Include User Adoption in the charter of the Salesforce Center of Excellence (COE)

Centers of Excellence (COEs) are set up for championing the use of Salesforce technologies within the organizations. COEs are best positioned as hubs of expertise that set the framework for driving adoption & realizing value out of your Salesforce investments, in addition to planning & architecting solutions.

Staff the COE with specialists for focusing on user adoption. User Training, Communication Plans and Business Process Improvements are areas that they could champion. Such roles include Business Architects and Change Management Specialists.

The enterprise wide Salesforce COE can drive specific user adoption related activities with both enterprise-wide benefits and benefits to individual projects:

• Communication Plans
• Leverage best practices in training methods and curriculum design
• Demonstrate and estimate returns from Business Process Improvements enabled by Salesforce