Top 5 secrets for pulling off a record-breaking sales contest

In our previous post, we talked about the importance of engaging millennials at work. This time we will uncover the 5 top secrets for running a sales contest that leads to a record-breaking month for revenues. Ready to find out how to motivate your sales team?

 

Sales contests are a powerful tool to motivate young people both individually and as a team. Just like we pointed out in our last post, millennials are known for being the talent that’s trickiest to retain in the workplace because they are unlike any of the generations that have come before them.

So, when it comes to making these energetic and autonomous professionals compete with each other, especially in very stressful sales environments, every input counts.

At CRM Gamified, we live off of the challenge of trying exciting, new ways to implement gamification that help your company’s sales reach the next level. That’s why we won’t be shy in this post when it comes to sharing our best advice stemming from our several years of experience and trial-and-error.

Ready to ignite the motivations of your sales team, including those of your millennial hires? Here are our 5 top sales contest secrets you need to know before even thinking about implementing this gamification tactic in your department:

 

Remember the importance of being visual

 

Recognition, incentives and coaching are usually the three main things that come to mind when you think of sales contests. If you want to achieve good results in all three by using this powerful tool, you need to keep in mind the importance of being visual.

What do we mean by that?

 

Well, it’s proven that contests are most effective when the team is able to actually see the progress it’s making right in front of their eyes. For example, our Hurrah! Leaderboard helps to view the changing statistics in real time in a fun and innovative way, which works as a terrific incentive, both for competing and collaborating.

 

 Technology is your main ally

 

Following up with the previous point, there’s hardly any other more effective way to catch the millennial’s eye than through technology. Practically born with smartphones in their hands, millennials are accustomed to engaging with multiple screens at the same time.

With an extremely easy to use and highly customizable interface, Hurrah! Leaderboards is sure to take your CRM experience to the next level by showcasing rankings and metrics, or playing music, announcements or videos to liven up the work day on tv screens and/or individual computers.

Don’t be afraid to break the mould by bringing the techie millennial spirit into play!

 

Set the right goals and incentives

 

It’s human nature to try to improve. However, in order to do so, you have to have a clear picture of what you really want to achieve. Not only is this true in life, but the same goes in sales. Therefore, itis essential for your sales team to have outlined goals as well as incentives.

 

And, we are not just talking about money. In fact, for the millennial generation, working is not just a mere obligation nor a social mandate. When it comes to their professional lives, millennials are looking to have a rich experience that is not only rewarding, but meaningful, challenging, and flexible.

Keep this in mind when you think of what kind of incentives you are going to put in place during the contest. Remember that a day of vacation or even a free licence to get creative during office hours are highly appreciated.

Finally, don’t forget that contests have to be implemented with a clear communication strategy. This means not only being able to set the rules and make sure they are followed, but to listen carefully to all the feedback given by the sales team during the process.

 

Not everything is about volume

 

Don’t get us wrong. Volume is important when we talk about sales and productivity in general. However, it’s a common mistake to think that every competition has to be about volume. Within your industry, it’s very likely that there are a few big players you’d love to have as clients. Getting their attention is one big goal that can be turned into a contest.

More so, you can also think of a way to encourage better customer service through special rewards and prizes.

Never forget the importance of having a way to survey your customers, either after they’ve completed a purchase, or periodically, according to your needs.

 

 

Don’t underestimate the surprise factor

 

Sales aside, contests are often intended to create an environment where players support and encourage one another.

However, one of the main challenges is to not pit each of your team members against each other. To keep up the healthy competition, you need to encourage every sales person to work in a collaborative way to reach certain objectives.

This balance is not always easy to achieve, and that’s where the surprise factor comes into play.

First of all, everyone needs to know and truly feel that they have an equal opportunity for success. That’s why it’s highly recommended to distribute the leads wisely and yet maintain the mystery and excitement of the game.

Even though the person who converts the most sales will win the prize, everyone should feel the motivation to participate, learn and, of course, have fun during the process. Think about, for example, implementing a system in which the winning member gets to choose their reward. There are hundreds of ways to customize rewards, taking personal tastes and personality into account.

