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Drive Salesforce Adoption at Your CompanyJanuary 10, 2018
Today’s Speakers
Mike GerholdtDirector, Admin Evangelism
Salesforce
@MikeGerholdt
Amber BoazCRM Platform Owner
Rapid7
@amber9904
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.comproducts, 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.
Forward-Looking StatementStatement under the Private Securities Litigation Reform Act of 1995
Connect with Us!
Salesforce Admins
@SalesforceAdmns#AwesomeAdmin
admin.salesforce.com
Salesforce Admins
Salesforce Admins
Watch the Recording
The video will be posted to YouTube & the webinar recap page: bit.ly/useradoptionwebinar
This webinar is being recorded!
Join the Admin Webinar Group for Q&A!
Don’t wait until the end to ask your
question! • We have team members on hand to answer
questions in the webinar group.
Stick around for live Q&A at the end!
• Speakers will tackle more questions at the end,
time-allowing
bit.ly/AdminWebinarGroup
When you see this Astro, answer a poll in the Trailblazer Community!
Today’s Agenda
● Adoption: Why aren’t they doing it already?
● Show the why: “What’s in it for me?”
● Show the how: Train & Incentivize
● Resources
● Question & Answer
• Inherited an implementation where mobile was enabled
• One super user & executive sponsorship
• No company-wide adoption
Mobile Adoption Problem
Adoption: Why aren’t they doing it already?
Why?
Why?
Possible “Why’s”
• They’re a horrible person who wants you to fail
• They don’t see the value
• They don’t know how
⭐
Time for a Pep Talk
• You are the steward of your organization’s most valuable asset...its data
• You and your co-workers are on the same team
• You are good at what you do & you are not alone
Kid Presidentbit.ly/kidpresidentvideo
Amy Oplingerbit.ly/areyouanimposter
• Change is hard! Acknowledge that!
• Involve stakeholders from the start
• Reward good behavior
You Have the Power to be a Change Agent
Show Them Why: “What’s in it for me?”
Define the Business Purpose
• Why does your organization have Salesforce? What is the goal?
• What are you trying to get out of Salesforce? Why did you
bother?
• Given you have it, is that goal being fulfilled? Has it
changed?
Define Adoption Metrics
Define what you are going to measure. (What is adoption?)
• Calls logged / emails tracked
• User Login History
• Feature Usage
Communicate what you are measuring so that
adoption stats are transparent and accessible. Download the adoption dashboard pack from
AppExchange:bit.ly/salesforceadoptiondashboards
Be the Glue
• Be the glue between business and technology: “I see a gap”
• Have a vision: "I know how we can improve this process!”
• Take initiative to solve a problem: "I built this cool thing for you!”
• Enforce clean data best practices: “Garbage in = garbage out”
Invest in Listening & Learning
Take the time to invest in:
• Listening and asking questions
• Understanding the “why” of requests
• Salesforce Administration by Walking Around (SABWA)
• Documenting: bit.ly/AmberSaysDocumentation
Show Them How: Train & incentivize
Make learning fun
What:
● Sync (in person, virtual) or Async (Trailhead, LMS)
● Provide different options, doesn’t have to be super formal
How:
● Work with training department, HR
● Train the trainer, train super users
Build a solid training plan
⭐
Build a Lesson Plan. Check out this resource
from convergence:
bit.ly/8steptrainingplan
Provide Ongoing Support
• Show users how to integrate the technology into their daily lives. Make
it part of their routine.
• Enforce/Review the process.
• Provide:
• Chatter group for questions
• Support ticket system for admins
& developers
• Training plan
Resources
Resources
Trailhead Badge: UX Personas for Salesforce
trailhead.salesforce.com/en/modules/ux-personas-for-salesforce
Month of Adoption resources: bit.ly/driveuseradoption
Adoption Dashboards on AppExchange: bit.ly/salesforceadoptiondashboards
How to build a solid training plan: bit.ly/8steptrainingplan
Who Moved My Cheese: bit.ly/movemycheese
Q&Abit.ly/AdminWebinarGroup
Slidesbit.ly/useradoptionwebinar
Wrapping Up
Surveybit.ly/awsurvey-adoption
Tie Organizational Goals to Salesforce Metrics
• What are the company goals for this year? This quarter?
• What Salesforce metrics show achievement of goals?
• Build a dashboard that shows the health of those metrics
• Schedule it to send to stakeholders
change
Salesforce Core Values
TrustCommunicate openly and deliver the highest level of service
InnovationConsistently deliver new technology that empowers Trailblazers to innovate
GrowthFocus on customer success to drive mutual growth
EqualityRespect and value a diversity of people
Offer Bar Powered By Process Builder
New Salesforce Product IconsThese icons were introduced at DF17
Quip (Collaboration)
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