Adoption

1. Adoption Best Practice
Emma Hogan
Principal Customer Success Manager
7Success Methodology
D MAINS

2. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
Customer Success - UKI
Delight
• Private Success Community for UK &
Ireland Customers
• Fully moderated and managed by team of
Success Managers
• Daily Content Sharing (Adoption Best Practice /
Release Readiness / UKI Webinars & Events)
• Fortnightly Community Call (Fridays
@14:00)
• Forum for Adoption/Feature related
questions
• Resident Technical Expert
• Critical Incident Awareness
Industry/
Region
Communities
Corporate
Communities
Corporate
Communities
Main Community

3. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
Agenda
•7 Domains of success framework
•Adoption challenges & Opportunities
•Adoption Framework
•Best Practice Guidance
•Customer Stories
•Recap & next steps

4. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
Success Methodology/7 Domains Framework
Define
Vision
Build
Strategy
Identify
Obstacles
Identify and
Validate
KPIs
Build
Business
Case
Define
Sponsor
Strategy
Select a
Governance
Model
Generate
Release
Mgmt Plan
Executive
Sponsorship
Training &
Comms.
Support &
Change
Mgmt
Define Key
Processes
Identify
Process
Owners
Measure
Process
Effectiveness
Define
Architecture
& Integrations
Strategy
Build
Implementation
Framework
Define Data
Mgmt
Strategy
Prioritize
Goals
Track
Measures
& Improve
Manager &
End User
Value
Design
Environment
Management
Processes
Change
Control
Processes
Map
Capabilities
Define
Current
State
Review
Product
Roadmap
Plan
Deployment
Roadmap
Review and
Improve
Processes
Vision &
Strategy
Success
Metrics
Roadmap
Sponsorship
&
Governance
Adoption Process
Technology
& Data

5. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
Potential Complications
Low executive sponsorship
User resistance to change
Poor support structure
Application does not meet
process- Lack of alignment
btw IT & Business
A challenge and an opportunity
Adoption Opportunity
Maximum ROI
Productivity- informed
decisions
Accountability
Cross-functional
collaboration

6. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
Adoption Lifecycle- Manage expectations
Everett M. Rogers (1962) - Bell Curve

7. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
Adoption Framework
1Executive Sponsorship
 Develop a clear vision & strategy
 Identify sponsors: ensure they communicate
direction
 Leverage power users and champions to
influence others
2Manager & End User Value
 End user efficiency & effectiveness gains
 Manager buy-in to link vision to day-to-day
 Meet how end users want to work
3Training & Communication
 Right training strategy for end users
 Effective communication of changes &
success stories
 Measurements & rewards
4Support & Change
Management
 Develop a clear governance & support model
 Ensure an ongoing data quality strategy
 Communicate changes and develop a
process for user feedback
Adoption Framework

8. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
Executive
Sponsorship
Articulates and promotes vision and strategy
Ties Salesforce to business objectives
Leads Communication efforts to Executive Team
Establish BU Champions and recognition programs
Manager
Promotes strategy and execution
Drives change management and process execution
Coaches, reinforces, and ensures all users are trained
Determines team strategies & drives daily transaction
Key Roles in driving adoption
Leads by example
Advanced users with passion for app
The “go to” person for their community
Vocal advocate of support to peers & team
Champions

9. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
Training
Consider your audience and their challenges.
Construct day-in-the-life scenarios for each user role.
Segment sessions to suit difference audiences.
Devise a continuous training plan.
Leverage the Premier Training Toolkit (including videos).
Support &
Change
Management
Don’t be afraid to over communicate
Communicate effectively with Chatter, email, newsletters.
Offer incentives to get users onboard
Conduct Surveys
Communication
Best Practices
Leverage internal help desk
Build Centre of Excellence
Create a Central support team

10. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
Quantify Success
WHAT DOES SUCCESS LOOK LIKE?
Beginning
Track
Ongoing
Establish baseline early on: 0-6mths
Adoption Dashboards
Measure User Logins, Records Created, Modified, Neglected
Behavior: surge in usage when launched then dip as novelty
wears off
Track the metrics you established:6-12mths
Expand scope of tracking to # of users trained, data quality,
data completeness
Behavior: Exec sponsorship & Mgt support required to
maintain momentum
Evolve: every – 12 mths+
From feedback improve your program to suit business needs
Behavior: Centre of Excellence really comes into play
mandating decisions & managing strategic direction of
program
Dependant on organizations vision, strategy & goals
Varies based on industry, size, product type, competitive
landscape& company maturity

11. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
• Leading global asset management company: $317B assets, $7.5B market cap
• 42 different systems and data sources
• Appointed Regional CRM managers and Super-users
• 71% adoption rate
• Consistent set of global information
Aberdeen builds a Global Information Platform with
Salesforce
“We looked at many different
providers and chose Salesforce
due to its flexibility”
Michelle Calcutt, Global Head of CRM & Business
Management

12. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
Automation + Data Quality = Improved Adoption
Challenge: Needed to increase user
adoption. Increase data accuracy, replace
manual opportunity and reporting
processes and decrease time to processing
customer contracts
Solution: Selected Sales Cloud for global
deployment, including Salesforce mobile.
Deployed standard Opportunity, Contract
processes and included custom dashboard
and reports
Results: Gains in data quality, user
adoption, and productivity. Reduced the
contract approval process from weeks
to less than 24 hours. Improved process
consistency across the sales organization
“We’ve seen sales
productivity take off with
Salesforce CRM's mobile
functionality. It’s the first
thing people ask for when
they join ADTRAN."

13. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
To build business impact
 Executive
Sponsors and
Champions
identified
 Value and
Benefits
Communicated
 Fundamentals
of Application
used
 Quick feedback
& agility to
make
adjustments
 Application use
part of DNA
 Vision & Goals
Realized
 Next Level of
Innovation
Identified
 Extend Platform
Capabilities
 Develop and
Enforce Data
Quality
Standards
 Reinforce Best
Practices with
Measurements &
Rewards
 Formalized
planning for
future iterations
Walk
Run
Sprint
Crawl
 Recognize Usage
Trends
 Adapt Application to
End User Needs
 Automate Repeatable
Processes
 Integrate for multi-
department tasks

14. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY
Next Steps
1. Review adoption framework & identify
Gaps
2. Prioritize areas for improvement
3. Get Executive sponsorship
4. Define KPI’s
5. Implement Best Practices
6. Measure Progress
7. Review & Evolve
8. Join the Customer Success
Community for ongoing support

15. VISION METRICS ROADMAP GOVERNANCE ADOPTION PROCESS TECHNOLOGY