Sales Contests Do’s and Don’ts: How to Create an Awesome Competition to Encourage Your Sales Team

When used effectively, sales contests are a great tool to inspire the team, boost productivity and achieve new levels of employee satisfaction. In the following post, we’ll openly share our knowledge of the subject. Ready to learn all the do’s and don’ts of sales contests?

A recent study conducted by Deloitte illustrates the importance of using competition strategically, specially when it comes to stimulating the always elusive millennial generation.

According to these results, in organizations with high levels of employee satisfaction, millennials have a great tendency to report a culture of mutual support. Also, these same millennials report a friendly fun environment and a strong sense of purpose beyond financial reward.

But let’s cut to the chase and discover the best and worst practices for organizing successful sales contests.Sales Contests Do's and Don'ts

1 – Align Metrics with Business Objectives

One of the main reasons why badly designed sales contests usually go stale is because of misaligned metrics. Any sales contest you create must have 2 to 4 high-level goals that coincide with the organization’s executive strategy.

Thanks to gamification driven software like Hurrah!, it is easy to leverage multiple KPIs that include both activity metrics. Metrics such as calls made and emails sent, as well as objective metrics like new meetings set, contracts sent and deals won.

2 – Use Social Media to Your Advantage

If your last few sales competitions have failed to inspire your team, it’s highly possible that communication mistakes were made along the way.

One of the best solutions to this problem is using social media to your advantage. After all, what makes a millennial tick more than a bunch of likes on an Instagram post?

Get creative and share all the great progress and celebrate the contest winners through social media channels.

3 – Think About Real Incentives

It’s essential to consider the expectations of the sales team that participates in the contest. Like we said before, it’s not all about the cash or bonuses.

Take the time to survey your sales team and find out which incentives are more attractive and why. Be creative and think about days off, vacations or even fun group activities that the whole team might enjoy.

4 – Run a Team Contest

Forget the “everyman for himself” ideology. Studies have demonstrated that, when organized in teams, individuals tend to bring out the very best of themselves and even discover new skills in order to achieve the group’s greater goals.Sales Contest Do's and Don'ts

1 – Don’t Run Simultaneous Contests

Sure contests are great but don’t get carried away with contest fever. Overlapping contests will completely defeat the purpose of this friendly competition.

Make sure that the sales team keeps interested and focused in participating and testing their own limits in order to win one tournament at a time.

2 – Don’t Make It Complicated

Following up with the previous point, good communication and organization are the key elements of every successful contest.

Make it simple by establishing clear rules and choosing the contest time frame wisely. It’s vital that at least once a day updates are published for the entire sales team.

You can also use Hurrah! as the ultimate tool to announce everything related to the contest: goals, rules, score charts, prizes, and winners.

3 – Don’t Reward Only Top Performers

Management loves top performers but to think they’re the obvious winners in any competition is a mistake.

As a matter of fact, it’s been proven over and over that those who apparently are at the top of their game are less likely to up the ante when a sales contest is in progress.

Give the rest of the crew a chance to earn their own laurels.

 

 4 – Don’t Overlook Underachievers

Much like we already pointed out, overlooking underachievers is one of the worst mistakes you need to avoid at all cost. It’s estimated that only about 40% of the bump you get from sales contests comes from the efforts of the top 20% sales reps.

Everybody needs to be included and every member of the team must feel like a superstar regardless of their scores in the charts.

On that note, don’t forget that leaderboards are great tools to recognize achievements in a clear, customized and visually appealing style that can run continuously to keep showcasing individual or team contributions toward one big business goal.

Think collaboration beyond competition and take profit of the fun and games to build trust and empathy among your people. Ready to begin?

Did you find this post useful? Let us know how you feel in the comments below!

The Top 6 CRM Gamification Mistakes (And How to Avoid Them!)

When we implement Gamification on our CRM, we expect to take full advantage of it. Right?

In this post, we are going to show you the most common mistakes during this process, so you can be aware and avoid them at all costs. Don’t let any small hiccups stop you from getting all the benefits from your new Gamification!

