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 Sales Cloud. And I am thrilled to be your 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, an 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. And our aim 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 am thrilled to be joined by a special guest, Pak Budi Santoso, Chief Experience Officer from Lion Parcel. Welcome, Pak Budi.

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

I'm super excited to jump into our conversation later on, Pak Budi. Thanks so much. All right, let's get started. So we have a 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 trailblazing sharing session with Pak 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 him and the company are having. And Lion Parcel are going to be sharing their success story on how they have leveraged Salesforce's 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 Q&A session; and this will be your opportunity to ask both myself and Pak Budi any questions that you have. [Operator Instructions] 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 subtitles such as Bahasa, Vietnamese, Thai, Mandarin Chinese and English, you have to click on the CC button that can be found in the media player to turn on the subtitles. The slides, to enlarge the presentation slides, click on the enlarged slides button located in the right-hand corner of your presentation window. For any issues around connectivity during the event, please don't worry. Just 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 e-mail too. And for Q&A, last but definitely not least, we want to hear from you. [Operator Instructions] 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 and any part of the experience, please feel free to drop us a question; and someone from our webinar team will be able to speak with you there. So now that we've gone through all of that, please relax as we jump into our content for today's webinar. We all know that 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 meet them where they are, on their terms. And we want -- 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 crises, 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 feels especially hard right now when they're trying to do more with less and [ well with everything that ] they've had. And with all of these demands on their attention, companies need to focus on being a customer company. And as Salesforce, we believe that if a 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 the dark ] pressures don't go away, so how do companies take care of every demand in one fell swoop? They become a customer company. A customer company connects with customers in a whole new way. It meets 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 our biannual research report that surfaces the latest sales trends. We gather this information to help sales teams across the world and across industries map their paths to success whatever the current climate looks like. And this year, we asked over 7,700 of your sales peers in 38 countries and 14 industries how they are adapting to meet this moment. And what follows for 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've 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've had to adapt quickly to new ways of selling. Now overall these sales teams are being tasked with doing more than less, and these evolutions and adaptations to selling are becoming prominent. And that adaptation is what has surfaced 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 [ role ]. Second, they're cutting back on the number of tools they use, focusing on selling with a streamlined tech stack. They're also leaning in to 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, but targets must be hit, so leaders are working to engage and empower each rep to be a star performer. So they're 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 have to adapt 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 for 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 and phone. And to boot and to make it even more challenging, 1/3 of these deals are closed 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 are 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 equip their 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 -- and 82% of 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 one 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 say team selling helps them close. A little wonder that 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 say alignment with other teams is at least somewhat challenging, another reason to keep alignment top of mind in 2023. So that's our first insight. And so now that we've covered how reps are addressing buyer expectations, it's time to talk 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 week 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 that teams use an average of 10 tools to close deals. That's a lot of context switching, training and record upkeep. That's no surprise that 2 out of 3 sales reps say that they're overwhelmed by too many tools. This tech bloat is clear to leaders, and we can see that 94% of 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 their organizations takes full advantage of their CRM. And all that single-function tech that adds up to that 10-tool pile, it's possible sales ops could create more efficient workflows by pulling some of that functionality into their old CRM. And so where do you start? In the new research, reps say what features they find the most useful of things like automation and intelligence. It's not surprising that these have topped the list, 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 which manual tasks still glut 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 on -- to how reps use their time. And other areas that AI has had an impact include lead prioritization, understanding customers' needs and personalizing offers and customer communications. All right, we've talked about a lot. And we've talked about things like meeting buyer expectations, streamlining tech and boosting rep efficiency. Another big focus is giving sellers everything they need to thrive at their job, 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 -- well, you can see that 25% is the average turnover rate reported by sales orgs in the last 12 months. And on the other side of this, you've got 85% of sales leaders saying that they struggle to get head count 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 head count budget to be able to grow their teams, so there is a tension in all these organizations, but we all know that reps are the engine for success. And so without additional resources or head count, retaining and maximizing productivity and satisfaction of each seller becomes vital to the bottom line. In fact, another Salesforce study found that companies that prioritize employee experience almost double customer KPIs like satisfaction and retention, so improving 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 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 learned 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 for buyers, 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 leaders are doubling down on employee retention and enablement to ensure every member of a sales team is a target-hitting 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 [ 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 its annual quota, 75% of sellers are confident in their orgs' ability to retrain reps for a new selling landscape. So in short, sellers are resilient and they're finding a way to succeed. 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 the year's, this year's research. So now I'd love for us to dive into the exciting part of the webinar as I mentioned at the start. I would love to dive 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 am thrilled to have one of our customers here today who is doing all of this with Salesforce, so welcome special guest Pak 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 Pak 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, he's now responsible for ensuring the smooth end-to-end Lion Parcel customer experience. Welcome, Pak 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 various sector such as e-commerce. Lion Parcel itself was started in 2013, part of Lion group, a leading aviation company in Indonesia. Indonesia is an archipelagic country, and we saw a need for fast and reliable delivery service in the market. That's when we start the business. Our company is specialized, providing end-to-end delivery service from first mile, middle mile and the last mile across the country and oversea. At the moment, our service cover 98% of Indonesia, to 34 province, with more than 400 cities. We also provide delivery service to 46 country to 5 continents, with more than 200 branches, 7,000 agent and Lion Parcel apps as our point of sales. We serve marketplace customer, walk-in customer and corporate customer from B2B to B2C, using our integrated ecosystem with more than 15,000 delivery couriers, 3,000 fleets and more than 200 airplane of Lion Air group.

