching out. They're amping up efficiency by keeping and optimizing tech that really moves the needle for reps and dropping the rest, and sales lead is doubling down on employee retention and enablement to install every member of the sales team with a target getting staff. And so here is just a very simple one-page overview of everything that you can see from the state of sales report. Think of this as the exact findings of the report. Just a few things that I want to call out on this is that while only 28% of Sales professionals expect their teams to hit this annual quota, 75% of sales are confident in their orgs' ability to retrain the reps for a new selling landscape. So in short, sellers are resilient, and they're finding a way to spin. And to help drive that success, sales leaders across industries are focused on a number of growth factors. We've highlighted several here, and I encourage you to dig in a bit more after the webinar into the report so you can learn more about what we've uncovered in this year's research. So now I'd love for us to jump into the exciting part of the webinar as I mentioned at the start. I would love to jump into our conversation. So to meet the needs of today's digital first customer, many businesses are finding ways to drive success and business growth in today's economy. It is paramount to deliver innovative, meaningful, engaging and one-to-one customer experiences and to pivot business growth with a unified and connected platform across departments. And I'm thrilled to have 1 of our customers here today, using all of this with Salesforce. So welcome special guest, pop Budi Santoso from Lion Parcel, who is going to share with all of us how they're using technology to scale and grow and enable them to succeed now and into the future. So a little bit about pop Budi before I pass over to him, is, he joined Lion Parcel in early 2022 as Chief Experience Officer. With more than 16 years as a professional experience in operations and customer service is now responsible for ensuring the smooth end-to-end Lion Parcel customer experience. Welcome, pop Budi. Thank you for joining us today. Now there are many other small and growing businesses from commercial and enterprise who are tuning in today, and we would love to learn from you of being such a successful customer. So for our friends that may not have seen you before, can you share with us about your background, the background of Lion Parcel, and how your company started out?

Thank you, Jacob, for the introduction. Glad to be here. My name is Budi, and I am the CXO of Lion Parcel. I have background in operation and have worked for various company in the past, from telecommunication to e-commerce. I start my professional careers in telecommunication for more than 5 years and deepen my knowledge and experience in customer experience from a sector such as e-commerce. Lion Parcel itself was started in 2013, a part of a group, a leading aviation company in Indonesia. Indonesia is actually a country, and we saw a need for fast and reliable delivery service in the market. That's when we started this business. Our company specialized providing end-to-end delivery safety for first mile, middle mile and the last mile across the country and overseas. At the moment, our service covered 98% of Indonesia to 34 provinces with more than 400 cities. We also provide delivery service through 46 countries to 5 continents with more than 200 branches, 7,000 agents and let us add as our point-of-sales is of market place, customer, walking customer and corporate customer from B2B to B2C. Using our integrated ecosystem with more than 10,000 couriers, 3,000 fleets and more than 200 airplanes of Airgroup.

Thank you so much for sharing that, pop Budi. Every time I hear about the scale of Lion Parcel, it's just incredibly impressive. So thank you so much for keeping us of, which is a really great insight into your background and the background of Lion Parcel. Now Lion Parcel was established in 2013. So can you share with us the vision and what goals Lion Parcel set out to achieve with the digital transformation initiative?

Yes. Our company vision is to become end-to-end logistics company with seamless and reliable services, and digital transformation is crucial part for achieving that goal. Our digital transformation goal is to improve our sales and operation efficiency, streamline our risk process and enhance our customer experience. With digital transformations, we aim to leverage technology to enhance our service offering and drive growth through the innovation. We believe that our digital transformation will help us become more agile and customer-centric organization, better keep the success in complex logistics business environment.

Thanks, pop Budi. I don't think you need to believe it. I think it's true, like, you've seen such great success in the past couple of years through the digital transformation that you have said. And 1 thing that -- I know [ as we're ] preparing for today's conversation, you mentioned a lot about teams and the collaboration required. And so knowing from the state of sales report, we found the cross-functional alignment was found to be that #1 tactic for driving growth. So my question to you is how are you creating an environment for great collaboration in your teams and the wider organization outline parcel.