And there you have it! With these 5 secrets for successful sales contests, you will be able to run a contest that turns your team into a lean, mean sales machine!

To learn more about how Hurrah! Leaderboards can help you exponentially improve your sales contest effectiveness, schedule a demo today!

Salesforce Users, Meet Better Results with Hurrah! Leaderboards

The day that many have been hoping for is finally here, we’ve integrated Hurrah! Leaderboards with the most popular CRM on the market, Salesforce. The number of data sources that our product integrates with has grown over time, starting out with Dynamics CRM, leading to multiple data source integrations with several contact center systems, and now Salesforce, making Hurrah! Leaderboards accessible to more sales and customer service teams, spanning every key industry.

Today, we invite the Salesforce community to employ our gamification technology and watch revenues, ROI and productivity soar!

Because, who doesn’t enjoy a little healthy competition to get the needle moving?

Gamifying your CRM with Hurrah! means turning the completion of everyday tasks into a game or competition amongst teams or individuals. Organizations who use Hurrah! have reported experiencing added excitement and instant gratification around the sales process, the ability to have consolidated business data, improved CRM user adoption, innovative reporting, new communication channels, and most importantly, improved sales performance.

Hurrah! takes your Salesforce or other designated CRM experience to the next level since you can run contests, showcase rankings and metrics, and play music, announcements, and videos, etc to liven up the work day. Keep your outbound team(s) engaged, motivated, and rewarded for their good work and effortlessly measure the results.

The Secret to Getting More Out of Your Salesforce CRM

To get started, simply connect Hurrah! Leaderboards to your Salesforce environment using your Salesforce credential. Then, pull the key metrics that you want to broadcast live on one or several TV screens on the sales or contact center floor for all the team to see. Team members and upper management can also view it in their web browsers.

There are so many different ways to leverage the features of Hurrah!. Display (in real time) the amount of calls completed by sales rep per day on your leaderboard, revenue generated per team member, celebrate the closing of a new deal by playing a video featuring the successful sales rep, etc. With Hurrah! in your toolkit, you’ll notice winning reps bask in their glory and work hard to defend their title, while underperformers decide to kick it up a notch in order to show the rest of the team who’s “boss.”

As shown in the image above, you can create slides using our metric customization platform within minutes, relaying any data that you have that is in your Salesforce environment and/or other places such as Microsoft Excel or relational databases like SQL Server, Oracle, and IBM DB2.

Not only will you motivate and engage your team so that they compete with each other to surpass their targets, but there are several other positive benefits of gamification. First of all, it can be used to improve the accuracy and cleanliness of data. Although tedious, it is imperative that prospective and current customer information be entered correctly, are up-to-date and neatly organized in your CRM in order for it to be an effective instrument of growth for your business. One way Hurrah! can aid in this area is the option to create challenges with rules that reward those who keep their Salesforce records detailed and up to date.

Another added benefit of CRM gamification is the resulting increased adoption rate of the CRM tool by your employees. What use is the Salesforce subscription you pay for if your team pays no mind to it, still stuck in its old ways? Gamification will add incentive for your employees to work within the tool, as it will be the only way they can outrank others, boosting individual accountability and the level of transparency within the team.

Last but not least, Hurrah! Leaderboards will help teams using Salesforce to generate live reports accurately and instantly. Due to the improved accuracy of data entry and higher adoption rate, your reports will be more trustworthy and complete. Save time on reporting and focus on your outbound, revenue generating activities instead.

Are you ready to make a big, positive impact on the culture of your team? Salesforce combined with Hurrah!, Leaderboards can allow you to grow your revenue, track KPI’s, encourage a healthy, competitive atmosphere, and share important milestones throughout your team and with executive level management instantly.

See for yourself how!

alejandro-morales

Ale Morales
CEO @ CRMGamified

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.

