Explore the core of Salesforce success in 'Salesforce Adoption – Metrics, Methods, and Motivation.' We will discuss essential metrics, effective methods to drive adoption, and the driving force behind user engagement and explore strategies for onboarding, training, and continuous support that empower users to navigate the platform seamlessly. By leveraging these tools, you can effectively measure adoption against your company’s goals and create an environment where users not only adopt Salesforce but actively contribute to its ongoing success.

1. WELCOME!

2. SPEAKER
2
Antone (Tony) Kom
Salesforce Adoption
Metrics, Methods, and Motivation

3. ABOUT ME

4. https://www.comicagile.net/comic/feature-adoption/

5. What is adoption?
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6. “How should we define adoption?”
“How are we going to track and measure adoption?”
"How do we know the effects of our efforts to drive adoption?"
Important Questions to Ask

7. What is adoption?
Definition of “Adoption”
“That users login and use Salesforce to perform work.”
OR
“That users login, use Salesforce to perform work which
deliver the target outcomes, find Salesforce to be helpful
for them to do their work, and actively provide feedback
(new feature requests/bug reports) on the applications
they work with”

8. Adoption is how fully
utilized the system is
and how much value
the users get from it.
What is adoption?
Usage is how
frequently or for
what purposes the
system is used.
It is the gap between software usage vs. adoption that is potentially fatal for
businesses.
ROI on a company’s Salesforce investment depends on adoption.
Adoption
≠
Usage

9. “Adoption is the state in which digital tools are being used as
intended, and to their fullest extent.” - WalkMe
“Adoption is the process of accepting, integrating and using
technology.” - Lizz Hellinga, Dreamforce 2023
“Adoption is the journey in which a customer becomes a regular
user of your product and makes it part of their life.” -UserPilot
What is adoption?

10. Adoption is a process.
Adoption is a journey.
Adoption is something that you have to do
all the time.
What is adoption?

11. Technology Adoption Lifecycle
(or users)
Sources:
https://en.wikipedia.org/wiki/Crossing_the_Chasm
https://www.proserveit.com/blog/five-steps-successful-software-
“Anyone with an innovation or new product should focus on one group of customers at a time,
using each group as a base for marketing to the next group. The most difficult step is making
the transition between visionaries (early adopters) and pragmatists (early majority) - this is
known as ‘The Chasm’.”
- Geoffrey A. Moore, author of “Crossing the Chasm”

12. Adoption is recognized as a leading indicator of business
performance.
Why is adoption so important?
Business Performance
Adoption
● Revenue growth
● Efficiency
○ Average Handle Time
○ SLA compliance
○ Customer Acquisition Cost
○ ….
● Customer satisfaction
Typically measured by
Salesforce Reports & Dashboards
CRM Analytics
BI tools / Finance systems

13. Why is adoption so important?
“Lack of Adoption is a leading cause for most CRM project failures.”
- CIO Review: https://www.cioreview.com/news/identifying-crucial-reasons-for-a-crm-project-failure
Adoption insights are critical throughout a customer’s journey with
Salesforce to maximize value from their investments.
Why do CRM projects fail?
● Lack of a coherent CRM strategy
● Lack of attention to process
● Focusing on tech, rather than people
● Failure to adopt once implemented

14. Effective Methods
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15. Communicate and Market to your users
Support your users
Find and enable internal champions
Provide training
Listen to your users
5 Key Ways to Improve Adoption

16. Communicate early and often to keep users:
Communication is Key
Aware
Interested
Engaged
Communication is the most important
method for improving adoption.

17. ● Clear
● Consistent
● Relevant
Communication Strategy
● Centralized
● Searchable
● Up-to-date

18. Engagement and Motivation
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19. Users will adopt software and tools once they start getting
consistent value from them.
Think about the whole adoption process, pain points, and where
users struggle.
Then carefully plan adoption activities best suited to help your
users experience value.
Value is the main driver of user adoption.
Value Drives Adoption

20. ● Help Menu
● Learning Paths
● In-app Guidance
● Field-level Help
Text
● Page-level Help
Text
Provide Context-Relevant Guidance
● Screen Flow Help
Text
● Screen Flow Call
Scripts

21. Provide users with a great user experience
Give them a way to quickly and easily
provide honest feedback
Listen to feedback and act on it
Empathise with your users
Remove obstacles
Reinforce value
Listen to Your Users

22. Essential Metrics
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23. Why measure adoption?
An adoption metric is a key performance indicator
(KPI) that tells how well users successfully embrace
and integrate a system, feature, or process into their
routine.
Measuring user adoption helps you understand
product effectiveness and identify areas for
improvement.

24. What should be measured?
Key Adoption Metrics:
● Login counts
● Session Lengths
● Usage frequency
● Number of active users
● Customer satisfaction score

25. How can key metrics be measured?
● Standard Salesforce Reports / Dashboards
● User Feedback Surveys
● AppExchange Apps
● 3rd-party Monitoring Apps
https://appexchange.salesforce.com/appxSearchKeywordResults?keywords=adoption

26. Quiz Time…
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27. Q: What is the term used to describe the gap between early adopters and early
majority in the adoption lifecycle?
A: “The Chasm”
Q: What is the main driver of user adoption?
A: Value
Q: What is the most important method for improving adoption?
A: Communication
Were you paying attention? :)

28. THANK YOU!