Salesforce CRM Implementation Plan

                    Salesforce CRM Implementation Plan

Topics: Plan & Prepare | Set Up | Make Salesforce Your Own | Ready, Set, Go | Make Salesforce CRM a

Success

STEP 1: Plan and Prepare

One of the best investments you can make in your Salesforce CRM success is to have a clear plan. Just as you wouldn’t

build a house without a blueprint, you don’t want to start with Salesforce CRM without a plan. A plan will help you to

communicate with everyone, to do things in the right order, identify key resources, and keep a clear end date in mind.

As you plan and prepare to get Salesforce CRM up and running, complete the following steps (in this order):

Build your team

Define and prioritize your goals

Define your process

Map your process to Salesforce CRM functionality

Define the reports you need

Train your administrator

Communicate with your users

To help jumpstart your implementation, you can use the worksheets in the MySalesforce Workbook to come up with and

document your decisions. Download the workbook and treat it as a work in progress you return to frequently as you

complete the steps in this guide.

Build Your Team

To a small business with limited resources, the term “project team” may sound intimidating. But it doesn’t take huge team,

you just need to cover the following key roles—in fact, the same person can cover more than one role.

An executive sponsor

A project owner to get the application up and running

An administrator to manage Salesforce day to day

A power user who really knows your company’s business processes

The executive sponsor lends his or her influence to the project by becoming its champion. Having that person’s full

support and participation—from the planning stage until the go-live date and beyond—is absolutely critical.

The project owner, who leads the implementation project, must understand the organization’s business processes to

map them to Salesforce.

The person who is the designated administrator manages Salesforce day to day and makes new functionality available.

It’s also a good idea to have the administrator involved in the implementation project. A technical background is not9/13/12 Learning C enter - User adoption - Salesforce.com

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necessary, but may be helpful.

And to make sure that Salesforce CRM meets the needs of your end users, it is essential to involve key power users in the

planning process

Qualities of a Good Salesforce Administrator

Software as a service (SaaS) makes system administration much easier than it was with traditional software. Setting up,

customizing the application, maintaining it, training users, and “ turning on” the new features that become available with

each release—all are just a few clicks away.

The administrator is one of the most important people when it comes to making Salesforce CRM a success. The role of the

administrator for a small business is not necessarily a full-time position. In the initial stages of the implementation, the role

will require more concentrated time (about 50 percent). After go live, managing Salesforce CRM day to day will require much

less time (about 10-25 percent). Find the right person for the job and continue to invest in that person’s professional

development. Here are some qualities to look for in an administrator:

A solid understanding of your business processes

Knowledge of the organizational structure and culture to help build relationships with key groups

Excellent communication, motivational, and presentation skills

The desire to be the voice of the user in communicating with management

Analytical skills to respond to requested changes and identify customizations

Document Your Key Players

It’s time to pick your team. Go to the MySalesforce Workbook, and fill in the My Project Team worksheet to track the people

who will play key roles in your Salesforce CRM implementation.

Set Your Goals

In addition to a clear destination, it also helps to have a plan that breaks down the journey into manageable steps.

Setting your goals includes three key steps:

Define the company's vision

Define the goals that support this vision

Prioritize and document your requirements

Define the Company's Vision

Every successful CRM project starts with a clear vision of where you want to be as a result of the project. It's very important

that your key executives are involved in defining this vision, that you document the vision, and that it is understood by

everyone.

Go to the MySalesforce Workbook to review sample vision statements and then fill in the My Vision Statement

worksheet. This vision should be a key component of future communication with your users.

Define Your Goals

Next, determine which concrete goals support your vision. Keep in mind that different groups within your organization are

likely to have different goals. For example:9/13/12 Learning C enter - User adoption - Salesforce.com

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Executives want to improve sales and track top performers or customer issues

Sales managers want better visibility into their pipelines and reports that summarize key information

Sales reps want to easily access the sales materials they need and cut down on administrative work.

Salesforce provides various reports to help measure whether you've reached your goals.

Go to the MySalesforce Workbook and complete the My Pain Points and My Business Goals worksheet.

Prioritize and Document Your Requirements

Most people-and most organizations-want to take on more than they can handle at any one time. Clearly defining your goals

and then prioritizing them will make it easier to decide what to put off, should that become necessary. Having some early

"wins" is essential: when people experience the value of Salesforce CRM first hand, they're more likely to support adding

additional features.

Go to the MySalesforce Workbook and complete the My Business Priorities worksheet.

Define Your Process

When defining your process, it helps to follow these steps:

Make sure you understand key Salesforce CRM terms.

Identify key characteristics of your process

Review the default Salesforce processes

Define and come up with a visual overview of your own process

You’ll also want to clarify what happens at each step—what inputs are needed, who does what, and how to

measure the results.

Map your process to Salesforce CRM

Salesforce.com provides resources to help you define your process, including worksheets to identify key aspects of your

business process and document all the fields you’ll need.

