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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

A CRM ROI Calculator for the ROI you don’t have yet!

Hello Everybody!
Do you remember that little post we shared about the 10 deadly sins in CRM Adoption?
It was really just a quick translation to English of the key points in Pablo Peralta’s original in Spanish.

Well, that article was our top content for November. It brought us tons of visitors, many of whom downloaded CRMGamified’s free beta. So, when we saw that Pablo (you know he’s the MVP behind CRMGamified® so it’s safe to say we are on first name terms, right?) shared another bit of his wisdom on his MS Dynamics blog we thought it would be a good idea to let you know about it. Let’s take a look…

This time Pablo’s post is about CRM and Return On Investment. It is, of course, a usual subject. Whenever an organization decides to spend money on something, it expects to get back the same amount plus a revenue gain.

The article begins with data from Forrester’s Total Economic Impact of Microsoft® Dynamics CRM 2011. The research states that a 2,000-employee diversified professional services composite organization, based on nine organizations interviewed by Forrester, would see a ROI of 245% as a result of the implementation of MS Dynamics CRM for 50 of its users. The return, according to the data, would turn positive (meaning  the CRM “would pay for itself”) after 4 months .

Peralta chooses to highlight a few indicators that contributed to the success of the CRM:

Sales

  • Acceleration of sales conversion cycle by 50% (teams worked better together across different business systems, processes, and geographies.)
  • Increased sales productivity of 5 percent
  • 10% reduction in consultant time spent in proposal preparation
  • 2% revenue increase due to improved deal conversion

Customer Service

  • 40% labor cost saving in customer service
  • Saved hiring an additional 1.2 FTEs even as the division grew 20 % each year

Marketing

  • Real-time insight into the ROI of marketing campaigns allowed the composite organization to cancel three underperforming campaigns (cost of $25,000 each)

These are a few examples of how the right CRM implementation will definitely help you increase performance that will result in a higher revenue. But Pablo Peralta’s article is not really about how much more you would make if you jumped on the CRM wagon; it’s about calculating how much you are losing now that you don’t have a CRM system. It’s  a clever way of reframing the problem in order to show just how important CRM is for you even before you get it.

Pablo Peralta set to the task of building a CRM ROI calculator, but for a “before CRM” scenario.

The fields on the original Excel spreadsheet are in Spanish, so we took the liberty of making a few little changes and uploaded our version here. Let’s quickly go through the spreadsheet:

There’s a top row which allows you to enter your employees’ average annual salary (default is USD $60,000) and calculates salary per month and per hour.

CRM_ROI_Calculator_Salary

Then there’s a column that shows the three tasks that would most benefit from CRM. In each field you need to enter how many employees have such tasks and the average time each employee spends on them.

CRM_ROI_Calculator

These are the three tasks:

  • Time spent gathering customer information
  • Time spent entering and linking data across different systems and processes
  • Time spent on reporting ( Preparation and analysis of weekly, monthly and trimestral reports, etc.) This one is calculated based on Forrester data (16 hours per month is an average spent on reporting). It doesn’t apply to all users of the CRM.

And there’s a final field that’s not possible to quantify with just man-hour data so it’s left open by Peralta to let you answer how much do you think it’s worth.

  • Cost of missed opportunities and unsatisfied customers for not having the right data in place.

So, according to Pablo Peralta’s CRM ROI calculator, an organization that implements CRM for 50 users with an average annual salary of $60,000, in which half an hour per day per employee is spent on gathering information, 15 minutes on entering and linking data across systems, and 10 employes have reporting tasks, will be missing out on $1,116 per day, $27,083 per month, and $325.000 per year. In three years the organization will have missed $975,000 for not having implemented a CRM solution. That’s right, almost one million dollars!

As you can see, setting up a CRM system in your organization is the first step towards better numbers. The next step is making the most out of it, and that’s where our product comes into play. Go ahead and try it!

Nucleus Research: 80% of the potential ROI from CRM is yet to be achieved.

Losing ROI from CRM

You know this CRM / Gamification connection we keep telling you about? The one that’s in the core of our business and justifies our very existence? 😉

We are still seeing it everywhere, and we are sure you are too!

We’ve already told you about that Gartner prediction of how gamification is expected to transform operations for 40% of top organizations by 2015.

And then, of course, came the unmistakably clear sentence about user adoption in Microsoft Dynamics CRM December 2012 Release Preview Guide:

“Our key focus is user adoption: building applications and experiences where users recognize value, opportunity and insight immediately — either on the road or in the office.”

Well, now we have even more data that validates our efforts in giving you the most complete gamification solution for MS Dynamics CRM. Believe us, we are not wrong about how important this is.

This time the data comes from Nucleus Research in the shape of a report that correlates CRM opportunities with Return On Investment… you know, as in “money you are not making because your CRM is not optimized”.

According to Nucleus findings 80% of the potential ROI from CRM is yet to be achieved and 50% of potential benefits are missed because of unrealized opportunities in the following 3 key areas:

Integration: Persistence of silos of information inside the organization.
Extension: CRM application is limited to a small number of users
Collaboration: Lack of user adoption and collaboration.

Social applications (such as our very own CRMGamified®) improve performance in all three of these areas, so you can imagine how happy we are to see that they are getting attention from the CRM community.

