From Customer Success Summit 2017 - Rav Dhaliwal, Head of Customer Success, EMEA at Slack discusses, "How we Drive Change Management at Slack". Learn more about Customer Success Summit: http://customersuccesssummit.com Totango is the leading enterprise- grade customer success platform that helps recurring revenue businesses proactively impact business outcomes with customer success. With solutions to empower Customer Success Teams or entire companies, Totango enables everyone to participate in customer success. Learn more at www.totango.com.

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How we drive Change
Management at Slack

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About Me
• Rav Dhaliwal
• Head of Customer Success (EMEA) at Slack
• 3rd team member (1st outside the Americas)
• Opened the London office
@ravsterd

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Where Work Happens

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Our con5nued growth
4M
2.25
42%
Daily ac5ve users
daily ac5ve
users
of revenue
outside the US
hours of daily
acIve user
engagement

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Slack is easy. Change is hard.
“No major so*ware implementa2on is really about so*ware. It’s about
change management… When you move (systems), you are changing
the way people work… You are challenging principles, their beliefs and
the way they have done things for many years”
Jeri Dunn, VP and CIO of Nestlé
2002

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Our change and adop5on method
A simple, repeatable launch and adop5on method, focused on the
people side of technology enabled change.
People & purpose
People &
purpose
Business uses
Setup
Change

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BUSINESS USES
Define your business reasons for deploying Slack. Assemble a
team to prepare employees for the change
ADOPTED
We publish
newsleTers in Slack
People & purpose
CHANGE TEAM ROLES
DESCRIPTION
Project Manager
Main point of contact to coordinate acIviIes
Execu5ve Sponsor
AcIvely communicates the purpose and value of Slack
Middle Managers
Lead adopIon in their departments with business relevant scenarios
Tech Lead & Admins
Manage iniIal team setup and ongoing user management
Champions
Promote use, spot successes, provide help and regular feedback
“Our goal for Slack is to connect our Sales, R&D and Produc?on teams in order to
ship our new products 20% faster”

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BUSINESS USES
Start with use cases that maximize adopIon
Time/ Slack
maturity
Businessvalue
ADOPTED
We publish
newsleTers in Slack
ENGAGED
We manage our
MarkeIng projects in
Slack
EMBEDDED
We pipe MarkeIng
leads from our CRM in
to the #sales channel
Business uses

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BUSINESS USES
Remove technical barriers to adopIon. Establish Slack as a
compliant and supported service
ADOPTED
We publish
newsleTers in Slack
Setup
Roles
Team wide seZngs
Permissions
AuthenIcaIon
Compliance
TEAM SETTINGS
Create #help-slack channel
Train Helpdesk team on basic
Slack queries
Point users to Slack Help
Center
Promote use of /feedback
SUPPORT PLAN
Review Channel Naming
Create template for Champions
Create starter channels
CHANNEL NAMING

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BUSINESS USES
Ensure employees have awareness, desire and the knowledge
to use Slack
ADOPTED
We publish
newsleTers in Slack
Change
Pre, during & Post launch
ExecuIve & Middle Manager
comms schedule
Decide on
comms channels
COMMUNICATIONS
TRAINING
ExecuIves
Admins
Employees
Champions
30 days of Slack
Slack video content
Events
ONGOING AWARENESS

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ESTIMATED 2 WEEKS
IDENTIFY
TRAINING AND
COMMS NEEDS
PEOPLE & PURPOSE
SETUP
BUSINESS USES
CHANGE
PREPARE
CREATE TRAINING
AND COMMS
PLANS, CONTENT
LAUNCH TEASER
CAMPAIGNS
USER TRAINING
LAUNCH COMMS
EARLY ADOPTER LAUNCH
LAUNCH FIRST
GROUP
ESTIMATED 2-3 WEEKS
SET UP
AUTHENTICATION
TEAM SETTINGS
CHANNEL
NAMING
SET UP USER
GROUPS
TEAM CONSOLIDATION
BUSINESS AS USUAL ADMINISTRATION
ENGAGE LAUNCH
TEAM
REVIEW SUCCESS &
ADJUST
LAUNCH USE CASES
IDENTIFY PURPOSE AND MEASUREMENT
IDENTIFY TEAMS
TO JOIN SLACK
IDENTIFY SLACK
CHAMPIONS
CREATE SLACK
TEAM
IDENTIFY EXISTING USES OF SLACK
IDENTIFY COMMS AND TRAINING NEEDS FOR
EARLY ADOPTERS
EARLY ADOPTER TRAINING
ONGOING
FEEDBACK FROM
EARLY ADOPTERS
ONBOARD EARLY
ADOPTERS
IDENTIFY NEW USE
CASES FOR FIRST
GROUP
INTERVIEW EARLY
ADOPTERS
LAUNCH EXISTING
USE CASES
LAUNCH EARLY
ADOPTER COMMS
ONBOARD FIRST
GROUP
AWARENESS
CAMPAIGNS
REVIEW SUCCESS &
ADJUST
REPEAT EVERY 2-3 WEEKS
DEVELOP
HELPDESK
SUPPORT PLAN
METHOD

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Accelera5ng adop5on
Change
engagement

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Key Take-aways
• AdopIon is about more than just deploying technology
• Change is really HARD for customers
• Make the case for change EARLY!

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THANK YOU