{"id":2515,"date":"2017-08-15T14:43:19","date_gmt":"2017-08-15T14:43:19","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=2515"},"modified":"2023-05-02T15:42:13","modified_gmt":"2023-05-02T15:42:13","slug":"salesforce-mastercard-learning-journey","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/salesforce-mastercard-learning-journey\/","title":{"rendered":"MasterCard Transformed Their Sales Training, and You Can Too"},"content":{"rendered":"<span style=\"font-weight: 400;\">\u201cIt isn\u2019t so much about learning as it is about <\/span><b>implementing and adapting <\/b><span style=\"font-weight: 400;\">over time\u201d<\/span>\n\n<span style=\"font-weight: 400;\">This is the sales training philosophy of Mastercard\u2019s Brian Gontarski. He gave a talk at <a href=\"https:\/\/www.walkme.com\/blog\/salesforce-what-to-pack-dreamforce\/\" target=\"_blank\" rel=\"noopener\">Dreamforce<\/a> titled, \u201cOur CRM Learning Journey: Strategies For End-User Enablement.\u201d During his session, he tackled a topic that presents a huge challenge for many enterprise organizations: CRM training.<\/span>\n\n<span style=\"font-weight: 400;\">At Mastercard, Gontarski supports sales training by providing the tools and resources they need to excel. <\/span>\n\n<span style=\"font-weight: 400;\">As he puts it, \u201cenablement is an ongoing, and often thankless effort.\u201d Yet, by changing the habits of the organization through implementation and adoption of the right technology \u2014 he was finally able to move the needle.<\/span>\n\n<span style=\"font-weight: 400;\">Here he shares his journey as part of the Global Talent Development and Sales Excellence Team, and how he worked to drive continuous, tech-empowered learning.<\/span>\n\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2519 size-full\" title=\"Digital Transformation\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/08\/quote-1-mastercard.png\" alt=\"sales training\" width=\"640\" height=\"182\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/08\/quote-1-mastercard.png 640w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/08\/quote-1-mastercard.png?resize=300,85 300w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/>\n<h2><span style=\"font-weight: 400;\">Consumption Learning (and why it matters)<\/span><\/h2>\n<span style=\"font-weight: 400;\">Gontarski&#8217;s job is to identify <a href=\"https:\/\/www.walkme.com\/blog\/interactive-elearning\/\" target=\"_blank\" rel=\"noopener\">eLearning technology<\/a> that drives sales efficiency. Meanwhile, he also pioneers better ways of conceptualizing software training. <\/span>\n\n<span style=\"font-weight: 400;\">It is worth mentioning that Mastercard has a diverse employee population. Employees differ in age, background, culture and geographical divide. This means the solutions and concepts Gontarski implements must be able to translate and scale across the globe. <\/span>\n\n<span style=\"font-weight: 400;\">He describes the two different approaches he used to tackle sales training: <\/span><i><span style=\"font-weight: 400;\">completion learning<\/span><\/i><span style=\"font-weight: 400;\"> and <\/span><i><span style=\"font-weight: 400;\">consumption learning<\/span><\/i><span style=\"font-weight: 400;\">. This framework is important in understanding MasterCard\u2019s training initiatives. &nbsp;<\/span>\n<ul>\n \t<li style=\"font-weight: 400;\"><b>Completion learning<\/b><span style=\"font-weight: 400;\"> refers to the traditional form of learning. The learner receives a training module takes a test, and \u201ccompletes\u201d that step. It banks on the idea that once a student has passed, they are articulate in a certain body of knowledge.<\/span><\/li>\n \t<li style=\"font-weight: 400;\"><b>Consumption learning <\/b><span style=\"font-weight: 400;\">is the modern, fluid counterpart. It is on-demand and dictated by the learners\u2019 wants and needs. A user who shows interest in a specific skill might turn to a YouTube video or informative blog post.<\/span><\/li>\n<\/ul>\n<span style=\"font-weight: 400;\">It is imperative to incorporate both angles when creating a sales training program. Completion learning already has a seat at the table, but newer consumption learning is more challenging to implement. Gontarski and his team set out on mission to bring consumption learning into their software training.