Thank you so much for showing that, Pak Budi. Every time I hear about the scale of Lion Parcel, it's just incredibly impressive, so thank you so much for kicking us off with this 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 a 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 work. Our digital transformation goals is to improve our sales and operation efficiency, streamline our business 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 equipped to -- success in complex logistic business environment.

Thanks, Pak 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 seen. And one thing that I know I was -- even in 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 that 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 at Lion Parcel.

Supply chain is one industry that was highly disrupted by major global event in the past 3 years, changing the way the customer and business interaction [ more digitalized ] than ever. The most challenging part during the growing process is to highly adapt, being agile and having resilient operation. Logistics in Indonesia is no exception and we are facing even more challenges to adapt to initial circumstances. Being adaptive to the changing customer behavior without compromised quality of our service through the journey in Lion Parcel is one key strategies we are focusing on. This would not be possible without communication and teamwork. To maintain collaborative environment, we use [ powerful ] 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 [ each partner and managers in ] Indonesia. Communication is not tracked and recorded. Some insight and information only flows to several people. The data is very siloed. We believe that, to maintain healthy, collaborative environment, everyone need to speak and take exchanges on data based on that -- not only based on data but based on the same data. We need to reduce administrative job such as data collection and [ direct report ]. The team need to focus to their main role, be more productive and efficient. As we know and I explained, Indonesia is archipelago country. Some shipment can be transshipped to several [ location ]. When unwanted situation happens such as force majeure or delay, the transship process will be -- take some time. Today, everyone can see the issue faced by our customer and follow-up progress in one single platform. Decision and action taken on -- are also very significantly faster now. We also provide customized handling process for our corporate customer. Before, collecting requirement and ensuring all the branches have same handling process is an effort. Now we are faster by improving our way of work and gain more trust from our customer. Last year -- we're confident to give our customer full money-back guarantee for our service as our commitment. We are also expanding our operation not only utilizing air freight but also utilizing sea freight and [ land truck ] for heavy and bulky item.

That's incredible, Pak Budi. Thank you for sharing. I think -- I just think about all of the challenges that you have faced in terms of COVID and then the 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 one platform and that it has 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 the State of Sales and 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 [ field ] 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, resource and process in place. We have strong collaboration and communication to ensure our nationwide cross-functional team are synchronized. As part our digital transformation initiative, we leverage technology tools to streamline and automate our workflow. As a result, we're able to accelerate the deal faster [ within the built-in workflow ] and automation; empower reps to make faster decision with real-time collaboration and aligned with market demand, using real-time data analysis and visualization. [ You have 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 the nation.

That's great. Thank you so much, Pak Budi, yes. I would love hearing about the way that teams, specifically sales teams, are using the technology. And I'm sure a lot of people on today's webinar are appreciating that too. I'm curious to know: You mentioned a lot of teams there, but how do -- 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 more -- and sales team more [ visibility ] on our customer profile, their transaction and inquiry behavior. An 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 external system. With internal system, Salesforce integrated with Lion Parcel web, Lion Parcel apps and our order management system. With external, we also integrated with a payment gateway and insurance partner. And lastly, to ensure all the customer inquiries and complaint are properly handled and managed, our customer touch point, we are -- also integrated third-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 I'm -- it's great. And I'm really glad to see how Salesforce has been able to support your digital transformation initiatives and to really support your 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 area, including increase the efficiency, streamlined process, improve our customer engagement and also increased demand of our service; by number, implementing Salesforce also resulting in cost efficiency by 30%; increased our NPS by 20%. And all these improvement have significantly contribute to increase our sales by 70%. I would say that overall ROI has been very, very impressive.

I'd say so too, Pak 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 for implementing 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 and being able to share your story and your journey with 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 will see you very soon.

Thank you, Jacob. Thank you, everyone.

Thanks, Pak Budi. We'll see you very soon. Awesome. 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, something common. They all started with an idea. In Salesforce, we have watched thousands of growing businesses start 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 and automation at every step of the sales process. 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 Suite, which pulls together all of our best-in-breed solutions into one integrated and easy-to-use suite so that you can get all of the deep sales functionality you need out of the box without having to pay the extras. This means faster insights for sales reps, more intelligent territory planning for sales ops and smarter forecasting for sales leaders. And zooming out the sales portfolio, the Salesforce Customer 360 is how 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's #1 CRM. Customer 360 helps you save time, save money and grow your business as a customer company. And it starts 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 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 succeed no matter what comes next. So the first is the fifth State of Sales report. So this is the report that a lot of the insights from today's earlier section came out from. And so this is the major insights and trends from over 7,700 sellers worldwide. And this will help you win more deals and increase efficiency in today's economy. The next is Trailhead. It is a fun way to learn Salesforce. You can go to Trailhead and discover many trails 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 leads; 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 e-books, research reports, blog posts, customer success stories, demo videos and other golden nuggets of content. This link of the resource center can be found in the right resource section of the ON24 platform. These links are also going to be available in our post-webinar e-mail which will be sent to you across after the webinar. 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 for easy access as well. Now let's get into the Q&A. Both Pak Budi and I are here to answer any questions that our audience have 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 follow up with you directly.