To give you an accurate approach, we have merged our personal experience in the Gamification field, with various testimonials from other CRM Gamification Experts. Check out this list and take note 📝:

Mistake 1 — Focusing on Rewards Instead of the Process

When Gamification and CRM are working together, is very common to use the prize appeal. People become more engaged when they have a tangible reward.  

Yet, according to Nicolas Babin, ranked #1 Gamification Guru in March 2018 by Rise Global list’s, there is a gap in this technique.

“The biggest mistake one could say is when people game the system, meaning they use gamification to win a prize and in the meantime, they do not fill out the CRM system correctly or honestly”, Nicolas pointed out.

When you advertise a very attractive reward, people will do whatever it takes to win (even cheat). Instead of the “achievement” being the most important, the prize itself becomes the main focus.

How to solve it:

“To prevent that, it is important to not offer great prices and to ensure borders, so that no one can game the system and cheat”, advised Nicolas.

Prizes are useful to establish and align common goals with your team, but It should solely be a recognition symbol for the good work and commitment of the reps.

Some of our clients used to reward their team members with tangible prizes such as concert tickets, trips, etc. This is great, although we have noticed that the most stimulating prize for sales reps is much simpler: recognition.

Displaying their names on Leaderboards generates a constant appreciation internally, for their hard work. This also catches the eye of Managers and C- Level Employees. Imagine the CEO seeing your Big Sale on the screen. That’s a real prize.

Employee Recognition Hurrah! Sales Leaderboards

Mistake 2 — Believing that Gamification alone will solve all the problems

“The biggest mistake is thinking that gamification alone will solve long-term issues with using CRM (or any service). If the root issue is not understood (why are people not doing what I want them to do) then gamification will often only add a novelty boost in activity.”, pointed Andrezj Marczewski, author of Even Ninja Monkeys Like to Play (2015).

As mentioned above, when we acquire a new tool we expect to see the “magic” happening instantly, and forget that it usually starts off as only that: a tool. Like any tool, it needs a context to function. It also needs someone to handle it. It can’t do the whole job by itself.

How to solve it:

To begin you must ask yourself: why are you using a CRM and why is the CRM important to the company and the company’s goals? Once you have these answers, you must communicate them to your team. Then only after that, can you begin to take advantage of Gamification.

Andrzej recommendation is right along these same lines “you need to educate people about why they need to use the CRM first, then start to apply things that make that use feel rewarding and (if such a thing is possible) fun. But they have to understand the real value to them and the company first!”

We’ve written about the challenges of implementing a CRM and incentivizing the user adoption. Check it out if you want to learn more about the 10 Deadly Sins in CRM User Adoption.

Download Now Free eBook 10 Deadly Sins in CRM User Adoption

 

Mistake 3 — Starting with a Complex Gamification Model

Pablo Peralta, the founder of one of the biggest LATAM CRM communities, also shared some insights. For him, one of the most common mistakes is “starting with a complex gamification model and using complex gamified dynamics”.

A lot of people that have never tried gamification before, try to jump into it using complex techniques and features. This can easily confuse, and create the illusion that gamification is tricky stuff. This can also result in a lot of mishaps.

“Gamification must be implemented in a very simple model. Like giving points to the reps who follow the behavior that you want them to, measuring impact and so on. Then, with time and feedback, starting to introduce badges and other prizes”.

How to solve it:

According to Pablo, “the best option in corporate environments is to start with the most basic stuff”. This means the most basic gamification techniques and methods.

Next, Pablo suggests to “introduce the concept and which behaviors you want to reward. Keep measuring the members’ feedback and allowing them to adopt it.”

Finally, Pablo suggests that increasing the complexity of the gamification solution is the best route, but to do it slowly. This involves things such as “introducing badges and other prizes”.

"Introduce the concept and which behaviors you want to reward. Keep measuring the members’ feedback and allowing them to adopt it".

