In our Salesforce Adoption webinar series, our guests will be discussing their experiences with Salesforce, the challenges they faced, and the approaches that led their way towards a successful adoption.
In this webinar, we sat down with Martin Humpolec, a Salesforce MVP, CzechDreamin organizer and co-founder, and a salesforce consultant at PwC, for a Q&A on his experience in Salesforce adoption.
Here’s a sneak peek at the key takeaways from this webinar –
- Why is Salesforce adoption critical?
- Why is your Salesforce adoption low?
- The Salesforce Adoption Curve
- Defining success for your Salesforce implementation
- How to effectively drive adoption among your staff?
“62% of all companies using Salesforce have cited that adoption as their biggest Salesforce challenge.”
According to Martin, the reason for such a high percentage is User Adoption. Adoption is usually considered as a top to bottom approach but it also has to work from bottom to top because when the management decides to implement something new they cannot just simply push people towards it. People need to be aware of the benefits a certain product would bring to the table. The management needs to market the product beforehand and listen to the ideas and improvements from people to reduce the resistance towards adoption, otherwise, the overall product implementation would just be a failure. If the users do not feel that the newly adopted system is useful for them, it would never be a success. So it all goes back to the management. The management themselves need to use the system, spread knowledge about it, and provide relevant training so that people understand the importance of the product and actually start using it.
Why is your Salesforce Adoption Low?
There could be many reasons as to why your employees are not ready to adopt Salesforce. Some of them could be,
- The gap between theoretical and practical Salesforce training
- Learning programs that do not match the pace and time of users
- All the focus is on training content and not on delivery
- The lag between query raised and resolved
The Salesforce Adoption Curve
Go-Live is designated as the biggest success milestone for any Salesforce implementation project. Unfortunately, after this phase, the users often struggle to fully adopt Salesforce which could even lead to product abandonment.
The key here is to overcome the traditional one-time training methods and provide a continuous salesforce training framework which would eventually keep the Salesforce user adoption graph from dropping.
Another important factor to consider is “Defining the success of your Salesforce implementation”. When it comes to a big project, like Salesforce implementation, you want the satisfaction of knowing that you’ve been successful. So you need to define the success metrics beforehand and keep measuring them continuously to track your success. Factors like the value and number of opportunities, lead time, or repeated business from the same client, all as compared to the previous stage, could be the numbers that speak about your Salesforce implementation success.
To overcome the people challenges in the adoption lifecycle, the upper management needs to lead the way and take a call to provide users with sufficient support and training for them to learn and adopt Salesforce efficiently. The primary agenda of a Salesforce enabler is to ensure a better adoption by making people understand the true value of using a CRM application like Salesforce so that they would be much warmer to the idea.
Salesforce Training and Adoption Methods that Work!
- In-person Training
- Videos / Webinars
- Trailhead & Other Documentations
- Just-in-time, On-the-job training
We asked Martin about his favorite adoption methods to which he said,
“I love Trailhead. Also, in-app guidance is a lot helpful and is another technique adopted by many. It is effective as you are learning in real-time on the application.”
By now you have most of the ideas needed for successful Salesforce adoption and implementation. But before you jump on to it and apply them for your organization, here are some data about the preferences of your end-users that you might want to consider.
- 58% Employees prefer to learn at their own pace and convenience
- 70% actual learning happens through practice and on informal channels
- 20% of a typical day at work is spent in searching for relevant knowledge
- 49% employees prefer learning at the point of the need and within the app
How Whatfix Comes Into The Salesforce Adoption Picture
Whatfix Digital Adoption Platform could be a solution to make your Salesforce training and adoption consistent. Whatfix has been helping enterprises across the world to accelerate Salesforce user adoption through continuous training, onboarding, and support. Whatfix deploys a layered approach to the adoption from accelerating the onboarding of new users to ongoing learning and training processes to reducing the number of support queries and overall cost of application. All this is achieved by bringing highly relevant information inside the application making it contextual based and interactive according to the user profile. It is also backed up with robust analytics to track user engagement.
So these were some of the key takeaways from the webinar. In case you missed our webinar or want a more extensive understanding of how Whatfix accelerates Salesforce adoption, you can simply register for our on-demand webinar recording.