Best Practices for Implementing Salesforce CRM - Cloud Experts

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How to develop a comprehensive training strategySurvey after survey shows that training is one of the top things you can do to make Salesforce CRM asuccess. Whether your company is large or small, whether your business processes are complex or simple,training has a huge effect on user adoption and user productivity.How should you proceed? The Best Practice document “10 tips for asuccessful training plan” gives a quick overview of suggestions you won’twant to miss. This document provides a more comprehensive frameworkfor all your training needs and takes you through the topics related to thefollowing stages:• Developing a training strategy• Developing your curriculum• Deploying and delivering your trainingAbstractTraining is one of the most importantinvestments you can make. Find out how todo it right.By Andi MichaelsTraining strategyTraining MethodologyCurriculum developmentDeploy trainingTraining leadInstructional designerInstructors• Business objectives, KPIs, andWIIFM• Trainng approach• Curriculum design anddevelopment• Scheduling training delivery• Trainng evaluation and feedback• Post-deployment support structure• Adoption recommendations• Assumptions and risks• Audience analysis• Curriculum design approach• Tracks• Deliverables• Facilitator guides• Participant guides• Quick reference cards• Presentation decks• Train-the-traner• Power user trainng• Leadership training• End-user training• Ongoing/new hire traning• On-site training• Virtual training• e--learning• Brown bag sessions• Blended approachesTraining environment (sandbox vs. production, data migration and set up, integration)Adoption dashboards (What to measure and how to train to it?)
How to develop a comprehensive training strategyDevelop a training strategyThe training strategy summarizes the overall plan. It captures business objects, documents keyrequirements and pain points, identifies challenges, and outlines the types of training as well as the actualtraining delivery schedule.It’s critical to get involved early in any Salesforce CRM project to understand the overall goals of theimplementation—and to learn about your users’ challenges and pain points. At this stage, designate atraining lead to work with the project team. As you develop your strategy, keep the following pointsin mind:• Organizational readiness and communication planning• As soon as possible, create a communication plan that specifies what information will be sent andwhen. At a minimum, you should tell users what changes will come, why, and when.• Consider the different roles and business units. Do you need specific materials and training for eachaudience? Also, if you’re working with a global deployment, be sure to consider cultural differences.• Be creative in your messages: Consider using your marketing department to make it something userslook forward to. Think about where users are located to determine what approach works best from adelivery perspective. Can you leverage the Internet? Can you take advantage of upcoming nationalsales meetings?• As you plan, don’t forget to include “what happens after training?” Include a post-deploymentsupport plan that identifies what users will be measured on and where they can go for help. Plan incontinued support; for example, brown-bag sessions and monthly tips &tricks emails are excellentways to keep users engaged and provide ongoing training.• Training environmentWork with the project team early to discuss what environment you can use to train your users. Forexample, does your organization have a sandbox environment or do you need to train in the productionenvironment? Also consider the following issues:• Ask the project team what data can be made available for training. If you can’t get actual data or allthe data, ask to get data that’s as close to “real life” as possible so you can use the most powerful andrelevant examples. Try to find the “wow” factor by including key reports and dashboards that showhow life will get better with Salesforce CRM.• Do you need to consider integration points with back-end systems, such as automatically populatingaccount information from an SAP system? If you’re using a sandbox environment, is it set up? Makethe training experience as true to the user’s actual work experience as possible.• User adoptionYou should focus on adoption from the start. Decide early what metrics to measure; it will influence howyou plan your training. Also determine early on whether users are willing to adopt and make sure youhave management support to enforce use of the system, if required.• To track adoption, take advantage of the free Adoption Dashboards on the AppExchange to followadoption trends and intervene if necessary. This information lets you track whether users are using theapp and using it correctly—and helps you better coach users, as needed. You can tweak thesedashboards to meet your specific needs.• Consider implementing a super-user program to provide additional support toward your adoptiongoals. Citrix used performance managers to help with training delivery and provide additionalassistance after go-live.BEST PRACTICE 2
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