I hope you enjoy the original document here. It’s something we wanted to share. For us, it’s really reassuring. It makes us feel we are on the right path and that’s always good news.

As always, your feedback is welcome. Please, feel free to let us know what you think.

10 Deadly Sins in CRM User Adoption

Hi Everybody!

Today we have a very interesting blog post published by the MVP behind CRMGamified, Pablo Peralta, in which he explains the importance of User Adoption for CRM. The original piece is in Spanish, but we’d like to share an outline of the key concepts with you.

Pablo’s article is entitled 10 Deadly Sins in CRM User Adoption. Frightening, isn’t it? Well, let’s take a look at the sin list:

1. Believing that a “blessing” from upper management is enough to get users engaged in CRM.

Sure we need managers to be on board with our CRM program. However, this is a necessary condition, not a sufficient one.

We should not believe that if the manager supports and encourages the use of CRM, it simply will be used. If he doesn’t support it, it will be very difficult for the CRM to succeed. But if he does, there is no guarantee that it will be adopted.

2. Having a Do-It-Yourself approach and only reveal the final stages of the project to end users.

This is very risky from the functional point of view (we could be doing something totally different than expected by final users). Besides, by doing this way, users are not involved either committed to the project, so ‘legitimately’ increases resistance.

The real problem here is the lack of feedback. You are building the CRM for they, you do need to take their opinions into account. Use prototypes, pre-releases, demos. Make sure they get familiar with the product and their expectations in place.

3. Entering too slowly into the system.

Of course, implementation needs to be gradual, but keep in mind that it shouldn’t be too slow that users feel the CRM is a mere option. You need to prevent them from getting the idea that CRM is just a side dish in their day to day work.

Once the system is in place, you need to push it whenever you can to promote a change in users’ behavior.

Pablo’s post explains that this recommendation was inspired by fellow CRM MVP Gus Gonzalez. He advises to always answer with “it’s in the CRM”, to any question related to a case, an opportunity, etc – thus forcing users to rely on the system instead of spreadsheets, emails, notes, etc.

4. Blaming the software for lack of adoption.

No doubt about it. Either if you use Microsoft® Dynamics CRM or Salesforce, both are tightly integrated with the office productivity tools. Both are powerful tools and market leaders, that consistently stands out as the CRM solution of choice.

There’s a very high chance that the tool is not the problem. If you feel that adoption is low because the software is not friendly enough… well, you are probably doing something wrong.

5. Choosing the wrong Power Users.

Selecting your power users for their time availability and willingness seems natural but it’s often a big mistake.

It’s a decision that looks good on paper, but think about it for a second: what can you tell about users that are willing to try new stuff and have the time for it? They are usually the newcomers. Young people that may not have enough experience in the industry and, most importantly, don’t have the trust of veteran employees yet. Choosing them as your power users will probably create a much higher resistance to change.

You need to select power users that are deeply involved in the company’s processes, especially in their particular area or department. However, you need to avoid having only one power user per area. You need to have more than one point of view.

6.Dumping duplicated or dirty data.

Data migration from other systems and databases may need to be considered a subproject in itself. Data cleaning and redundancy elimination need to be carefully implemented in order to have usable valuable information in the CRM.

7. Keeping the CRM isolated from other systems in the organization.

There are organizations in which is possible to run CRM as an independent isolated system (for CRM User Adoption while at least). But that’s often not the case for large organizations, especially if you want to increase user adoption.

For example, at UruIT Dynamix we have experiences with Banks, Health companies, TELCOs, where not having the information of core banking or legacy systems where important customer information and history resides would be totally unacceptable.

8. Underestimating training.

Dynamics CRM or Salesforce may seem intuitive enough to any office user, but don’t let that make you assume training is not important. In order to encourage user adoption, it’s very important to make them feel confident in the system.

You need to allocate time for training if only to make your users feel they invested time and resources in learning something new.

9. Failing to communicate the value of on-going maintenance to organizations.

As consultants, our job is not over the minute we implement the system. On the contrary, that’s when the REAL challenge begins and it’s one in which our clients are going to need our help as much as when they first contacted us. If they don’t see the importance of maintenance that’s probably our fault for not making it clear.

We need to have a previous agreement for the maintenance of the project for at least one year. Optimization is key in every CRM. It will not be truly “complete” until it is put to the test of time and use.

10. Failing to measure user adoption and not rewarding achievements.

We need to be able to measure. Always. Everything we do to perfect the system needs to be based on data. How many of them are using it? How are they using it? Which issues are causing them troubles?

The answers to these questions are essential if we want to answer the even more important questions. Such as: What changes do we need to apply? How do we get them to use it? How do we keep them engaged?

Of course, we don’t need to tell you how we solved that problem here at CRMGamified, right?

You probably know already that we came up with a couple of solutions that encourages user adoption by making CRM fun, and engaging!

Our Hurrah! Leaderboards broadcasts live data right from your CRM of choice into a TV placed in the war room, just like an ESPN for Sales, helping to inspire and motivate everyone in the team!

We are not going to bore you with all the details in this article (especially since we told you all about CRM adoption before) but feel free to check us out and try Hurrah! for FREE!

FREE TRIAL

As always, we welcome your feedback. Feel free to check Pablo’s original article here.

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