Succes Services - Top tips for better adoption
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The document provides tips for improving end user adoption of CRM systems. It discusses common reasons for poor adoption such as lack of organizational change planning and unrealistic expectations. It recommends establishing executive sponsorship, identifying super users, developing processes and measurements, providing training, and maintaining data quality to increase adoption. Metrics and dashboards should be used to measure results and provide insights to improve performance.
Succes Services - Top tips for better adoption
- 1. Top Tips for Better End User Adoption Dreamforce To You Amsterdam, 29th October 2015 Nils Koop Principal Success Manager [email protected] @NilsFKoop
- 2. Forward looking statement Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
- 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