Achieving Adoption SuccessGreg Curgenven, Customer Success Manager

The 5 things you need to drive adoption

1. Communication

2. Executive Sponsorship

3. Process & Measurements

4. Training Reinforcement

5. Data Quality

Communication keep the lines open!

What needs to be communicated? Why are we doing this?

How do we get there?

What s in it for me?

How do we communicate? Power of peers

Solicit Ideas

Custom Home Page Message Component

The importance of Executive Sponsorship

Develop a steering committee Articulate the vision

Identify a champion & administrator

Maintain a roadmap Cultivate the culture

Take responsibility!

Become a winner

Process & Measurements

Clearly defined, documented and communicated processes

End user focused and intuitive

Clearly defined and communicated metricsOur sales goal for the quarter is $500K in closed business and we will be tracking it on our sales dashboard.

Dashboards & ReportsActivities

Pipeline

Leverage Footers

Training

Don t just focus on new users, provide on-going training too

Support multiple groups or roles and different learning styles

Don t forget to emphasize key benefits and takeawaysWhat s in it for me?

Measure the success of your trainingQuizes, Knowledge Checks, User summarizations

Post-training feedback

Dashboard to measure business effectiveness

Leverage salesforce resourcesFree and fee-based

Web link to orientation

End users Administrators

Support Marketing

Data Quality

Ensure you have a strategy to maintain clean and accurate dataIncent users to keep data cleanLeverage data cleansing tools

Consider integration with other applicationsBackend applicationsERPHomegrown

Limit the number of users who have administrative rights Enforce the strategy with a dashboard that holds data quality

exception reportsblank fieldsout of date data

Remember, garbage in garbage out

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The End

Thank You!