Salesforce CRM Terminology

Leads - A lead is any person that may be interested in your products or services; for example, someone you met

at a conference or who filled out a form on your Web site is a lead.

Opportunities - An opportunity is a possible deal you want to track. By adding an opportunity, you build a

"pipeline" you can use for forecasting.

Accounts - An account is an organization, individual, or company that you want to track in Salesforce CRM. An

account can include customers, competitors, and/or partners. Each account stores information such as names,

addresses, and telephone numbers.

Contacts - Contacts are all the individuals associated with the accounts you're tracking in Salesforce CRM. For

each contact, you can store information such as phone numbers, titles, and roles in a deal.

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For most businesses, a basic sales process includes gathering the following information:

Generating leads - Where do leads come from? How do they get into Salesforce CRM? What happens next?

What information do you want to measure about leads?

Optimizing lead flow - How do you manage open leads? How do you check for duplicates? How do you work

through leads? How do you measure conversion and top performers?

Closing deals - How do you manage the sales funnel? How do you bring new customers into Salesforce CRM?

How can you measure top deals, closed business by the month, and month-to-date trending?

Create Your Process Overview

The goal of this step is to come up with a visual overview of your process. You can use the default processes provided by

salesforce.com as way to stimulate discussion. A good place to start is at the point when you have qualified a lead. Here's

an example of a sales process.

Discuss the sample process with your project team and modify it to fit your organization. If you don't have a defined sales

process, a CRM implementation is a good time to set one up.

To set up your own sales process:

Discuss the sample process with your project team and modify it to fit your organization. If you don't have a defined sales

process, a CRM implementation is a good time to set one up.

To set up your own sales process:

Start at the point where a lead is qualified as an opportunity.

On a whiteboard, draw each step as you ideally want the information to flow.

Go to the My Salesforce Workbook and complete the My Business Process Questionnaire and the My Business

Process Diagram.

Map Your Process to Salesforce CRM Functionality

The next step is to map your ideal process to Salesforce CRM; in particular, the names you give to your data elements and

the fields in Salesforce CRM. For example, you may call a customer “ Company” while the corresponding field in Salesforce

is “Account.”

To start the mapping process, review the fields associated with the Opportunity process—which includes the fields for

Leads, Accounts, Contacts, and Opportunities—and answer the following questions:

Do you need all the fields? Review the fields and decide which can be removed.

Do you need to rename standard fields so they make more sense; for example, to change “Account” to

“Company”?

Do you need custom fields that are unique to your business?

Go to the MySalesforce Workbook and review the worksheets related to the Leads, Accounts, Contacts, and

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Decide Which Reports You Need

Decide which reports you need to generate based on the goals you defined earlier. Salesforce.com provides dozens of

standard reports. Here are a few of the most commonly used reports:

Active Accounts - Shows current accounts

Account Owners - See who owns what accounts

Lead Lifetime - Track the life of a lead from creation to closure

Leads by Source - Find out the most- and least-effective lead sources

Opportunity Pipeline - See upcoming opportunities, in current stage

Stuck Opportunities - See which opportunities are not moving forward.

Closed Opportunities - Shows won opportunities

Quarterly Forecast Summary - Shows commit amounts, best-case amounts, and pipeline by quarter

Contact Role Report - Shows contacts involved in current deals

For a list of additional reports, see the Sample Reports. You can modify these standard reports or create your own from

scratch. Thinking about what information you want to capture and pull out of the system is a critical step before you begin

customizing the application. The system is only as good as the information you can pull out in a report.

Go to the MySalesforce Workbook and revisit your goals. Determine whether the standard reports are sufficient

or whether you need to build custom reports.

Train the Administrator

Investing in your administrator is the best way to ensure success.

Salesforce.com offers both self-paced training and classroom training. The self-paced training classes are available with

your licenses around the clock, at no charge. The 4-day classroom course, Administration Essentials, is available at cities

across the country.

Depending on your implementation, you may want to consider getting help with more technical aspects, such as the data

impact. For more information, contact Salesforce.com Consulting.

The administrator needs to complete ADM 100 Salesforce Fundamentals and SFA 101 Sales Representative

Fundamentals prior to attending the ADM 201 Administration Essentials course. The full list of free, self-paced

courses for administrators is listed on the Salesforce.com Training & Certification page.

Notify the End Users

With clear goals set, you can now engage your users. User adoption is critical for Salesforce CRM success.

You don’t want the introduction of Salesforce CRM to come as a surprise to users. Instead, start building enthusiasm and

keep your users updated as your go-live date approaches. For the highest impact, these communications should come

from your executive sponsor. Here are some approaches that have worked for other customers:

Build anticipation by enlisting the help of your marketing staff in treating the Salesforce CRM implementation like

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Focus on 2 or 3 aspects of Salesforce CRM that will make your users’ lives easier.

Reach out to users who seem particularly enthusiastic and give them a role in helping other users once you’re

“live.”

