How to Drive Adoption Go faster and achieve more with Salesforce!

Fran Donaghy Senior Success Manager

5 things that can kill adoption

Adoption Framework

1 Executive Sponsorship

Develop a clear vision & strategy

Identify sponsors: ensure they communicate direction

Leverage power users and champions to influence others

2 Manager & End User Value

End user efficiency & effectiveness gains

Manager buy-in to link vision to day-to-day

Meet how end users want to work

3 Training & Communication

Right training strategy for end users

Effective communication of changes & success stories

Measurements & rewards

4 Support & Change Management

Develop a clear governance & support model

Ensure an ongoing data quality strategy

Communicate changes and develop a process for user feedback

Adoption Framework

Detailed Adoption approach

• Vision & Strategy

• Program Charter/Background

• Customer stories

Sponsorship* User Value Training &

Communication Change Management*

• Business process definition

• Sponsor activity plan

• Power user assignments

• Business process definition

• Adoption metrics and dashboards

• Use Cases

• Adoption metrics and dashboards

• Training & Communications Plan

Key Inputs

• Evaluate adoption maturity

• Identify key executive sponsors

• Identify application evangelists

• Establish advisory council / executive

cadence

• Drive end user value

• Define & validate metrics and

dashboards

• Conduct Ride Alongs

• Develop training & communications plan

• Develop role-based training and incentives

• Define support strategy

• Update reports / dashboards

• Measure effectiveness and continuously

improve

• Read-out to stakeholders and executives

• Sponsor activity plan

• Power user assignments

• Adoption metrics and dashboards

• Use Cases

• Communication plan

• Role based training content

• Compliance and reward program

• Support Plan

• Updated reports & dashboards

• Executive presentation

Key Activities

Key Outputs

*See Governance Domain for broader context

Define

Process

Share Benefits

Obtain Commitment

Improve &

Innovate

Assign

Ownership

Align

Goals

Over 140,000 successful clients

worldwide

Winner of Forbes most Innovative

company 2011, 2012, 2013. 2014, 2015

Your Success Journey… How to embed Salesforce into your culture

Align

Goals

Business Goal

Value Driver

KPI

“Increase Revenue” “Improve efficiency

and client

coverage”

“% Share of market

increase

%Cross-sell

increase ”

Ensure that your Salesforce goals are SMART, communicated clearly, and that everyone buys in

EXAMPLE EXAMPLE EXAMPLE

Align Goals Everyone needs to understand the direction you are going in

Define

Processes

Define Your Processes Because success won’t just happen by itself

Ensure that your processes are documented and clear expectations are set about how the tool

is to be used

Data Users Cadence

Make sure that sufficient

emphasis is put on Data:

• Quality

• Accuracy

• Ownership

Garbage in = Garbage out!

Who are the end users of

Salesforce going to be:

• Managers?

• Salespeople?

• Your PA?

This is for everyone to use

When do you want people to

use Salersforce:

• All day long?

• Regular forecasting?

• As needed?

This should be part of your

daily routine

Develop processes and measurements

•

•

•

•

Maintain good data quality

•

•

•

•

•

•

•

Assign Ownership

Assign Ownership Everyone plays a role

Ensure that everyone understands their role in using Salesforce, and the impact of

not using it correctly

The MD Champions the use of CRM, and uses it as a regular

communications and reporting tool

Uses it for reference only. It’s not the job of a PA to update CRM on

behalf of someone else

For the Sales Director, CRM is the lynchpin of the business, and it

should be consulted every day

Sales Managers should be using CRM throughout the day to manage

and collaborate with the team

Sales Reps should be consulting and updating CRM with

activities/results through the day as they prospect, meet customers,

close deals, confirm forecasts, etc. It’s not an after-hours activity!

Share

Benefits

CRM – What’s in it for me? Make sure that you consider the benefits for everyone

Consider how Salesforce will benefit everyone: http://www.youtube.com/watch?v=pp4lqYY5bts

Single view of customer

Reduced manual

processes

Less duplication

of effort

Greater customer

insight

Deal size maximised

More time to sell

Improved forecast accuracy

Visibility of personal

performance

Obtain Commitment

How do you drive Salesforce adoption? A balanced approach works best

Measurement drives behaviour! Make sure that you are driving the right behaviour in

Salesforce

INCENTIVES DIRECTIVES

Gamification using

badges

Rewards

Programme

Hall of fame Salesforce

Champions

If it’s not in CRM – it

doesn't exist No side processes

Follow the leader Meet deadlines

Keep the lines of communication open

•

•

•

•

•

•

•

Create a Training Program

•

•

•

•

•

•

Don’t

forget your

Admin!

Visibility Productivity Accountability & Process

Salesperson: What’s In It For Me? “I need Salesforce to be successful”

“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”

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

Sales and marketing collateral

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

Innovate & Improve

How do you keep improving Salesforce? Develop a culture of continual innovation

Keep Salesforce ‘fresh’ by constantly evolving http://www.youtube.com/watch?v=8Jyw-

hKmgdM&list=PLnobS_RgN7JZfHVFu8gTYBXYzV60IWeX9&feature=share&index=8

Innovate

Seek feedback

Measure Results

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 Apps Backoffice Partner Apps

Informatica Workday Kenandy FinancialForce Salesforce1 Evernote DocuSign MuleSoft

Define

Process

Share Benefits

Obtain Commitment

Improve &

Innovate

Assign

Ownership

Align

Goals

For more info, see our company

blog:

http://blogs.salesforce.com/company/sales/