The document summarizes keynotes from a Salesforce conference on achieving 100% adoption of CRM systems. It discusses challenges companies face in adoption and strategies used by Analog Devices and Jobscience to drive adoption, including dedicating resources, redesigning processes, training, metrics, custom applications and internal ownership. Both companies saw improved collaboration, productivity and data quality from achieving full adoption across their organizations.

1. The Path to 100% Adoption Pat Cameron, Salesforce.com Cheryl O’Connor, Analog Devices, Inc. Mark Desrosiers, Jobscience Track: Advanced EE System Administrators

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3. Goals for this Session How do you create value for end users and your company? Why is adoption important to business value? How do you measure and achieve adoption while continuing to grow? How did they do it?

4. Cheryl O’Connor Worldwide CRM Strategy Manager [email_address]

5. Company Introduction Leading Semiconductor manufacturer 820 users on five continents $2.5B Annual Revenue NYSE ADI INDUSTRY: High Tech Semiconductor EMPLOYEES: 9000 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Premium Support, AppExchange # USERS: 820 (live Nov 2003)

6. Case Study – Key Challenges Adoption Challenge Definition WIIFM changed Sales & mktg negative cycle Data quality and timeliness Resources Culture Challenge Accountability/Freedom Silos Prove it Two years after launch… 100% “Adoption”, 0% Champions by “Required” users Limited adoption by “Optional” users Anxiety and Mistrust Not a tool for me

7. Case Study – The Solution How did we address the challenges? Dedicated Resource Complaints encouraged Quickly redesigned key process Integrated more day-to-day business processes Data clean-up New Metrics, Reports and Dashboards Training

8. Metric Examples – Timeliness and Errors Know what all users consider “updated” Check for “obvious” errors Know your targets and set goals Training Incentives/WIIFM

9. Metric Examples – User Adoption Who logged in/didn’t log in By Name, Function, by Site, Manager, etc. ? When / how often are they logging-in and which features used If used routinely, why (good source for best practices) If not, why (Training? New functionality?) Feedback – (Surveys, face-to-face, what’s your company culture?)

10. Champion Virtuous Cycle* Gather issues/feedback from users Prioritize Level of Effort & Roadmap Train New Features and “Refresher” Champions * Concept developed by Pat Cameron, Salesforce.com CSM

11. Adoption/Champion Activity Timeline* Developing Product Line and Sales Video Training Survey to Product Lines September October November December Survey Sales to Prioritize new project ideas Poll Sales for ideas for new features Roll out new dashboards for managers Roll-out Goaling Quick Tips for Sales and Managers Quick Tip Conf calls EO Monday Product Line Face-to-Face Training 1 st Users Group Meeting Roll out new video training for PLs Roll out new video training for Managers Updated PL Dashboards FSE/FAE Product Line Both * Concept developed by Pat Cameron, Salesforce.com CSM

12. VALUE Activity Timeline* Link to leads on Account page (s-control) 2Q06 3Q06 4Q06 1Q07 2Q07 FSE/FAE Product Line Both V-BOM Add more contacts New Email templates Promote/Offer new Offline Edition More New Goaling Reports and Dashboards Goaling process enhancements, reports and dashboards New reports loaded in PL Dashboards Visit Reports Collaborative Account Plans TBD TBD * Concept developed by Pat Cameron, Salesforce.com CSM

13. User Survey Question Examples General Questions After training class, did they walk away with what you wanted?

14. User Survey Open-ended Questions Examples What are your biggest complaints about Salesforce.com (SFDC) What else is preventing you from using SFDC fully today What should we focus on next in the SFDC realm? What would increase the value of this tool for you and make you more productive or effective in your job? (i.e. It would be great if I could just do x or y and have z happen.... that would save me time, or help me understand my business better, etc.) What other thoughts do you have about SFDC www.Surveymonkey.com – low cost, easy-to-use, QUICK!

15. Example – User Dashboard

16. Example – Another User Dashboard

17. Case Study– Results What were the results? Higher frequency of logins (90% in one quarter from optional users) 70% data errors reduced to 30% and dropping Positive Momentum, Improved Perception from all user types Better Collaboration Millions of dollars in potential new revenue identified ” SFDC is becoming almost fun to use” - an ADI Field Sales Engineer

18. Metric Examples – Timeliness and Errors Know what all users consider “updated” Check for “obvious” errors Know your targets and set goals Training Incentives/WIIFM

19. Mark Desrosiers Vice President [email_address]

20. About Jobscience Leading provider of on-demand recruiting and hiring solutions for healthcare organizations 25 employees distributed nationally 30,000 Jobscience solution users in North America INDUSTRY: Software & Service EMPLOYEES: 25 GEOGRAPHY: North America PRODUCT(S) USED: SFA, Service & Support, Marketing, Custom Applications, AppExchange # USERS: 25

21. Case Study: Jobscience Challenge – Furthering Adoption Business Challenge Aggressive company objectives Organizational change Increased client service needs Information fragmentation Technology Challenge Application replacement Application development Rapidly growing data model Resource Constraints Enterprise business platform 100% adoption from all departments Decentralized ownership Increasing solution complexity Continuous learning Growing process compliance Data analysis Iterative solution development

22. What If? ?

23. The Jobscience Solution How did we address our challenges? Company commitment to use Salesforce as an enterprise platform Salesforce Unlimited Edition Information relevance (Access, Entry, Analysis  Outcome) Department ownership Goal to eliminate old and create new business process Centralized review Key Metrics, Reports and Dashboards Ongoing Training - New Hire integration Salesforce Premium Support Department / functional views Product Management Marketing (Events) Customer Integration (Service) Customer Implementation Demos / Screen Shots

24. Role-based Navigation

25. Custom Applications – Product Management

26. Custom Applications – Marketing (Events)

27. Custom Applications – Marketing (Attendee Profile )

28. Custom Applications – Marketing (Attendee Profile ) Effortless Integration

29. Custom Applications – Customer Integration Single Sign-on Self Service / Support

30. Custom Applications – Implementation

31. Jobscience Results Created culture and business process around the usage of salesforce.com. Built internal ownership and champions across the company. Created process dependencies across all departments creating 100% adoption enabling Increased company collaboration Established Operational Transparency Increased employee productivity Increased business efficiency and mobility Stimulates company-wide innovation Eliminated technology as a barrier to success

32. Wrap-Up 100% Login = 100% Adoption 100% Adoption = 100% User Satisfaction Define your definition of Adoption Understand WIIFM to create Value Continue to survey as needs change Build internal ownership and champions Create process dependencies across departments

33. Wrap-Up Survey Partner Offerings: www.appexchange.com Survey Monkey Click Tools Pollzter Other Sessions: Tuesday, 5 PM - World-Class Training Programs: Lessons from the Experts Tuesday, 11:30 AM - Data Data Data: How to Minimize Data Duplication

34. Pat Cameron Customer Success Manager Cheryl O’Connor WW CRM Strategy Manager Mark Desrosiers Vice President QUESTION & ANSWER SESSION