Improving CRM (Salesforce.com) Adoption
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Improving user adoption of Salesforce.com(…by using gamification)
“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?
What is SuMo?(Success through Motivation)
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).
Does it work?
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
Want to know more…
uk.linkedin.com/pub/tom-brewer/15/150/849/