Global sales teams are evolving at a very rapid pace when we talk about technology and it’s no wonder why upskilling and rescaling are the need of the hour. There are two trends at the top of this list, virtual selling and the customer-first approach. Virtual onboarding training and enablement have become the highest priority, the way things were done previously will no longer suffice and we’ll have to reinvent the wheel once more, pondering, “OK, how do we do it?” On the other hand, a customer-first strategy requires rescaling the team to be able to grasp the customer’s needs and try to address their difficulties, rather than just talking about your solution and application.
With these two macro trends in play, it’s critical that we provide our sales teams with the market knowledge, process expertise, and platform knowledge they need to succeed at what they’re attempting to do.
According to Gartner, an average business salesperson uses at least 14 applications on a daily basis to complete their tasks. Sellers can leverage technologies like ZoomInfo, LinkedIn Sales Navigator outreach, and others even before they create an opportunity. Of course, it is contingent on the difficulties that they address for the company. However, there are a few standard applications that are used by all organizations and sales teams. Consider a customer relationship management (CRM) tool. Every organization will have a CRM tool to track prospects and keep the pipeline in control, followed by CPQ (Contract, Price, Quote Applications) and contract management solutions to keep the pipeline in check, invoicing, expense management software, commission tools, and finally, an HCM (Human Capital Management) application to get paid.
It’s not about mastering one of these applications, it’s about mastering them all. It’s also important to understand how to apply them to your company’s sales process. As a result, the level of intricacy is really high and it’s at this point that they need to be upskilled, not just when they first join the company. More significantly, as they progress through the organization’s complete sales cycle.
Let’s look at the primary salesforce adoption challenges every employee’s faces while using the application.
Salesforce makes it seem like a very normal application. But, we know a lot of companies that use Salesforce have very different instances based on their sales process. The reason for this is that every organization wanted to customize Salesforce functionality, which is understandable given that each company’s sales process is unique. Each business has its own workflow and it’s critical for them to make sure that the instance they’re utilizing is exactly what they need. But that presents a new set of challenges, I may have learned Salesforce at another organization, but I will utilize it nonetheless at my current organization.
Secondly, is the lack of ongoing training. Because a lack of continuous training leads to poor knowledge retention, an organization must move away from the event mindset. An event in this situation may be onboarding, which occurs when a person joins a company for the first time. We need to shift to a more continuous approach, where users may learn while doing their jobs, that’s commonly used in the learning and development community and referred to as learning in the flow of work.
A user shouldn’t have to set aside time only to make sure he is going to master this particular technology, it should be a part of my day-to-day job and routine. The third is distributed knowledge and content access. Because, at the end of the day, if I think about where I need to go to locate the correct information as a seller, whatever I discover is going to take a couple of clicks and a couple of platform logins to find that information. Knowledge and support should be readily available for a user to learn in the flow of work.
Learn how digital adoption platforms can help you optimize salesforce adoption and training.
You can use the digital adoption platform for a variety of purposes. It could be your supplier on the other side, consider your CRM applications, it could be a seller on the other side, consider customer-facing applications, it could be a customer on the other side that you want to ensure a positive experience on your platform. So, with the use of surveys, user feedback, tiny nudges, and even analytics on how the app performs and which parts of the app aren’t performing, digital adoption platforms can assist you in scaling training and adoption.
However, as time passes, you will see that the continuing support queries have decreased. Adoption, on the other hand, is something that goes along with it. When a traditional transformation is done such as training, you will see that adoption is significantly lower and slower and eventually, you get to a point where users have given up on the application and would prefer not to use it than try to learn it. Digital adoption solutions can help employees by enabling learning in the flow of work and subsequently making sure the software/technology adoption is achieved.
Krati Seth leads the sales enablement function at Whatfix. With over a decade of experience in business development, strategic alliances, and sales enablement, Krati brings a wealth of knowledge to the table.
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