Salesforce Rollout Guide
User Adoption
Your Salesforce rollout doesn't stop the
day you introduce the application to your users. To be successful with CRM, you
have to instill the value of CRM into your company's culture. This section
highlights some of the best practices to help drive user adoption.
Communicate
the importance of the initiative
The number-one reason for failed CRM
implementations is a lack of executive sponsorship. Senior leadership needs to
regularly communicate the important role that Salesforce plays in the company's
strategy and proactively manage to the application. This can be done during company
meetings, via a monthly newsletter, or though one-on-one interventions with
those resistant to change.
Solicit
user feedback
When educating users on the application,
ask them what they'd like changed. Often times there are unused fields,
cluttered page layouts, or terminology that doesn’t make sense. Whenever
possible make changes on the fly in front of them to show them how responsive
you can be with Salesforce.
Communicate
the value proposition for reps
Whether it's consolidating key sales
collateral in the documents tab or importing leads directly from the website
into Salesforce, find ways to make this a win-win for users and management. One
of the biggest challenges is that reps view Salesforce for a tool for managers
and loose sight of how it can make them more successful.
Use
dashboards to run your team meetings
When your team sees that you're managing
to the application, usage tends to take a dramatic rise. Open up Salesforce in
team meetings and highlight the dashboards which you track. When appropriate,
drill down into the details and confirm that the information is accurate. If
data is missing tell your reps that, “if it isn’t in Salesforce, it doesn’t
exist.”
Tie
compensation to the application
There are a number of ways to tie
compensation to Salesforce, the most popular of which is to only pay
commissions on opportunities which were created in the application. You can
also create spiffs which are directly tied to dashboards inside the
application.
Leverage
adoption dashboards
There are several adoption dashboards available
on the AppExchange which you can install in a matter of minutes. These
dashboards allow you to track login activity and new records added by user. Some
customers have set up what they call “the wall of shame” to highlight outliers
and enforce compliance. Adoption dashboards can also be used to improve data
quality. For example, you can create a dashboard element which says who’s not
filling out required fields.
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1 Comments
October 30
i am a project mgr and recently i got some problems there.
your article here really helps. thx a lot.