The Path to 100% Adoption

The Path to 100% Adoption Pat Cameron, Salesforce.com Cheryl O’Connor, Analog Devices, Inc. Mark Desrosiers, Jobscience Track: Advanced EE System Administrators

Safe Harbor Statement ,[object Object],[object Object],[object Object],[object Object]

Goals for this Session ,[object Object],[object Object],[object Object],How did they do it?

Cheryl O’Connor Worldwide CRM Strategy Manager [email_address]

Company Introduction ,[object Object],[object Object],[object Object],[object Object],INDUSTRY: High Tech Semiconductor EMPLOYEES: 9000 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Premium Support, AppExchange # USERS: 820 (live Nov 2003)

Case Study – Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Case Study – The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Metric Examples – Timeliness and Errors ,[object Object],[object Object],[object Object],[object Object],[object Object]

Metric Examples – User Adoption ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Champion Virtuous Cycle* Gather issues/feedback from users Prioritize Level of Effort & Roadmap Train New Features and “Refresher” Champions * Concept developed by Pat Cameron, Salesforce.com CSM

Adoption/Champion Activity Timeline* Developing Product Line and Sales Video Training Survey to Product Lines September October November December Survey Sales to Prioritize new project ideas Poll Sales for ideas for new features Roll out new dashboards for managers Roll-out Goaling Quick Tips for Sales and Managers Quick Tip Conf calls EO Monday Product Line Face-to-Face Training 1 st Users Group Meeting Roll out new video training for PLs Roll out new video training for Managers Updated PL Dashboards FSE/FAE Product Line Both * Concept developed by Pat Cameron, Salesforce.com CSM

VALUE Activity Timeline* Link to leads on Account page (s-control) 2Q06 3Q06 4Q06 1Q07 2Q07 FSE/FAE Product Line Both V-BOM Add more contacts New Email templates Promote/Offer new Offline Edition More New Goaling Reports and Dashboards Goaling process enhancements, reports and dashboards New reports loaded in PL Dashboards Visit Reports Collaborative Account Plans TBD TBD * Concept developed by Pat Cameron, Salesforce.com CSM

User Survey Question Examples ,[object Object],[object Object]

User Survey Open-ended Questions Examples ,[object Object],[object Object],[object Object],[object Object],[object Object]

Example – Another User Dashboard

Case Study– Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Mark Desrosiers Vice President [email_address]

About Jobscience ,[object Object],[object Object],[object Object],INDUSTRY: Software & Service EMPLOYEES: 25 GEOGRAPHY: North America PRODUCT(S) USED: SFA, Service & Support, Marketing, Custom Applications, AppExchange # USERS: 25

Case Study: Jobscience Challenge – Furthering Adoption ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

The Jobscience Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Demos / Screen Shots

Custom Applications – Product Management

Custom Applications – Marketing (Events)

Custom Applications – Marketing (Attendee Profile )

Custom Applications – Marketing (Attendee Profile ) Effortless Integration

Custom Applications – Customer Integration Single Sign-on Self Service / Support

Custom Applications – Implementation

Jobscience Results ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Wrap-Up ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

Pat Cameron Customer Success Manager Cheryl O’Connor WW CRM Strategy Manager Mark Desrosiers Vice President QUESTION & ANSWER SESSION

The Path to 100% Adoption

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The Path to 100% Adoption