Drive Salesforce Adoption at Your CompanyJanuary 10, 2018

Today’s Speakers

Mike GerholdtDirector, Admin Evangelism

Salesforce

@MikeGerholdt

Amber BoazCRM Platform Owner

Rapid7

@amber9904

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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

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