adoption stony point salesforce end user training overview
DESCRIPTION
Presented at Atlanta Nonprofit User Group Meeting June 19, 2013 by Chris Ude, Stony Point.TRANSCRIPT
Chris Ude Steve Wasula
Copyright © 2013 Stony Point, LLC. All rights reserved.
Chris Ude
Sales Director
Steve Wasula
President
About Stony Point
• Founded in early 2011 by 3 instructors– 70+ years combined experience in high tech
consulting and training
– Nearly 20 years of Salesforce.com development, consulting and training experience
Copyright © 2013 Stony Point, LLC. All rights reserved.
experience
• Currently employing 27 trainers– 9 Salesforce.com Certified Instructors
– More Certified instructors than everyone including salesforce.com
– Certified to deliver every class salesforce.com offers
Copyright © 2013 Stony Point, LLC. All rights reserved.
Service Offerings
• Technical Training
– Administrator, Developer, Consultant
– Only company other than salesforce.com authorized to teach EVERY class
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• End User Training
– Sales, Marketing, Customer Service
– Custom Applications
• Curriculum Development
Training for AppExchange Partners
• Certification Prep for most major Consulting Firms
• Independent Software Vendors
• Cyber U
– Developed custom Force.com administrator and CyberUapplication training
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application training
– Stony Point delivers all training for CyberU
• POS Portal
– Developed custom Salesforce portal training for POS Portal
– Stony Point delivers training for POS Portal customers
• Less than 40% of firms implementing a CRM have an adoption rate above 90%
• Adoption rates haven’t
CRM Adoption Rates
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• Adoption rates haven’t improved since 2005
Source: CRM Magazine “Don’t Confuse Implementation with Adoption”; Jim Dickie. May, 2009.
What is User Adoption?
Users
using
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the system the way it is
intended
to be used.
Keys to Success
5. Executive Sponsorship
Keys to Successful CRM Implementations(in descending order of importance)
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5. Executive Sponsorship
4. Alignment of System with Business Process
3. Proper system selection
2. End User Training
1. Manager Training
Why Are Managers Most Important?
• Managers have the biggest influence on
– Employees
– Executives
– Peers
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• If the system helps the manager, the manager:
– Will ensure that the employees use it
– Will ensure that the employees are trained on it
– Will articulate the value to executives
– Will drive enhancements
Why Are Managers Most Important?
Training that is reinforced by senior management yields
$33 …on every dollar invested
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$33 …on every dollar invested
Source: Motorola, Inc. study
Perfect Adoption
P
R
O
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Introduction
Acceptance
Success
Old Way
New Way
O
G
R
E
S
S
TIME
Actual Adoption
P
R
O
Launch Plunge Climb Success
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O
G
R
E
S
S
TIME
Retention
Percentage of skills retained by trainees 6 months after training without follow-up coaching and support:
13%
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13%
To overcome this loss requires multiple exposure over time.
Source: Xerox, Inc. study
Training Best Practices
• Role Based Training
• Scenario Based Training
• Train as Teams
• Train on Live System
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• Train on Live System
• Hands on Training
• Reinforce Training over time
Training Options
• Custom Training and Delivery
– Custom curriculum development
– Delivery of manager training
– Delivery of all end user training
– Expert resource for follow-up sessions
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– Expert resource for follow-up sessions
• Train-the-Trainer
– Custom curriculum development
– One-time delivery of manager training and end user training as train-the-trainer
• Standard End User Training
– Delivery of standard end user training
Option 1: Custom Training Program
For a Single ApplicationExamples: SFA, Marketing, Support
(multiple sessions to accommodate
Copyright © 2013 Stony Point, LLC. All rights reserved.
CurriculumDevelopment
4-hour Manager Session
8-hour End User Session
1-hour Weekly Team and Manager Sessions
to accommodate all users)
Option 1: Custom Training Program
1 Hour 1 Hour
For a Single ApplicationExamples: SFA, Marketing, Support
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4 Hour
Reporting
Session
8 Hour
Hands On
Session
1 Hour
1 on 1
Sessions
1 Hour
Weekly
Team
Sessions
1 Hour
Weekly
Manager
Sessions
Executives 1 1
Managers 1 1 2 4-6 8
End Users 1 2 4-6
Option 1: Custom Training Program
Total time commitment by role
• Executives
– 5 Hours
• Managers
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• Managers – 26 – 28 Hours
• End Users– 14 – 16 Hours
Option 1: Custom Training Program
• Application & Process Review Session
• Curriculum Development– Scenario Development
– Creation of Electronic Material
• Presentation
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• Presentation
• Exercise Guide (if desired)
• Delivery of Training
– Delivery of all hands-on sessions
– Customer performs 1 on 1s
– Resource for on-going coaching sessions
Option 2: Train-the-Trainer Program
For a Single ApplicationExamples: SFA, Marketing, Support
Copyright © 2013 Stony Point, LLC. All rights reserved.
CurriculumDevelopment
4-hour Manager Session
8-hour End User Session
Option 2: Train-the-Trainer Program
• Application & Process Review Session
• Curriculum Development– Scenario Development
– Creation of Electronic Material
• Presentation
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• Presentation
• Exercise Guide (if desired)
• Train-the-Trainer
– Delivery of 1 hands-on manager train-the-trainer session
– Delivery of 1 hands-on end user train-the-trainer session for each unique role
– Customer performs 1 on 1s and on-going coaching sessions
Option 3: Standard Training Program
For a Single ApplicationExamples: SFA, Marketing, Support
(multiple sessions to accommodate
Copyright © 2013 Stony Point, LLC. All rights reserved.
5-hour Reporting and/or Power User Sessions for a subset of users
5-hour End User Sessions
to accommodate all users)
Option 3: Standard Training Program
• Delivery of Training– Delivery of all hands-on sessions using standard, pre-
existing “Intro to Salesforce” course materials
– Delivery of an optional hands-on Analytics session using standard, pre-existing “Salesforce Analytics – Building Reports and Dashboards” course materials for a subset
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Reports and Dashboards” course materials for a subset of end users and managers in roles that require an expanded reporting skill set
– Delivery of an optional hands-on Power User session using standard, pre-existing “Salesforce Power User for Sales” course materials for a subset of end users in roles that require a power user skill set
– Customer performs 1 on 1s and on-going coaching sessions
Training Classes
• Technical Training– Certified Sales Cloud Consultant Exam Prep (SPCON-102)
– Certified Service Cloud Consultant Exam Prep (SPCON-101)
– Introduction to Administration & Configuration (SPADM-203)
– Salesforce Advanced Developer (SPDEV-205)
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• End User Training– Introduction to Salesforce for Sales (SPSA-101)
– Salesforce Power User for Sales (SPSA-201)
– Introduction to Salesforce for Service (SPCS-101)
– Introduction to Salesforce for Marketing (SPMA-101)
– Introduction to Salesforce Analytics - Building Reports and Dashboards (SPRD-101)
• Custom Training
Training Options
• Live, Instructor Led Training
• Public or Private
• Virtual or In-Person
• Recorded training sessions
• Learning Management Systems
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• Learning Management Systems
We will help develop a training program to accommodate your needs and your budget
Contact Information
Website: www.stonyp.com
Chris Ude
Sales Director
Steve Wasula
President
Copyright © 2013 Stony Point, LLC. All rights reserved.
Sales Director
(615) 522-7426
President
(407) 252-0020