Adoption stony point salesforce end user training overview

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Presented at Atlanta Nonprofit User Group Meeting June 19, 2013 by Chris Ude, Stony Point.

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Adoption stony point salesforce end user training overview

  1. 1. Chris Ude Steve WasulaCopyright © 2013 Stony Point, LLC. All rights reserved.Chris UdeSales DirectorSteve WasulaPresident
  2. 2. About Stony Point• Founded in early 2011 by 3 instructors– 70+ years combined experience in high techconsulting and training– Nearly 20 years of Salesforce.comdevelopment, consulting and trainingexperienceCopyright © 2013 Stony Point, LLC. All rights reserved.experience• Currently employing 27 trainers– 9 Salesforce.com Certified Instructors– More Certified instructors than everyoneincluding salesforce.com– Certified to deliver every class salesforce.comoffersCopyright © 2013 Stony Point, LLC. All rights reserved.
  3. 3. Service Offerings• Technical Training– Administrator, Developer, Consultant– Only company other than salesforce.comauthorized to teach EVERY classCopyright © 2013 Stony Point, LLC. All rights reserved.• End User Training– Sales, Marketing, Customer Service– Custom Applications• Curriculum Development
  4. 4. Training for AppExchange Partners• Certification Prep for most major Consulting Firms• Independent Software Vendors• Cyber U– Developed custom Force.com administrator and CyberUapplication trainingCopyright © 2013 Stony Point, LLC. All rights reserved.application training– Stony Point delivers all training for CyberU• POS Portal– Developed custom Salesforce portal training for POS Portal– Stony Point delivers training for POS Portal customers
  5. 5. • Less than 40% of firmsimplementing a CRMhave an adoption rateabove 90%• Adoption rates haven’tCRM Adoption RatesCopyright © 2013 Stony Point, LLC. All rights reserved.• Adoption rates haven’timproved since 2005Source: CRM Magazine “Don’t Confuse Implementation with Adoption”; Jim Dickie. May, 2009.
  6. 6. What is User Adoption?UsersusingCopyright © 2013 Stony Point, LLC. All rights reserved.the system the way it isintendedto be used.
  7. 7. Keys to Success5. Executive SponsorshipKeys to Successful CRM Implementations(in descending order of importance)Copyright © 2013 Stony Point, LLC. All rights reserved.5. Executive Sponsorship4. Alignment of System with Business Process3. Proper system selection2. End User Training1. Manager Training
  8. 8. Why Are Managers Most Important?• Managers have the biggest influence on– Employees– Executives– PeersCopyright © 2013 Stony Point, LLC. All rights reserved.• If the system helps the manager, themanager:– Will ensure that the employees use it– Will ensure that the employees are trained on it– Will articulate the value to executives– Will drive enhancements
  9. 9. Why Are Managers Most Important?Training that is reinforced by seniormanagement yields$33…on every dollar investedCopyright © 2013 Stony Point, LLC. All rights reserved.$33…on every dollar investedSource: Motorola, Inc. study
  10. 10. Perfect AdoptionPROCopyright © 2013 Stony Point, LLC. All rights reserved.IntroductionAcceptanceSuccessOld WayNew WayOGRESSTIME
  11. 11. Actual AdoptionPROLaunch Plunge Climb SuccessCopyright © 2013 Stony Point, LLC. All rights reserved.OGRESSTIME
  12. 12. RetentionPercentage of skills retained by trainees6 months after training without follow-upcoaching and support:13%Copyright © 2013 Stony Point, LLC. All rights reserved.13%To overcome this loss requiresmultiple exposure over time.Source: Xerox, Inc. study
  13. 13. Training Best Practices• Role Based Training• Scenario Based Training• Train as Teams• Train on Live SystemCopyright © 2013 Stony Point, LLC. All rights reserved.• Train on Live System• Hands on Training• Reinforce Training over time
  14. 14. Training Options• Custom Training and Delivery– Custom curriculum development– Delivery of manager training– Delivery of all end user training– Expert resource for follow-up sessionsCopyright © 2013 Stony Point, LLC. All rights reserved.– Expert resource for follow-up sessions• Train-the-Trainer– Custom curriculum development– One-time delivery of manager training and enduser training as train-the-trainer• Standard End User Training– Delivery of standard end user training
