Keep Users Engaged with a Salesforce Champions Programme

I’m the champion of the champions at my current job, and it’s a pretty great gig. I setup the Salesforce Champions Programme with a few goals in mind:

  1. To ensure champions actively help resolve issues.
  2. To increase overall user satisfaction.
  3. To have the champions help train users with a “train the trainer” approach.

Those sounds pretty cool, but how did I actually achieve them?

I select champions based on feedback from their manager and if they seem interested in how Salesforce works. If they’ve been asking lots of questions and giving our team feedback, they’ll be a good fit for the programme. They also typically aren’t managers.

I setup a private Chatter group for the Champions to get updates from me about new features and functionality. I also post in the group if there’s an issue affecting a number of users, to make sure they’re the first to know. Champions use the group to ask questions or suggest training topics.

We have monthly meetings where I share new live and upcoming features, they ask questions and give feedback, and I lead a training based on a topic they’ve chosen. Some of the topics we’ve covered are list views, email templates, mass emailing leads and contacts, reports and dashboards, Chatter, and Content. Recently the champions have been super into Trailhead and we work on a module together on laptops. Some of them have gotten really into it and hit the trails at home after work.

The meetings are a time for me to share my Salesforce enthusiasm with the champions and get them excited. A big part of this is responding to all their feedback and incorporating their suggestions into our ways of working. Recently one of the champions said that she doesn’t always have time to look at Chatter, but that she would like it more if it were more like an instant messenger. I got her setup on Chatter Desktop and now she’s chattering like a pro and we’re going to roll out Chatter Desktop to all users.

Things I’ve learned:

  1. Once a champions, not always a champion. People’s roles change and they might no longer have time to be part of the programme. Check in with champions and let them move on if they’re ready. There’s always new folks who will want to replace them.
  2. Empower the champions and give them the opportunity to shine. One of our champions got really into creating reports and dashboards for his team. I’ve made sure to highlight his achievements to his team and managers and thank him for taking the initiative to go beyond his job role.
  3. Respond to every bit of feedback in a timely way. Make their lives easier in any way you can.
  4. Treat the champions as department delegates. Make sure they’re communicating information to their teams and that you’re hearing everything they tell you.
  5. Communicate and then communicate some more. Make sure they know about any changes in Salesforce well before they happen.
  6. Have the champions help you with testing new features. They’ll learn about the development process and you’ll get their awesome feedback. This will help them when they train their own teams.

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