<\/span>\n\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2520 size-full\" title=\"Digital Transformation\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/08\/quote-2-mastercard.png\" alt=\"sales training\" width=\"640\" height=\"182\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/08\/quote-2-mastercard.png 640w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/08\/quote-2-mastercard.png?resize=300,85 300w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/>\n<h2><span style=\"font-weight: 400;\">Mastercard\u2019s Learning Journey<\/span><\/h2>\n<span style=\"font-weight: 400;\">Mastercard\u2019s Salesforce training has evolved significantly alongside digital innovations. Gontarski recounts the different methods they employed over the years \u2014 what worked, what didn\u2019t and why.<\/span>\n<h3><span style=\"font-weight: 400;\">Salesforce Bootcamp <\/span><\/h3>\n<span style=\"font-weight: 400;\">During the dark ages of digital transformation, training took place in a classroom. Trainees were given a packed itinerary spanning from 8am to 5pm. Being face-to-face with students had two major benefits: a sense of corporate responsibility and the ability to adapt. Meaning, employees had to show up and the instructor could modify his or her lesson according to the classroom needs.<\/span>\n\n<span style=\"font-weight: 400;\">Gontarski notes this method was logistically taxing and lacked scalability. For an organization like Mastercard, with offices in over 200 countries, it was simply not sustainable.<\/span>\n<h4 style=\"text-align: center;\"><i><a href=\"https:\/\/www.walkme.com\/pages\/salesforce-walkmeblog-corporate-007-l\/\/?eco=salesforce&amp;adin=mastercard-salesforce-learning-journey-ll01&amp;land=salesforce-walkmeblog-corporate-007-l&amp;pitch=Employee-Productivity\" rel=\"\">Use WalkMe\u2019s step-by-step guidance to make Salesforce training easier than ever.<\/a><\/i><\/h4>\n<h3><span style=\"font-weight: 400;\">Virtual Classroom<\/span><\/h3>\n<span style=\"font-weight: 400;\">Webinars were Mastercard\u2019s next step on the training ladder. They required little logistical planning and employees could watch them live from all over the world. This however, brought about new and interesting challenges.<\/span>\n\n<span style=\"font-weight: 400;\">As a result, Webinars were under-prioritized. An employee could sign up for the course and not be required to show up. Without metrics for engagement it was impossible to gauge the usefulness of the program. These factors made it difficult to determine what employees were actually learning.<\/span>\n\n<span style=\"font-weight: 400;\">Another problem was the pressure it put on employees to apply material from theoretical lessons to the Salesforce application independently.<\/span>\n\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2521 size-full\" title=\"Digital Transformation\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/08\/quote-3.png\" alt=\"sales training\" width=\"640\" height=\"182\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/08\/quote-3.png 640w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/08\/quote-3.png?resize=300,85 300w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/>\n<h3><span style=\"font-weight: 400;\">Learning Pathways<\/span><\/h3>\n<span style=\"font-weight: 400;\">A shift in thinking brought about a new sales training paradigm for Mastercard. Instead of spoon feeding Salesforce training, \u201cwe evolved to talking about ideas and concepts and fields that are really complex,\u201d but the training as a whole is self-paced.<\/span>\n\n<span style=\"font-weight: 400;\">To start, they created learning pathways on a platform called Degreed. This \u2018build your own Salesforce adventure\u2019 allowed employees to pick and choose between modules and learn at their own speed. Pathways brought Mastercard one step closer to consumption learning, but not all the way there. <\/span>\n\n<span style=\"font-weight: 400;\">This method required extensive maintenance. Each time Salesforce was updated, the training materials had to be reconfigured. Another issue Mastercard experienced with this method was lack of live guidance. As a result, employees who ran into problems were flocking to the helpdesk with tickets.<\/span>\n<h4 style=\"text-align: center;\"><strong><a href=\"https:\/\/www.walkme.com\/pages\/salesforce-walkmeblog-corporate-000-m\/?eco=salesforce&amp;r&amp;adin=mastercard-salesforce-learning-journey-ll02&amp;land=salesforce-walkmeblog-corporate-000-m-&amp;pitch=Employee-Productivity\" rel=\"\"><em>Instantly simplify Salesforce with WalkMe\u2019s on-screen support. Try it today for free.