No matter the size or age of your company, a comprehensive approach to user adoption and all its facets is crucial. In his interactive session, Andre will show you how to address common problems in the 3 pillars of user adoption: tooling, process and behaviour. There will also be tips and tricks on how to: Develop your own 6-step-approach to improve user adoption Get your data squeaky clean, using a process framework Finally get the ROI you’ve been expecting

1. User adoption
-
The holy grail of change management
By André van Kampen

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André van Kampen
• 17+ years in IT
• 10 years in Salesforce ecosystem
• 6 SF certifications
• Senior Salesforce consultant – Freelance
• Amsterdam User Group

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Topics

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Topics

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The holy grail
“Something that is extremely
difficult to find or get”

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Question:
When do you start thinking about User Adoption?
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Design
Implementation
(Build)
Hypercare
Support
(Run)

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Common challenges
“Salesforce is the root of all evil”
• Insufficient level of knowledge of the tool(s)
• Spotting leads / Translate customer information to commercial activities
• Shadow administration
Tooling
“Process? That’s a dirty word”
• Inconsistent levels of knowledge and experience
• There is room for own interpretation, on all layers of the organisation
Process
“OMG more administrative overhead”
• No following the standard ‘Way of Working’
• No willingness to enter data (or even log in to Salesforce)
• Ineffective stakeholder communication and collaboration
Behaviour

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Topics

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Topics

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Solutions: 6-step approach
Process
Technology
Knowledge
Communication
Behaviour
Responsibilities

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• Business case:
• It’s still relevant, also for your strategy and daily work
• Review and redesign (sub-)processes:
• Cover all scenarios and groups, incl ‘line managers’
1 of 6 - Process
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• What’s integrated with SF?
• Don’t blame SF
• Adoption per group of tools, as part of a process
• SF is hardly ever ‘on its own’
2 of 6 - Technology
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• Training and sharing knowledge
• Keep training materials up-to-date
• Provide training for specific groups, based on the level of
knowledge, experience and adoption:
• Early adopters
• Grey middle
• Late adopters
• Make SF, the process(es) and the value/goals, part of the
onboarding process
3 of 6 - Knowledge
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Still awake?

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• Keep repeating the value of SF. In all layers of the company
• Celebrate new releases
• Ongoing stakeholder management. In all layers of the company
• Use champions or evangelists
• Start an actual dialogue with the late adopters
4 of 6 - Communication
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• Create SMART goals for your strategy
• Have key-user / super-users, who are part of the decision-making
and training-process
• Reward good behaviour
• Let stakeholders from all layers/groups interact with each other
5 of 6 - Behaviour
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• Information strategy (incl data quality, MDM and data steward-
responsibilities)
• Management buy-in (top-down)
• Fix bugs / Create and share a roadmap
• Set up a Center of Excellence (CoE)
• Set up a Customer success team: pro-active approach to the organization
• Bigger and more complex? Change managers and ‘adoption-managers’
6 of 6 - Responsibilities
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Solutions: 6-step approach
Process
Technology
Knowledge
Communication
Behaviour
Responsibilities

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Topics

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Topics

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1. Functionalities
2. Management reports
3. Data
4. Shiny page layouts
5. Integration with other systems
Question:
What is the most valuable thing in your Salesforce org?

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Information Strategy
Transactional
Security
Big Data
Integration
Metadata
Access
Governance
Quality
KPI
BI
MDM
Archiving

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Start with these + a Data Steward
Quality KPI MDM Archiving

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Apply this Data quality process-framework
Cleanse
Standardise
Match
and Merge
Profile
Monitor
Data
Quality

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Topics

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Topics

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How to determine the adoption level?
Ask these questions:
• Is senior management a sponsor of Process and Tooling?
• Is documentation and training ready?
• Do the tools support the processes?
• Do the tools support the goals?
• Data quality. Does it get better over time?
• Are the users happy with the tooling?
• Are users supported? (By key-users, Run, Change managers etc)
• Does everyone have the right skills?

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From the process-perspective
Do the users follow all steps in the
process?
Who does what in Salesforce?
How can we measure this? Per
group, role, company, team.
How to determine my KPI’s?
From the businesscase-perspective
Are all activities geared towards the goals?
How do our actions add value for our
customers?
How do we measure this?

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• % active users – Based on logins
• How long before a user does a ‘key action’?
• Create task
• Close Opportunity
• Solves a case
• NPS score / User happiness indicator
Example KPI’s
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• Inside or outside of Salesforce
• Measure adoption rate regularly
• Find trends
From KPI to report & dashboard
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Email:
andre@kampkonsult.com
Twitter:
@AndreKampen
LinkedIn:
andrevankampen

38. Thank you