 

Mistake 4 — Applying a Short-Term Gamification Strategy

We talked to Michael Wu, recognized as an Influential Leader by CRM Magazine, and his message to us was clear: short-term techniques are not recommended when it comes to CRM.

“One of the biggest mistakes in applying gamification to address these long-term behavior change is that people often use short-term gamification tools.”

He also added, “unlike gamification in marketing and sales, CRM user adoption and employee engagement are both long-term problems. It’s pointless to drive adoption or engage employees only for a few months”.

How to solve it:

Michael advises using strategies that apply more challenging and complex games because they are the most effective in the long run.

Although they present results slowly, they are the ones that drive more complex behaviors. Also, they are able to entertain people for a longer period of time.

He concludes that those who bet on short-term solutions “are doomed to fail when addressing challenging business problems that involve long-term behavior change.”

Mistake 5 — Forgetting to develop a strategy before applying gamification

According to Karl Kapp, author of The Gamification of Learning and Instruction Fieldbook: Ideas Into Practice (2013).

“One of the biggest mistakes is not integrating the CRM gamification efforts to a larger strategy. If your overall strategy or sales model or prospecting method is ineffective, simply adding on a gamified CRM with points for calling a prospect is not going to magically increase sales.

A gamification effort needs to be carefully combined with an understanding of the overall goals. You need to map individual events, efforts and behaviors to a specific reward structure not just to the overall goal of “sell more” but to enabling goals or milestones like impacting the ratio of call activity to next step activity, which will eventually lead to larger goals.”

How to solve it:

The first step to avoid this mistake is to establish a baseline strategy.

This is necessary so gamification can “assist” in the process. It must be clear that Gamification does not define the directives of your team and your business.

“An organization needs to clearly have identified steps and activities that lead to success before going off and half-heartedly gamifying the CRM. The organization needs to set clear goals, milestones and trigger events and then weave the gamification solution into the comprehensive effort. Too often gamification is added in total disregard to strategic considerations when it comes to gamifying a CRM. The fix is to work on strategy first, gamification second”, conforming to Karl.

"A gamification effort needs to be carefully combined with an undestanding of the overall goals"

 

Mistake 6 — Reducing the complexity of the Business

For Marigo Raftopoulos, ranked #2 Gamification Guru in March 2018 by Rise Global list’s, one of the most common mistakes is “a lack of appreciation of organizations as complex systems”. We should not reduce our company’s process and complexity.

A company structure is, by nature a complex system. If we want our business to succeed, we need to make sure to align our process as precise as possible. After this, gamification will be the easy part.

“A well-meaning gamified CRM could be encouraging positive desired behaviors such as project collaboration, knowledge sharing or innovation drives. However, the success or failure of that system largely depends on the prevailing culture, work processes or management styles of the organization. For example, a collaborative, knowledge sharing tool will not be optimized in a prevailing organizational culture of secrecy and distrust”, Marigo pointed out.

How to solve it:

“The lesson here is that gamified CRMs are a technological tool, and not the complete solution”, she concluded.

Again, we learn that a company’s culture is fundamental. The gamification can definitely be a good choice for changing behaviors, but it would not work by itself.

Company's Culture Hurrah! Sales Leaderboards

If you are looking to take your first step into the gamification world, we recommend you look for an easy to use and effective solution.

Our Hurrah! Leaderboards creates appealing and customizable slideshows, that are very simple to set and user friendly. By displaying KPI’s in real time, Hurrah! helps align your company’s goals with all members of the team. Driving performance and bringing excitement and recognition to daily activities

 

Try Hurrah! for Free

 

We would like to thank all of our generous contributors:

Nicolas Babin, ranked #1 Gamification Guru in March 2018 by Rise Global list’s, and a renowned Marketing and Gamification Consultant.

Andrzej Marczewski, author of Even Ninja Monkeys Like to Play (2015), and Senior Solution Consultant.

Pablo Peralta, founder of Comunidad 365, the biggest CRM Community in Spanish.

