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1 salesforce.com confidential – do not distribute Jim Laudisio Director of Operations, Boston Partners in Education Co-Leader, Boston Nonprofit Salesforce.

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Presentation on theme: "1 salesforce.com confidential – do not distribute Jim Laudisio Director of Operations, Boston Partners in Education Co-Leader, Boston Nonprofit Salesforce."— Presentation transcript:

1 1 salesforce.com confidential – do not distribute Jim Laudisio Director of Operations, Boston Partners in Education Co-Leader, Boston Nonprofit Salesforce User Group User Adoption

2 2 salesforce.com confidential – do not distribute Tip #1: “If it’s not in Salesforce, it doesn’t exist!”  The system must be the trusted, authoritative source for your organization’s data.  Push data quality early and often.  Help users understand how to identify bad data and become invested in eliminating it.  Goal: Move users away from their own record-keeping systems (Excel, etc.) and into Salesforce.

3 3 salesforce.com confidential – do not distribute Tip #2: Incentivize  Biggest driver of adoption: when users see how Salesforce makes their lives easier.  Recruit power users as advocates. Make Salesforce the “cool kids’ table.”  Use Chatter to drive staff into Salesforce — that’s where the conversation is happening.  Engage users as your Quality Assurance team. They’re your bug-finders!  Consider contests/prizes for top users.

4 4 salesforce.com confidential – do not distribute Tip #3: Training, Training, Training  Recruit other staff (NOT management) as additional trainers. It means a lot more coming from peer users, not just admins.  Break training into manageable chunks.  Offer monthly or quarterly tips & tricks and/or refresher sessions.  Impromptu one-on-one trainings go a long way toward building user confidence.

5 5 salesforce.com confidential – do not distribute Tip #4: Get Management On Board  Leadership needs to drive adoption, particularly with tech-resistant staff. Both fear and confidence are contagious!  Recruit a “champion” within upper management to advocate for adoption.  Establish clear expectations and meaningful metrics for measuring adoption.  Demonstrate to management how increased adoption provides them greater visibility into the organization’s operations.

6 6 salesforce.com confidential – do not distribute Tip #5: Customize  Invest in automation & custom reports to save users time and headaches.  Spend the time with users to customize the UI to their liking as much as feasible.  Use Permission Sets, Profiles, and Record Types to limit information and avoid overwhelming users.  Encourage “wish list” requests.  Regularly solicit feedback!

7 7 salesforce.com confidential – do not distribute Salesforce Adoption Dashboards

8 8 salesforce.com confidential – do not distribute Additional Resources  Salesforce.com Learning Center: http://www.salesforce.com/customer-resources/learning- center/details/getting_started.jsp http://www.salesforce.com/customer-resources/learning- center/details/getting_started.jsp  Dreamforce 2012 Session “Winning”: http://www.youtube.com/watch?v=hWd9ZSTQ_mM http://www.youtube.com/watch?v=hWd9ZSTQ_mM  Measuring Adoption: http://www.scribd.com/doc/23855680/Beyond-login-rates-three- key-areas-for-measuring-adoption http://www.scribd.com/doc/23855680/Beyond-login-rates-three- key-areas-for-measuring-adoption  Salesforce Adoption Dashboards: https://appexchange.salesforce.com/listingDetail?listingId=a0N30 000004gHhLEAU https://appexchange.salesforce.com/listingDetail?listingId=a0N30 000004gHhLEAU  Data Quality Analysis Dashboards: https://appexchange.salesforce.com/listingDetail?listingId=a0N30 0000016cshEAA https://appexchange.salesforce.com/listingDetail?listingId=a0N30 0000016cshEAA


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