Supply chain is 1 industry that was highly disrupted by major company even in the past 3 years, changing the way the customer and business interaction more digitalization than ever. And the most challenging part during the growing process is to highly adapting agile and having resilient operation. Logistics in Indonesia is no exception, and we are facing even more challenges to adapt the new circumstances. Being adaptive to the changing customer behavior, without compromising quality of our service to the journey in Lion Parcel is 1 key strategies that we are focusing on. This would not be possible without communication and teamwork. To maintain collaborative environment we use -- for CRM such as Salesforce to facilitate our needs in smooth cross-functional communication within Lion Parcel. During early years in Lion Parcel, we have struggled to connect headquarter and branches in Indonesia. Communication is not tracked and recorded. Some insight and information only flows to several people, and the data is very siloed. We believe that to maintain healthy collaborative environment, everyone need to speak and take action based on data. Based on data -- not only based on data, but based on the same data, we need to reduce a disruptive and [ gap ] such as data collection direct report. And the team need to focus to their main role to be more productive and efficient. As we know, and I explained Indonesia is [indiscernible] country, some shipments can be transited to several equations. When unwanted situation happens such as source measure or delay, the transit process will be -- take some time. Today, everyone can see the issue faced by our customer and follow-up progress in the 1 single platform. Decision and action taken are also very significantly faster. We also provide customized handling process for our corporate customers before collecting requirement and ensuring all the branches have same handling process is an effort now with us there. By improving our way of work and gain more trust from our customers, last year we're confident to give our customers full money back guarantee for our surface as our commitment. We are also expanding our operation not only utilizing air freight, but also stabilizing sea freight and land track for heavy and bulky item.

That's incredible, Budi. Thank you for sharing. I think -- I just think about all the challenges that you have faced in terms of COVID and then environmental challenges and the fact that you're willing to be able to provide that great customer experience and give them that guarantee is pretty amazing. And to your point around, it was very much around the collaboration that you can facilitate through technology that they are using 1 platform. They don't have to be going and really working out where is that customer. It's amazing. So thank you for sharing that for us. Now I did share a lot of insights around this data sales. So I'm curious to know what are the key factors for Lion Parcel sales team? How do they scale and grow? How does your company deploy the right sales processes and strategies to fuel the sales space and to gain and track new opportunities amongst different teams in different cities in Indonesia?

I would say that the key factor for our sales to scale and grow are combination of having the right people, resources and process in place. We have strong collaboration and communication to ensure our nation what cross functional team are synchronized. As part our digital transformation initiative, we leveraged technology tools to streamline and automate our workflow. As a result, we're able to accelerate the deal faster within the workflow and automation. Empower reps to make faster decisions with real-time collaboration in line with market environment using real-time data analysis and; visualization. Unit 360 CRM visibility within the company. As Lion Parcel is supported by many stakeholders from operation, retail, sales, marketing, finance and also all the branches across Indonesia.

That's right. Thank you so much, Budi. Yes, I would love hearing about the way that teams -- specifically sales teams are using the technology. And so a lot of people on today's webinar, I appreciating that, too. Now I'm curious to know -- you mentioned a lot of teams there that -- how does specifically the customer service agents, how are they supported by having this connected sales and service journey experience?

Yes, I believe that sales and customer service need to work hand-on-hand, right? Connected sales and service means giving our customers work and sales team more facility on our customer profile, their transaction and inquiry behavior. Integrated customer database with 360 view will help our customer service as the front liner to provide better personalized service and of course, increase the customer experience within the company. Our CRM integrated not only with internal system also with the external system. With internal system test was integrated with Lion Parcel web, Lion Parcel apps and our order management system. With the external app, we also integrated with the payment gateway and instant [indiscernible]. And then lastly, to ensure all the customer inquiries and complaint are appropriately handled and managed, our customer touch point, we are also integrated the party platform within the Salesforce, such as WhatsApp, E-mail, Instagram, Facebook and Twitter.

You've really integrated Salesforce as a part of everything that you're doing at Lion Parcel. So thanks so much for being transparent with us and telling us what's going on. And it's right, and I'm really glad to see how Salesforce has been able to support digital transformation initiatives and to really support transformation. When running and managing a business, it is important to achieve a return on investment from the decisions that we make, and -- so especially in today's business environment. And are you able to share with us what return on investment you have seen by implementing Salesforce's technology in Lion Parcel?

