Customer Success Planning Domain 3 Adoption Incentives and Rewards

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Customer Success PlanningDomain 3 Adoption
Incentives and Rewards

• Ursula Llabres
• Manager, Customer Success

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Adoption impacts many areas of the business
Organizational Change Readiness Stakeholder
Involvement Measurement Rewards Communicatio
n Plan Training Strategy Support Continuous
Improvement
Current and desired behaviour states are mapped
and a plan is in place to change the behaviours
Stakeholders have been identified and
appropriately engaged
Measures, incentive plans and compensation
structures are aligned with the new business
objectives
A comprehensive and resourced communication plan
is put in place for all users impacted by the
implementation
A comprehensive and resourced training plan is
put in place for all users impacted by the
implementation
An appropriate support mechanisms for users is in
place
Feedback mechanism is in place to receive input
from field for continuous improvement
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Results Based Incentives

• Incentives
• Tie compensation to salesforce
• Provides sales real-time compensation insight
  enabling you to incent behavior that aligns with
  business objectives
• Newsletter
• Include success stories and admiration of peers
• Wall of fame
• Wall of shame

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Results Based Rewards

• Commission escalator for Reps that achieve a
  certain data quality score in a given month.
  (Click here http//blogs.salesforce.com/ask_wendy
  /2006/08/how_companies_m.html)
• Using reward points program. For example, if
  someone has a 90 login rate for the month, they
  get 10-points. They can accumulate points and
  cash them in on a website that allows them to
  purchase items. (i.e. reward point provider
  http//www.incentivemarketing.org/ )
• Promoting good habits in Data Quality Everyone
  starts with a score of 100 at the beginning of
  the month. Leverage Data Quality dashboards and
  exception reports to monitor how users are
  adhering to data quality. Demerit points are
  deducted from each slip-up/data quality error
  they make. Then, at the end of the month, the
  one who maintains the highest score "wins" some
  kind of reward voucher (say, a shopping voucher
  redeemable at a departmental store).
• Encourage team participation at process
  improvement and adoption Break user groups into
  teams. Within a reasonable timeframe (i.e
  quarterly), initiate regular meetings (weekly) to
  talk about the current SFDC process used in your
  team. Best changes, as judged by admin and exec
  team receives a team event (dinner, nice catered
  lunch, passes to a nice golf course, nice seats
  at a sports event).
• Encourage mentorship and reward progress. Assign
  mentors to a team. Mentors who success at
  promoting good adoption in their teams are
  rewarded with a monthly lunch with the exec as an
  incentive, where they can talk about the team
  progress with the app, meet the c-level, and
  share best practices.

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Rewards and Penalties

• Accomplish your business objectives by targeting
  the reward Rewards for users with most Contacts
  in SFDC, SPIFF for using email templates, who has
  created the best dashboard etc.. Rewards can be
  day off, afternoon off, face time with
  VP/C-level, access to SFDC training or City Tour,
  entry to another relevant training class
  (professional development), the usual ipod,
  iphone, gift card, movie passes.
• Promote and reward innovation Create a program
  whereby users are encouraged to come up with
  ideas like improve process, encourage
  usability, add a new group into the fold,
  encourage data quality etc. Every month the best
  idea gets implemented and at the end of the year
  there is a vote for The Big Idea the winner
  gets a free pass and flight to Dreamforce.
• Promoting activity management best practices
  Reward (cash, vouchers etc) on a weekly basis
  users who have logged the most amount of value
  added activities (proposals, on-site demos) etc.
• Penalizing bad habits100 fine implemented for
  users who are laggards in adoption or there is
  lack of data inputted. This fine is reviewed
  weekly. (implemented by SB customer)
• Expose the negative and turn into a positive To
  the bottom 5 percent of adopters (measured by
  login or activity tracking etc) enable an
  automated workflow email (from the Exec team)
  asking them to prepare a presentation about a
  feature or process with the application that will
  be delivered to the exe team. This way they will
  have to learn how to use the app and prepare to
  show the exec team and answer some tough
  questions.

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Make Training FUN

• Include games activities
• Tic Tac Toe (divide into teams and ask questions
  on functionality or business process until
  someone gets tic tac toe)
• Jeopardy (create categories of questions on
  different topics. Create teams of 2 or 3.
  Highest points win)
• Stump the Trainer (1 to the bucket)
• Poker Hand (receive a card for asking and
  answering questions at the end, best poker hand
  wins the pot)
• Be INTERACTIVEKeep learners engaged!
• Give-aways for training attendees
• Company paraphernalia
• Salesforce.com for Dummies Book
• Salesforce.com fun items (ask your AE or CSM)