A Framework for New Tools, Enablement and ROI
I’ve been kicking around an idea lately. This started with thinking about how my customers buy software, and then I realized that this idea fits nicely into team enablement too.
For example, when going through the sales cycle, I sometimes wonder, “How will this new customer know if they’re getting their money back from this purchase? How will they know if this is an effective addition to their toolbox/work?”
I, or our team, often times have to introduce this ROI and operationalization framework to the new customer and help them understand how to answer these questions.
Through this process, I’ve been considering an idea for a generalized framework for how to introduce a new tool/idea and make sure we get adoption and ROI. This framework could work just as well for team enablement, like introducing a new sales process or deck.
I’m posting my raw notes down below. Please don’t judge me too harshly if this looks a bit unfinished… because it is. 🙂
introduce and teach the new tool/process/etc
- Why do this. We need to convince the team at an emotional level that this is needed and how it’ll benefit them
- Tell what it is
- Features and functions
- Have a discussion and explain what this is, why we need it, the value behind it
- Let people ask questions
- Show how and when to do it
- Show people what you mean, give examples of how to enact this
test that folks understand
- Give a quiz or assign a task to verify that they paid attention and understand the new topic
- Could be a multiple choice quiz, assigned videos to watch, certification or an assignment like recording a video themselves
motivate people to want to do/learn this
- Humans are hard-wired to avoid change and stick with the known, comfortable thing. We need to motivate the team toward this new initiative/tool.
- Some initiatives/tools will automatically get people excited to engage, but that’s the exception and not the rule.
- Use the carrot or stick to motivate people to follow the new “thing”
- Carrot – a positive influence
- Recognition – Some kind of report/list with the people who are doing the best
- Reward – Contest with a reward for the people who are doing the new initiative/tool the “best”
- Gamification – a contest to award points based on success/participation of the new initiative/tool
- Stick – a negative influence
- Recognition – Some kind of report/list with the people who are falling behind
- Monetary – Deduct pay if not trying or succeeding
- Carrot – a positive influence
measure KPIs and verify adoption
- Launch the new initiative/tool but you need to make sure that people are A) using it and B) succeeding
- Keep people accountable
- Track if this is working via KPIs
- How do you make this measurement easy and meaningful
- Try to find automation to alert when people succeed or fall behind
- Could track this in SFDC or sit in on meetings, etc.
improve and iterate to make the next version even better
- No decision/initiative/strategy will be perfect on the first version; there’s always room for improvement.
- Learn from the team how well this initiative/tool is working.
- Collect this anonymously in case
- Collect in 1-1s to get that “unfiltered” perspective
- “If you don’t disrupt yourself, then someone will disrupt you”
And then Motivate –> Measure –> Improve into infinity. 🙂