Posts

Using Gamification to Improve CRM Engagement

2137737248_318e717653_oEncouraging employees to adopt a new technology within any organization can be challenging. Significant time and money is invested into a Customer Relationship Management (CRM) system to be set up specifically to meet a company’s requirements. The CRM is a key sales tool for tracking potential and existing customers. It is crucial that data is entered accurately and in a timely manner in the CRM system. This data will be used in making key business decisions within the company.

 

An organization knows that in order to see the returns on their investment in a CRM system, a variety of measurements and ways to encourage and motivate the employees to use the system need to be in place. Some approaches to encourage and motivate an employee are more effective than others, but how is one supposed to choose which approach is the best.

CRMGamified has modernized an old approach by leveraging gamification mechanics and applying it to human behavior. Gamification is designed to overcome existing obstacles that prevent or hinder employees from adopting a new technology. It promotes human behaviors that will lead to increasing the quantity and quality of customer data.

Problem Statement

More than ever, companies are implementing CRM systems. The gathering of customer data can be a key deciding factor in a company’s initiatives and direction it takes in developing and selling its products. The data needs to be entered by employees who have customer facing roles accurately and in a timely manner.

Problems start when data is not being entered or it is not entered accurately. There are many reasons why a user does not enter the data. The following is a summary of some of the challenges a company has when trying to encourage an employee to adopt and use the CRM.

6914441342_775b4ab9a7_oData Entry

After a CRM system is implemented, data needs to be added to the system to create the reports required to facilitate decisions. If a user is asked to add data and they do not understand why this data is being entered or how it will be used to make corporate decisions, the data entry will get de-prioritized over other work that is perceived as more important.

Accuracy of the information

Data is being entered into the CRM system, but what is the quality of the data being inputted. Perhaps there is some uncertainty among the sales people as to the type of information that should be entered or the information is too general. When the time comes for a decision to be made about a customer, there may not be sufficient data to make an informed decision.

Lack of involvement of in the CRM project,

When the key users of the system are not involved in the initial stages of the CRM project, the CRM may not properly take into account the work processes in place. The CRM is supposed to facilitate work and decisions not hinder them. Certain decisions may have been made that the user may not understanding. The end result is resistance to using the CRM or feeling that the CRM creates more work for them by not incorporating their feedback into the project, a great way to get their buy in is from the start of the CRM implementation.

wipe-97583_960_720Regular cleanup of the data to remove redundancy

Poorly entered data could generate redundant data and create inaccuracies in the CRM reports. Data needs to be reviewed periodically to remove any redundant records. Regularly cleaning up the data ensures the quality of the data.

Training

Training is essential for the adoption of the CRM. If a user does not know how to use the CRM, the data will be entered incorrectly. Follow up training is necessary to cover any new or revised work processes. Users may feel attending the training not necessary and may want to focus their efforts on selling. This type of thinking impacts the quantity and quality of data.

There are many tactics that can be utilized to encourage and motivate employees to use a CRM system. This white paper explores the use of gamification as one tactic to motivate a user and improve the quality and quantity of data entry in a CRM system.”

The CRM Gamification Solution

iconFooterThe implementation of a recognition and reward system encourages and motivates employees to use the CRM system. Ultimately you want to reward and recognize desirable behaviors. Achievement and recognition are the top two motivation factors. These factors need to be in place for an employee to have satisfaction at work. The reward system can use points, badges, rankings, leaderboards, levels, missions, and real-time feedback to motivate and reward employees for their efforts.

What is Gamification

This is where the use of gamification tactics come in. Gamification is taking an activity that is perceived as dull and uninteresting and injecting some fun into it. Gamification uses game design techniques to motivate people to achieve their goals. It is about taking an application and applying game mechanics to make it engaging. It is used to reward users for their contributions.

Where to Apply Gamification in CRM

Gamification can be used to encourage behaviors that you want users to adopt. Include gamification in your sales methodology. For example, if a sales person makes a new contact, this person receives 1 point. Make a new contact in one of your target accounts, obtain 2 points. If a person makes x number of sales calls, this person receives three points.

Create some healthy competition by using a leaderboard. Post the names of sales people and their sales by highest sales first. The people with the lower sales numbers will want to catchup and even surpass the leader.

Create levels, for example Bronze, Silver, and Gold. Different rewards can be established at each level.

