To make your customers feel as if they are a part of your brand, you need to provide them with top-quality services.
Ultimately, they are the ones that define your business’s success.
And one of the best ways with which you can connect with them is through a CRM platform.
A CRM platform provides you a complete overview of your customers – existing and potential, in a single place.
Having all the information in a single customizable dashboard enables your employees to have a clear understanding of what your customers need.
Therefore, in order to deliver a quality customer experience, it is vital that you utilize your CRM to its fullest capabilities. To do so, you must create engaging CRM experiences for your employees and customers.
And an effective way to do this is through CRM gamification.
In this blog post, we will discuss CRM gamification and how implementing some effective strategies can help you make your CRM platform much more engaging and enable your employees to deliver top-class customer experiences.
CRM Gamification – The What and The How
CRM gamification helps you to setup motivational rewards on your CRM platform based on performance milestones that you want your employees to achieve. It creates an engaging experience for your employees and customers.
Incorporating gamification elements such as leaderboards, points, badges, and loyalty points in your CRM serves your employees’ and customers’ innate desires to be rewarded for every milestone they complete. This improves the performance of your employees leading to improved efficiency and productivity.
Key CRM Gamification Strategies to Drive Engagement
With effective CRM gamification strategies, you can not only boost the morale of your employees but also establish a deeper relationship with your customers.
Let’s take a look at some of the vital CRM gamification strategies that will help you engage your employees and customers more with your brand:
For Enhancing Customer Engagement
- Rewarding Loyal Customers
Implementing loyalty rewards helps you ensure customer loyalty. Customers love being rewarded for their loyalty. Your customers are your biggest brand advocates and rewarding them on the basis of their participation in an offer, a deal, a club membership, and more ensures that they would continue to be a part of your business. For example, Atlantic Airlines has come up with its flying club to reward loyal customers with tier points. There are three tiers – Club Red, Club Silver, and Club Gold and each tier offers members several benefits.
- Implementing Online Community Gamification
If you are looking to drive engagement in your online community, gamification can be a crucial piece to the Jigsaw. Gamification in online communities boosts user engagement and motivates members to participate more.
For instance, Nike+ is an online community that brings fitness enthusiasts together to motivate each other and engage in friendly competition. Nike also provides its Nike+ memebers with a variety of apps to measure different activities.
The world’s #1 CRM platform, Salesforce enables you to build an online community on the Salesforce Experience Cloud. With dynamic gamification on your Salesforce-powered community, you can take user engagement to a whole new level.
- Gamifying the Customer Onboarding Process
By implementing gamification in your CRM, you effectively onboard new customers. Most customers lose their interest during the onboarding process simply because they do not find it engaging. Gamification can add the engagement factor by bringing out their competitiveness and desire for rewards.
For instance, a leading automotive company in Germany rewarded their customers with points for completing every different component of the onboarding program and noticed a 60% spike in car purchases.
For Enhancing Employee Engagement
- Implementing Gamification in the Workplace
72% of employees believe that gamification motivates them to work harder.
Implementing gamification in the workplace helps you enhance employee productivity. It keeps your employees engaged and motivated with gamified business processes. A gamified workplace ensures that there is a healthy competition amongst employees leading to enhanced efficiency and productivity.
For example, Cisco, a leading tech company applied gamification ideas in their social media training to motivate their employees. And as a result, their teams became more proficient at using social media to achieve organizational growth.
- Implementing Leaderboards for Employee Performance
If you want to build healthy competition, the urgency to complete milestones, and teamwork amongst your employees, leaderboards can be really effective. Everybody likes to compete to be on the leaderboards and boast of their achievements. For instance, a leading pharmaceutical company in the US, Omnicare implemented a leaderboard to track and highlight the top performers and as a result got 100% employee engagement rate.
- Implementing Gamification in the Sales Process
By implementing gamification in your sales process, you can motivate salespeople and accelerate their performance by flaming their competitive nature.
One of the most difficult and time-consuming tasks is to get the salespeople onboard. It’s critical that they have a good understanding of your products and services as quickly and efficiently as possible. Implementing gamification in your sales process inspires them to engage more and ask each other how they are able to do well.
For example, Salesforce introduced an application for their sales team in collaboration with Nitro/ Bunchball that displays a team leaderboard and a progress bar. With this initiative, they have enabled their sales reps to get real-time feedback and get motivated to achieve their long-term and short-term targets.
Create a Stellar Engagement Strategy With Salesforce Gamification
When it comes to Salesforce implementation, there are several people-centric challenges that your organization can face.
The high cost of training, frequent employee turnover, and skill gaps can restrict your team from getting hands-on with Salesforce and delivering quality customer service.
This is where gamifying your Salesforce instance can help you.
Implementing gamification in Salesforce helps to deliver a quality experience to your employees and enables them to be more productive.
According to Salesforce, 90.4% of organizations that implemented gamification for their sales processes on Salesforce reported successful results in customer acquisition.
Adding gamification to Salesforce Sales, Service, and Experience Cloud can enable you to create an environment where users feel motivated to participate.
This is where you need an effective CRM gamification solution.
ScoreNotch adds a dynamic layer of gamification, which makes employee engagement and customer engagement on Salesforce-powered communities a whole lot easier. It leads to:
- Enhanced employee productivity
- Better customer service initiatives
- Improved customer engagement
Wrapping It Up
In these times, to deliver the best customer and employee experience, you need to engage them more with your brand.
Gamifying your CRM platform is an effective way to do that. It makes your CRM ecosystem a place where people indulge in healthy competition.
With the ever-rising customer demands, it is important that you should know about the top CRM gamification strategies that can help you entice your customers more.
In this blog post, we looked at 6 key CRM gamification strategies that can help you create better brand value by engaging your customers and employees.
Wish to leverage CRM gamification to drive employee productivity and customer engagement? Let’s Talk!