Success Services Top tips for better adoption Dreamforce to You Amsterdam

1. Top Tips for Better End User
Adoption
Dreamforce To You Amsterdam, 29th October 2015
Nils Koop
Principal Success Manager
nkoop@salesforce.com
@NilsFKoop

2. Forward looking statement
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3. User Adoption is Critical for Success
​Reasons for poor CRM Adoption
36%
41%
43%
44%
44%
46%
54%
65%
72%
82%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
IT Perspective not Integrated
Silos/No Horizontal Process View
No Organizational Change Plan
Scope Expansion / Uncertainty
Project Team Lacked Skills
Business Case not Compelling
Poor Project Management
Unrealistic Expectations
Inadequate Sponsorship
Resistance by Employees
Projects
Source: 2013 Deloitte Consulting and Benchmarking Partners

4. 5 things that can impact employee adoption

5. So how do you increase adoption?

6. The importance of executive sponsorship

7. Keep the lines of communication open
What needs to be communicated?
• Why are we doing this?
• How do we get there?
• What’s in it for me?
How do we communicate?
• Power of peers
• Chatter
• Solicit ideas & feedback
​Regular communication with all stakeholders

8. Super Users Advocate for Change
​Identify Super Users

9. Develop processes and measurements
Define, document & communicate processes
End user focused & intuitive
Clearly defined & communicated metrics
• Our sales goal for the quarter is
$500K in closed business and we will
be tracking it on our sales dashboard
Dashboards & Reports
• Activities
• Pipeline
​Define processes to support the overall vision

10. Measure Results to Provide Insights
​Improve insights into how teams are performing
Calls to actions
Identify and model best practices of high
performers
Design Reports & Dashboards that ‘Ask
Questions’
Effective Leaders manage their team
meetings using Salesforce
Track Logins using Salesforce Adoption
Dashboard AppExchange Package

11. Maintain good data quality
Ensure you have a data integrity strategy
• Incent users to keep data clean
• Leverage data cleansing tools
Consider integration with other applications
• Backend applications
• ERP
• Homegrown
Limit the assignment of administrative rights
Enforce the strategy with dashboards
• Blank fields
• Out of date data
​Data Quality guidelines
Remember, Garbage In -> Garbage Out

12. Create a Training Program
Training for new and current users
Support multiple roles and learning styles
What’s in it for me?
Measure the success of your training
• Quizzes, knowledge checks, user summarizations
• Post-training feedback
• Dashboard to measure business effectiveness
Leverage Salesforce resources
• Free and fee-based
• Web based training
• Trailhead!!!
Don’t
forget your
Admin!

13. Trailhead - Place to Learn Salesforce
trailhead.salesforce.com

14. Best Practices for Staffing
# Users Resource(s) Needed
1-30 users <1 Administrator
31 -74 users 1+ Administrator
75-149 users 1 Sr. Administrator, 1 Jr. Administrator
150-499 users 1 Salesforce Analyst, 2-4 Administrators
500-750 users 1-2 Salesforce Analyst, 2-4 Administrators
751+ users Determined by multiple variables
Salesforce
Certification
ensures expertise

15. For Sales Leaders…Why Should YOU Use Salesforce?

16. Get information important
to me
The better the data &
history, the better the
sales rep I am
Trending of opportunities,
interests, patterns
Real-time leads sent to me
w/ notification
Integration with Outlook
Create reports &
dashboards to help
manage your day
Access it anywhere,
anytime with Salesforce1
No micromanaging
needed
You and your manager
can see the same data at
the same time, all in
Salesforce
Visibility Productivity Accountability & Process
“I have better visibility
into what’s relevant to
me”
“I can focus on selling” “If it’s not in
Salesforce, it doesn’t
exist”
Salesperson: What’s In It For Me?
“I need Salesforce to be successful”

17. Boost Productivity with Salesforce1
Customized for Every
Company & Employee
Your Custom Branding
Your Reports and Dashboards
Your Files
Your Events
Your Data Offline
Your Accounts & Communities
World’s Most Connected
Enterprise App
Employees &
Partners
Products
Customers
Devices
World’s Largest Enterprise App Ecosystem
Canvas
CRM ERP/Financials HR 3rd Party
AppsBackofficePartner Apps
InformaticaWorkdayKenandyFinancialForceSalesforce1 Evernote DocuSign MuleSoft

18. Where do I start?

19. Join the Conversation
Over 1,900,000 Members and growing!
Hear from our MVP’s, other customers
and salesforce resources!
Join your local User Group to collaborate
with other customers
Access resources, webinars, people, all
designed to help you achieve success!
To Join:
• Go to our Success Community
Directory
• Select the groups to join
• Use your salesforce credentials
Join your local
User Group
Next meetings:
• Netherlands
12th Nov
• Belgium
25th Nov

20. thank y u

21. Create a Risk Severity Matrix
Work with your stakeholders, take each item from your gap analysis and
plot it on the risk severity matrix to assess overall impact.
How
many
people
use it?
5 Major Risk
4
3
Moderate
Risk
2
1 Minor Risk
1 2 3 4 5
How big a deal is it?

22. Conduct a Change Impact Assessment
<Client> Salesforce Implementation
Organizational Change Impact Tracker Impacted Role(s)
Category /
Process
Element
Change Description / Implications
Agent
Recruiter
Manager
Director
Anticipated
Degree of
Change
Stop, Start, Stay
Mitigation Plan / Proposed Approach to
Proactively Prepare Users for Change
Activity
Tracking
- Elimination of paper documentation for call metrics;
sales and recruiting calls and activities will be logged
real-time, directly within Salesforce
- This represents a significant change to process and
behavior for Recruiters that will require some
additional reinforcement to drive adoption. (Current
process is to complete calls, document w/ tally marks
on paper, then manually input data into the system at
the end of the day)
X X M
Stop: Documenting call
metrics on paper
Start: Logging calls real-
time, directly within
Salesforce
Stay: Continue to track
and report on daily
activities
- Incorporate "log a call" process into
hands-on training scenarios
- Provide Managers w/ talking points to
deliver during team huddles to proactively
communicate new expectations around
logging call metrics
- Develop quick reference guide and/or
short training video clip demonstrating
the “log a call” process. Highlight the
value of being able to track activity (input)
vs. performance (output)
• Review future-state Salesforce
functionality summarized by business
process / category
• Discuss and gather SME feedback on
how Salesforce functionality will change
current-state business processes, tools,
ways of working, etc.
Identify
the
anticipat
ed
magnitu
de of
change
Identify roles
that will be
affected by
identified
changes
What will users
stop doing, start
doing, and
continue doing
from a process
perspective?
Proposed action plan for
preparing users for the change
identified