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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

3 Tips to Become a Rainmaker in Sales & CRM

What are the best days and times to close sales? Why shouldn’t you drink coffee in a sales meeting? When having lunch with customers, why should you take the best seat at the table? Why should you never ‘be in a meeting’ when a customer calls? Why do breakfast meetings make rain?

These are some of the questions and rules brought up in the book ‘How to Become a Rainmaker. The Rules for Getting and Keeping Customers and Clients’ by Jeffrey J. Fox. This is a bestseller about selling and if you haven’t read it yet and you want to be above average, you should.

It was great information for me and so I wanted to share just three concrete examples where Mr. Fox’s advice + the use of a CRM platform like Microsoft Dynamics CRM and some gamification techniques, will help  you make rain!

1) Always Precall Every Sales Call

As Mr. Fox states, appointments with decision makers are relatively rare events. And yet Meeting with decision makers is crucial to getting the sale. Because of this, meetings (now very commonly held virtually) with decision makers must be carefully planned.

In his book, Mr. Fox says that “Ninety percent of all sales calls are won or lost before the salesperson sees the customer. This is because so few salespeople actually plan their calls…Rainmakers never waste a sales call: they always make a Pre call plan.”

 

What does that mean in the CRM world? Adopting, adapting and implementing a simple checklist like the book suggests into your CRM. It should be no more than adding some fields to the PhoneCall system entity to help you and your sales team make more effective sales calls and save valuable time for next phone calls.

Example:

  • Sales Call Objectives
  • Relevant questions to ask
  • What am I going to show in this call?
  • Anticipated customer concerns and objections
  • Points of differences with competitors
  • Which dollarization benefits to the customer will  I share today?
  • Expected results and next steps from the call
  • Expected surprises?

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‘A Rainmaker never calls on a decision maker without a written precall plan’, Jeffrey J. Fox.

2) Fish Where the Big Fish Are

It makes no sense to waste your time, money and energy chasing poorly qualified opportunities or low profit deals, aka small fish!

Making good use of CRM can substantially improve your accuracy when qualifying opportunities and best of all, decrease headaches and increase  revenue.  How can that be  accomplished? 3 very simple ideas:

  • Exploit the new Business Process Flows (BPFs) introduced with CRM 2013 (unfortunately I have seen very few customers  using it to its potential). Mandatory “Yes/No” questions aligned with Mr. Fox’s concepts i.e. ‘Current customer?’, ‘Contact is familiar with our products?’, ‘Want or need our products’,  ‘contact is decision maker?’, ‘I know about budget’, ‘We are first bidder’, ) combined with options (i.e. timeframe, purchase process) and stage may be very useful. Example:

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  • Leverage Business Rules, also introduced with CRM 2013. Visually display your rules that have been proven successful in qualifying  or disqualifying opportunities. By that, I mean proactively alert the sales rep the opportunity doesn’t fit with some proven criteria. For example, if your contact isn’t a decision maker, and you don’t know the budget then a suggested action is to diplomatically skip this one and invest the time in other opportunities.
  • Start your day with dashboards, not records! Dashboards (customized  internally ), can quickly tell you things like: your top opportunities, your top customers, # of opportunities won/lost by customer, $ in revenue by customer, # of phone calls by customer or opportunity, % quota achieved (if combined with CRM goals) besides of course, the most common charts like sales funnel. Work from dashboards and drill down to records, see the forest first, then focus on the right trees.

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  • Celebrate BIG sales! As Mr. Fox states the big sale is the trophy fish on the wall’, a phrase I couldn’t agree with more!. And I am very happy when customers tell us stories about how much their sales people love to see their picture on the widescreen through Hurrah! Leaderboards after a gong rings or a goal is scored celebrating a BIG SALE!

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3) Use the Point System Every Day!

I will re-state the author’s advice here:

‘There are four steps which are part of every sale:

  1. Getting a lead, a referral, an introduction to a decision maker.
  2. Getting an appointment to meet the decision maker.
  3. Meeting the decision maker face-to-face.
  4. Getting a commitment to a close (a purchase) or to an action that directly leads to a close.