Why Gamification Works

Gamification works because it motivates employees to embrace CRM as a tool to facilitate their daily work. People like to play and compete in games. Gamification to CRM systems does just that. The more badges and points that a user has, this user is perceived as the guru of the CRM system. This user becomes the go-to person. Gamification creates that award system to recognize a person for their achievements

Having accurate data entered in a timely manner is crucial to a company’s CRM system. The CRM system is a key tool to facilitate decisions for customers. Without good data, effective decisions cannot be made.

Gamification is one tactic to ensuring that the necessary data is entered and is an effective means to motivate users by rewarding and encouraging specific behaviors to generate sales success.

Gamification takes advantage of human nature such as the desire to be acknowledged and rewarded for achievements. It plays on an individual’s competitive side by motivating them to try and be the best.

logo_motivation

Hurrah

Hurrah! and Motivation Engine are software programs to help sales managers effectively use gamification within their companies to encourage effective data entry and the best behaviors to achieve sales success.

For more information Contact Us

Boston Celtics Crashing the Sales Boards with Hurrah!

^69972C1013CD44DD0A705EA0F142E76F9BF9C78E2B1341FE90^pimgpsh_fullsize_distrThe Boston Celtics, the most successful NBA franchise with 17 championships – more than any other NBA club – has relied on both its historical legacy and modern technology to achieve sales growth.

The Celtics sales team knew about respecting the trust of the fan
and bonding season ticket holders with the team long-term as a
priority, but measuring sales and encouraging the sales group was another story.

 

CLqkB-uXAAAieIA

Hurrah! Live in the Boston Celtics Offices

 

See how Hurrah! became an exciting tool to develop their own sales tournament!

Download the Case Study Here 

Dopamine: How Gamification helps its production making us healthier?

Dopamine is a neurotransmitter. It is a chemical messenger originated from a nervous termination that interacts with a specific receptor to produce different physiological responses helping in the transmission of signals in the brain and other vital areas.

Dopamine is found in humans as well as animals, including both vertebrates and invertebrates.

 

How it works?

This neurotransmitter’s main functions are promoting mental energy, improve attention, impulse control, motivation and determination. When there is a deficient production of dopamine the results are translated in fatigue, dizziness, high desires of sugar or coffee, weight gain, attention problems, decrease of sexual desire and impulse control.
A recent study done by the MIT reveals that dopamine is also the neurotransmitter responsible of motivating us in
the most difficult moments, under a promise of “reward”. This study was made in a population of rats, scientists explain this findings are applicable in the same way with humans.

The results showed that when the rat was approaching an objective or a distant prize the dopamine production increased, this can be seen with Parkinson patients where dopamine is affected and there is not enough motivation to reach objectives or long tasks.

 

Games and Dopamine

d2Dopamine Involved in learning and feelings of reward, is released in the brain’s striatum during game activities strengthening the brain cell connections underlying memory and learning, which is why games can be put to educational and therapeutic uses.

Game strategy applications have an appeal that crosses many demographic boundaries, such as age, gender, ethnicity, or educational attainment. Besides being fun and stimulating, they can be used to help set up goals and rehearse working towards them, maintain a record of behavioral change, provide reinforcement, feedback and self-esteem.

Encouraging play, creates excitement and a more lighthearted work atmosphere that in turn stimulates employees to take more creative risks.

 

How Gamification is helping?

The reasons why people play are very punctual. In a survey made by the CRMGamified team to relatives and coworkers, the answers where centered in these specific reasons:

  • Socializing: Relationships between players are stronger because entertainment can foster trust, empathy and compassion. It is a perfect way of making new friends and breaking the ice in any situation of shyness.
  • Stress relief: Play releases endorphins, the body’s natural feel-good chemicals. Endorphins promote the sense of well-being and can even relieve pain.
  • Revitalizing: As the famous Irish Nobel Prize winner George Bernard Shaw said, “We don’t stop playing because we grow old; we grow old because we stop playing.”
  • Brain challenges: Playing brain skilled games help prevent Alzheimer and improve brain functionality. Playing games with relatives, co-workers or friends help ward off depression and stress.
  • Creativity: The best way of learning something as children or adults is by playing. A fun task turns into an easy task immediately, stimulating imagination, and improving problem resolution.

