So, you’re thinking of getting, or already have Salesforce CRM for your team. But your end users aren’t too keen on the idea, don’t see the point in logging their activity, or are having difficulty getting to grips with the system. What can you do to help increase Salesforce user adoption? How do you get your dedicated sales-folk on board? (And no, sadly the answer isn’t ‘bribe them on board with puppies’, though, actually, that might work as well…?)
Personify end users
Come up with team personas. Like buyer personas, these will help you determine how to really help and provide value to your end users. Who are the people who are/will be using the system? What are their main goals? What difficulties might they experience using the system? You can even come up with names for these characters, like ‘Sales Representative Sid’. Writing down these fictional representations of them will help you generate persona-unique communications and training.
Get a Salesforce Community
A Salesforce Community for your team will empower them to find answers on their own and share queries with each other.
One-on-one training sessions.
There are lots of experienced, Salesforce-savvy people out there who are happy to help train your team, us included! If there’s no one in your business who is well-versed in Salesforce enough, you can outsource this. One-on-one training is known to be most effective at helping users get to grips with the system’s unfamiliarity. It also helps if they know the Salesforce lingo. This glossary of Salesforce terminology should help with that.
You might find that your business needs certain features or enhancements to provide the most value to your end users. The great thing about Salesforce is it can be entirely customisable to your specific requirements. Your end-user personas will also help in deciding these different, bespoke functionalities. Find out more about how you can make Salesforce work harder for your business here.
The rise of social networking on mobile has changed the way people access information. Often, we use our mobile devices more than our laptops, especially when we’re out of the office. Making your Salesforce features mobile and creating a “feed” helps keep team members engaged and informed. This is especially good for members like Account Executives, as it allows them to access the latest account information just before they walk into important meetings. It also helps team members receive quick updates on Chatter. More on this next.
This is an enterprise social network that allows you to connect with every employee with the files, data, and expert advice they need, any time anywhere. It helps drive productivity and engagement by providing a medium to share insights. It’s also great for receiving feedback, so you can gather that and turn it into actions to improve your system or arrange training sessions.
Create a Newsletter
As everything is visible in Salesforce, it might be a cool idea to do monthly or quarterly shout outs to team members who are using the new system most. Not only does this encourage user adoption, but it also helps you work out who might not be getting on as well with the system. This allows you to know who to reach out to privately and see what you can do to help them adopt Salesforce better.
Gamification refers to the act of turning an everyday activity into a competition. In the Sales context, this means taking software for everyday sales activities like closing deals or lead conversions and making them a bit more fun by having a leaderboard. This will help you promote that healthy form of transparency and encourage better adoption of the CRM.
So there we have it, some tips on how to get your team engaged with your Salesforce CRM system to drive better results. Though, if anyone tries the puppy thing too, let us know how it works out.