Driving Adoption of Salesforce.com—A Blended Learning Strategy Case Study

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Online Forums 2015 - February 25, 2015
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Nancy Pruner

Sr. Instructional Designer
Pitney Bowes

Five hundred sellers at Pitney Bowes needed training on their new CRM system, Salesforce.com, but sales leadership wanted only limited face-to-face training time so as to not to take away from selling time. Pitney Bowes wanted Salesforce.com to be THE global single system, so a major goal and mantra for the project was, “If doesn’t exist in Salesforce, it doesn’t exist.” Their existing CRM system was highly customized, adoption and use of the system varied widely, and alternative workarounds to the system (such as Excel spreadsheets) were common.

In this case-study session, you will discover a blended learning strategy that included using the CRM itself as an effective learning environment. Major system implementations need a comprehensive learning strategy, and analysis of learning for new systems should include an analysis of the system itself as a learning enabler. You’ll learn how the learning components included eLearning games, social media, and bite-sized mobile-performance support, all within the CRM. This blended strategy allowed an on-time launch of the system and ongoing performance support, and Salesforce.com’s robust reporting of an object within the system allowed for metrics on usage of materials for content curating and archiving.

In this session, you will learn:

  • How to look at a system’s capabilities to leverage as a learning environment
  • How to prioritize learning components based on business constraints and demands
  • How to choose appropriate learning-development tools
  • How to design a sustainable strategy for execution and continuous improvement

Novice designers, developers, and project managers who have basic instructional design and development skills and interest in the use of social media.


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