Yes, absolutely. We have seen improvement in several areas, including increased efficiency, streamline process, improve our customer engagement and also increase demand of our service. By number, implementing Salesforce also resulting in cost efficiency by 30%, increased our NPS by 20%. And all these improvements have significantly contributed to increase our sales by 70%. I would say the overall ROI has been very, very impressive.

I'd say same to pop Budi. Thank you so much for sharing all of that with us, because I think a lot of people on today's webinar would love to see a similar outcome and ROI to implementing the technology. And so this is great to see how you've done that with Salesforce. So thank you for being so transparent and we really appreciate your time today of being able to share your story and your journey with the Salesforce to everyone on the call. I know you're going to stick around for our Q&A section in a bit. So we'll just get back to some other sections, but we'll see you very soon.

Thank you, Jacob. Thank you, everyone.

Thanks pop Budi. [ We'll see you instant ]. So before we jump into our Q&A section, I want to take you through just how can Salesforce can help businesses innovate to succeed and grow. Now all organizations and businesses started with something, some in common. They all started with an idea. In the Salesforce, we have watched thousands of growing businesses out their journey and are constantly inspired by how they use Salesforce to make those ideas a reality. And so now I want to show you how you can stay ahead in this all digital world and accelerate your business growth. Sales Cloud is the #1 platform for sales. It helps businesses in every industry drive revenue faster and more efficiently from a unified selling hub with built-in AI automation at every set of the sales prices. Organizations that switch on Sales Cloud benefit from a 29% productivity improvement. And now we are making it even easier with everything that we do in the Sales Cloud portfolio with our new sales, which pulls together all of our best-in-breed solutions into 1 integrated easy-to-use suite so that you can get all the details functionality you need out of the box without having to pay the extra. This means faster insights to sales reps, more intelligent territory planning for sales ops and smarter forecasting for sales leaders. And zooming out of the sales portfolio, the Salesforce Customer 360 is how do you put your customers at the center of everything you do, and it's how you become a customer company. Customer 360 is our entire portfolio of products and services. It's the world #1 CRM. Customer 360 helps you save time, save money and grow your business as the customer company and to start with our best-in-class apps that run on our powerful low-code platform, which helps you build fast and innovate at the speed of your customer. So today, we have covered the insights and briefly what products are available for your sales team in Sales Cloud. But I would highly recommend you speak with your account executives to find out more about Salesforce's Customer 360 and how it can help your business become a customer company. And before we get into the Q&A, here are some resources for you and your team to get it started. Feel free to scan the QR code or access these links in the resources list on the webinar console. You can leverage these resources and help your business exceed no matter what context. So the first is the fifth data sales report. So this is the report that a lot of the insights from today's early inception came up from. And so this is the major insight on trends from 7,700 sellers worldwide. And this will help you win more deals and increase efficiency in today's economy. The next is trial head. It is a fun way to learn Salesforce. You convert a trail ahead and discover many trials to learn for free, such as how you can grow faster with CRM, how to focus on your people, processes and technology, how to nurture leave and so much more. And last is the resource center. You can check out all the free resources from the resource center where you can find the latest eBooks, research reports, log post customer success stories, demo videos, [ other building content ]. This link of the resource center can be found in the right resource section of the M25 platform. These links are also going to be available in our first webinar email, which will be sent to you across after the webinar. And please feel free to share these links with your teams too. We really want everyone to be able to find value from this. Now today's webinar will be available on demand after we wrap up and will be accessible through the URL that you are on now. A recording of this session is going to be sent to you after today with the easy access as well.

Now let's get into the Q&A. Both Budi and I are here to answer any questions that our audience has submitted throughout the Q&A box. So please keep your questions coming, and we will answer them as many as we can. I've already seen some come through. And so please feel free to send them through. And if we don't have time to get to them today, we will have someone to follow up with you directly. So let's have a look at some of our incoming questions. I've got 1 here. Budi, this 1 is going to go to you, okay? How did implementing Sales Cloud becoming a game changer for your business?

