improving crm (salesforce.com) adoption

8
Improving user adoption of Salesforce.com (…by using gamification)

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Post on 11-Aug-2014

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How do you really know whether your sales team is engaged with the CRM system you have just introduced? Answer is you probably don't... one way to accelerate your business case benefits might be to consider gamification.

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Page 1: Improving CRM (Salesforce.com) Adoption

Improving user adoption of Salesforce.com(…by using gamification)

Page 2: Improving CRM (Salesforce.com) Adoption

“Yes! I have completed my

meeting report!!”

Incentivise Enforce

In certain cultures you might not need

to do anything.

Or…encourage adoption by appealing to people’s motivation

Is it right to additionally reward people for updating

the CRM system…

Too much enforcement (stick!) and you can crush creativity and diminish performance

You could hard wire sales commission to usage of the

CRM system?

Page 3: Improving CRM (Salesforce.com) Adoption

What is SuMo?(Success through Motivation)

Page 4: Improving CRM (Salesforce.com) Adoption

SuMo for Salesforce is a KPI and gamification-oriented application. Embedded within Salesforce (as a native APP) it encourages sales teams to adopt the best techniques and standards when using Salesforce. SuMo rewards sales inputs and uses gamification to reinforce accomplishments, enhance skills and of course, improve excellence on the job (which is what gamification is all about).

Page 5: Improving CRM (Salesforce.com) Adoption

Does it work?

Page 6: Improving CRM (Salesforce.com) Adoption

Baseline Period

(users unaware)

With Gamification

Points for opportunity

creation, account planning,

collaboration, key fields, etc.

Jan Feb Mar

Go live with SFDC

Before Gamification

Good user engagement with

Chatter, Dashboards starting to take

shape, UX positive… SuMo wasn’t used to

fix a problem

High engagement and focussed

activity

Benefits Realisation

Cas

e St

udy:

UK

Fin

anci

al S

ervi

ces

Com

pany

Page 7: Improving CRM (Salesforce.com) Adoption

Want to know more…