Assign one point to Step 1, two points to Step 2, three points to Step 3, and four points to Step 4.”

 

Of course,the  number of points and everyday targets may vary from business to business but gamification of your CRM will allow you to assign points to important business processes and keep everyone focussed and on track.

We at CRMGamified offer tools to award and keep track of points and progress toward well qualified opportunities with great profit and revenue potential.  Gamification of your CRM helps you develop rainmakers and increase success for all.

 

Look how easy it is using Dynamics CRM and our Motivation Engine:

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That’s a pretty simple but common rule, including the creation of a record (in this case Lead), that meets some condition or conditions.

Very similar configuration can quickly be done for appointments, phone calls, opportunities and actually whatever system or custom entity you may be using in your Dynamics CRM to track sales data.

Oh! Who is going to make it rain this month? Visually design a badge and define a more difficult rule like generating 10 new opportunities this month with actual revenue >5.000 and closing 2 of them. You may want to include making certain number of phone calls or appointments as well.

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Moreover, if you’re in a management role, you may want to know in real time how your sales team is performing, encouraging the behaviors that drive more sales:

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While if you are in a sales position aiming to improve your stands, you will love to see how nice your trophies and your next upcoming missions look.

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There is a lot more to be done but I hope this post briefly helps to leverage Mr. Fox concepts through a real and fast way of bringing them to action.

Leave your comment below with opinions on how to improve sales performance with Dynamics CRM!

 

Cheers!

PP

@pabloperalta

MVP | Microsoft Dynamics CRM

PS:  Of course if interested, I will be happy to demo our Motivation Engine as well as our TV Leaderboards for Dynamics CRM any time for you. Just try the chat below or simply click Get a Demo link.

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.

Happy Birthday Hurrah!

A year has gone by already! It feels like only yesterday we were working on our first Sprint for Hurrah!. We knew it was going to be an awesome year, but it was much more than we expected!

Hurrah bday

From the beginning we had great opportunities, starting with the Miami Dolphins! We’ve told you before how they were able to accelerate sales with Hurrah!. They were able to achieve higher ticket sales than ever using Hurrah! Leaderboard with their CRM.

More and more sports companies began checking out Hurrah! and found a solution that surpassed their expectations. Great organizations like the Charlotte Hornets, Minnesota Timberwolves, San Diego Padres and more! But Hurrah! is not only popular with the Sports Industry. It’s a global solution used to motivate users, recognize performance and drive more sales. Insurance companies and recruitment companies have discovered Hurrah! and love it.  And we couldn’t be happier!

It’s been a wild ride here at CRMGamified, working hard to make Hurrah! better and better, adding new features, and evolving the solution! We want to thank everyone who trusted us, all our customers –our primary source of inspiration and improvement– partners and the Hurrah! team! We’re just getting started!

From CRM systems to CRM playgrounds by The Octalysis Group

The Client Relationship Management (CRM) industry has been one of the first to embrace Gamification and one of the first to become somewhat disillusioned by it. While many Gamification cases delivered great short term results (high initial  user interest, sign-up and participation rates), they still failed to achieve the long term user engagement desired. Why did this happen and how do we keep CRM Gamification on the right track? Let’s explore the pitfalls and how to avoid them.

 

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One size does not fit all

Early adopters of CRM Gamification products opted for systems that were heavily based on motivation through letting users gain experience points, badges and leaderboards. Often these systems were one-size-fits-all off-the-shelf products that can be slapped on to your existing CRM product.

However, such a buckshot approach crucially forgets to acknowledge that different users have different preferences and motivational drives that trigger them into action. The majority of people won’t crave collecting badges and points forever just for the sake of it. We need to focus also on giving users autonomous choices and showing them how their choices worked out. Or making them feel that they are part of something bigger, more meaningful, a sense of purpose. Create some suspense, design for curiosity.

