Adoption can mean different things to different people. Aligning on the right measures is critical to success and will drive not only acceptance of Salesforce but the achievement of key business goals. By ensuring that adoption is defined by key business metrics, Admins become the keystone to a successful software rollout and a bridge to greater success for the company.

1. Metrics Worth Measuring
Align Business Goals to Salesforce Adoption
​January 31, 2018

2. Today’s Speakers
Marc Baizman
Admin Evangelist
Salesforce
@mbaizman
Kevin Richardson
Solutions Enablement Sr. Manager
Salesforce
@klrichardson

3. ​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.
Forward-Looking Statement
​Statement under the Private Securities Litigation Reform Act of 1995

4. Connect with Us!
Salesforce Admins
@SalesforceAdmns
#AwesomeAdmin
admin.salesforce.com
Salesforce Admins
Salesforce Admins

5. Watch the Recording
The video will be posted to
YouTube & the webinar recap
page: bit.ly/metricsdriveadoption
This webinar is being recorded!

6. Join the Admin Webinar Group for Q&A!
​Don’t wait until the end to ask your
question!
• We have team members on hand to answer
questions in the webinar group.
Stick around for live Q&A at the end!
• Speakers will tackle more questions at the end,
time-allowing
bit.ly/AdminWebinarGroup

7. Today’s Agenda
• Define Metrics that Matter
• Put Metrics into Practice
• Respond to Warnings
• Resources
• Q&A

8. Define Metrics that Matter

9. Metrics Worth Measuring: What Are They?
3 Key Measures for Each Goal
Leading Leaning Lagging
What are we
doing?
What
difference is it
making?
What results
are we
achieving?

10. Metrics Worth Measuring: Leading Metrics
Daily activities toward a goal
Leading metrics are things that you do on a daily
basis in support of a goal. It’s the first thing you’d
progress to your goal.
Goal: Better Physical Health
Leading Metric: Number of Steps/Day
Leading

11. Metrics Worth Measuring: Leading Metrics
Daily activities toward a goal
Leading
Let’s take it to Salesforce:
Goal: Increase Revenue
Leading Metrics: Number of prospect
calls/week

12. Metrics Worth Measuring: Leaning Metrics
Success in support of your outcome
Leaning metrics are the meaningful actions that occur
after the completion of leading metrics. These metrics,
when combined with leading metrics show how
meaningful actions are leaning toward an outcome.
Example Goal: Better Physical Health
● Leading Metric: Number of Steps/day
● Leaning Metric: Calories burned/day
Leaning

13. Metrics Worth Measuring: Leaning Metrics
Success in support of your outcome
Example Leaning Metrics in Salesforce
Tip: Follow your sales process steps
Goal: Increase Revenue
● Leading Metric: Number of prospect calls/week
● Leaning Metric: Number of qualified leads
Leaning

14. Metrics Worth Measuring: Lagging Metrics
Results achieved
Lagging metrics are the results we plan to achieve.
Example Goal: Better Physical Health
● Leading Metric: Number of Steps/day
● Leaning Metric: Calories burned/day
● Lagging Metric: Weight Loss!
Lagging

15. Metrics Worth Measuring: Lagging Metrics
Results achieved
Example Lagging Metrics in Salesforce
Example Goal: Increase Revenue
● Leading Metric: Number of prospect calls/week
● Leaning Metric: Number of qualified leads
● Lagging Metric: Closed business
Lagging

16. Metrics Worth Measuring: Key to Success
Key to Success Focused Adoption
Leading Leaning Lagging
What are we
doing?
What
difference is it
making?
What results
are we
achieving?

17. Put Metrics into Practice

18. Example of Leading, Leaning & Lagging Metrics
GOAL: Grow Revenue by 10% YOY
Objective Metrics
Revenue Growth -
20% Increase in
Win Rate
Leading:
Build & ID Leads15% Increase in
new business
revenue
Leaning:
Pipeline Growth
Actions
Historical
Account
Management
Focus
Obstacles
◆Business: Define customer focused
sales process
◆Admin: Map new sales process to
Salesforce features (including Path)

19. Example of Leading, Leaning & Lagging Metrics
GOAL: Grow Revenues 10% YOY
Objectives Metrics
Customer Growth -
10% Increase
Number Customers
Revenue Growth -
20% Increase Win
Rate
Leading:
Build & ID Leads
10% Increase
Cross-sell/Up-sell
(Dir Sales)
15% Increase New
Business Revenue
(Marketing)
5% Increase
Service Productivity
(Service)
Leaning:
Pipeline Growth
Leading:
ID Cross-Sell / Up-Sell Drivers
Leaning:
Proactive Pipeline Creation
Increase Efficiency
10% Increase in
Customer
Satisfaction (NPS)
Leading:
Reduce # Case Steps
Leaning:
5% Increase Call Deflection
Actions
Historical
Account
Management
Focus
Low User
Confidence in
Data
Not Demand
Creation
Focused
Obstacles
◆Business: Define customer focused sales
process
◆Admin: Map new sales process to
Salesforce features (including Path)
◆Business: Define demand creation process
◆Admin: Map lead/opportunity process to
demand creation. Investigate marketing
options within Salesforce to drive demand
◆Business: Document current and “to-be”
customer service process (phone/chat)
◆Admin: Shadow call center agent and map
to-be service processes to key Salesforce
features/console activities to drive
reduction in case steps

20. Respond to Warnings

21. Warning - Check the Engine
Leading & Leaning Metrics Uncover Problems Earlier
120
175
224
308
417
551
Week 1 Week 2 Week 3 Week 4 Week 5 Week 6
Prospect Calls/Week
Week 1 Week 2 Week 3 Week 4 Week 5 Week 6
Qualified Opportunities/Week

22. Resources

23. Resources
LaterNow Next
Organizational
Alignment
(V2MOM) Badge
Measure to Adopt: How
Sales & Service Metrics
Can Drive User Adoption
→ bit.ly/measuretoadopt
Trailmix: Drive Salesforce
Adoption
→bit.ly/adoptiontrailmix
Adoption Services at
Salesforce
→ 11 am, FB TODAY
admin.salesforce.com

24. Q&A
bit.ly/AdminWebinarGroup
Slides
bit.ly/metricsdriveadoption
Wrapping Up
Survey
bit.ly/awsurvey-
adoptionmetrics