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Gamification: 3 main reasons why it can boost the CRM ROI

09 Sep 2015 / Written by  / News

gamification

Recent surveys reveal that many businesses are struggling to generate positive ROI on their CRM initiatives mainly because end users - especially Sales Reps - don’t want to use it. Here are the main 3 reasons why gamification may be the right solution to successfully engage them.

gamification

Recent surveys reveal that many businesses are struggling to generate positive ROI on their CRM initiatives mainly because end users - especially Sales Reps - don’t want to use it. Here are the main 3 reasons why gamification may be the right solution to successfully engage them.

 

1. Higher adoption rates

A quick raise of hands should confirm that the majority of your co-workers play digital games frequently, like most adults nowadays. The reason for this lies in the addictive nature of games: they engage players both emotional and intellectually, motivating them to perform the same tasks over and over again in a quest for mastery.

Gamification is the use of game elements such as quests, points, levels and badges in non-gaming systems to improve user experience and engagement. In other words, it’s the construction of a strategic set of rules that compel people to compete or collaborate in the achievement of small accomplishments in return for desired rewards. Over and over again.



By leveraging people’s natural desires for mastery, competition and status, the gamification of daily sales tasks and activities supported by a CRM can make employees feel like they are playing a serious social game.

 

2. Better Employee Performance

A well designed game will help players master the skills required to efficiently complete tasks, give them instant feedback on their performance, encourage them to achieve better results and reward them when they do.

Therefore, it’s easy to imagine how gamification may contribute towards better onboarding experiences for Sales Reps and Customer Support Agents by providing training tips and continuous positive feedback.

When the rules of the game are clear and equal for all, people know exactly what they have to accomplish in order to achieve a certain status, reward or promotion. Besides providing a higher level of transparency, a gamification can also reinforce positive behaviours that translate in benefits for the company, such as accuracy and data completeness.

 

3. Optimized results

Like any software, a CRM system can only produce the expected results when used correctly and frequently. Gamification has proven to be a valuable tool to increase and accelerate end user adoption, which contributes to solving the business problems that motivated the investment on the CRM.

Although the most evident outcomes of a successful CRM are higher revenue and more satisfied customers, other benefits like the ability to make business decisions based on accurate information cannot be ignored.

In summary, gamification is a tool to be explored especially in cases where the adoption rate of a CRM is critically low or when the expected benefits of a CRM system are crucial to the success of a business.

At Right IT Services, we have a solid understanding of the many applications and implications of CRM gamification and have ideas that can benefit your business. Please feel free to reach out to us to know more about how gamification is being used in your industry.

 

Authors 

Aissatu Sila
Business Analyst
This email address is being protected from spambots. You need JavaScript enabled to view it.



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Last modified on Monday, 19 March 2018 14:39

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