 

This is difficult to design for, and you cannot apply a one-size-fits-all approach here, but is necessary for long term user engagement (what we call the end-game, which caters for longer term users). For more on this check out the leading Gamification Framework Octalysis and how The Octalysis Group designs for long term engagement with the 8 Core drives of Motivation: www.octalysisgroup.com

 

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Take your user on a journey

Many Gamified CRM systems fail to recognize that we need to slowly build up the experience for the user. The first time someone uses the system is very different from the 100th time they interact with it. Look for example at how you have changed using Facebook since you started using it. Over time, user knowledge has increased and expectations are different. We say: using a product is not static, it’s an evolving journey!

 

In Octalysis, we recognize 4 Experiences Phases of a User’s Journey: Discovery, Onboarding, Scaffolding, and Endgame. Different phases should focus on different sets of Gamification features and appeal to different Core Drives. Just as it is not ideal to put a five-year-old on a streamlined superbike over using a small bike with training wheels, CRM systems also shouldn’t open up all 50+ features to a beginning user. Our brains hate it when we don’t have any options, but we also hate it when we have too many options. It confuses us, paralyzes us, and ultimately makes us feel stupid and overwhelmed. It is better to first discover and understand what features are the most valuable to the beginning user and just offer those. After that, allow users to slowly unlock new ones as they become familiar with the early features. Each new feature will then become a delight that users will appreciate and learn to use.

 

Collaboration wins the race, not Competition

In CRM systems there is often an emphasis on creating competition in order to get people to interact and make them productive. However, when it comes to long-term engagement metrics, collaboration is much preferable over competition. Both competition and collaboration draw their motivational pull from people feeling a sense of Social Influence & Relatedness (Octalysis Core Drive 5).  But there is a fundamental difference: competition creates urgency, stress, and short bursts of activities, but often leads to user burnout. In addition: competitions may create short term spikes to engagement but may in time stifle cooperation and decrease the quality of the work floor culture.

 

Collaboration on the other hand doesn’t push users as much, but users feel more empowered and will sustainably continue to commit to the Desired Actions within the CRM System, leading to more productivity in the long run. When we design for collaboration we design for users helping co-workers, group quests, mentoring, group recognition and enabling knowledge sharing.

 

Often we use a mix of competition and tangible rewards at the beginning of a CRM user experience (Discovery and Onboarding), and design more towards collaboration and creating autonomous choices in later phases of the experience (Scaffolding and End Game). If Gamified CRM products would take these lessons onboard, we are pretty sure the enthusiasm for Gamification will continue to grow as it does in other business areas.

 

To learn more about the 8 Core Drives and how to balance short and long term motivation in Gamification, read Yu-kai Chou’s book: Actionable Gamification – Beyond Points, Badges, and Leaderboards

 

Welcome CRMGamified® Motivation Engine 3.0!

 

There are many ways one can start a new year – our way is to do what we love most: Provide our customers the power to get the most out their CRM investment!

How do we do that? By constantly innovating and building cool new products and releases based on real experiences. That has been our mantra since the first introduction of our CRM Motivation Engine for Dynamics CRM, to the release of our recent new beauty, Hurrah! in mid-2014. Already, several call centers have incorporated Hurrah! into their CRM and have witnessed great results, not only in sales and customer service teams’ performance improvements but also in the valuable business information garnered from their CRM in real-time!

Today we are writing a new page in the history of CRM world-class gamification tools.

CRMGamified® Motivation Engine (ME) 3.0 is here with a completely new re-imagined user interface, engaging user experience, administration simplicity and architecture. Best of all? It’s fully compatible with Dynamics CRM 2011 (since UR12), 2013, 2015 and Online.

Let’s take a sneak peak at it…

The new, re-imagined user interface

Users will be able to see their accomplishments and progress in a new visually appealing format.

How many points have I earned? How close am I to reaching a new level? Which rewards am I most proud to showcase? It’s all there in the new User Profile page.

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Figure 1 – The new User Profile page

 

See a detailed record of all your rewarded activity, including comments and congratulations from your peers and leaders as they celebrate your progress, as well as your updated ranking on the leaderboards…

 

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Figure 2 – The new Motivation Engine user activity feed

 

Which team or teams am I a member of? What accomplishments have we accumulated together?

