Through understanding behaviours, communication, and individuals better, we can maximise user adoption for our salesforce projects. Using the NLP tool of Logical Levels we can think about 6 ways to appraise and sense check whether your Salesforce implementation project is going to sink or swim.
The ‘logical levels’, first proposed by Robert Dilts, are often used in Neuro-Linguistic Programming (NLP), but also provide a helpful structure when examining what’s happening in any individual, group or organisation. They define six levels of thinking or situation: environment, behaviour, capability or competence, beliefs, identity, and spirituality, and are visualised as a hierarchy. Using these six levels, we can identify where there are issues and how we should address them.
The Logical Levels Model is a great exercise to assess the reality of any situation be it an individual, organisation or project, from 6 different perspectives to identify where problems might lie. Let’s take a look at how the model can help you assess why a salesforce CRM solution didn’t get adopted or to flag where risks might lie at during your new implementation project.
The NLP Logical Levels
We work through the Logical Levels from the ground up. Here are some example questions to ask yourself as you move through the levels.
Do the team have the necessary equipment, internet access and technology infrastructure to use Salesforce as they need to. For example, if they spend time out of the office can they input or access the necessary information easily via their phone or tablet? Has mobile been set up to work for them?
This is about the activities that people do and whether Salesforce has been aligned to enhance and help them deliver their activities in an improved way. If you have mapped out, customised and improved their processes using Salesforce and they believe it’s adding value, then you are onto a winner. If they have been spoon-fed an out of the box solution that doesn’t align with their day to day activities then it’s like to fail.
Do they know how to use Salesforce? Have they been given adequate training to prepare them to use the system to deliver in their job role? How confident are they? Are they using it in the right way? Do they know it’s potential and how to give feedback on additional enhancement or feature requests?
Values and Beliefs
Do the users know why they are using Salesforce? Do they see, believe and understand the benefits for the themself, their team and their organisation? Are they aligned with the values and the overall vision of success?
What are people’s perception of Salesforce as a tool? Do they see the CRM as the living beating heart of the organisation that enables everything to function, or do they see it as an extra admin activity that they need to do every day? Some organisations even give Salesforce a name to strengthen its importance and role in the organisation.
Does the company consider themselves to be a leader in the digital transformation space? Do they strive to evaluate and showcase their digital success? Do they see themselves as a trailblazer, customer success story and part of the salesforce customer ecosystem that is reaping rewards from being innovative, forward thinking and customer focussed?
Minimise the risk of your Salesforce project failing by checking these six key ingredients are in place. From my experience it’s a fair bet that one or more of these elements are missing if the CRM doesn’t get adopted by a team.
These tips are from Heather’s Coaching and Consultancy Training Courses.