No Train, No Gain: Developing an Effective Training Strategy

Administrators

Erik Karlberg: Salesforce.comDominique Brooks: First DataPatrick Bowl: First Data

Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of intellectual property and other litigation, risks associated with possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year ended January 31, 2010. This documents and others are available on the SEC Filings section of the Investor Information section of our Web site.

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

Erik Karlberg

Salesforce.com

First…a show of hands, please…

How many of you have not implemented yet?

How many of you offered some form of training for

go-live?

How many of you offer training as you release

functionality?

Overview – Why is Training so Important?

A critical piece of any CRM implementation is the

change management and user training that takes place

before you begin to use your new systems.

You won't get the most out of your system and

upgrades unless your end users are comfortable with

the change and know how to use it to enhance their job

performance and meet customer expectations

“The computer is only as smart as the person behind it.”

Importance of Training

Increase efficiency

Promote standard methodology

Alleviate confusion

Generate hype around the system

Poor training creates frustration and you lose valuable

by-in and adoption

One of the oldest axioms of CRM project planning is that training

is closely linked to the adoption and success of any initiative.

Too often that principle is ignored.

All About First Data

First Data is the largest credit card processor in the world. First Data also provides additional related services including debit cards, Money Network, check cards, etc.

• ~4,000 Unlimited Edition Licenses• Global deployment• Primary use as Sales Force Automation• Trained 1,800 users in 14 days

Dominique Brooks

First Data

Training Plan Overview

•What’s the Goal of the Training Plan?

•What Should Be In a Training Plan?

Training Offering

•Involved with •Project

Plan•Automati

on Team•Business

Unit

Strategy

•Program Elements

•Courseware and Collateral

•Design, Development and Milestones

•Success Factors

•Costs

Deliverables

Program Element/Phased Approach

•Introduce the Basic Functionality

“Basics”•W

alk Them Through the Tool

“Open”

•Show Exactly How it Will Work for Them

“Detailed”

•Provide Ongoing Resources

“Ongoing”

Communication Plan

•When Will Communications be Delivered?

“When”•Wha

t Format Will be Used?

“What”

•Who Will Be Responsible for Delivery?

“Who”

Communication Plan

Example Project Status

Communication Plan - Chatter

Patrick Bowl

First Data

Engagement/Tools/Measurement

•Engaging Your Participants

Engagement

•Tools To Train and Document

Tools

•Measuring Training Efforts

Measurement

Engaging Your Participants – Creating Buzz

Testimonials from Power Users

Salesforce Safari

Provide users with a list of tasks to complete

Track the completion of their steps through a

basic report.

Creates competition between participants while

providing real life scenarios.

Salesforce Safari

Tools for Ongoing Training

Camtasia Studio Demo - Screencasting

Camtasia Studio Table of Contents Feature

Snag-It Demo

Snag-It Demo

ScreenSteps Desktop Demo

ScreenSteps – Integrating to Salesforce

Measurement

• Why is it Important To Measure?“Why”• What Can You Do With the Data?“What”

• Who Should See Your Data?“Who”• Which Levels of Measurement Will

You Collect?“Which”

Four Levels of Training Measurement

**As developed by Donald Kirkpatrick

Level 3

Level 2

Level 1

Training Measurement Dashboard Samples

First Data Training Application

First Data Training Application

Erik Karlberg

salesforce.com

Create a Training and Communication Plan

Provide On-Going Training

Measure Your Training Efforts

Take Advantage of Technology and Tools

Use Chatter as a Social Collaboration Training Tool

Explore the AppExchange for Solutions

Key Take Aways

Patrick Bowl

Training and Performance Consultant

Dominique Brooks

Training and Performance Consultant

Question & Answer

D I S C O V E R

Visit Customer Success Team at Campground

Discover

Training

Learning Paths

Experience

Product

Demos

Learn about Customer

Resources

the products, services and resources

Meet Success Experts

S U C C E S S

Find us at the Customer Success Team area of Salesforce.com Campground at Moscone North

Learn about how to win prizes including 10 iPads & more!

that help you achieve

No Train, No Gain: Developing an Effective Training Strategy

How Could Dreamforce Be Better? Tell Us!

Log in to the Dreamforce app to submit

surveys for the sessions you attendedUse the

Dreamforce Mobile app to submit

surveysEvery session survey you submit is

a chance to win an iPod nano!

OR