 

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Figure 3 – The new Team Profile page

 

The new Team Profile page lets users quickly see that, as well as all the activity feed for the team, its members and where the team stands in the rankings.

 

The most engaging CRM experience ever

Qualified your first lead? Here is your first achievement! Congratulations!

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Figure 4 – The new Motivation Engine encourages users’ good behavior from the very beginning.

 

Tried hard calling customers today? You deserve some points, of course!

 

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Figure 5 – Recognizing performance in real time, providing positive reinforcement to users.

 

With the addition of CRMGamified® ME 3.0 to your Dynamics CRM, your users will now be thrilled to adopt CRM and receive frequent positive reinforcement for good habits, ultimately leading to motivated teams, better sales results and improved customer service performance.

Different types of leaderboards for different time periods give all users the chance to be at the top and share in the excitement of their winning stats:

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Figure 6 – Multiple leaderboards by different time periods

 

And your mission is…

Call 10 leads from your last campaing. Register them as new contacts, capture valuable information from them and arrange meetings to deliver a demo of the new product. Congratulations! You’re a Client Chaser.

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Figure 7 – Define targeted missions aligned with business goals in the new CRMGamified® ME 3.0

Your next mission:  generate 5 new opportunities, move them ahead in the sales pipeline, and finally close your first deal. Mission completed? Congratulations! You have graduated to Sales Initiator.

Missions let you, as a manager or administrator, define steps that will help users stay focused on accomplishing their (and your) business goals. No matter if those goals are related to sales, customer service, marketing or custom entities. You will be able to design exciting missions for them!

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Figure 8 – Easily design your missions, steps and rules based on any of your CRM entities.

 

Simple to setup and administer…

As in previous versions, CRMGamified® ME 3.0 is a managed solution that you can easily import into your Dynamics CRM system.

Once imported, you will not believe the power and flexibility you now have in your hands to model games that target your business goals and CRM entities.

 

Multiple games support

We know different areas within your organization pursue different business goals and in turn, use different elements in CRM.

We have managed to handle those scenarios since v2, and the good news is that it is now easier than ever and you can natively design and tailor different games for different audiences, with of course, different reward rules, achievements, badges, missions and levels.

Here is how the Games Administration page looks like in the new CRMGamified® ME 3.0:

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Figure 9 – The new Games Administration page. Easily add or import new games and administer existing ones.

 

Easily manage who is taking part in the game and who isn’t …

Quickly add or remove people or teams from the game. Easily search and visualize which game that user (well, now player!) is active in.

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Figure 10 – The new Players Administration page will let you easily add users and teams to your game.

 

The new Rules Editor

Your business is unique and so are your processes, entities and fields in Dynamics CRM.

Our new Rules Editor is designed to make it easier for you to setup the simplest to the most complex reward rules, based on your customizations.

Give 10 points for each new opportunity users create. Give 10 extra points if that opportunity is related to your new product line. Reward with a special badge after winning first 5 opportunities for that product line. For your customer service team, do things like rewarding 10 points for resolving cases on the first call and giving extra points for consistently meeting SLAs that particular week.

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Figure 11 – The new Rules Editor makes it easier than ever to define the simplest to the most complex reward rules that meet your business criteria.

 

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Figure 12 – Define multiple conditions per achievement.

 

The new Badge Designer

YES! You asked for it, you got it.

CRMGamified® ME 3.0 lets you visually create and design your own badges. Indicate a title and description to define it, then select from the included and extensive variety of out of the box icons, colors, stars, difficulty levels and your badge is ready to be used!

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Figure 13 – The new Badge Designer lets you visually create and design your custom badges.

 

Want to learn more?

See it working live!

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We welcome you to join us in any  of our 30 minute on-line presentations  where I will be accompanied by Iang Yim, our CTO & gamification expert in charge of the design and development of this new beauty.

Can’t wait? Request a demo now!

