Increase Salesforce User Adoption

Sales managers love a good CRM system. After all, this is where all their favourite things are kept – highly targeted accounts, up-to-date customer details, lovingly cared for deals…

Useful assets in their bid to drive more sales.

Sales reps, on the other hand, don’t tend to feel this kind of passion for the system. For them, a CRM system is just another blocker standing in the way of their success; nothing but a hindrance they have to check off their to-do lists in order to keep their manager happy.

And this creates an ugly vicious cycle, one that sees the data getting dirtier and dirtier, the sales rep becoming more and more frustrated with the process and the manager unable to glean any possible benefit from this costly implementation.

Salesforce user adoption tends to be a big challenge for most organisations.

Increase Salesforce User Adoption

The Main Challenges

So, how come so many Salesforce implementation don’t seem to meet expectations?

Most of the time, it’s due to poor user adoption. It’s all very well building an impressive CRM system but, if the intended user doesn’t participate in the creation and up-keeping of the platform, the whole process weakens and inevitably fails.

Let’s take a look at 8 of the most popular adoption challenges:

1. Poor communication:

Inability to successfully communicate the true value for the team from the outset can dangerously hinder our rollout.

2. No Stakeholders support:

How can we expect our sales force to adopt a system our Stakeholders hardly believe in?

Before attempting to gain user adoption, your number one priority should be getting top-down backing.

3. Resistance to change:

We are all biologically programmed to resist change.

As creatures of habit, we all struggle to incorporate new changes into our everyday routine – even if these are undeniably beneficial to us.

And this is because comfort and conformity make us feel safe. Change turns our ‘flight or fight’ response on, which in turn triggers negative emotions like stress, anxiety or fear.

Keep this in mind when trying to get people onboard a new system and process they’re not necessarily familiar with.

4. Keeping the system stagnated:

Just like any other technology, Salesforce is not a tool you can simply turn on and leave to run alone. System changes and advancements happen quickly and often.

At the same time, our own sales organisation and process is in constant evolution. So, we must work hard to build a platform that can adapt to fit the needs of our reps and business.

Improve salesforce user adoption with training

5. No Salesforce champion:

Salesforce is a pretty impressive bit of technology. As such, we often overestimate what it can do for our business.

The cost behind the implementation and subsequent deployment, gives us the false impression that the system should work perfectly out of the box.

But for Salesforce to really start proving its worth, it needs some proper TLC from a good champion that understands and believes in the solution.

6. Inadequate training:

If you can only do one thing to improve your use of Salesforce, it’s this. Offer good user training!

This CRM tool is vast and complex and will only prove useful to our team if they know how to get the best from the platform.

7. Processes not clearly defined:

It’s not uncommon to stumble across sales organisations that work with no real sales process in place. As sales people are renowned to be lone wolves, they’re sometimes allowed to work in their own way and follow their own method.

With disastrous implications for our process and data.

For a process be successful, it has to be agreed on and followed by the whole team.

It also needs to be monitored and measured to guarantee it’s actually efficient.

8. Poor data quality:

No matter how many bells and whistle we add to the platform, at the end of the day, the quality of the data we feed into the system is all that matters –  if you’re putting rubbish in, you’re bound to get rubbish out.

HELP YOUR REPS FEEL THE LOVE FOR SALESFORCE

Rekindle the flame between salespeople and CRM with this how-to guide!

Increase Salesforce User Adoption

How to Improve Salesforce User Adoption

The success of the implementation depends on the users.  If your sales reps aren’t seeing what’s in it for them, chances are, they won’t engage and the project will fail.

Here are 5 simple steps to an engaging platform that helps reps become productive, efficient and successful every day.

STEP 1: Give ownership to a Senior Stakeholder:

Once a Salesforce implementation has been successfully completed; often it is left to others, such as the Salesforce Administrator, to champion Salesforce day-to-day.  More often than not, Salesforce teams are left in the wind in the hope they can resolve both the technical and business culture challenges alone.

But it’s proven that a Salesforce team is less likely to come across push-backs when supported by an executive stakeholder that can help roadmap and prioritise based on business goals, and to ensure the delivery/communications surrounding enhancements across the board.

STEP 2: Identify  the main bottlenecks:

It’s crucial that we create an environment that helps, rather than hinders, the day-to-day of our sales reps.

Help smooth out the journey by analysing the true use of the platform, looking out for functionality that is rarely used or fields that ask for too much and deliver too little.

If any step of the process is difficult or tedious without any hard benefit attached to it, ditch it. Simplify the use of Salesforce and people will be more inclined to actually use it.

STEP 3: Automate and enhance wherever possible:

Adding a little innovation to Salesforce can help users accelerate otherwise manual tasks like populating data.

Always look for opportunities to add value to your users through means of automation – i.e Lightning Process Builder, Flows, Workflows, App Builder, etc.

Increase sales performance on AppExchange

STEP 4: Make full use of the AppExchange:

The AppExchange counts with a dearth of free and paid-for plugins built exclusively to enhance the use of Salesforce.

These add-on bells and whistles could prove hugely successful when attempting to make Salesforce more attractive, more engaging and easier to use.

STEP 5: Call out your Salesforce Champions:

Keeping your users at the heart of what you do will be incredibly beneficial for adoption rates as it will help support the message that it’s a platform built to help their success rates – not as a tracking tool.

Identify your best users and invite them to be your Salesforce evangelists – there to help construct a strong platform and promote best practices across the organisation.

Design a strategy that will allow your Salesforce Champions to carry out regular training, mentoring and coaching to the rest of the user base (at all levels).

But remember; Salesforce Champions are NOT a substitute for administration or technical support.

Changing someone’s behaviours and habits can take some time, but it is not impossible. The way we behave can be reprogrammed as long as we are motivated by the value that change can bring to us personally. Always remember to clearly identify and share what that value is for your sales team.