Michael Wu Ph.D., named as an Influential Leader by CRM Magazine, International Speaker.

Karl Kapp, author of The Gamification of Learning and Instruction Fieldbook: Ideas Into Practice (2013).

Marigo Raftopoulos, ranked #2 Gamification Guru in March 2018 by Rise Global list’s, Strategic Business Advisor and Digital Media Specialist.

Real-Time Leaderboards: The Must-Have Gamification Solution For Any Sales Team!

In our previous posts, we’ve seen how gamification in the workplace presents many significant advantages both for companies and for employees.

This innovative approach has proven to be a powerful tool not only to improve productivity levels but also to find and retain talent, promote collaboration among team members, motivate self-improvement and help employees understand the ultimate goals of the organization.

All this sounds awesome in theory, but there’s a catch. There is no simple way to break down gamification because the number of options that companies can choose to implement can be overwhelming.

However, we got it all figured out. One of the most sound gamification solutions, that best fits the needs of your sales reps, is something that we have found through our constant research and investigations.

Our Leaderboards are a new way to inspire a culture of success, both for individuals and teams. This real-time recognition tool displays performance indicators for sales, marketing, and customer service, in a clear and visually appealing style. A style that can also be customized to promote the organization’s culture and overall goals!

The leaderboards are made to recognize achievements and with this keep your team motivated! If you’re curious to see how they work, the video below will do just that!

 

What can you offer your team with each type of Leaderboard?

 

Establishing and Recognizing Goals

Imagine that your team needs to make-it-big in an upcoming ticket sale.

The first slide shows the number of phone calls and emails each seller has made, in real time. The second one displays the value of opportunities won.

This kind of metric is designed to motivate the sales team to increase their numbers in a fun way. For example through sales contests.

 

Celebrating achievements

One of our most exciting features is what we like to call a Big Event. In other words, a unique moment to trigger instant recognition to those who hit a home run. This will not only create an instance of excitement in the office but also encourage other team members to be the next big winners.

Creating awareness

Our leaderboard can also be set to display a dynamic value of total sales for the week, or any other global value that you want to track and relate to your team’s daily tasks. This is a great way to encourage teamwork, provide transparency of information, and further engage individuals with the main goals of your organization.

On the other hand, the bar graph that shows ticket sales by type is an easy method to report on sales performances as well as spotting problematic areas to redouble efforts.

Also, the upcoming season Countdown Slide helps to visualize important milestones driving a sense of urgency and deadline.

 

Download Now Free eBook Visible KPIs’ Advantages

 

Improving communication

Like we pointed out before, one of the main advantages of Hurrah! is its capacity to become the ultimate communication tool for the entire team. For example, to announce meetings, important news, and events, or even the latest gathering to order pizza, Hurrah! Can be set up to display accordingly.

Finally, don’t forget the possibility to share impressive Tableau reports live with your team. Showing all that important data they need to enhance their performance.

Did you find this article helpful? Would you like to try Hurrah! for free? Let us know your thoughts in the comment section below!

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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 are invested in a Customer Relationship Management (CRM) system to be set up specifically to meet a company’s requirements. Also, 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’s design overcomes 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 the 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.

The 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 salespeople 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 understand. 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, he probably will enter the data 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 takes an action that your team perceives as dull and uninteresting and injects 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. Gamification will help you to reward users for their contributions.

Where to Apply Gamification in CRM

Gamification’s main objective is to encourage behaviors that you want users to adopt. So, include gamification in your sales methodology. To give you an example, if a sales person makes a new contact, this person receives 1 point. If making a new contact in one of your target accounts, obtain 2 points. If a person makes X number of sales calls, as a result, this person receives three points.

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

Create levels, for example, Bronze, Silver, and Gold. You can establish different rewards 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, you cannot make effective decisions.

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

Tired of updating leaderboards manually? Welcome to the new era of Real Time Leaderboards!

It is well known that monitoring operations based on “Activity and Results” KPI’s is essential for any Call Center or Telemarketing team. In the end, choosing those vital metrics and monitoring them, is what makes them succeed or not.