Sponsor contests and offer incentives to help build excitement.

One of the best ways to get people on board is to get them involved. Give them a voice, and be sure to make changes

based on their feedback. Then, communicate the difference their input made on the project’s launch.

Summary and Checklist: Plan and Prepare

Careful preparation and planning will help make the remaining steps in implementing Salesforce CRM go smoothly.

Progress Checklist: Plan and Prepare

At this point, you have learned about the following tasks and documented any important decisions you made in the

MySalesforce Workbook.

1. Identify your project team

2. Define your vision for CRM

3. Define your business goals and priorities

4. Create a diagram of your main processes

5. Map your processes to Salesforce CRM

6. Define your reporting needs

7. Train the administrator

8. Notify and engage end users

Resource Summary: Plan and Prepare

My Project Team worksheet

My Vision Statement worksheet

My Pain Points worksheet

My Business Goals worksheet

My Business Priorities worksheet

My Business Process Questionnaire

My Business Process Diagram

My Lead Fields worksheet

My Account Fields worksheet

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My Opportunity Fields worksheet

My Reports worksheet

Administrator Essentials Course

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STEP 2: Set Up Salesforce CRM

This section tells you how to take the next steps by setting up your basic company information in Salesforce CRM. These

settings include:

Company Profile – Verifies your date display, language, and fiscal year definition

User Profiles – Assigns a set of permissions to particular users

Organization-Wide Settings – Defines basic access permissions on the file level

Role Hierarchy – Defines how data rolls up in reports and which roles can see and report on the data of other

roles

Set Up Your Company Profile

The company profile information determines basic settings related to time zones, language, and how the fiscal year is

defined. You can leave the default settings as is; however, it’s important to know where to find and change this information.

Company Profile – These settings use your locale for setting local time, your default language, and the default

currency.

Fiscal Years – The fiscal year definitions are used in reporting, opportunities, and forecasting. The default fiscal

year setting is a 12-month calendar year, with the first day of the fiscal year starting on any first day of the month.

However, you can choose custom fiscal year periods.

To make changes to your company profile, go to Administration Setup --> Company Profile --> Company

Information. For step-by-step instructions, see the Administrator Fundamentals – Company Profile training

segment.

For more information on Fiscal Years, see the Administrator Fundamentals – Fiscal Years training segment.

Understanding Profiles

A profile is a collection of settings and permissions that defines how users with a particular profile access records, how

they see their data, and what they can do within the application. For Salesforce CRM Group and Professional Edition, you

can use the standard Salesforce CRM profiles but you can’t create custom profiles. Still, it’s important to understand

profiles and how they work together with the organization-wide defaults and the role hierarchy. The most important profiles

include:

System Administrator – Can configure and customize the application

Standard User – Can run reports and create and edit records

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When you add users as you prepare to go live, you will assign one of these profiles to each user.

For more information on profiles, see the Administrator Fundamentals – Profiles training segment.

Define the Organization-Wide Defaults

These settings, which determine the default level of data access for different types of information, are referred to as

"organization-wide defaults." They include:

Private – Users can access (view and edit) their information and that of those below them in the role hierarchy.

Public Read Only – Users can view all data, but can edit only their information as well as that of those below

them in the role hierarchy.

Public Read Write – Users can view and edit all data.

For smaller organizations, we recommend granting at least Public Read Only access to create a collaborative working

environment.

Examples:

To allow all users to see everyone’s Accounts, but not everyone’s Opportunities, set access for Account records

to Public Read Only and for Opportunities records to Private.

To allow the operations team to calculate commissions, they need to see Opportunities. However, you don’t

want them to edit the Opportunities. To allow read-only access, set Opportunities records to Public Read Only.

To set up organization-wide defaults, go to Administration Setup --> Security Controls --> Sharing Settings. For

step-by-step instructions, see the Administrator Fundamentals - Organization-Wide Defaults training segment.

Define the Role Hierarchy

The role hierarchy looks similar to an org chart, but it has a different purpose. Because the role hierarchy is based on who

needs to work with what data to do his or her job, role hierarchies usually have fewer layers and the people at the top are

not necessarily those at the top of the org chart.

The person in the top role has full access (view and edit) to his or her data as well as the data of anyone lower in the

hierarchy. Two common ways to set up a role hierarchy are by region or by product.

Note that, if there is a conflict, the role hierarchy overrides the settings in the organization-wide defaults.

There are three basic steps to setting up a successful role hierarchy:

1. Define the basic roles, such as sales representative, director of sales, and CEO. It’s not necessary to create

individual roles for each title; the idea is to simply define a hierarchy that gives users in higher-level roles access to

the information entered by users in lower-level roles.

2. Build the role hierarchy based on how information should roll up for reporting and on who should see what data.

3. Assign individual users to the roles.

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In this sample hierarchy, data access works like this:

The CEO/CFO roles have complete access (view, edit, and report) to all data in the organization.

