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Adoption stony point salesforce end user training overview
- 1. Chris Ude Steve Wasula
Copyright © 2013 Stony Point, LLC. All rights reserved.
Chris Ude
Sales Director
Steve Wasula
President
- 2. About Stony Point
• Founded in early 2011 by 3 instructors
– 70+ years combined experience in high tech
consulting and training
– Nearly 20 years of Salesforce.com
development, consulting and training
experience
Copyright © 2013 Stony Point, LLC. All rights reserved.
experience
• Currently employing 27 trainers
– 9 Salesforce.com Certified Instructors
– More Certified instructors than everyone
including salesforce.com
– Certified to deliver every class salesforce.com
offers
Copyright © 2013 Stony Point, LLC. All rights reserved.
- 3. Service Offerings
• Technical Training
– Administrator, Developer, Consultant
– Only company other than salesforce.com
authorized to teach EVERY class
Copyright © 2013 Stony Point, LLC. All rights reserved.
• End User Training
– Sales, Marketing, Customer Service
– Custom Applications
• Curriculum Development
- 4. Training for AppExchange Partners
• Certification Prep for most major Consulting Firms
• Independent Software Vendors
• Cyber U
– Developed custom Force.com administrator and CyberU
application training
Copyright © 2013 Stony Point, LLC. All rights reserved.
application training
– Stony Point delivers all training for CyberU
• POS Portal
– Developed custom Salesforce portal training for POS Portal
– Stony Point delivers training for POS Portal customers
- 5. • Less than 40% of firms
implementing a CRM
have an adoption rate
above 90%
• Adoption rates haven’t
CRM Adoption Rates
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• Adoption rates haven’t
improved since 2005
Source: CRM Magazine “Don’t Confuse Implementation with Adoption”; Jim Dickie. May, 2009.
- 6. What is User Adoption?
Users
using
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the system the way it is
intended
to be used.
- 7. Keys to Success
5. Executive Sponsorship
Keys to Successful CRM Implementations
(in descending order of importance)
Copyright © 2013 Stony Point, LLC. All rights reserved.
5. Executive Sponsorship
4. Alignment of System with Business Process
3. Proper system selection
2. End User Training
1. Manager Training
- 8. Why Are Managers Most Important?
• Managers have the biggest influence on
– Employees
– Executives
– Peers
Copyright © 2013 Stony Point, LLC. All rights reserved.
• If the system helps the manager, the
manager:
– Will ensure that the employees use it
– Will ensure that the employees are trained on it
– Will articulate the value to executives
– Will drive enhancements
- 9. Why Are Managers Most Important?
Training that is reinforced by senior
management yields
$33…on every dollar invested
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$33…on every dollar invested
Source: Motorola, Inc. study
- 12. Retention
Percentage of skills retained by trainees
6 months after training without follow-up
coaching and support:
13%
Copyright © 2013 Stony Point, LLC. All rights reserved.
13%
To overcome this loss requires
multiple exposure over time.
Source: Xerox, Inc. study
- 13. Training Best Practices
• Role Based Training
• Scenario Based Training
• Train as Teams
• Train on Live System
Copyright © 2013 Stony Point, LLC. All rights reserved.
• Train on Live System
• Hands on Training
• Reinforce Training over time
- 14. Training Options
• Custom Training and Delivery
– Custom curriculum development
– Delivery of manager training
– Delivery of all end user training
– Expert resource for follow-up sessions
Copyright © 2013 Stony Point, LLC. All rights reserved.
– Expert resource for follow-up sessions
• Train-the-Trainer
– Custom curriculum development
– One-time delivery of manager training and end
user training as train-the-trainer
• Standard End User Training
– Delivery of standard end user training
- 15. Option 1: Custom Training Program
For a Single Application
Examples: SFA, Marketing, Support
(multiple sessions
to accommodate
Copyright © 2013 Stony Point, LLC. All rights reserved.