Some time ago, this important procedure was done poorly with a delay in showing reports, sometimes waiting weeks or even months. Nowadays the cutting edge call centers can monitor their key metrics in real time, allowing faster interaction and instant feedback. This finally streamlines their operations and improves the motivation of the people involved.

A variety of leaderboards and reporting solutions are available in the market, but the ones that actually work are the ones able to show instant updates automatically. Usually they are directly connected to the original data sources: such as CRM Systems, Data Warehouses, Sales Datamarts, Phone Systems, etc.

Non-real time solutions

There are also some solutions (even with a fancy front end) that require in-between files such as Excel spreadsheets or .txt files. We call that type of technology: a “non-real time” solution.

These types of tools are usually much easier to configure and they can start operating in a matter of minutes, however there are some important disadvantages:

 

15988-female-hands-typing-on-a-laptop-keyboard-pv 1) Someone is required to manually update the Excel/txt files, increasing the risk of mistakes or errors that may lead to unwanted actions… What happen if that person has a day-off at work?

 

 

2) It represents an additional non insignificant cost. Let’s suppose the person needs 15 minutes 4 times a day to upload this data. He will be wasting 1 productive hour a day in this particular task. Considering an average cost/time of $30 an hour per person….in a month the investment will be $600, which means $7.200 by year.

 

64368770_7bce91daf6_o (1)3) In Call Centers and Telemarketing, the operations are so intense that measuring the streamline of the business must be done more often. If we use a Monitor/Leaderboard system updated by hand, an employee would have to do this tedious task at least 8 to 10 times a day resulting in personal fatigue and discouragement.

 

4) Tracking live scores make people feel more excited, no instant feedback is possible using Excel files. We prefer to celebrate specific outstanding actions (or results) at the same moment they occur.
For instance if someone calls 50 clients in a week or closes a $50k deal, a REAL TIME solution catches the event and shares the action with everybody at the same moment the person accomplishes the goal.
There is a huge difference between having that information LIVE, than waiting 24 hours until the data can be refreshed by someone editing an Excel file. Something similar happens if someone wins 2 or 3 positions in a leaderboard or if someone climbs to the 1st position. People want to see the changes in the metrics and in the leaderboard immediately, right at the moment it happens.

Leaderboard/Reporting Solutions help companies to track KPI’s and make them visible for everybody. They also aid companies to design tournaments and contests among their people invoking an intense sense of competition and self-improvement.

But… which group of Reporting/Leaderboard solutions is less risky and cheaper? Which one represents a more powerful solution to motivate teams?

Those that, even being easier to deploy, require in-between files updated by people? Or those that take the data directly from the source showing it clearly to anyone in the office?

alejandro-morales

Alejandro Morales
CEO CRMGamified

The Minnesota Timberwolves Win BIG with Sales Motivation Technology

012308-TC-Twolves001The history of the Minnesota Timberwolves, an NBA expansion team formed in 1989 is full of great players and impressive accomplishments. They headed to the playoffs 8 consecutive times from 97-2004 and beat Michael Jordan and the Bulls in their heyday.

 
Their Sales team also has a proud history, setting the league attendance record their first year in existence, drawing more than a million fans.

 
See how Hurrah! created the same excitement in their offices as on the court!

 

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.

 

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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 

POOR ADOPTION & ENGAGEMENT WILL COST YOU

This is what’s been on my mind lately, as I speak with existing and potential clients about the issues they face getting employees to work in CRM.

 
1. Importance of an Adoption Plan
Along with an Implementation Plan, an Adoption Plan – that is a plan to make sure employees use what has been bought and paid for- is essential, no matter whether you are starting fresh or upgrading.  Many organizations simply put everything on hold while they focus on the upgrade process.  However, I’ve learned from highly productive Dynamic CRM clients, both plans should be crafted with End Users in mind.  By doing so, the project remains focused on how the CRM will support employees in their work and achieve overall company goals.  Many times we get lost in the “technology for technology’s sake” weeds.