<\/em><\/a><\/strong><\/h4>\n<h3><span style=\"font-weight: 400;\">Consumption Model<\/span><\/h3>\n<span style=\"font-weight: 400;\">\u201cOur most recent development is to put the learning right in Salesforce.com and <\/span><b>here is where we cracked consumption.<\/b><span style=\"font-weight: 400;\">\u201d <\/span>\n\n<span style=\"font-weight: 400;\">Mastercard adopted WalkMe to <a href=\"https:\/\/www.walkme.com\/blog\/employee-training\/\" target=\"_blank\" rel=\"noopener\">improve training<\/a> stickiness. WalkMe differs from previous training methods in that it delivers assistance in context, and is available on demand. The user does not have to leave Salesforce\u2019s website. Gontarski notes that, \u201cWalkMe is like having a coach standing right behind you giving step-by-step instructions.\u201d<\/span>\n\n<span style=\"font-weight: 400;\">WalkMe is used by Mastercard to drive sales productivity in a variety of different ways:<\/span>\n<ul>\n \t<li style=\"font-weight: 400;\"><b>To trigger actual workflows: <\/b><span style=\"font-weight: 400;\">Start off a chain of action that will get the user where they need to be.<\/span><\/li>\n<\/ul>\n<ul>\n \t<li style=\"font-weight: 400;\"><b>To Provide guidance:<\/b><span style=\"font-weight: 400;\"> Support that is always there on-demand.<\/span><\/li>\n<\/ul>\n<ul>\n \t<li style=\"font-weight: 400;\"><b>To ensure data quality<\/b><span style=\"font-weight: 400;\">: The system can sense when there is data missing and will prompt the user to improve the record.<\/span><\/li>\n<\/ul>\n<ul>\n \t<li style=\"font-weight: 400;\"><b>To test pilot technology:<\/b><span style=\"font-weight: 400;\"> Instead of building a whole training program around new tech, WalkMe offers a quick, effective way to make the most out of pilots.<\/span><\/li>\n<\/ul>\n<span style=\"font-weight: 400;\">Rich analytics and insights further differentiate WalkMe\u2019s solution. <\/span>\n<h3><span style=\"font-weight: 400;\">In-app<\/span> <span style=\"font-weight: 400;\">Blended Experience <\/span><\/h3>\n<span style=\"font-weight: 400;\">Today Mastercard uses a blend of all these learning methods, with WalkMe at the core of their sales training strategy. <\/span>\n\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-2522 size-full\" title=\"Digital Transformation\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/08\/quote-4-mastecard.png\" alt=\"Digital Transformation\" width=\"640\" height=\"182\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/08\/quote-4-mastecard.png 640w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2017\/08\/quote-4-mastecard.png?resize=300,85 300w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/>\n\n<span style=\"font-weight: 400;\">WalkMe allows Mastercard to finally bridge consumption model through a contextual training experience. As other department heads heard about the successful learning program, the use of WalkMe began to spread to other platforms such as Workday\u00ae and Oracle\u00ae solutions. The expansion of WalkMe across multiple SaaS products is beneficial for the organization as a whole since it offers &nbsp;a unified learning experience to employees.<\/span>\n\n<span style=\"font-weight: 400;\">Gontarski explains, \u201cThe way you experience WalkMe in Salesforce is similar to the way you experience it in Oracle\u00ae and Ariba\u00ae. No matter what task you are performing, you never have to relearn how to learn.\u201d<\/span>\n\nCheck out the video below to learn more.\n\n<iframe loading=\"lazy\" title=\"How Mastercard leverages WalkMe to Scale Across Platforms\" src=\"https:\/\/player.vimeo.com\/video\/190080380?dnt=1&amp;app_id=122963\" width=\"640\" height=\"360\" frameborder=\"0\" allow=\"autoplay; fullscreen; picture-in-picture; clipboard-write\"><\/iframe>","protected":false},"excerpt":{"rendered":"\u201cIt isn\u2019t so much about learning as it is about implementing and adapting over time\u201d This is the sales training<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":2516,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[89],"tags":[227,188,153],"class_list":["post-2515","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digital-transformation","tag-sales-training","tag-salesforce","tag-wmb-dt"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - 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