 

d3Sports and Dopamine

Athletes are likely to have one thing in common: Higher levels of dopamine.  The habit of regular workouts, push them to perform way better than in their last workout. Better known as the brain’s “reward center”, dopamine is essential for concentration, quick reaction time, focus, and what’s most important, good moods.

 

 

 

d4Food and Dopamine

A balanced diet is a very important step to improve dopamine production, the neurotransmitters are produced from amino acids and these require vitamins and minerals, so the diet must be rich in proteins such as those found in meat, fish, vegetables, beans, eggs and soy.

 

 

 

Work and Dopamine

To determine the consequences of stress during work we should understand the difference between positive stress and negative stress. In both cases there is an emotional condition that models working attitude and effectivity.

Positive stress enhances productivity and performance, while negative stress does completely the opposite. Knowing dopamine is produced in very high levels when a sensation of reward and recognition is present we should be aware that a negative stress will trigger the results we want to avoid.

So how can we turn negative stress into positive stress?

After all the necessary research needed to develop a successful solution, CRMGamified combined two motivation methods proven to work together or separate depending on the needs of the company.

 

crmg-02CRM Gamified Motivation Engine Brings the excitement of a sales contest accomplishing goals and having immediate rewards through a simple game platform full of points, levels, badges, challenges under a friendly and precise colorful architecture linked to MS Dynamics CRM.

 

crmg-03crmg-06

 

 

image_thumb.pngHurrah! Shows the information registered in MS Dynamics CRM that can also be measured by CRM Gamified Motivation Engine, in a live slideshow exhibited in TV screens around the office with a rewarding experience of customizable videos, sounds, music, pictures and events recognizing the achievements of teams or individuals.

 

 

Webinar Recording

Slide1

 

 

 

 

 

 

This technique links work responsibilities with an entertaining game/competition experience, activating an increased production of dopamine thus a positive physical response, showing non-detectable results of work overwhelming or burnout.

 

logo (1)

 

S.M.

 

What do Sales Managers hope to find when implementing a CRM platform?

Implementing a CRM system in an organization has two clear purposes: One: increased actionable data, and Two: insight into successful business processes. With CRM, managers are able to measure and evaluate actions that take place in the sales process and then do something about those actions to increase sales and motivate key behaviors. Here are some changes Sales Managers hope to find when they implement a CRM System:

Stronger Alignment with overall Sales Strategy

When sales, marketing and customer service share a common CRM platform, Sales Managers hope they’ll speak the same language. Departments across the organization would be able to work towards the common sales goals. Having a common CRM platform should improve the successful cohesion between all these groups.

Improved Customer Interactions

Customers respond positively to a personalized experience. CRM platforms have to allow you to quickly find customer information, recall their needs and provide them excellent and efficient service. With improved customer interactions new and repeat sales become easier.

Fast Response to change because of actionable data

Sales Managers gain access to accurate and timely data, and can make changes quickly, except the data isn’t always uploaded correctly, CRM platforms must have an easy and friendly way to enter data, but that’s not always the case.

So, what next?

These purposes are not always easily achieved. Sales Managers face a big challenge when they don’t find or can’t get what they expected from their new implemented CRM platform.

So, how do they really get the most out of their CRM platform? Why are these goals not achieved? Usually Sales Managers come across a wall, and that’s the fact their team is not adapting to the system, it is not entering data regularly, still uses spreadsheets and therefore data in CRM is outdated, departments don’t seem to speak the same language as expected, repeat sales are still hard to achieve, and Managers are still wondering if their CRM platform will have a fast and effective ROI.

The answer is yes! it will. This is where gamification add-ons will help Sales Managers like you finally get the most out of your CRM. The simple fact of adding some Gamification key elements will radically change the way users see CRM, your team will not see it like something that is dull and, at an individual level, pointless, anymore. Rewards and recognition will be key at aligning the goals you have as a Sales Manager to the individual goals of team members and global goals of the organization.

With proper design, gamification can tackle business process challenges such as creating a culture of continuous improvement, sharing best practices and having process visibility. Furthermore, gamification provides continuous public measurements for process activities which in turn provides timely feedback for both employees and management. Last but not least, gamification can stand as a comprehensive strategy to achieve desired business outcomes.”