The regional directors (Western, Eastern, and International) have access (view and edit) to their data and to the

data of the sales reps below them. They do not have access to each others’ data.

The users at the lowest level have access (view, edit, and report) only to their own data.

To set up your role hierarchy, go to Administration Setup --> Manage Users --> Roles. For step-by-step

instructions, see the Administrator Setup - Role Hierarchy training segment.

Summary and Checklist: Set Up Salesforce

In this section, you learned how to define the basic Salesforce CRM settings for your company, including the company

profile, the organization-wide defaults, and the role hierarcy.

Progress Checklist

You now know how to access and define:

1. Company Profile

2. Fiscal Year

3. Setup

4. Profiles

5. Organization-Wide Defaults

Resource Summary

Training: Administrator Fundamentals – Setup training

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STEP 3: Make Salesforce Your Own

When you sign on with Salesforce CRM, it's ready to use as is. But you can also easily modify (customize) Salesforce CRM

so it's a good fit for your business and your users. In fact, the more you customize the application to fit your specific users,

the more comfortable they're likely to be - and customization can do great things to boost your adoption rates.

In this section, you'll learn about customization and get links to step-by-step procedures for making Salesforce CRM your

own.

Customization tips and tricks

What can you customize?

Whether to use the Lead Functionality

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Customization Tips & Tricks

Customizing Salesforce CRM is so easy that there’s a tendency to create lots of fields that end up not being used. For that

reason, it’s important to take a step back before you dive in.

Here are the top five things to think about before starting to customize:

Think before you build – Start with the end in mind by identifying your end goal. Think about what information you

want to pull out of the system, and then make sure you have the fields to match. At the end of the day, Salesforce

CRM is only as good as what’s in your reports.

Ask for input – Talk to your users to find out what’s critical for them to know. Then capture that information to run

your business.

Seed and grow – Start with the basic fields you need and then identify new fields that could make your business

run even better. This approach ensures you don’t turn off your users.

Run reports – Run reports about 1 month after you go live to find out which fields are not being used. Use the

opportunity to survey users about what could be improved.

Make changes on the fly – In response to feedback, make changes immediately to gain instant credibility. Make

sure you communicate any changes because users don’t like it when anything that affects their work happens

“magically.”

What Can You Customize?

You can customize many different Salesforce CRM components; however, most customers customize three things:

Fields

Page layouts

Reports

Customizing Fields

Because fields hold the data you want to capture and report on, it’s important to make sure you have fields for important

data elements and that those fields have names that make sense to your users. Here are common approaches to

customizing fields:

Modify the standard Salesforce CRM fields. Salesforce CRM provides commonly used fields for standard

records such as Accounts, Contacts, Opportunities, and Leads. For example, you could add the value

“Lukewarm” to the existing values “ Cold,” “Warm,” and “Hot” for the Rating on the Account field.

Create fields from scratch. If a standard Salesforce CRM field doesn’t already exist that you need, you can easily

create a custom field. For example, you could add a field called "Product Name" to your Opportunity record.

Do both! Combine standard fields and custom fields to create the best experience for your users.

Customizing Page Layouts

Page layouts define how your fields–standard and custom–look to your users and which fields are required; that is, they

can’t be saved unless the user enters a value. You’ll want to customize your layouts so that they’re attractive and easy to

use. It may be tempting to create many required fields to force users to enter data; however, keep in mind that user9/13/12 Learning C enter - User adoption - Salesforce.com

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satisfaction tends to suffer when there are too many required fields.

Here’s what you can do to customize page layouts:

Remove unnecessary fields

Change field locations

Create new sections

Determine if filling in a field is required before saving

Go to Setup ––> Customize. Find the record to customize and expand the menu.

Customizing Reports

Being able to easily generate reports containing the information that’s most important to you is one of the great things about

Salesforce CRM. With a large number of standard reports available out of the box, you can be reporting in no time.

In the planning process, you determined what information you would need to pull from Salesforce CRM based on your

current business needs. Then you customized the application based on those needs.

After you add the custom fields to Salesforce CRM, it’s time to re–evaluate if you have all the information you need to pull the

proper reports.

Now you’re ready to start creating your reports. Here’s what you can do with reports:

Customize the standard reports to better fit your business needs.

Create custom reports from scratch and determine which fields they contain, how they’re laid out, sorting

options, date ranges, and charting options.

To Lead or Not to Lead?

An important step in setting up Salesforce CRM is to decide whether or not to use Lead functionality. Leads are a critical

part of the sales cycle of most businesses, and Salesforce CRM includes a lot of very useful Lead functionality, such as

analyzing how leads convert or finding your best channels. Some companies decide not to use Lead functionality because it

requires an additional step to turn a prospect into an Opportunity. What's right for you depends on your business

processes.

About Lead Functionality

Leads are unique among Salesforce CRM records because they come with special functionality, including:

Lead Conversion – A benefit of using Leads in Salesforce CRM is that it creates a separate area in which you

can keep information in any kind of format to track anyone who ever expressed interest. This approach keeps a

clean distinction between Leads and Contacts, so you don't have to worry about "dirty" data or duplicates. If you

don't use Leads, you can't run an analysis of how Leads convert or the best channels for creating Leads.