If you look into the elements of a good Adoption Plan, you will read much about end user motivation and “What’s in it for me?”.  Explaining the Good News of CRM may not be enough and it is considered a best practice to explore and incorporate other motivations that may work within the culture of your organization.  Some motivations to consider as part of your Adoption Plan are:

 

• Appreciation from leadership
• Public Recognition before peers
• Rewards
• Peer pressure
• Competition
• Accountability

 

Finally, as with any plan, milestones, measurement and ability to adapt quickly will increase the chances of success.  Transparency and timeliness of data as spoken about by Satya Nadella at Convergence is everything.  Up to the minute reports – pictured below from CRMGamified’s Motivation Engine – easily accessed by all, will allow for decisions to be made immediately. Managers can see what is working, employees can see their progress and improve. Implementing an adoption plan with a motivation engine that measures and shares data as employees work in CRM should add to success for all!

a1

 

b
c

 

2.  More next time on Employee Engagement and what it means to the bottom line.  You may consider reading this NYTIMES article “When Employee Engagement turns into Employee Burnout”  about how high employee engagement, as it has been traditionally defined, is no longer sufficient to fuel the highest levels of performance

 

Debbie Rea

How fun and recognition changes everything in CRM…

Hi, As some of you may know, in the last CRMUG Magazine issue I wrote about gamification in CRM and cited a personal anecdote on how I changed the negative corporate CRM sales training atmosphere and turned it into positive one, once I injected a bit of fun into it.

I received many e-mails when the article got published and many of them were related to this anecdote. From those I could sense that I was not the only on e who run into difficult situations during CRM trainings. In this post, I want to briefly share with you another anecdote that happened to me just a couple of weeks ago with a customer (potential customer at that time). It will show how not only fun but also recognition can change people’s behavior and performance.

Recogniztion, GamificationThe Sales Manager was concerned that according to CRM records, no deals were being closed by their salespeople in the last 2 weeks, no new opportunities were generated and very few new leads were created. That was not consistent when compared to actual sales rhythm of the company. The sales team of 10 salespeople working in various locations is using Dynamics CRM Online and according to last reports the solution seems to be working fine for them. So the Sales manager decided to send a typical ‘Please update CRM’ e-mail to his team and (as it usually happens) no-one replied back to him :p) .

The truth was reveled few days later, in a conversation with one of the key salesperson who asked the manager about ‘when his rewards where going to be back up again’. ‘Your rewards back up again, what do you mean?’ asked the manager. To make the long story short, what happened actually was that their CRMGamified® trial has expired. As a result neither him or his colleagues weren’t being recognized for their accomplishments so they were holding all the CRM data updates until the situation was resolved to allow them again (legitimately) earn their points, badges and trophies for their performance.

In fact the salesperson who reported the problem was two levels up compare to his colleagues so he definitely wasn’t willing on missing his points and his game advantage. Crazy? No, it was actually quite funny when I was told this story but also it demonstrated in real life situation how important for people is recognition and thrill of the game. I guess this behavior also supports the recent survey where 83% of employees said recognition for contributions to the company is more appreciated than any plagues or gifts….

What gamification adds to CRM

Gamification is mostly about fun and recognition. Applying gamification in CRM, has positive effects on user adoption, inspires people to accomplish their work goals, helps to keep the system data updated and of high quality.

What gamification adds to CRM

As you already know I am very passionate writing about this topic. Every day I am learning new facts and new success stories that I will try to keep sharing them with you.

If you’re interested in learning more about how to inspire your CRM users with new gamification experience, please feel welcome to join any of our upcoming webinars, ask questions there, request a demonstration for you and your team or meet us face-to-face in Tampa during the CRMUG Summit 2013 in October where we’re presenting talks on gamification and participate in user adoption round table discussions.

Thanks!

Pablo Peralta

@pabloperalta

MVP | Dynamics CRM

Product Manager | CRMGamified®