Make sure end-users embrace Salesforce

1. Create support: communicate

Communication is a very general concept but one thing is certain: it is essential if you want your organisation to accept Salesforce. Regularly share thoughts and concerns with users covering the following topics:

• Why do we need a new tool and why are we choosing Salesforce?
• What’s the benefit of implementing Salesforce for you, as a user?
• What will you as a user be doing with Salesforce?
• How does Salesforce work?

2. Managers should show the way and lead by example

A key role is reserved for managers and supervisors. It is essential that they demonstrate how the organisation as a whole should work with Salesforce. When they lead the way, they show what kind of culture is being strived for. For example, they can demonstrate the value of Salesforce through useful reports and dashboards. It is important that managers know (= training) the ways in which they can best demonstrate ‘ideal Salesforce behaviour’.

Tip: As a manager use Salesforce data in your meetings to support your story.

3. Invest in key-users

Develop and maintain intensive relationships with your key users. Key users are Salesforce users who regularly act as a sounding board for direct colleagues, Salesforce administrators or the implementation team. Let these Salesforce users work closely with your Salesforce administrators and implementation team, so that they remain optimally engaged. Enthusiastic and motivated key users will encourage colleagues to embrace Salesforce on a daily basis.

4. Bear in mind that the application needs to be constantly developed

Salesforce, like other applications, is not a one-time development tool that can then function unchanged for years. The application needs to be continuously evaluated and adapted to suit the organisation. Remember that user needs change rapidly as business changes. Therefore, meet with key users, Salesforce experts and business analysts several times a year to evaluate the application and draw up action plans. An extremely useful resource is keeping a Salesforce roadmap to record plans for the future. You can record and plan a roadmap not just for minor changes, but also major ones.

5. Train your Salesforce-users

If your goal is for Salesforce to give optimal returns and therefore be fully accepted in your organisation, then you have to consider training. Training can be simple or comprehensive. Some groups of end users will have sufficient training by learning a few specific functions and ‘happy flows’. Intensive users who build their own reports or perform administrator tasks, need more extensive training. Training can be developed in-house as part of the implementation process. Sometimes there is also a lot to be said for setting up and implementing the training in a separate process.

6. Ensure clean and correct data

Last but not least! End users work with Salesforce on a daily basis and must be able to rely on the application to perform their work. If this is not (always) possible, it will have a negative impact on the adoption of your Salesforce application. Every company that works with Salesforce must implement a strategy to ensure clean and correct data.