 

I’m so excited about achieving this milestone, and I cannot wait to show you all the exceptional power you can now have in your hands to ignite your CRM, motivate your users, and reach your business goals while getting exceptional CRM adoption rates.

 

Pablo Peralta

Microsoft Dynamics CRM MVP

Co-founder & Product Manager

t: @pabloperalta

What’s new in CRMGamified® Motivation Engine 3.0? Interview with Iang Yim.

Hi everyone! 

Did you read the title? Yes, you read it well, we have some news! A new version of our Motivation Engine is about to be released and we are so excited we couldn´t wait to share all the new staff with you!

 

Read our interview with Iang Yim, CTO and co-founder of CRMGamified® to get ready for the formal release and register to join us for our 30 minutes on-line presentation of the product every Tuesday and Thursday during february!

 

What’s new in CRMGamified® Motivation Engine 3.0? imgoInterview with Iang Yim.

Q: First things first, why create a completely new engine?

A: Well, as the saying goes “Excellence is not a destination; it is a continuous journey and it never ends” When we created the Motivation Engine we wanted to create an excellent, outstanding gamification solution, but we knew it was an adventure, a journey to the unknown, because no matter how much we had investigated and learned about Gamification, it was clear for us that theory was essential but not enough. I can say we were ready to face defects and obstacles and overcome them. We knew sooner or later we would have the need to keep improving.

When we started trying the solution in different environments we realized we needed to learn more about gamification and get more familiar with gamification techniques to be able to exploit it and take advantage of all the possibilities it offers and to then apply them in the Motivation Engine.

Q: What was the biggest challenge in building a new motivation engine?

A: Ok, there were different aspects we needed to improve, but the essential one was the rules engine. When we implemented the Motivation Engine in different enterprises we understood that the solution should suffer some changes to better suit gamification concepts and solve real problems.

We saw the rules engine presented some performance problems when working with bigger and heavier sources, or when the CRM activity increased, so we decided it could not continue like that and we made one of the biggest and best decisions:  Re-engineer the rules engine.

The rules engine is the central part of the gamification product .We improved it in many different aspects. We made it more flexible and engaging for the user by creating better and different processes of recognition and prize-giving. In the game exists a universe of achievements that each player randomly faces, giving the game some uncertainty and dynamism.

The players are able to see the missions they are challenged to accomplish. The missions are comprised of different activities that gradually increase in difficulty, keeping the user, well, now the player, engaged and motivated.

Q: Is there any other aspect you modified?  

A: Based on our own experience and our client´s experience and feedback, we saw that apart from improving the rules engine, we also had to make things better, easier and friendlier for the administrator. We have been working to improve the administration of the game and now the manager has the opportunity to create a set of games, and decide which player participates in each. He is able to customize the solution in a deeper way, configure rules, create missions, make decisions about which person and what behaviors are recognized in certain different situations, choose the prizes and badges and assign them according to the importance of the activity. Configurations are not limited and linear anymore and the new Rules Engine is much more powerful. Now the administration console is more user friendly than in the first version. Our first version of the solution was based on CRM users, managers had to open and create CRM forms and it was cumbersome but now we are creating our own console and our own screens.

Q: Tell me a little more about the new, re-imagined experience for CRM users, now players.

A: Changes made in the rules engine and administration also affected how the players experience the game, as I said before, these changes were made to cause a positive impact in terms of engagement and motivation. But more specifically we did make some other changes that affect the players in a more evident way. We modified and improved the user interface. The new version counts with a much richer interface than previous versions and now CRM users that are participating in the game have access to a completely re-imagined experience. As the structure of the game was modified, the pages and the contents also changed. After many tries and focus groups, the design ended up being simple but graphically better thought out and developed.

Another important change was the notifications system, it made people get distracted as it displayed all the things that were happening all the time. We made it less disturbing as now notifications appear in a different way, improving the way instant feedback is delivered and key behaviors are recognized.

THANK YOU for reading and stay tuned for the release of our Motivation Engine 3.0!