Every organization, large and small, struggles with adoption. In this webinar, we’ll talk about the three biggest barriers to adoption and how to overcome them. Key Takeaways -You are not alone! Getting other humans to do what you want is hard! -The three biggest barriers to user adoption and how to overcome them. -Where to get help, tips, and tricks.

1. Drive Salesforce Adoption at
Your Company
January 10, 2018

2. Today’s Speakers
Mike Gerholdt
Director, Admin Evangelism
Salesforce
@MikeGerholdt
Amber Boaz
CRM Platform Owner
Rapid7
@amber9904

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.
Forward-Looking Statement
​Statement under the Private Securities Litigation Reform Act of 1995

4. Connect with Us!
Salesforce Admins
@SalesforceAdmns
#AwesomeAdmin
admin.salesforce.com
Salesforce Admins
Salesforce Admins

5. Watch the Recording
The video will be posted to
YouTube & the webinar recap
page: bit.ly/useradoptionwebinar
This webinar is being recorded!

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
When you see this Astro, answer a
poll in the Trailblazer Community!

7. Today’s Agenda
● Adoption: Why aren’t they doing it already?
● Show the why: “What’s in it for me?”
● Show the how: Train & Incentivize
● Resources
● Question & Answer

8. • Inherited an implementation where mobile was enabled
• One super user & executive sponsorship
• No company-wide adoption
Mobile Adoption Problem

9. Adoption: Why aren’t they
doing it already?

10. Why?

11. Why?

12. Possible “Why’s”
• They’re a horrible person who wants you to fail
• They don’t see the value
• They don’t know how

13. Time for a Pep Talk
• You are the steward of your organization’s most valuable asset...its data
• You and your co-workers are on the same team
• You are good at what you do & you are not alone
Kid President
bit.ly/kidpresidentvideo
Amy Oplinger
bit.ly/areyouanimposter

14. • Change is hard! Acknowledge that!
• Involve stakeholders from the start
• Reward good behavior
You Have the Power to be a Change Agent

15. Show Them Why: “What’s in
it for me?”

16. Define the Business Purpose
• Why does your organization have Salesforce? What is the goal?
• What are you trying to get out of Salesforce? Why did you
bother?
• Given you have it, is that goal being fulfilled? Has it
changed?

17. Define Adoption Metrics
Define what you are going to measure. (What is adoption?)
• Calls logged / emails tracked
• User Login History
• Feature Usage
Communicate what you are measuring so that
adoption stats are transparent and accessible. Download the adoption
dashboard pack from
AppExchange:
bit.ly/salesforceadoptiondashboards

18. Be the Glue
• Be the glue between business and technology: “I see a gap”
• Have a vision: "I know how we can improve this process!”
• Take initiative to solve a problem: "I built this cool thing for you!”
• Enforce clean data best practices: “Garbage in = garbage out”

19. Invest in Listening & Learning
Take the time to invest in:
• Listening and asking questions
• Understanding the “why” of requests
• Salesforce Administration by Walking Around (SABWA)
• Documenting: bit.ly/AmberSaysDocumentation

20. Show Them How: Train &
incentivize

21. Make learning fun
What:
● Sync (in person, virtual) or Async (Trailhead, LMS)
● Provide different options, doesn’t have to be super formal
How:
● Work with training department, HR
● Train the trainer, train super users
Build a solid training plan
Build a Lesson Plan.
Check out this resource
from convergence:
bit.ly/8steptrainingplan

22. Provide Ongoing Support
• Show users how to integrate the technology into their daily lives. Make
it part of their routine.
• Enforce/Review the process.
• Provide:
• Chatter group for questions
• Support ticket system for admins
& developers
• Training plan

23. Resources

24. Resources
Trailhead Badge: UX Personas for Salesforce
trailhead.salesforce.com/en/modules/ux-personas-for-salesforce
Month of Adoption resources: bit.ly/driveuseradoption
Adoption Dashboards on AppExchange: bit.ly/salesforceadoptiondashboards
How to build a solid training plan: bit.ly/8steptrainingplan
Who Moved My Cheese: bit.ly/movemycheese

25. Q&A
bit.ly/AdminWebinarGroup
Slides
bit.ly/useradoptionwebinar
Wrapping Up
Survey
bit.ly/awsurvey-adoption

27. Tie Organizational Goals to Salesforce Metrics
• What are the company goals for this year? This quarter?
• What Salesforce metrics show achievement of goals?
• Build a dashboard that shows the
health of those metrics
• Schedule it to send to stakeholders
change

28. Salesforce Core Values
​Trust
Communicate
openly and deliver
the highest level
of service
​Innovation
Consistently deliver
new technology that
empowers Trailblazers
to innovate
​Growth
Focus on customer
success to drive
mutual growth
​Equality
Respect and
value a diversity
of people

29. Offer Bar Powered By Process Builder

30. New Salesforce Product Icons
​These icons were introduced at DF17
Quip
(Collaboration)
Industries
Cloud
Communities
Cloud
Marketing
Cloud
Service
Cloud
Sales
Cloud
Commerce
Cloud
Trailhead Lightning Analytics AppExchangeHerokuIoTEinstein
Salesforce
Platform
Financial
Services
Retail
Healthcare &
Life SciencesCustomer Success
Platform Icon
New logo placement
is upper right

31. New Color Palette
​The new Salesforce branded colors have been built into this template
Text 2:
Salesforce Blue
Bar 5:
Sales
Bar 6:
Marketing
Bar 2:
Salesforce
Neutral
Bar 3:
Service
Bar 4:
Industries
Text 1:
Platform
Secondary
Bar 1:
Platform
Primary
Background 2:
Custom Gray
Background 1:
White
Default shape
4.3
2.5
3.5
4.5
1.7
2.9
One Two Three Four Five Six
Default LineCharts created in PowerPoint follow
this order from left to right
New Color Palette
Default text box
​Headings are dark gray
• Secondary text is lighter gray
Color Palette Key

32. 154
143
135
89
87
92
116
27
137
Complete Salesforce Corporate Color Palette
​This is the RGB values for the complete set of Salesforce colors
IndustriesServiceMarketing Community
Salesforce Blue Blue 1
Commerce
0
161
224
234
118
0
65
105
61
127
36
67
231
165
54
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34
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188
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Primary
Corporate
Colors
Brand
Extensions
Secondary
Colors
193
185
180
Sales
0
133
125
0
178
169
207
69
29
253
116
86
Collaboration Platform
3
46
97
33
92
160
Blue 2
140
211
248
Blue 3
3
46
97
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232
255
Blue 4 Salesforce Neutral Neutral 2 Neutral 3
245
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242
Neutral 4
33
92
160
Primary
Secondary