Reports – Available reports show conversion rates, the time required to convert a Lead, and Lead channels that

are the best performers when it comes to bringing in deals.

Merging Leads – This functionality is critical because Leads are meant to be a holding area for all prospects.

Before converting Leads to Opportunities, you can merge duplicates to ensure high–quality data and to record all9/13/12 Learning C enter - User adoption - Salesforce.com

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Lead activity.

Web–to–Lead – Getting Leads from multiple channels is critical to any business. By using the Web–to–Lead

functionality, you can easily create forms that capture Leads from your Web site.

To learn more about Leads, see Getting the Most From Your Leads.

Capturing Leads from Your Web Site

If you decided to use Leads, it makes sense to also evaluate the Web–to–Lead functionality. You probably have a Web site

that lets prospects contact you about your product or service.

To make the most of your Web site:

Customize Salesforce CRM to use Web–to–Lead functionality to capture Leads when prospects fill in a form.

Bring that information right into Salesforce CRM.

Setting up this functionality is as simple as deciding which fields to include on the Web-to-Lead form, creating a URL as a

landing page (such as a “thank you” page), and clicking a button to generate the HTML code. Your Web master will jump for

joy when you deliver HTML code that's ready to deploy immediately.

To start capturing Leads from your Web site, go to Setup -> Customize --> Leads --> Web-to-Lead. For step-bystep instructions, see the Tips and Hints for Lead Administration resource.

Summary and Checklist: Make Salesforce CRM Your Own

This section was all about adapting Salesforce CRM to match the way you do business.

Progress Checklist

You now know how to:

1. Customize fields

2. Customize page layouts

3. Customize reports

4. Determine whether to use Leads or not

5. Set up the Web–to–Lead functionality

Resource Summary:

Getting the Most From Your Leads

Tips and Hints for Lead Administration

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STEP 4: Ready, Set, Go

When Salesforce CRM is set up the way you want it, you're ready to add users. The final task before you're ready to go live is

to import your data into Salesforce CRM . To help you, Salesforce CRM has wizards to walk you through the process and

provide some tips along the way. When the import is complete, you're can start to train your users and announce that9/13/12 Learning C enter - User adoption - Salesforce.com

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Salesforce CRM is ready for business.

Note: This import step is probably the most complex task in any Salesforce project. For that reason, you may want to look

into getting help from a salesforce.com partner or from Salesforce.com Consulting.

In this section, you'll learn about:

Adding users

Importing your data

Training your users

Sending out the go-live announcement

Adding Users

Adding users in is a fairly easy. In Section 2, you learned about profiles and set up your organization's role hierarchy. When

you add users, you associate actual users with those profiles within your role hierarchy so users can log in and access the

data that's appropriate for them.

Adding users serves 3 important purposes:

Once you add users, you can import data and automatically associate that data with the correct users.

By associating roles and profiles with all users, you can determine how they see data, what they can do in the

application, and how their data rolls up.

When you add a user, Salesforce CRM uses that user's record to generate an invitation to log into the

application.

Tip: If you want to delay notifying users, be sure to uncheck the "Generate new password and notify user immediately"

checkbox when you go through the process of adding users. You can edit the user records and generate usernames and

passwords whenever you're ready for users to actually log in.

To add users, go to Manage Users - - > Users in the sidebar. For step-by-step instructions, go to the

Administrator Fundamentals – Add Users training segment.

Importing Data

Most companies already have Account and Contact information stored somewhere—usually in Act!, Goldmine, or Microsoft

Outlook, as well as in spreadsheets, on sticky notes, or in the heads of their sales reps. Getting that information out of

Outlook and off the sticky notes and into your organization's knowledge base is one of the most important steps in the

implementation process.

Although you could collect all these resources and enter them one by one, it's obviously not efficient to enter hundreds or

even thousands of records by hand. Salesforce CRM provides a step-by-step data import wizard that walks you through the

process of importing Leads, Accounts, and Contacts.

Prepare to Import Your Data

Best practices for importing your data include having a well thought-out plan, properly preparing the data, and doing a test

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Plan: Planning your data import includes the following steps:

Identifying your data sources data sources: Is your data in Outlook, Act!, or in spreadsheets?

Listing fields in your current data records.

Mapping your current fields to the Salesforce CRM fields.

Go to your MySalesforce Workbook and complete the My Data Sources worksheet. Review the instructions for

exporting data from external sources in Exporting Contacts from GoldMine and Exporting Contacts from Act!

Prepare Your Data

We suggest you "scrub" your data before importing it into Salesforce CRM because starting with clean data really pays off.

Remember: "Garbage in, garbage out."

Here are some tips for preparing your data:

The Salesforce CRM import wizard was designed to work with Microsoft Excel. If necessary, export your data from

any other data sources to Excel first.

