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Admins are Critical Change Agents

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Salesforce Admins live at the center of change within organizations. Whether automating processes or transitioning to Lightning Experience, change management skills will ensure smooth sailing when completing projects and create a better experience for your stakeholders, end users, and you.

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Admins are Critical Change Agents

  1. 1. Admins are Critical Change Agents
  2. 2. Lizz Helinga Sales Operations Manager Silverline @LizzHelinga Gillian Bruce Sr. Admin Evangelist Salesforce @GillianKBruce Today’s Speakers
  3. 3. This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements. Statement under the Private Securities Litigation Reform Act of 1995 Forward-Looking Statement
  4. 4. Connect with Us! Salesforce Admins @SalesforceAdmns #AwesomeAdmin admin.salesforce.com Salesforce Admins Salesforce Admins
  5. 5. Watch the Recording The video will be posted to YouTube & the webinar recap page: bit.ly/adminchangeagents This webinar is being recorded!
  6. 6. Join the Admin Webinar Group for Q&A! Don’t wait until the end to ask your question! • We have team members on hand to answer questions in the webinar group. Stick around for live Q&A at the end! • Speakers will tackle more questions at the end, time-allowing bit.ly/AdminWebinarGroup
  7. 7. • What is Change Management? • 5 Ways You Can Enable Effective Change • Resources • Q&A Today’s Agenda
  8. 8. What is Change Management?
  9. 9. “Change is inevitable” Said by “Lots of People”
  10. 10. The set of tools, resources, processes, skills and principals for managing the people side of change to achieve the required outcome of the project or initiative. Prosci Research, 1367 South Garfied Ave, Loveland, CO, USA 80537 https://www.prosci.com/main/change_definition.html What is Change Management?
  11. 11. 1 Russell Consulting, Leading Change Training (ASTD Press, 2003) Journey Through Change
  12. 12. You are practicing change management when: • Evaluating and testing how each release will affect your user • You respond to user questions about new features or changed processes • You host a training for users Change Management & Salesforce Skills Go Hand in Hand
  13. 13. Change Scale How to Measure Change Incremental Radical
  14. 14. 5 Ways You Can Enable Effective Change
  15. 15. • What is the compelling business case? • Understand specifically what is happening • Craft 1-2 sentences about the change #1 Understand the Why
  16. 16. Business Case Components Data Sense of Necessity Well- Defined Problem Risk of complacency
  17. 17. Develop repeatable plan: • Description • Goals of change • Success factors • Clear vision • Stakeholders • Communication #2 Plan
  18. 18. • Anyone who has an interest in the change or project • All who touch each part of a process to find them Leave no rock unturned looking for them! #3 Know Your Stakeholders
  19. 19. • What is the purpose of communication for each group (Awareness, Support, Involvement)? • What needs to be communicated? • What is the communication method? • When & how often? • Should message always come from you? #4 Communicate Forbes “Why Soft Skills are Harder Than They Look” July, 2018
  20. 20. • A little empathy goes a long way • Change is never easy • Click a mile in their shoes • Have them show, not tell #5 Listen and Empathize
  21. 21. 1 Russell Consulting, Leading Change Training (ASTD Press, 2003) Journey Through Change
  22. 22. You are the Change Enabler!
  23. 23. Resources
  24. 24. • Hop on a trail! • Drucker School – Organizational Change Leadership • Visit Online Learning Platforms like Coursera, Udemy • Consider Certification (Proscii, ATD) • Commit to focusing on the 5 best practices! Commit to Being the Change Enabler
  25. 25. Q&A bit.ly/AdminWebinarGroup Slides bit.ly/adminchangeagents Wrapping Up Survey Please complete GoToWebinar survey