Best Practices for Implementing Salesforce CRM - Cloud Experts

More documents

Recommendations

Info

Beyond login rates: three key areas for measuringadoptionNow that your Salesforce CRM application is implemented and set up for your business needs, it’s time foryour users to dive in and start using it. But how do you know if your users are really getting the most fromSalesforce CRM? The best way to tell is to proactively measure adoption rates.Tracking user logins is a good start, but it’s not enough. Because it can beconfusing to figure out what to measure, you need to develop a frameworkof key performance indicators (KPIs). To come up with these metrics, werecommend involving key stakeholders—managers, senior managers, andexecutives—to determine KPIs based on business benefits and desiredprocess performance. If you don’t define and regularly monitor KPIs byincorporating the reports and dashboard features in Salesforce CRM, youmay find that adoption, consistent usage, and data quality will suffer.AbstractUser adoption is key to making Salesforce CRMsuccessful. To make sure you stay on track, youneed to be proactive about measuring adoption.This document outlines three key areas formeasuring user adoption.By: Matt JadhavIf you haven’t done so already, check out the AppExchange for adoptiondashboards to track login activity and new records added by users.Choosing adoption metricsConsider these three key areas when choosing metrics to measure user adoption:1. Usage2. Data quality3. Business performance1. UsageYour first measurement of adoption—and a basic indicator of success—is login rates. You also need toensure that users are actively and consistently updating data and creating new contacts, opportunities,and/or cases, depending on their roles in the organization.Below is a list of suggested baseline metrics to track usage. Which metrics to use and how often to trackthem depends on your unique requirements, but we’ve provided some guidelines to get you started:Usage metricUsers logged in – last 7 daysUsers not logged in by last name – last 7 daysUsers never logged inAccounts created by owner role – last 120 daysOpportunities created by owner role – last 60 daysContacts created by owner role – last 120 daysActivities completed – last 60 daysAccounts last modified by owner – last 120 daysNeglected opportunities by role – next 60 daysOpen tasks by assigned role – current and previousFrequencyWeeklyWeeklyWeeklyMonthlyMonthlyMonthlyMonthlyMonthlyMonthlyQuarterly
How to measure and increase customer loyalty2. Data qualityData quality is a valuable metric for measuring adoption. Looking at critical fields and making sure userscomplete them correctly is important. If certain fields are not filled out, or are filled out incorrectly, it maycompromise user adoption. Designing a protocol to ensure users fill out all fields in a consistent andaccurate manner creates strong data integrity and reliability, which translates into higher user confidenceand adoption.Below is a list of suggested baseline metrics to get you started in tracking data quality:Data quality metricOpportunities with a close date – last 60 daysStage opportunities are enteredProspect accounts missing # employees – last 60 daysLead rating on converted leadsAccounts with all key fields populatedAccounts missing rating fieldKey, non-required fields filled outFrequencyMonthlyMonthlyMonthlyMonthlyMonthlyMonthlyMonthly3. Business performanceUsage should also reflect business performance and compliance. Ensure that your users are not just loggedin, but are using the application in a way that enhances business effectiveness. For example, measuring thetypes of calls, as well as the level at which calls actually close the deal, is more effective than justmeasuring the number of calls. You should also build analytics that will uncover patterns and trends thattrack performance levels and identify trouble areas.Business performance metricPipeline by owner or owner roleMonthly sales trendsActivity type by assigned ownerWin ratio for current and previous fiscal yearOpen leads by owner role – open not contactedDeal type by owners winning – current and previousquartersDeal type by owners losing – current and previousquartersFrequencyMonthlyMonthlyQuarterlyQuarterlyQuarterlyQuarterlyQuarterlySuccessful adoption is critical to your CRM success. It gives you an overall sense of your organization’shealth from the top down. As you gain experience with adoption metrics, you can prioritize those areaswhere you need to focus, adjust, and improve. Whether you’re just rolling out Salesforce CRM or haveused it for a while, drive up your user adoption rates to get the most from your solution.For More InformationContact your account executive to learnhow we can help you accelerate yourCRM success.BP_MeasureAdoption _2009-12-07
Page 1 and 2:
Best Practices forImplementing Sale
Page 3 and 4:
Salesforce CRM Getting Started Guid
Page 5 and 6:
Page 7 and 8:
Page 10 and 11:
Page 12 and 13:
Page 14 and 15:
Page 16 and 17:
Page 18 and 19:
Page 20 and 21:
Page 22 and 23:
Page 24 and 25:
Page 26 and 27:
Salesforce CRMGetting Started Workb
Page 28 and 29:
Salesforce CRM Getting Started Work
Page 30 and 31:
Page 32 and 33:
Page 34 and 35:
Page 36 and 37:
Page 38 and 39:
Page 40:
Page 43 and 44:
Meet—and beat—these 8 CRM chall
Page 45 and 46:
Meet—and beat—these 8 CRM chall
Page 48 and 49:
5 steps to a successful implementat
Page 50 and 51:
Page 52 and 53:
Page 54 and 55:
Achieving outstanding CRM administr
Page 56 and 57: Get these must-have administrator t
Page 58 and 59: Get these must-have administrator t
Page 60 and 61: Using data access design patternsDa
Page 62 and 63: Using data access design patternsIf
Page 64 and 65: Using data access design patternsCo
Page 66 and 67: Using data access design patterns
Page 68 and 69: Using data access design patternsRe
Page 70 and 71: Managing your Salesforce CRM storag
Page 72 and 73: How to get big results with a small
Page 74 and 75: 3 tips to get unstuck when creating
Page 76 and 77: 3 tips to get unstuck when creating
Page 78 and 79: Choose the right tools to customize
Page 84 and 85: 4 questions to answer for a success
Page 86 and 87: 4 questions to answer for a success
Page 88 and 89: Create powerful Web sites on Force.
Page 90 and 91: 5 steps to using the content librar
Page 92 and 93: 5 steps to using the content librar
Page 94 and 95: 8 keys to mobile CRM successLimit a
Page 96 and 97: 9 steps to effective change managem
Page 98 and 99: Bring cloud computing to your entir
Page 100 and 101: Achieving outstanding CRM administr
Page 102 and 103: 6 steps toward top data quality•
Page 104 and 105: Tips for using incentives and rewar
Page 108 and 109: 10 tips for a successful training p
Page 110 and 111: How to develop a comprehensive trai
Page 112 and 113: How to develop a comprehensive trai
Page 118 and 119: 5 simple steps to reports and dashb
show all

Best Practices for Implementing Salesforce CRM - Cloud Experts

Create successful ePaper yourself

Delete template?

Save as template?