Great question. I believe that teamwork is one of the key factors for our success. Looking at the complexity, we have across the team, we need technology that can connect everyone in 1 place. Before using Salesforce, its [ work demand ] manage their own data, disconnected system and disjoined process. Limited visibility for managers on their real progress and hard to forecast correctly. By implementing Salesforce, we can manage [indiscernible] better and enhance our collaboration and streamline process just in 1 platform. So as a result, our reps productivity improving because many manual tasks were committed. We have also centralized reporting and analytics. Everyone can see same data at the same instant time. Manager can identify problem and challenges quicker, and we can adapt the new sales strategy faster.

Thank you so much, Budi. I'm just having a look at the next one. And this is figured already for Budi. What will be the new mandate for business transformation in order to stay resilient in the current environment?

I think to stay resilient in current environment business need focus to some of the key areas. But I pointed 3 very important focus that we need to have. The first 1 is digitalization and innovation. Digitalization, this 1 include adopting new digital tools, automation, leveraging data analytic and get inside of the customer behavior and market insight. The second one, I think agility and flexibility to respect within the market. Now a days customer expectation keeps changing and we did to -- and so added to the customer needs and expectation rights. So the agility and flexibility to have within the organization. And the third 1 is the customer-centric. So in the customer centric, the business also need to deliver the exceptional customer experience. I think that is the most important focus.

Amazing. Thank you so much, Budi. Really good insights. I definitely agree with all of that. I'm just having a look at our questions, and it seems like everyone wants to hear from you, which is totally fine. How did you find the process of using the sales with Sales Cloud when you're just the beginner with Salesforce?

Okay. If we are beginner with the Salesforce, you will find a lot of features and functionalities. So if you confuse a bit at the beginning and need more time to get familiar with, it's okay. For me also, it can take some time to understand. However, Salesforce profile, good documentation and training course, which makes the learning process easier. We can access Trailhead [indiscernible] or Trailblazer community. So in Lion Parcel we have customization. So we just reached the Salesforce partner and consultant to know the best practice of Salesforce implementation.

I definitely agree there. And I really want to reiterate how great Trailhead is. If you are going to set yourself a goal as you are trying to just learn more about the Salesforce platform, definitely get on their start, completing some posters, just poly curiosity because we have a lot of content on them, whether it's learning about more of our Sales Cloud or it is learning about just how to create great organization of culture, there is a trial for everything. All right. Next question. All right. This one, I think, is going to be for me. So where our teams that use AIs are really seeing the biggest impact? That's a really great question, because we know that artificial intelligence is very much in the public dialogue right now, just with everything happening around Trailhead team. So what we know from the Salesforce report is that, things like forecasting accuracy, being able to automate reps time through like being automated reps manual process and prioritizing leads at some of the areas the sales teams are seeing the biggest impact with artificial intelligence. And so Salesforce with a bunch of products that help our sales teams do this. And so we do know that those higher performing teams are more locked to be leveraging those artificial intelligence tools. Next question. You noted that 81% of sales reps say coaching is valuable. What types of coaching are most valuable? This is a really great question, because as I mentioned, I used to be a salesperson staff. I know first-hand how coaching can be so critical to making or breaking a sales role. And what is interesting around this is the type of coaching will vary based on the generation, which is super interesting. So GenExs and Millennials prefer strategy reviews and Gen Zs prefer performance reviews. And so we didn't get into the weeds in their report, but there are some interesting breakdowns by demographics. And it's like encourage everybody, take a look once we get into the report in terms of around the sales coaching piece. And just also what the different demographics prefer when it comes to the sales experience. All right. And now I turn this time to pop Budi to clear these questions that's coming to me. All right. Next one is, how easy is it the customized Salesforce leaves or opportunity stages to fit my workflow? So on this one, this is pretty cool. And it's part of the reason why I joined Salesforce, because I could see how easily this is going to make sales admin and life when it comes to being able to make sure the tool could fit the way that the business works. And so your Salesforce admin can easily customize leads or opportunities by going to the object manager to the lead/opportunity field and relationship to change or create new status. There's no coding required to make this happen. So it means that your organization can use Salesforce in a way that makes sense for your business. And so every organization uses it a little bit differently, but that's what makes Salesforce so great. I highly recommend you to start playing with it and working out what makes sense to you and your organization. Next question, pop Budi, and this 1 is coming to you. It is incredible to learn how Lion Parcel is leading the charge to drive success in the digital world, and especially in this challenging business environment. Budi, any tips you can share with our audience here to drive business growth and success?

