Join us for an interactive discussion among top trailblazers to share real-life examples of empowering users (managers as well as individual contributors) to maximize adoption. Understand common challenges faced by users and discuss strategies that overcome them. Hear how to communicate the value of Salesforce among the users, thus positively impacting the acceptance and usage of Salesforce in your organization.

1. Track and Move the Adoption Needle

2. Be a Salesforce Success Cloud
Trailblazer
Learn more at salesforce.com/successcloud

3. Forward-Looking Statements
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​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.

4. Objectives
​Understand key components of adoption
​Use best practices to ensure every user in your organization is engaged and productive
​Monitor ongoing adoption and use key performance indicators to measure success
​Take away strategies and ideas to take back to your team

5. Agenda
Why is User Adoption Important?
4-Step Framework
Interactive Learning/Discussions
Key Takeaways & Wrap-Up

6. Employee Motivational Journey
Employee Engagement Platform
​Autonomy
​The desire to be self-directed. It produces
things that would never emerge.
​Mastery
​The urge to get better. Because it is fun and
satisfying
​Purpose
​Inspiring place to work. Makes coming
to work better. Attracts best talent.
​Employee Engagement Framework (Daniel H. Pink)
​70% of U.S. workers are not engaged at work
Time
Engaged
Not
Engaged
Actively
Disengaged
Engagement
*State of American Workplace, Gallup, 2013

7. “I spend too much time recruiting and training.”
“I do my best to motivate employees.”
“I don’t have the team I need to achieve my goals.”
Symptoms of Low Employee Engagement
​Individual Contributor
Autonomy
“It’s difficult to interact with
co-workers and find information.”
“I spend too much time answering
e-mails and in meetings.”
Mastery
“I don’t have a development plan and
I don’t get enough coaching
to grow.”
Purpose
“I don’t feel connected to the
company. I don’t know where we’re
going.”
Managers Executives
“Employee Satisfaction should be higher.”
“Current performance reviews have limited effect
on engagement”
“I have many employee initiatives but no mechanism to scale.”

8. Why is Employee Engagement Important?
​High engagement companies perform better than low engagement companies
Employee
Engagement
Difference between high employee engagement companies vs. low employee engagement companies
State of American Workplace, Gallup, 2013
22%
higher
profitability
21%
higher
employee
productivity
10%
higher
customer
satisfaction
25%
lower turnover
on
high-turnover
orgs
65%
lower turnover
within
low-turnover
orgs

9. Roundtable
Discussion
Estimated time: 30 minutes
What you can expect:
• A Salesforce expert at each table
• Thirty minutes of dialogue with table
participants
• Closing statements and takeaways after
the roundtable

10. What Brought You to This Circle Today?
​Some common Salesforce Adoption questions. What are yours?
How can I motivate my users?Do managers have the right
metrics to run their business?
Are our business processes
reflected in Salesforce?
Who should own our CRM strategy?
Do I have sufficient
executive sponsorship?
Do I have the right
governance model?

11. Sponsorship
Develop a clear vision
and strategy
What will you ask of
your team and why?
Identify power users
and champions
Four Steps to Move the Adoption Needle
Commitment
WIIFM?
Accountability
Managers mentor
end-users and build
good habits
Communications
Start with “Why”
Communicate early
and often
Use Chatter for group
collaboration
Enhance
Develop clear governance
support model
Use Reports and
Dashboards
Use Rewards and
Recognition

12. Inspire Managers & Individual Contributors
​Managers
Train managers on why this is important
Focus on what’s in it for managers
Show them how to lead the way
for their team
Encourage manager-individual contributor 1:1s
to review goals
​Individual Contributors
Train individual contributors on why
this is important
Focus on what’s in it for individual contributors
Recognize them for delivering great work
Encourage them to provide feedback

13. Track Salesforce logins
using the Salesforce
Adoption Dashboard and
Reports AppExchange
Package
Track specific Actions using
Custom Fields and Default
Values on Custom Actions
Tracking Adoption
​Are you tracking end-user adoption of Salesforce in your organization?

14. ​What does “enhance” mean?
​Don’t get stuck in your implementation
​Analyze, promote, track, and reward, all while gathering feedback from users
Interactive Discussion

15. Target Resources to Help You
​Trying to get started or achieve more? We have resources for your success!
*Offered to Premier customers only – learn more about Success Plans
Premier Resources
Online Training*
• Customizable End User Training
• Implementing Change Management
with Salesforce
Configuration Services*
• Configuration Services: Access a
certified team to maintain your
Salesforce solution
Accelerators*
• Org Strategy: Achieve faster ROI,
reduce costs
Journey Resources
Get the Basics
Learn about the building blocks of
Salesforce
Go Further
View sample dashboards, take
advanced tutorials, and learn more
about Salesforce capabilities
Discuss
Get advice and answers from
Salesforce experts and customers.
For more best practices resources,
visit Achieve More Journey.

16. Premier Success Drives Salesforce ROI
​Reported increase over Standard Success Plan customers
The ROI is based on a customer survey conducted by independent, third-party Market Tools.
All other metrics are based on Premier customer metadata.
130%
more process
automation
138%
more analytic
insights
80%
higher
ROI
52%
higher user
adoption
61%
faster
deployment
Enhanced Training
Success Resources
Enhanced Support

17. What’s Next? Book an Accelerator!
Get Expert Help With Moving the Adoption Needle
Salesforce.com/Accelerators
Accelerators are available to customers with Premier/+ or Signature
Success Plans. Other terms may apply.
1-on-1 Consultations with a Certified Cloud Specialist.
Recommended:
● Org Strategy Design
● Sales Cloud Adoption
● Chatter Adoption
● Salesforce Adoption Improvement
Contact Your AE or Success Manager

18. Welcome to the Trailblazer Community
Engage directly with Salesforce experts.
Hear from MVPs and other customers.
Access all you need to achieve success:
• Content and resources
• Circles of Success and webinars
​Join the conversation
Release
Readiness
Getting
Started
Lightning
Now
Premier
Central
Access the Trailblazer
Community today!
salesforce.com/success