Adoption stony point salesforce end user training overview

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


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


Service Offerings

• Technical Training

– Administrator, Developer, Consultant

– Only company other than salesforce.com authorized to teach EVERY class


• 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


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


• 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


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)


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


• 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


$33 …on every dollar invested

Source: Motorola, Inc. study

Perfect Adoption

P

R

O


Introduction

Acceptance

Success

Old Way

New Way

O

G

R

E

S

S

TIME

Actual Adoption

P

R

O

Launch Plunge Climb Success


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%


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


• 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


– 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


CurriculumDevelopment

4-hour Manager Session

8-hour End User Session

1-hour Weekly Team and Manager Sessions

to accommodate all users)


1 Hour 1 Hour



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


Total time commitment by role

• Executives

– 5 Hours

• Managers


• Managers – 26 – 28 Hours

• End Users– 14 – 16 Hours


• Application & Process Review Session

• Curriculum Development– Scenario Development

– Creation of Electronic Material

• Presentation


• 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



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


• 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


(multiple sessions to accommodate


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


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)


• 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


• 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


Sales Director

[email protected]

(615) 522-7426

President

[email protected]

(407) 252-0020

Technology

Adoption stony point salesforce end user training overview