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  • Welcome, everyone, to the Admin I session “Adoption: Get on the Right Track, Right Away”

A G S005 Perdew 091807 Presentation Transcript

  • 1. Adoption: Get on the Right Track, Right Away Susan Perdew, salesforce.com Cheryl O’Connor, Analog Devices, Inc. Steve Settelmayer, Neff Rental, Inc. Admin I: Getting Started
  • 2. Safe Harbor Statement
    • “ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.
    • The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.
    • Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com /investor . Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
  • 3. Introduction – Adoption: Get on the Right Track
    • Does “Adoption Strategy” have a prominent position in your plan?
    Adoption Strategy???
  • 4. Introduction – Adoption: Get on the Right Track
    • Ten Tips for User Adoption
    • Establish the “Pre” Sale Early
    • Top Down, Bottom Up, and Across
    • People and Processes
    • Salesforce = Command Center
    • Productivity Tools
    • Manage to the Application
    • Training
    • Validate Adoption
    • Carrots and Sticks
    • Feedback Loop
  • 5. Cheryl O’Connor Worldwide CRM Strategy Manager
  • 6. All About Analog Devices, Inc. INDUSTRY: High Tech Semiconductor EMPLOYEES: 9000 GEOGRAPHY: Global PRODUCT(S) USED: Salesforce SFA, Successforce Support, AppExchange # USERS: 800 (live Nov 2003) Leading Semiconductor manufacturer 800 users on five continents $2.5B Annual Revenue NYSE ADI
  • 7. Adoption Challenges
    • General Adoption Challenge
      • Definition
      • What’s in it for me (WIIFM) changed
      • Sales & marketing negative cycle
      • Data quality and timeliness
      • Resources
    • Culture Challenge
      • Accountability/Freedom
      • Silos
      • Prove it
  • 8. Best Practices for User Adoption
    • Top Down, Bottom Up, and Across
      • Executive sponsorship
      • End user advocates
      • What if you don’t have it
    • Productivity and Collaboration Tools
      • Dashboards/Reports that “think” like the user
      • Custom objects
        • Visit Reports, Goaling, Account Plans
      • Communication templates
  • 9. Best Practices for User Adoption, cont’d
    • Validate Adoption
      • Define it!
      • Not just who, how often and when
        • Name, Role, Job Type, Mgr, Location
      • How often new features used
      • Actionable Metrics
        • More training? Or potential best practice example?
    • Training
      • By WIIFM, not just topic/feature
      • Reevaluate and start over if necessary
  • 10. Best Practices for User Adoption, cont’d
    • Feedback Loop
      • Surveys
      • Face-to-face
      • Work with company culture
      • Consider questions like…
        • What are your biggest complaints…
        • What else is preventing you…
        • What would increase the value for you …
        • What other thoughts do you have…
    Don’t ask until you are ready to act ! (then go for low hanging fruit first – fast and easy) Tool Tip: www.Surveymonkey.com low cost, easy-to-use, QUICK!
  • 11. Dashboards – Adoption/Use Basics – logging in? creating opps? More Basics – When? At the right time? New features being used? How? Who? Where? Data Integrity and Freshness – Error free? Up to date?
  • 12. Dashboards For Users Create Reports and Dashboards that filter and display info the way that type of user thinks and works…
  • 13. Communication Templates
  • 14. Users hooked on Excel? Add custom field for Salesforce URL to link directly from Excel reports!
    • 1. SETUP a Custom field of data type “Formula Field”
    2. DOWNLOAD Report with the Opportunity URL field to Excel
  • 15. Adoption Best Practices – Results (so far…)
    • What were the results?
      • Strong Adoption driving worldwide alignment and collaboration
      • Huge change in perception from all user types
      • Unprecedented visibility into sales pipeline
      • 35% increase in users ≥ 1x a week
      • 95% data error free (up from only 30% clean 18 months ago)
      • 85% open opps updated last 90 days (up from only 25%)
      • New revenue $$$ attributed to having Salesforce
    Users seeing vision that Salesforce may one day be called crack force at ADI
  • 16. Steve Settelmayer VP, Sales & Marketing
  • 17. All About Neff Rental, Inc.
      • INDUSTRY : Construction Services
      • EMPLOYEES : 1,100
      • GEOGRAPHY : 15 States primarily in the Sun Belt
      • # USERS : 330
      • PRODUCT(S) USED : Salesforce SFA, 2 downloaded AppExchange applications, Integrated to ERP and 3 rd Party Lead Source
    Top ten US provider of construction equipment for professional contractors
  • 18. Adoption Challenges
    • Key challenges impacting adoption
      • Sales reps were 100% pencil and paper
      • No training department for a company of over 1,000 employees
      • IT department not set up for development projects
      • Five “independent” regions with VP level managers
  • 19. Best Practices for User Adoption
    • Establish the “Pre” Sales Early
      • Know your audience
      • Communicate strategy and set expectations
    • People and Processes
      • Recruit savvy subject matter experts
      • Document and customize
  • 20. Best Practices for User Adoption, cont’d
    • Salesforce = Command Center
      • Use for every phase of deployment
      • “If it’s not in Salesforce…”
    • Manage to the Application
      • Focus on top reports
      • Lead by example
  • 21. Best Practices for User Adoption, cont’d
    • Carrots and Sticks
      • Contests, spiffs, etc.
      • No access to resources unless…
    OR
  • 22. Adoption Best Practices – Results
    • What were the results?
    Inheritance Performance Plateau
  • 23. Imagine it. Learn it. Use it.
    • How to apply what you’ve learned when you get home
      • You’re not alone… leverage best practices
      • “Sponsorship” isn’t a once-in-a-lifetime event
      • Have clear short-term objectives PLUS a long-term vision for prolonged adoption
      • Communicate clear expectations, and have ways to measure and reward
      • Keep a pulse on changing business needs
      • Not happy with adoption? Time for a “do-over”
  • 24. Imagine it. Learn it. Use it.
  • 25. Imagine it. Learn it. Use it.
  • 26. Session Feedback Let us know how we’re doing!
    • Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories:
      • Overall rating of the session
      • Quality of content
      • Strength of presentation delivery
      • Relevance of the session to your organization
    We strive to improve, t hank you for filling out our survey.
    • Additionally, please score each individual speaker on:
      • Overall delivery of session
  • 27. Cheryl O’Connor Worldwide CRM Strategy Manager Steve Settelmayer VP, Sales & Marketing Susan Perdew, salesforce.com Customer Success Manager QUESTION & ANSWER SESSION