I was asked to help “improve adoption” of a brand new CRM in Salesforce for a specific sales community at my company. No research was done prior to standing up the new CRM. Over the course of two months I:
- Conducted 23 one-hour interviews with end users,
- Analyzed data manually and using an LLM to uncover other themes in anonymized interview transcripts,
- Drafted a new opportunity pipeline recommendation in consultation with our in-house Salesforce architect, and
- Delivered my full findings and prioritized design recommendations to leadership.
- Targeted recommendations that would improve the user experience of using the CRM for end users and lead to their increased usage of the CRM in line with sale leadership’s expectations.
In the coming months, I’ll update this post with metrics to see if adoption has improved after my recommendations were implemented…
Deliverables
There are four deliverables included here: a summary deck, a full report, my user interview guide with account executives, and the initial project charter. I created all of these deliverables solo.