  15. 15. Option 1: Custom Training ProgramFor a Single ApplicationExamples: SFA, Marketing, Support(multiple sessionsto accommodateCopyright © 2013 Stony Point, LLC. All rights reserved.CurriculumDevelopment4-hourManager Session8-hourEnd User Session1-hour Weekly Teamand Manager Sessionsto accommodateall users)
  16. 16. Option 1: Custom Training Program1 Hour 1 HourFor a Single ApplicationExamples: SFA, Marketing, SupportCopyright © 2013 Stony Point, LLC. All rights reserved.4 HourReportingSession8 HourHands OnSession1 Hour1 on 1Sessions1 HourWeeklyTeamSessions1 HourWeeklyManagerSessionsExecutives 1 1Managers 1 1 2 4-6 8End Users 1 2 4-6
  17. 17. Option 1: Custom Training ProgramTotal time commitment by role• Executives– 5 Hours• ManagersCopyright © 2013 Stony Point, LLC. All rights reserved.• Managers– 26 – 28 Hours• End Users– 14 – 16 Hours
  18. 18. Option 1: Custom Training Program• Application & Process Review Session• Curriculum Development– Scenario Development– Creation of Electronic Material• PresentationCopyright © 2013 Stony Point, LLC. All rights reserved.• Presentation• Exercise Guide (if desired)• Delivery of Training– Delivery of all hands-on sessions– Customer performs 1 on 1s– Resource for on-going coaching sessions
  19. 19. Option 2: Train-the-Trainer ProgramFor a Single ApplicationExamples: SFA, Marketing, SupportCopyright © 2013 Stony Point, LLC. All rights reserved.CurriculumDevelopment4-hourManager Session8-hourEnd User Session
  20. 20. Option 2: Train-the-Trainer Program• Application & Process Review Session• Curriculum Development– Scenario Development– Creation of Electronic Material• PresentationCopyright © 2013 Stony Point, LLC. All rights reserved.• Presentation• Exercise Guide (if desired)• Train-the-Trainer– Delivery of 1 hands-on manager train-the-trainer session– Delivery of 1 hands-on end user train-the-trainer sessionfor each unique role– Customer performs 1 on 1s and on-going coachingsessions
  21. 21. Option 3: Standard Training ProgramFor a Single ApplicationExamples: SFA, Marketing, Support(multiple sessionsto accommodateCopyright © 2013 Stony Point, LLC. All rights reserved.5-hour Reporting and/or PowerUser Sessions for a subset of users5-hourEnd User Sessionsto accommodateall users)
  22. 22. Option 3: Standard Training Program• Delivery of Training– Delivery of all hands-on sessions using standard, pre-existing “Intro to Salesforce” course materials– Delivery of an optional hands-on Analytics session usingstandard, pre-existing “Salesforce Analytics – BuildingReports and Dashboards” course materials for a subsetCopyright © 2013 Stony Point, LLC. All rights reserved.Reports and Dashboards” course materials for a subsetof end users and managers in roles that require anexpanded reporting skill set– Delivery of an optional hands-on Power User sessionusing standard, pre-existing “Salesforce Power User forSales” course materials for a subset of end users in rolesthat require a power user skill set– Customer performs 1 on 1s and on-going coachingsessions
  23. 23. Training Classes• Technical Training– Certified Sales Cloud Consultant Exam Prep (SPCON-102)– Certified Service Cloud Consultant Exam Prep (SPCON-101)– Introduction to Administration & Configuration (SPADM-203)– Salesforce Advanced Developer (SPDEV-205)Copyright © 2013 Stony Point, LLC. All rights reserved.• End User Training– Introduction to Salesforce for Sales (SPSA-101)– Salesforce Power User for Sales (SPSA-201)– Introduction to Salesforce for Service (SPCS-101)– Introduction to Salesforce for Marketing (SPMA-101)– Introduction to Salesforce Analytics - Building Reports andDashboards (SPRD-101)• Custom Training
  24. 24. Training Options• Live, Instructor Led Training• Public or Private• Virtual or In-Person• Recorded training sessions• Learning Management SystemsCopyright © 2013 Stony Point, LLC. All rights reserved.• Learning Management SystemsWe will help develop a training program toaccommodate your needs and your budget
  25. 25. Contact InformationWebsite: www.stonyp.comChris UdeSales DirectorSteve WasulaPresidentCopyright © 2013 Stony Point, LLC. All rights reserved.Sales Directorchris.ude@stonyp.com(615) 522-7426Presidentsteve@stonyp.com(407) 252-0020

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