Using The Power of Habit to increase Salesforce Adoption // Management Consulting // Dec 06 2016
Successfully implementing Salesforce.com at your organization is dependent on two important factors. First, proper setup of the platform handle your processes. Second, generating excitement for your employees in using it.
So, what can you do to ensure a successful adoption? Try using the methods taught in Charles Duhigg’s The Power of Habit. If you haven’t read the book, you can watch this quick TEDx Talk (The Power of Habit: Charles Duhigg at TEDxTeachersCollege).
3 Elements of a Habit
In general, habits are composed of three things; a cue, a routine, and a reward. But, because it has been repeated over and over, you don’t think about why or what you are doing. For example, every day at 3:15, Charles went to the cafeteria and ate a cookie. This has become a habit. Once 3:15 hits, he had an urge to get up from his disk and eat a cookie. Charles wanted to change this habit because he noticed he gained a few pounds. To do so, he needed to identify the cue and the reward. In this case the cue is straightforward, the clock hits 3:15. The reward may seem equally as easy, a cookie, but after some testing Charles realized the reward was chatting with co-workers. After discovering the true reward, Charles replaced the routine of getting a cookie with going to a co-worker’s desk to gossip. The cue and reward remained, but the routine changes and thus, Charles was able to stop eating daily cookies and lose a few pounds along the way.
Applying to Salesforce Adoption – Change old habits; Create new ones
In terms of Salesforce adoption, we are attempting to do two things; changing old habits and creating brand new habits. For changing old habits, we need to first take some time to discover what the current habits are and what the cues and rewards are. This may take some time, but is very valuable since by switching to Salesforce, the routines are already going to be in flux. Some common cues may email alerts and calendar appointments and some rewards may be management recognition and topping a leaderboard. If we keep the same cues and rewards, the adoption will be easier and quicker.
Along with changing habits, there will be work to create new habits. For example, sales reps may not be used to updating opportunity stages through a sales path. This may seem like an additional step for employees that doesn’t have any immediate rewards attached to it. We can also use email alerts to cue sales reps to follow up and update an opportunity. Sales managers should make a point of using Chatter to congratulate or announce to the team when an opportunity moves to a certain stage. This action acts as the reward for keeping Salesforce up-to-date. These steps will help instill a new habit that will drive adoption of the new system and keep data up-to-date.
Changing Habits Requires a Change Management Plan
There are many habits at each work place and by each employee. Salesforce can be disruptive to many of these habits, but if we explore them and break them down, we can make the change of routine easier and provide a better adoption rate. Create a change management plan using these simple concepts to increase adoption of Salesforce. If you need help, just give us a call!