Curriculum
Development
4-hour
Manager Session
8-hour
End User Session
1-hour Weekly Team
and Manager Sessions
to accommodate
all users)
- 16. Option 1: Custom Training Program
1 Hour 1 Hour
For a Single Application
Examples: SFA, Marketing, Support
Copyright © 2013 Stony Point, LLC. All rights reserved.
4 Hour
Reporting
Session
8 Hour
Hands On
Session
1 Hour
1 on 1
Sessions
1 Hour
Weekly
Team
Sessions
1 Hour
Weekly
Manager
Sessions
Executives 1 1
Managers 1 1 2 4-6 8
End Users 1 2 4-6
- 17. Option 1: Custom Training Program
Total time commitment by role
• Executives
– 5 Hours
• Managers
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• Managers
– 26 – 28 Hours
• End Users
– 14 – 16 Hours
- 18. Option 1: Custom Training Program
• Application & Process Review Session
• Curriculum Development
– Scenario Development
– Creation of Electronic Material
• Presentation
Copyright © 2013 Stony Point, LLC. All rights reserved.
• Presentation
• Exercise Guide (if desired)
• Delivery of Training
– Delivery of all hands-on sessions
– Customer performs 1 on 1s
– Resource for on-going coaching sessions
- 19. Option 2: Train-the-Trainer Program
For a Single Application
Examples: SFA, Marketing, Support
Copyright © 2013 Stony Point, LLC. All rights reserved.
Curriculum
Development
4-hour
Manager Session
8-hour
End User Session
- 20. Option 2: Train-the-Trainer Program
• Application & Process Review Session
• Curriculum Development
– Scenario Development
– Creation of Electronic Material
• Presentation
Copyright © 2013 Stony Point, LLC. All rights reserved.
• Presentation
• Exercise Guide (if desired)
• Train-the-Trainer
– Delivery of 1 hands-on manager train-the-trainer session
– Delivery of 1 hands-on end user train-the-trainer session
for each unique role
– Customer performs 1 on 1s and on-going coaching
sessions
- 21. Option 3: Standard Training Program
For a Single Application
Examples: SFA, Marketing, Support
(multiple sessions
to accommodate
Copyright © 2013 Stony Point, LLC. All rights reserved.
5-hour Reporting and/or Power
User Sessions for a subset of users
5-hour
End User Sessions
to accommodate
all users)
- 22. Option 3: Standard Training Program
• Delivery of Training
– Delivery of all hands-on sessions using standard, pre-
existing “Intro to Salesforce” course materials
– Delivery of an optional hands-on Analytics session using
standard, pre-existing “Salesforce Analytics – Building
Reports and Dashboards” course materials for a subset
Copyright © 2013 Stony Point, LLC. All rights reserved.
Reports and Dashboards” course materials for a subset
of end users and managers in roles that require an
expanded reporting skill set
– Delivery of an optional hands-on Power User session
using standard, pre-existing “Salesforce Power User for
Sales” course materials for a subset of end users in roles
that require a power user skill set
– Customer performs 1 on 1s and on-going coaching
sessions
- 23. Training Classes
• Technical Training
– Certified Sales Cloud Consultant Exam Prep (SPCON-102)
– Certified Service Cloud Consultant Exam Prep (SPCON-101)
– Introduction to Administration & Configuration (SPADM-203)
– Salesforce Advanced Developer (SPDEV-205)
Copyright © 2013 Stony Point, LLC. All rights reserved.
• End User Training
– Introduction to Salesforce for Sales (SPSA-101)
– Salesforce Power User for Sales (SPSA-201)
– Introduction to Salesforce for Service (SPCS-101)
– Introduction to Salesforce for Marketing (SPMA-101)
– Introduction to Salesforce Analytics - Building Reports and
Dashboards (SPRD-101)
• Custom Training
- 24. Training Options
• Live, Instructor Led Training
• Public or Private
• Virtual or In-Person
• Recorded training sessions
• Learning Management Systems
Copyright © 2013 Stony Point, LLC. All rights reserved.
• Learning Management Systems
We will help develop a training program to
accommodate your needs and your budget