Debbie Rea, Global Account Manager from her Whitepaper Gamification for Executives, you can download it here.

The solutions we offer at CRMGamified: Hurrah! Leaderboard and our Motivation Engine will help you in applying these key elements from gamification to get what you expected from your CRM, increase and speed ROI and improve CRM user adoption:

  • Hurrah! delivers performance data in near real time and displays results in your preferred format: leaderboards, dashboards or dynamic values. You can choose to trigger key events and showcase them. More information on why others have chosen Hurrah! in our “Top 9 reasons to choose Hurrah! Leaderboard
  • Our Motivation Engine is an easy to install add-on designed especially for Microsoft Dynamics CRM, aimed at inspiring the key behaviors that drive more sales, generating actual business results, better CRM data quality and CRM user engagement. Learn more about CRMGamified Motivation Engine.

What challenges do you think Sales Managers face when adopting a CRM platform? Leave your comments below.

How using Gamification helps Call Centers Improve Performance

 

The job of a call center agent can be tough.  As a manager of a call center, you need to help agents deliver competent or more importantly high quality service in an efficient way. We all know it is a big challenge but not all of us know HOW it can be accomplished.

Luckily, we have some ideas!  The key strategy is Gamification, a concept you have probably heard about. Gamification has been proven to work well in call centers. It helps managers identify and measure KPIs while motivating and rewarding agents for performing those key activities that lead to success.

Let’s bring this down to earth.  Some key activities in a call center may be:

  • Making Outbound phone calls to sell products or services
  • Making Outbound phone calls to manage accounts and secure renewal or retention of customer
  • Handling incoming phone calls or inputs from various sources to provide customer service
  • Carry out a debt management function
  • Making Outbound phone calls to research customer and support sales process

Gamification allows you to measure and improve activities like number of phone calls, or incidents closed, or revenue collected, which are metrics you have identified as essential for success.  Immediately sharing and displaying these metrics, provides agents with a clear idea of the importance of their goals to the organization, how they are tracking against those objectives and what to do to improve.  They will also receive immediate public recognition for a job well done.  Appreciation costs little and is considered the best motivator, especially in challenging work environments.

Commonly used strategies and traditional contests provide short term results and sometimes cause backlash. They differ from gamification in that they do not permanently change business habits or engage the worker with the goals of the organization. The are rarely tied to the technology already in use.  Also, applying gamification strategies is not merely about rewarding individuals to cause a change in behavior. It is also about analyzing and using data to define strong business strategies.  It’s a WIN-WIN for both the worker and the organization. Gamification will help agents stay motivated and strive to improve performance over time, while providing the organization increased data, revenue and overall success.

 

 

 

 

 

Creating a memorable experience by An Coppens

Gamification in my view is all about creating memorable experiences. Most of us will remember an awesome win, a feel good moment, a company that valued us, an element of surprise, also we remember the big losses and epic fails as well as the not so nice ‘oops’ did that just happen or did I just do/say that moments. Our life and our behaviour is shaped by these experiences and may even determine our actions next time we encounter a similar decision.

 

It is no surprise therefore that gamification can be built on both the positive I might gain something positive or I am trying to avoid something negative types of experiences. Both have interesting game mechanics attached such as on the positive side for example a potential to win a prize, become part of an exclusive club, earning extra points or other rewards. On the loss avoidance side examples are count down timers, losing points or rewards, not earning a bonus, missing out on the best deals, in games losing a life or running out of lives.

 

Great organisations actively build experiences and think of opportunities to impress you as a customer (and hopefully also as the employee, in my view both are equally important). They invite you in to their way of thinking and then make you enjoy the process. A company that I believe has managed to create an amazing customer experience is Apple. They clearly share their vision of well-designed goods and if you have an issue there is always a way to resolve it. They went a step further and have actually managed to create tribes of fans, who are doing the selling on their behalf. As a Mac user (phone, mp3, tablet and computer) I have been guilty of sharing my positive experience with the genius at the Mac bar with whom I had a date to fix a poorly behaving Mac. Their policy of return without quibbles is not the usual story in this industry. But their experience is mad up of lots of little potential moments where they can impress.

 

How can you create such an experience?

