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Improve Salesforce Adoption With Two Strategies


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“Tell me and I forget, teach me and I may remember, involve me and I learn.” - Quote by Late Benjamin Franklin, a founding father of the USA.

A recent survey found that Salesforce implementation projects come to a blazing naught for one big reason - the failure to adopt this marvellous tool by its intended users in a company. The resistance to new ideas & tech tools has always been there since computers came into existence. The resistance to computers and mobile devices has given way to resistance to adopt the various tech and cloud tools currently in the market. The failure of the Salesforce project due to user resistance / hesitation etc is a failure of all stake holders (the company, employees and the implementation partner).

The two ways to ensure user adoption is a success at all points are: Continuous Training and unified Reinforcement. For ensuring large scale user adoption, companies ought to give the staff unlimited access to training on-the-job, and within the technology itself. This is a great ally as it reduces the chances of team members desperately searching for solutions with guidebooks/manuals or interrupting the work of peers to solve their issues. To offer training on - the - job, firms can build contextual help straight into their tech platform.  This sort of assistance can offer users instant instruction, when its required, located within the technology platform.

For brands adopting any new technology like Salesforce etc, the best way to ensure high user adoption is to provide a wide range of training sessions. These sessions should follow the users’ learning and usage cycle: from an introduction of Salesforce to the mundane aspects of daily use.  This cycle covers professionally conducted training, routine management guiding, and ongoing training offered via contextual help.

Training sessions by professionals experienced and certified in Salesforce are the best way to ensure adoption. These sessions need to be engaging, personalised, relevant, intensive, hands - on with practicals. This has to be followed up with regular refresher courses as the tools & features are added / modified along the Salesforce journey of a company.  Mostly, professionally conducted training programs also hand out training manuals and support material to be used later as reference material by the users.  However, vital as these manuals are, they may not be quickly available for reference when someone faces an unexpected issue etc. Contextual help systems provide the right resources / instructions on the spot.

Besides conducting training for various departments , it is also imperative to train the leaders/mangers/supervisors as they are the ones who make things move / happen with any brand. Trained and open-minded managers work with employees and can offer encouragement, coaching and training of Salesforce to whoever needs it (as and when).

Last but not the least, after the training programs are over, firms should tie the knot on the training cycle with contextual help located directly in Salesforce. This will be of assistance to the users as and when they need help and know where to access it with a few clicks.

About the Author

Nikhil Mathur

Nikhil is a Project Manager, 3x Certified Salesforce Consultant with almost 4 years of Salesforce and rich onsite experience from working with multiple offshore clients. Out of the office, he finds thrill in biking and adventure sports.

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