Now is a good time to standardize naming and clean up your data. For example, set standards for company

names (such as International Business Machines instead of IBM) or the way countries are listed (USA instead of

United States).

Take time to weed out "dirty" data and de-duplicate people who may be in the system multiple times.

Review your Excel file to see if you missed any critical data elements for which you haven't yet created custom

fields. For example, if your sales reps are tracking the number of employees at each account, you'll need a field

to store that information in Salesforce CRM.

Map your data columns to the Salesforce CRM field names. For example, the Company field in Microsoft typically

maps to the Account field in Salesforce CRM. Consider renaming the column headers in your Excel file so they

match the field names in Salesforce CRM exactly. This step will simplify the mapping step in the wizard.

Wherever possible, assign the correct owners to records. If you don't have all the records assigned, the default

owner is the administrator who performs the import.

To start importing your data, go to Data Management --> Import Accounts/Contacts or Import Leads.

Test the import: Test a small sample—approximately 5 to 10 records—before going ahead with the full import. When you

analyze the results of your test, try this approach:

Build a custom report or custom view that lets you see at a glance whether the data is laid out correctly.

Open a record and compare it against the import file. Confirm that the record's fields show what you want them

to show.

Validate the test results with selected stakeholders or power users.

Make changes to the import file or make changes to Salesforce CRM based on the test results. For example,

data could import incorrectly because it was mapped to the wrong field.

Delete the test records and test again after making your changes. Repeat this process until you're sure the data9/13/12 Learning C enter - User adoption - Salesforce.com

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was imported accurately and that it is displayed correctly in the reports and views your users will see.

Import your Final Data

Once your test results meet your expectations, you're ready to import your file or files. Here are a few suggestions for

importing data:

Consider importing data during non-working hours – If the system is live for some groups before others, this

approach helps avoid confusion.

Give yourself some cushion for error – Don't try to import your data the day before sales training, for example.

Validate your data – Run key reports and display important screens to make sure all the data was imported into

the fields where it belongs and in the format you want.

Review the tip sheet Importing Your Organization's Data.

Training End Users

You've done your due diligence to follow a clear plan, set up and customized Salesforce CRM to fit your needs, and

scrubbed and imported your data. Now, it's time to train your users.

Don't be intimidated by planning your training. Keep it simple and to the point. The last thing you want to do is overwhelm

your users–the point is to engage them. Depending on the complexity of your implementation, your training can range from

1 to 4 hours. Breaking the training into 2 days is another option that may work better for your users. Ideally, hold this training

onsite in a conference room and ask everyone to bring their laptops. Right before training, you'll need to generate

usernames and passwords for everyone who will attend.

To generate usernames and passwords, edit the user records and select the "Generate new password and

notify immediately" checkbox to automatically send an email to each user with his/her login information.

For additional tips on creating a successful training plan, review 10 Tips for a Successful Training Plan

The following is a great sample training template: Salesforce Training Session.

Going Live

Now that you've you trained your users, you're ready to flip the switch and go live.

Send an email to the company congratulating everyone on your project team, as well as the users who attended the

training. Include the one-page training guide, if you created one. Remind everyone that Salesforce CRM is the system of

record from this point forward and that you're available for questions or follow-up training, if necessary.

Once Salesforce CRM is live, your primary goal is to increase usage. The log-in rate doesn't necessarily mean the user

community is using the application to its full potential. Here are some questions to ask:

Are your users consistently using the application?

Is use sporadic?

Do you notice a spike in use after training that then falls dramatically 3–4 weeks later?

Are your users engaging in"quantity" activities (e.g.,"as measured by number of Opportunities") as well as

"quality" activities (e.g., pipeline velocity)?9/13/12 Learning C enter - User adoption - Salesforce.com

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A great resource for tracking all these metrics is the Adoption Dashboard. It's available for free and can help determine what

you want to measure when it comes to adoption. For more information, see

Step 5: Make Salesforce CRM a Success.

Summary and Checklist: Ready, Set, Go

Congratulations. Salesforce CRM is now ready for prime time!

Progress Checklist:

In this section, you learned about:

1. Adding users

2. Planning your data import

3. Preparing your data

4. Testing the import

5. Executing the import

6. Validating your data

7. Training end users

8. Announcing that Salesforce CRM is live

Resource Summary:

Administrator Fundamentals – Add Users training

Instructions for preparing and importing data from Act! and Goldmine

Importing Your Organization's Data

Successful Training Plan

Salesforce Training Session template

back to top

STEP 5: Make Salesforce CRM a Success

Now that you're up and running with Salesforce CRM, you're ready for the next steps to make it a blowout success and take

your sales process to the next level.

Here's what to do next:

Encourage user adoption

Increase user adoption with additional functionality

Manage data quality

Join the community

Manage releases9/13/12 Learning C enter - User adoption - Salesforce.com

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For an overview of what you can do to ensure success, see The CRM Champion's Guide to Adoption.