  • Decide about the type of experience you want it to be
  • Look for input from your front-line staff to hear what makes the customer tick and where possible ask your customers too
  • Create a strategy on how you will make each impact moment count, how do you want to make people feel (delighted, surprised in a positive way, satisfied, etc.)
  • Train your teams on how they can make it happen and encourage them with gamified steps to make it happen and keep up the good work
  • Make it inclusive for both customers and employees
  • Roll out your experience and continue to tweak it until it feels right and ensure it stays right
  • Make the process fun!

 

Written by An Coppens – Chief game changer at Gamification Nation Ltd

www.gamificationnation.com

Download our free ebook: Gamification in Business from http://bookboon.com/en/gamification-in-business-ebook

 

Follow us on Twitter

Like us on Facebook

Follow us on LinkedIn

Follow our boards on Pinterest

Follow our Channel

Follow us on Google+

Download our free ebook: Gamification in Business 

 

 

 

Why Wait for Sales Success?

I often hear from clients that they are in the midst of their CRM upgrade and they feel it’s best to wait until after deployment to implement gamification and productivity solutions.  Of course, I understand that everyone is busy and technology implementations require attention.   And while I appreciate that resource and time management are issues, I always hang up the phone wondering why anyone would wait to increase success and revenue!  After all what is more important than making more sales?  Right now!

CRMGamified’s Motivation Engine & Hurrah! Leaderboard are designed to simply and unobtrusively energize sales and service personnel. Gamification as a productivity solution takes advantage of human nature and our need to climb the ladder of success or at least not live on the bottom rung! Solution implementation can be done quickly and results are seen within days.  It’s true.  As soon as you reveal individual and group performance, we’re all immediately engaged and begin to focus on the task at hand.  The incremental increase in activities adds up to sales and revenue.  Its’ that simple.

In addition to immediate success results, it has been my experience that those who deploy a new version of CRM simultaneously with CRMGamified tools have great success throughout the process of introducing a new environment.   Two benefits to the organization for the price of one.

Sometimes, we get bogged down in our Things to do list, without looking at the bigger picture, our goals to increase revenue, profitability and grow our business.

So I ask you….Why Wait?!

 

 START NOW! Contact us!

 

 

 

AlfaPeople MiddleEast and CRMGamified® has today confirmed their CRM user adoption obsession

AlfaPeople MiddleEast and CRMGamified® has today confirmed their CRM user adoption obsession

Dubai, UAE

 

AlfaPeople MiddleEast has today announced its strategic partnership with CRMGamified®.

AlfaPeople MiddleEast has a long tradition of keeping Dynamics CRM simple and driving user adoption as a pre requisite to a successful deployment. AlfaPeople are excited at the opportunity of bringing CRMGamified® to their new customers to drive user adoption and ownership.

CRMGamified® is a specialist in applying gamification in CRM through its groundbreaking add-on solution to Microsoft Dynamics CRM. Gamification is mostly about fun and recognition; it has positive effects on user adoption and inspires people to use CRM.

 Anas Al Khalili, Managing Director AlfaPeople MiddleEast stated: “We are incredibly proud of our customer satisfaction and their feedback, the addition of CRMGamified® to our impressive ISV program will have a very positive impact on our user adoption program.”

 Alejandro Morales, CEO CRMGamified® added: “We are delighted that we have been chosen to partner with AlfaPeople leader in the CRM Online space. Our solutions will greatly enhance their offering in quest for happy, engaged customers.”

 

About AlfaPeople MiddleEast

AlfaPeople MiddleEast is one of the largest global Microsoft Dynamics® Partners and leading Microsoft Dynamics CRM supplier, 2014 Inner Circle Member and the President’s Club member since 2005. With operations in 14 countries is the ideal Partner choice for international companies. AlfaPeople team is passionate and committed to providing you with the best of our acumen and business expertise to help your business become more profitable and improve customer relations.

 

About CRMGamified®

CRMGamified® is global leader in delivering gamified business solutions with a strong emphasis on user adoption. Through our Award winning CRMGamified® technology products, our customers are able to get more out of their Microsoft Dynamics CRM technology thereby improving user performance and productivity while achieving the organization business objectives and goals.

 

For Additional Information:

Abhinav Saxena – +971 55 2900760 – abh@alfapeople.com

Karel Tamchyna – 716 240 2496 – karel@crmgamified.com

Hurrah! Leaderboards Demo

Portfolio Items