In the beginning of March, we hosted a New Hampshire Salesforce User Group (NHSUG) session at Scribe’s HQ. The group of attendees included a great mix of both Salesforce administrators and users. The discussion revolved around a number of topics, but for me personally, one of the key takeaways was about how to improve user adoption in Salesforce—a challenge many companies face every day. Technology adoption depends on user behavior and perception. There are at least four elements that will drive adoption and ensure that your company realizes the benefits that Salesforce can bring.
- Executive Sponsor
Every team within an organization is focused on its own set of priorities. For example, as a part of the IT team, your focus would be implementation and adoption of technologies for the organization, or the sales team would focus on building pipeline in a particular segment of the market. In order to garner interest among the sales team for Salesforce, you would need buy-in from the top brass of the sales organization who will become your executive sponsor in rolling out Salesforce. An executive sponsor will help you to overcome the organizational hurdles that you might face in implementing the cross-functional project. They also help you identify early adopters and establish channels of communication as you begin to implement Salesforce.
- Build Trust
When you disrupt the status-quo and how people manage their sales, end users are bound to have a certain level of anxiety. Establish constructive dialog among all stakeholders so they can discuss the daily challenges and roadblocks they may encounter.
- Early adopters
Identifying smaller groups of people who can champion the cause of Salesforce early on can drastically shorten the transition to Salesforce. These individuals are receptive to change and understand how Salesforce would increase the efficiency of the sales organization and provide more relevant customer information to a sales representative when preparing for conversations with prospects. They might also be individuals who worked on Salesforce in the past and know the advantages of the application. They become the champions for Salesforce and act as catalysts within their teams and enable others to start using the application to their advantage.
- Measure adoption
Success or failure of a project can be defined in a number of ways. It’s important to identify a criteria to measure the progress of any implementation project. It can be as simple as a customer satisfaction survey or tracking usage rates of the application among different functions. A good exercise would also be to keep a backlog of feature, customization, and enhancement requests that you receive from users during this phase so it can be looked at in the future.
For more information on driving adoption check out our eBook, Accelerate Access to Critical Customer Data.