Partner: Drive Adoption and Cut Training Costs with WalkMe

New Salesforce implementations or major enhancements always risk adoption and training issues. Users generally don’t like change and if you do not engage them successfully, they will give you resistance at every step in the process.

WalkMe is the hands down, best way to guarantee adoption, cut training time and lower bottom line expenses.

 

WalkMe is a browser based tool that guides and informs users on your Salesforce implementations. As a tech team, you can write your own user training flows and alter them with each enhancement. It can lead users from page to page and through the business processes.

Normal approaches to training is to do seminar training once at the beginning, record the session and give it to new users as they come onboard. Maybe power users surface and they become the go to people for questions. This approach does not take into account that repetition is the key to learning. You cannot just give one training and expect that the entire material will sink in. With WalkMe users can use the training flows until they know them and turn it off.

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Check out this video to see how easy it is to create a walk thru:

 

 

 


Chris Fellows
posted on 12/14/2017


Driving Adoption: Find and Lead A Vision

Its not technology or talent or process that drive great projects, its inspiration, a rare commodity for most of us in the work day life.

Let’s be honest, we don’t all work at a Google, an Apple or a Salesforce where inspiration and “doing great things” is a way of life that’s perhaps even taken for granted. Most of us work through the politics of the corporate world and struggle with the technical decisions made for what seem like arbitrary reasons.

Inspiration can be tough to muster. And yet it is really that key ingredient which at the end of the day determines whether a project is wildly successful.

 

If you haven’t listened to Simon Sinek’s TED Talk on “How great leaders inspire action”, I’d suggest, stop what you’re doing and listen to it. Its one of the mostly highly watched TED talks of all time and for a good reason. He argues that it is the WHY that determines successful action, not the HOW.

 

When we’re thinking about starting a new Salesforce project or any kind of project for that matter, vision is the key component that is so often missing. Most of the times in our corporate world, a decision gets handed down from an executive and its our job to determine the HOW of the implementation and make it successful. But what’s missing is the WHY.

Take a new Salesforce org project. The decisions for an implementation could be varied: data integrity, better CRM, better reporting, etc. But none of these inspire or drive action. And once the implementation is complete they don’t really give end users a compelling reason to jump on the Salesforce bandwagon.

At some point, someone must create a vision, collaborate with others to refine it and then lead it in all communication about the project.

 

Not an easy task of course, but an engaging one for sure!

A clear vision might start off as something like: improving our conversion rate on opportunities by 10% to drive $10 million more in revenue. That’s a goal and a challenge. It allows both developers, business analysts as well as sales reps and managers to all create their place in the vision. Developers are part of the vision because they are providing the solution to enable the company to grow significantly. Sales reps are in because they will have a tool which vastly improves their productivity (and commissions!). You’ll get engagement, quality feedback and constructive debate as opposed to lethargy, confusion and procrastination.

So… if you have a vision, tell us in a comment. If not, what could your vision be?


Chris Fellows
posted on 12/14/2017


Don’t Get Stuck in the Mud: 4 Fundamentals of Driving Adoption

Nothing is worse then putting in blood, sweat and tears to your new Salesforce instance, only to see users and/or management not use it. The statistics are even disheartening: 70 percent of change programs fail to achieve their goals.

You really don’t want to feel stuck in mud after so much good work.

The “Build It and They Will Come” mentality unfortunately does not work.

So what does it take to ensure that your Salesforce baby is actually picked up and grows?

Change Management with a focus on 4 fundamentals of adoption

 

1. Communication and Setting Expectations

 

Your users are in the business of getting their work done. To drive adoption, you have to get in their heads and see the world from their mindset. However much you care about your new Salesforce project, they care about the success of their job much more!

Communicate early and often with your users. Conduct interviews to find out what they think makes them successful and unsuccessful. Do not rely on a single (or even few) business owners to translate for the users. It will pay to do end user interviews, record this data, filter it into key metrics and drive conclusions off of their words.

For rollout, communicate what they can expect and when, what the release will include and the roadmap for the future.

Provide a way for them to communicate with you. The more the lines of communication stay open, the more your Salesforce org will empower your users and drive adoption and success.

 

2. Stakeholder Engagement and Support

 

If you do not have strong executive management support for your Salesforce org, it will be very hard to grow its use within the company.

In physics, they say “an object in motion, stays in motion”. There is momentum to end user behavior. Changes require a break and redirection of user behavior. Without a clear message and vision from executive management, not every one will use Salesforce. And as soon as you have one person recording data outside of Salesforce, the data integrity of the system will be blown. There must be a mandate that everyone uses the system by a certain date.

But above all vision is key. Only executive management can clearly communicate vision. Vision inspires and sets users expectations for the their future. Make sure you and your management have a compelling vision for Salesforce and then communicate that as often as possible to inspire and engage.

 

3. Adoption Measures and Technology

 

Gamify your rollout so that everyone can see deal leaders and even shame those who haven’t logged in (really, it works!). Salesforce provides free Adoption Boards to help in this.

Sales or Service Managers can use this data to work with their direct reports to find gaps in adoption.

 

4. Training Strategy

 

Finally, a good training strategy will be key to driving adoption. Users should have to attend the training to get a login and the training should address how to accomplish all of the core tasks that a user does in a given day.

Identify and train success managers within different groups of users. Create a plan for how users can get questions answered quickly. No one likes waiting an entire day to find out how to do something critical to their job so make sure power users are highly accessible.

Good luck in your rollout and please leave comments with your own successes and failures in gaining adoption traction.

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Chris Fellows
posted on 12/14/2017