Encourage User Adoption

The key to increasing user adoption is supporting users and being responsive to their needs, tracking usage trends over

time, and actively encouraging adoption. Understanding what works and what doesn't is critical, both immediately after

going live and over the long term.

Here are some key steps you can take to increase adoption:

1. Support users

2. Measure adoption

3. Encourage adoption

Support Users

Supporting users is an ongoing process. It involves getting user feedback, providing ongoing training, and identifying user

champions who'll help their co-workers day to day. Here are some ideas for providing user support:

Conduct a survey – The AppExchange includes several survey tools you can use to let users express their likes

and dislikes. Use surveys periodically to sample user opinions—and then act on them.

Encourage user champions – Identify users who are enthusiastic about Salesforce CRM and encourage them to

help others. Leverage their success to help inspire others.

Address problems quickly and publicly – Consider any problems an early warning. Fix problems and modify the

application based on feedback immediately. Communicate to users how the problems were solved and how

their feedback directly impacted the application.

Offer refresher training – Additional or "refresher" training doesn't have to be formal; just make sure it's

appropriate for each user group. For example, sales managers and sales reps will have different issues and will

need different refresher sessions.

Measure Adoption

Before you can improve adoption, you have to measure it. Then you can use incentives to actively encourage adoption.

Use the adoption dashboards available through the AppExchange to track login activity and new records added by users.

The most common measurement of adoption is the log-in rate, but it can't be the only measure. For a more detailed

analysis of usage and adoption, consider these measurements:

Object ownership – Track how many Accounts, Contacts, Activities, and Opportunities each user creates. These

measurements let you quickly identify reps who are not using Salesforce CRM correctly.

Key performance indicators (KPIs) – Good choices for KPIs, which provide more targeted monitoring, include

Opportunities won, Opportunities lost, Loss by competitor, Average deal size, Sales stage duration, Forecast

accuracy, and Productivity.

Encourage Adoption

Many customers find offering incentives to users can have a big payoff. Here are a few suggestions for encouraging user

adoption:9/13/12 Learning C enter - User adoption - Salesforce.com

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Identify and reward the strongest adopters. For example, this measurement can be based on the highest

number of reports or activities created or the highest number of new contacts added. One company gave away

iPods to the strongest adopters.

Communicate about new product features that will help users in their daily work.

Take the approach, "If it isn't in Salesforce CRM, it doesn't exist."

Tie adoption to compensation.

Mandate both timeliness and data quality. Reps must enter prospects and early-stage Opportunities

immediately, not just before closing the deal. Otherwise, you lose the advantage of early visibility and the ability to

measure close ratios.

Increase User Adoption with Additional Functionality

In addition to encouraging adoption with support and incentives, providing features that make users' lives easier can play a

huge role in adoption. For example, users love the integration of Salesforce CRM with Microsoft Outlook because they don't

have switch between applications. This feature also lets you capture data previously trapped in your reps' personal

computers. Here's what you can do:

1. Leverage the AppExchange

2. Integrate Microsoft Outlook and Gmail

3. Provide productivity tools such as templates and dashboards

Leverage the AppExchange

BusinessWeek magazine called the AppExchange "The eBay of Business Applications." Here, you'll find more than 800

applications that work together with Salesforce CRM to increase productivity, such as dashboards for sales activity, lead

and opportunity management, quote generators, and much more.

Go to www.appexchange.com and check it out!

Integrate Outlook and Email

To make users more productive, Salesforce CRM is tightly integrated with Microsoft Outlook so that Salesforce CRM and

Outlook can work hand-in-hand:

Email integration – Add emails from Outlook to a Contact or Lead record inside Salesforce CRM. Salesforce

CRM will look up the Contact based on an email match and give you the option of associating it with an

Opportunity as well. This functionality helps you catalog important emails and provides a tremendous boost to

effective collaboration.

Address book integration – When sending an email from Outlook you can look up a Contact from inside

Salesforce and add it to the To line of your email.

Contacts and calendar synchronization – Force.com for Microsoft Outlook lets you to select which Contacts and

calendar events you want to synch with Salesforce CRM. Synching can be automated at scheduled intervals, and

a dynamic icon indicates whether a record is up to date.

To integrate Outlook with Salesforce CRM, you first have to install Force.com for Microsoft Outlook. For step-bystep instructions, go to Force.com for Microsoft Outlook training segment.9/13/12 Learning C enter - User adoption - Salesforce.com

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For additional tips, see Using Force.com for Microsoft Outlook and Administering Force.com for Microsoft

Outlook

Provide Templates and Dashboards

Users love templates and dashboards because they boost productivity and help track progress and communicate key

business information in a way that's easy to understand. Dashboards are great for visualizing complex information and

keeping everyone on the same page—and on their toes. Get your teams to identify their key performance indicators (KPIs).

