Adoption: Get on the Right Track, Right Away

Susan Perdew, salesforce.com

Cheryl O’Connor, Analog Devices, Inc.

Steve Settelmayer, Neff Rental, Inc.

Admin I: Getting Started

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Introduction – Adoption: Get on the Right Track

Does “Adoption Strategy” have a prominent position

in your plan?

Adoption Strategy???

Introduction – Adoption: Get on the Right Track

Ten Tips for User Adoption

1.1. Establish the “Pre” Sale EarlyEstablish the “Pre” Sale Early

2.2. Top Down, Bottom Up, and AcrossTop Down, Bottom Up, and Across

3.3. People and ProcessesPeople and Processes

4.4. Salesforce = Command CenterSalesforce = Command Center

5.5. Productivity ToolsProductivity Tools

6.6. Manage to the ApplicationManage to the Application

7.7. TrainingTraining

8.8. Validate AdoptionValidate Adoption

9.9. Carrots and SticksCarrots and Sticks

10.10. Feedback LoopFeedback Loop

Cheryl O’Connor

Worldwide CRM Strategy Manager

All About Analog Devices, Inc.

INDUSTRY: High Tech Semiconductor

EMPLOYEES: 9000

GEOGRAPHY: Global

PRODUCT(S) USED: Salesforce SFA, Successforce Support, AppExchange

# USERS: 800 (live Nov 2003)

Leading Semiconductor manufacturer800 users on five continents$2.5B Annual RevenueNYSE ADI

Adoption Challenges

General Adoption Challenge Definition What’s in it for me (WIIFM) changed Sales & marketing negative cycle Data quality and timeliness Resources

Culture Challenge Accountability/Freedom Silos Prove it

Best Practices for User Adoption

1. Top Down, Bottom Up, and Across

• Executive sponsorship

• End user advocates

• What if you don’t have it

2. Productivity and Collaboration Tools

• Dashboards/Reports that “think” like the user

• Custom objects• Visit Reports, Goaling, Account Plans

• Communication templates

Best Practices for User Adoption, cont’d

1. Validate Adoption

• Define it!

• Not just who, how often and when• Name, Role, Job Type, Mgr, Location

• How often new features used

• Actionable Metrics• More training? Or potential best practice example?

2. Training

• By WIIFM, not just topic/feature

• Reevaluate and start over if necessary

Best Practices for User Adoption, cont’d

1. Feedback Loop

• Surveys

• Face-to-face

• Work with company culture

• Consider questions like…

• What are your biggest complaints…

• What else is preventing you…

• What would increase the value for you…

• What other thoughts do you have…

Don’t ask until you are ready to act ! (then go for low hanging fruit first – fast and easy)

Tool Tip:

www.Surveymonkey.com

low cost, easy-to-use,

QUICK!

Dashboards – Adoption/Use

Basics – logging in? creating opps? More Basics – When? At the right time?

New features being used? How? Who? Where?

Data Integrity and Freshness – Error free? Up to date?

Dashboards For Users

Create Reports and Dashboards that filter and display info the way that type of user thinks and works…

Communication Templates

Users hooked on Excel? Add custom field for Salesforce URL to link directly from Excel reports!

1. SETUP a Custom field of data type “Formula Field”

2. DOWNLOAD Report with the Opportunity URL field to Excel

Adoption Best Practices – Results (so far…)

What were the results?

• Strong Adoption driving worldwide alignment and collaboration

• Huge change in perception from all user types

• Unprecedented visibility into sales pipeline

• 35% increase in users ≥ 1x a week

• 95% data error free (up from only 30% clean 18 months ago)

• 85% open opps updated last 90 days (up from only 25%)

• New revenue $$$ attributed to having Salesforce

Users seeing vision that Salesforce may one day be called cra ckforce at ADI

Steve Settelmayer

VP, Sales & Marketing

All About Neff Rental, Inc.

• INDUSTRY: Construction Services

• EMPLOYEES: 1,100

• GEOGRAPHY: 15 States primarily in the Sun Belt

• # USERS: 330

• PRODUCT(S) USED: Salesforce SFA, 2 downloaded AppExchange

applications, Integrated to ERP and 3rd Party Lead Source

Top ten US provider of construction equipment for professional contractors

Adoption Challenges

Key challenges impacting adoption

• Sales reps were 100% pencil and paper

• No training department for a company of over

1,000 employees

• IT department not set up for development projects

• Five “independent” regions with VP level managers

Best Practices for User Adoption

1. Establish the “Pre” Sales Early

• Know your audience

• Communicate strategy and set

expectations

2. People and Processes

• Recruit savvy subject matter experts

• Document and customize

Best Practices for User Adoption, cont’d

1. Salesforce = Command Center

• Use for every phase of deployment

• “If it’s not in Salesforce…”

2. Manage to the Application

• Focus on top reports

• Lead by example

Best Practices for User Adoption, cont’d

1. Carrots and Sticks

• Contests, spiffs, etc.

• No access to resources unless…

OR

Adoption Best Practices – Results

What were the results?

Avg Revenue From New Sales Reps

1 2 3 4 5 6 7 8Tenure (Months) Prior to Salesforce

Post Implementation

Inh

erit

ance

Performance Plateau

Imagine it. Learn it. Use it.

How to apply what you’ve learned when you get home

1. You’re not alone… leverage best practices

2. “Sponsorship” isn’t a once-in-a-lifetime event

3. Have clear short-term objectives PLUS a long-term vision for prolonged adoption

4. Communicate clear expectations, and have ways to measure and reward

5. Keep a pulse on changing business needs

6. Not happy with adoption? Time for a “do-over”

Imagine it. Learn it. Use it.

Imagine it. Learn it. Use it.

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Cheryl O’Connor

Worldwide CRM Strategy Manager

Steve Settelmayer

VP, Sales & Marketing

Susan Perdew, salesforce.com

Customer Success Manager

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