Thank you, Jacob. So answering that question, it's important to listen to the customer, understand their needs and tailor the offering for the customer. This not only helps in building there some relationship, but also generating business growth. Lastly, being adaptable and willing to embrace changes is key to these first base business landscape. By implementing the right strategy with the right partner, a technology will help us improve our business. I'm very happy to say Lion Parcel digital transformation journey today here with you, Jacob and with audience and hope that our story can be the right insight for your business planning.

Thanks, pop Budi. And we're very happy to be here with you as well. So thanks again for sharing that insight. And I think it does help people just understand what they should be considering as it comes to driving that growth and success. All right. We have time for 2 more questions. All right. This 1 is around -- this person is from a nonprofit organization. So we don't necessarily deal with customers more of participants/candidates and partners. What are some of the success story of spot use cases of other NPOs utilizing Salesforce and how Salesforce adds value to the impact the old ones to create? All right. So this is a great question because one of our values at Salesforce is trying to support a lot of nongovernment organizations or -- sorry, nonprofit organizations, but -- and so for us, we have a whole team that does this, and we call them [indiscernible]. And so many nonprofits in the region, such as Singapore Federation of Chinese Clan Associations, the PPIS: Women Association in Singapore, Daughters of Tomorrow, Halogen Foundation, they are all using us for volunteer management, donation management and client management. They are using Salesforce to align all of these type partners, and be it their supporters or clients, they're doing this all on 1 platform to be able to scale their mission. And so on average, what's really interesting about this is that, we see -- they achieved 34% more funds raised. They also see 41% increase in client satisfaction and a 48% increase in staff productivity. And so it is something that we care deeply about to be able to support the nonprofit organizations. And so, again, thank you so much for your question. That was really good one. Thank you. Last question is, what insights are you seeing across APAC from the State of Sales Report? And this is a really good 1, because this is the first 1 I did when I got the report. And so what it is, is that it's a real mixed bag across Asia Pacific compared to the insights that we've seen from the global report. So we see that 74% of ANZ and India's sales professionals agree that their job is harder now compared to only 67% in ASEAN. And now when it comes to the average number of tools that salespeople are using for the job, ANZ is lower than the global average where they have only 9 tools. And it's higher in India and ASEAN at 11 tools. So just as a reminder, the global average was 10. So it's interesting, but in India and ASEAN, we are seeing a higher number of tools on average that sales tend to use it. And for the top strategies for driving growth over the next 12 months, both ANZ and India agree an improving cross-function alignment is the top place and that aligns to the global report whereas in ASEAN is adapting to hybrid or virtual selling. And so that seems to be the unique challenge that we're seeing in Asia that they need to be able to adapt to that face-to-face or virtual selling as well. And so that's just some insights to help as we try to distill the report. It was definitely something that I found useful in terms of how I could help sales teams from across Asia Pacific. And so, pop Budi, we've come to be end of the Q&A session. So I wanted to start off by saying, again, a massive thank you to you for your time and for all of your insights.

Thank you, Jacob. Really happy to be here, and able to share with everyone.

Thank you, pop Budi. And I also want to say a massive thank you to our partners. I really want to call this out before I wrap up today's session because you all supported today's webinar and made sure that we could have a great community of people to be able to listen in on the great insights from pop Budi and from the type of sales. . And so I know that there are a lot of questions for us, but unfortunately, we've come to the end of the webinar. For the questions that we did not have a chance to go through, our team will follow up with you via e-mail. If you would like to hear more about Salesforce, can help your business deliver amazing digital experiences, look at for our post-webinar e-mails. We can also find out more helpful resources. In line with making our webinars even better, please share your thoughts about the webinar and by completing our short survey, which can be found at the bottom of the ON24 platform. We would love to hear your feedback. As we end the webinar today, I would like to say a big thank you to pop Budi, as well as all of our backstage team to help making today happen. And I really want to be thankful to all of you in the audience for your attention and all your great questions. I'm looking forward to seeing you next time. In the meantime, I hope you enjoy the rest of your day, and thank you again.