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 CyberU
application 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 Application
Examples: SFA, Marketing, Support
(multiple sessions
to accommodate
Curriculum
Development
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
– 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
Curriculum
Development
4-hour
Manager Session
8-hour
End User Session

Option 2: Train-the-Trainer Program
• Application & Process Review Session
– 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
chris.ude@stonyp.com
(615) 522-7426
President
steve@stonyp.com
(407) 252-0020

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