Then build dashboards that show, in real time, how they're performing. Email templates are easy to set up and use. With

these templates, users can send out consistent, high-quality, personalized HTML or text emails.

For tips on HTML email templates, see Tips for Using HTML Email Templates.

Manage Data Quality

For a CRM implementation to be successful, you've got to be able trust the data. Here are some rules for maintaining data

quality.

Search before you create – Teaching users to search before creating records can reduce data duplication.

Duplicate data is inevitable, but searching first can help keep it down to a manageable level.

Standardize naming conventions – Continue to reinforce standardized naming conventions for company names

and addresses. For example, is it U.S.A., USA, or US? Is it Acme or Acme LLC?

Merge records – Although having duplicate records may be inevitable, having a process to keep on top of

duplicates is critical. Within Salesforce CRM, you can merge duplicate Lead, Account, and Contact data with

easy-to-use wizards.

Use the Excel Connector – The Excel Connector provides bi-directional access to Salesforce CRM from Excel

spreadsheets to import records from Excel directly into Salesforce CRM. It also lets you perform mass updates,

which can be very handy for data-cleansing projects. Although this tool is easy to install and easy to use, you

need to be careful anytime you're manipulating large amounts of live data.

Set up data quality dashboards – With Salesforce CRM, you can set up what is called such dashboards to

highlight when fields are left blank. For example, you can create a dashboard that indicates the number of times

the field "main competitor" was left blank. You can also track overdue tasks or the last time a record was

updated.

Adopt partner solutions – You can use partner solutions from the AppExchange to help improve data quality. For

example, Ringlead and DemandTools both automatically de-duplicate your manually created leads, Web forms,

and uploaded lists.

For additional tips, see Managing Data Quality

To learn how to use the Excel Connector, see the Excel Connector Training.

For tips on loading data using the Excel Connector, see How to Upload Data into Salesforce.

For more information about the Excel Connector, see the Excel Connector Documentation.

Note: The Excel Connector is an open source tool—it is not a supported product. If you have questions, please use the

Excel Connector Documentation and Force.com discussion boards on the topic.9/13/12 Learning C enter - User adoption - Salesforce.com

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Join the Community

Salesforce CRM users—including business users, developers, and administrators—may belong to different communities

based on their jobs and interests,. Salesforce.com provides community sites for all types of users to find information, share

ideas, respond to and rate content, and ask questions.

In addition, salesforce.com supports local user groups across the country and around the world. Join fellow users at local

meetings and attend "city tours" near you, special events and salesforce.com's yearly blowout event: Dreamforce.

Check out and join these community sites:

Salesforce.com Community – Because you're reading this information, we know you've found the

Salesforce.com Community site. Explore the CRM Best Practices tab for a wealth of resources. See the most

popular content and cast your vote. Participate in discussion forums, contribute to the Salesforce.com

IdeaExchange to see your ideas become part of Salesforce CRM, and find out about local user groups and

events in your area.

developer.force.com – The Developer Network is for the technically inclined. Here you'll find wikis for all aspects

of Force.com, downloads of popular books, and the chance to get a free Developer Edition account.

Manage Releases

One of the biggest advantages of Salesforce CRM is that you get about 100 new features for Force.com and the Salesforce

CRM applications several times a year—all without much effort on your part. And, unlike with traditional software, your

customizations are never lost. When new releases become available, consider this approach:

1. Inform yourself with the following resources:

The Release Preview for an overview of new features

The Release Notes for details, including installation instructions

AWebinar in which you'll hear from the product team from each area

2. Identify the 3 most promising features:

Use the vision and goals you defined earlier to select the features you want to activate

Get input from your users to narrow your short list

Sign up for the pre-release program to get your own test environment to try them out

3. Communicate about any changes

Send an email and talk to your users

Consider mini training sessions to get everyone up to speed

Consider using some of the adoption techniques discussed earlier

Summary and Checklist: Make Salesforce CRM a Success

Your adoption rates should be increasing and now you're ready to expand Salesforce CRM with additional apps available

on the AppExchange from salesforce.com or from external partners. As your business grows, you also may want to explore9/13/12 Learning C enter - User adoption - Salesforce.com

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the capabilities of the Salesforce CRM Enterprise and Salesforce CRM Unlimited editions.

Progress Checklist

You now know how to increase user adoption by:

1. Collecting user feedback

2. Responding to user feedback

3. Measuring adoption trends

4. Encouraging user adoption with incentives

5. Adding functionality to boost productivity and adoption

6. Defining a strategy for maintaining data quality

7. Joining the Salesforce.com Community

8. Defining a strategy for managing releases

Resource Summary:

The CRM Champion's Guide to Adoption

The AppExchange

for Microsoft Outlook training segment

Using Force.com for Microsoft Outlook

Administering for Microsoft Outlook

Using HTML Email Templates

Managing Data Quality

Excel Connector Training

Excel Connector Documentation

Salesforce.com IdeaExchange

The Salesforce CRM community at Salesforce.com Community

The developer community at developer.force.com