So let's have a look at some of our incoming questions. All right, I've got one here. Pak Budi, this one is going to go to you, okay? How did implementing Sales Cloud become 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 one place. Before using Salesforce, each department managed their own data, disconnected system and disjoined process, limited visibility for managers on their real progress -- and hard to forecast accurately. By implementing Salesforce, we can manage our sales pipeline better and enhance our collaboration and streamlined process just in one platform, so as a result, our reps' productivity improving because many manual tasks were automated. We have also centralized reporting and analytic. Everyone can see same data and same insight. Manager can identify problem and challenges quicker, yes, and we can adapt the new sales strategy faster.

Awesome. Thank you so much, Pak Budi. I'm just having a look at the next one, and this is going to go to you again, Pak 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 several key areas, but I pointed 3 very important focus that we need to have. The first one is digitalization and innovation. So digitalization is -- this one is -- include adopting new digital tools, automation, leveraging data analytic and get insight of the customer behavior and market insight, yes. The second one, I think agility and flexibility to respond [ will lead ] to the market. Nowadays, customer expectation keeps changing, yes. And we need to also adapt to the customer needs and expectation, right, so the agility and flexibility, you need to have within the organization. And the third one 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, Pak 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 and Service Cloud when you were just a 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. It can -- for me also, it can take some time to understand. However, Salesforce provide good documentation and training course, which make the learning process easier. We can access Trailhead for [ self learning ] or Trailblazer community. So in Lion Parcel, since we have customization, so -- we just reached the Salesforce partner and consultant to know the best practice of Salesforce implementation.

Totally, Pak Budi, and 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 there. Start completing some courses. Just follow your curiosity because we have a lot of content on there, whether it's learning about -- more about Sales Cloud. Or it is learning about just how to create great organizational culture. There is a trail for everything. All right, next question: All right, this one, I think, is going to be for me. So where are teams that use AIs 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 ChatGPT. So what we know from the State of Sales report is that things like forecasting accuracy, being able to automate reps' time through like being able to automate those manual tasks and prioritizing leads are some of the areas that sales teams are seeing the biggest impact with artificial intelligence. And so Salesforce has a bunch of products that help sales teams do this. And so we do know that those higher-performing teams are more likely to be leveraging on this artificial intelligence tools. All right, 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, so I have -- I know firsthand how coaching can be so critical to making or breaking a sales role. And what is interesting around this is that the type of coaching will vary based on the generation, which is super interesting. So Gen Xs and millennials prefer strategy reviews, and Gen Zs prefer performance reviews. And so we didn't get into the weeds in the report, but there are some interesting breakdowns by demographics. And so I encourage everybody to take a look, once you 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, I feel like it's my turn now, Pak Budi, because all these questions are coming to me. All right, next one is, "How easy is it the customize Salesforce leads 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 easy this was going to make sales admin their 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 relationships to change or create new stages. 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 just start playing with it and working out what makes sense to you and your organization. All right, next question, Pak Budi; and this one 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. Pak Budi, any tips you can share with our audience here to drive business growth and success?

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

Thanks, Pak 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 one is around -- this person is from a nonprofit org, all right. "So we don't necessarily deal with customers, more participants/candidates and partners. What are some of the success story/use cases of other NPOs utilizing Salesforce and how Salesforce adds value to the impact the org wants to create?" All right, so this is a great question because one of our values at Salesforce is try and support a lot of non-government organizations or -- no, I'm sorry, non-profit organizations [ rather ]. And so for us, we have a whole team that does this. We call them dot-org. And so many nonprofits in the region such as the Singapore Federation of Chinese Clan Associations, the PPIS women's 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 learn ] all of these stakeholders and be it their supporters or clients. And they're doing this all on one platform to be able to scale their mission. And so on average what's really interesting about this is that we see they achieve 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 thank you so much for your question, yes. That was really a good one, so thank you. Last question is: What insights are you seeing across APAC from the State of Sales report? And this is a really good one because this is the first [ thing that I did ] when I got the report. And so what it is, is it's a real mixed bag across Asia Pacific compared to the big insights that we've seen from the global report. So in -- we're seeing that 74% of ANZ and India 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 team are using. And for the top strategies for driving growth over the next 12 months, both ANZ and India agree that improving cross-function alignment is the top place. And that aligns to the global report, whereas in ASEAN it's 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 Pak Budi, we've come to 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, like, able to share with everyone.

Thank you, Pak 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 insight from Pak Budi and from the State of Sales. And so I know that there were 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 out for our post-webinar e-mails, where you can also find out more helpful resources. In line with making our webinars even better, please share your thoughts about the webinar 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 for today, I would like to say a big thank you to Pak Budi as well as all of our backstage team for 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.