Best Practices for Implementing Salesforce CRM - Cloud Experts

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10 tips for a successful training planHaving a terrific training plan is a huge step toward getting Salesforce CRM off to a great start. After all,user adoption is the single most important ingredient in success. With more than 1.5 million users ravingabout Salesforce CRM, our customers confirm the importance of training when it comes to adoption.We’ve talked to those customers—across industries and around the world—to come up with the following10 best practices for creating a successful training plan:1. Set expectations – To your users, Salesforce CRM is all new, soyour first task is to give them an overview and to set expectations—what they can expect from the application and what you expect fromthem. If possible, involve your executive sponsor in this presentationto highlight his or her support and the importance of SalesforceCRM to your company.AbstractGet an overview of the key ingredients thatwill make your training plan a success.By: Erica Kuhl2. If it’s not in Salesforce CRM, it doesn’t exist – It’s a good idea to set this expectation right away—otherwise, you lose key advantages such as giving managers visibility into the pipeline and doingaccurate forecasting. Have your executive sponsor deliver this training segment as well to show thatyou mean it.3. Be clear about how users are measured – Have clear metrics to let users know how they’ll bemeasured. For example, set target dates by which users must make changes, managers must reviewthe funnel, and when pipeline reports will be pulled. Other metrics include how often users log on andhow many objects they create. We suggest that your executive sponsor also deliver this segment.4. Answer “What’s in it for me?” – Don’t just make demands—get people excited as well. The bestway to do so is to show how Salesforce CRM will make life easier—for example, with lessadministrative work, easier reporting, around-the-clock access, a clear view of the sales funnel, oreasy forecasting. Ask one or more respected power users to deliver this training segment.5. Provide hands-on training with real-life scenarios and data – Don’t make users figure out howhypothetical data applies to them. One way to get people excited is to let them see their data in theapplication, to show firsthand what Salesforce CRM can do for them. Be sure you clean your data anddevelop day-in-the-life scenarios your users will recognize as theirs.6. Reinforce your processes – Treat Salesforce CRM as an opportunity to roll out more effectiveprocesses that make life easier for users. For example, introduce a new Opportunity process that usesthe application’s Lead functionality to get leads directly from the Web and into the application.
10 tips for a successful training plan7. Help users learn the lingo – Create cheat sheets with Salesforce CRM terminology, simpleoverviews of your processes, and step-by-step summaries of the most important processes. These jobaids will serve as handy, easy-to-use references. Also consider giving users a head start by using thefree online course as a training prerequisite.8. Offer incentives – Motivate your users to dive right in with contests, incentives, and a littlecompetition. For example, you could award a $500 prize to the first users to create 15 new Accountsor generate a pipeline report. Money is a great motivator for sales users, but so are prizes such asiPods or iPhones. You can also use a leader board in the application to show how individual userscompare in adoption to generate some healthy competition.9. Get feedback – Be sure to leave time for Q&A and ask people for their opinions. To get off to a goodstart, it’s important to clear up any confusion and to find out what’s on your users’ minds. Make it apriority to try to incorporate feedback into the application—and then be sure to communicate thosechanges to show users that they have a say in how the application works.10. Provide follow-up training. Some people think you train users once and you’re done. But successfultraining isn’t a one-shot effort. Be sure to follow up after a few weeks because by then, your userswill have a new set of questions. A great way to provide follow-up training is to recruit enthusiasticusers to follow up with their peers and use what they find out to create highly targeted mini-trainingfor various user groups.Providing great training isn’t difficult, but it does require planning, effort, and an ongoing commitment.Use these tips to help you create and execute a training plan that works!For More InformationContact your account executive to learnhow we can help you accelerate yourCRM success.BP_TrainingPlan _2009-12-07
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Best Practices for Implementing Salesforce CRM - Cloud Experts

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