Achievement Unlocked – CRM User Value

Achivement Unlocked - CRM User Value

Achivement Unlocked - CRM User Value
Understanding what your provides your clients the same feeling as when an XBOX achievement pops on-screen goes a long way to achieving user value and adoption.

I celebrated the 10th anniversary of the XBOX this week by playing and completing Call of Duty: Modern Warfare 3 (on Veteran difficulty…just sayin’). As I repelled the seemingly endless waves of the fictitious rogue Russian Army throughout Europe, a couple of achievements popped-up  on screen after completing a level. That made me think…while the achievement does slightly inflate my ego and provide a brief, albeit unwarranted, sense of accomplishment, it also tells me that I am playing the game correctly.

So, I thought, it stands to reason that a similar tactic could be taken when it comes to CRM implementations. No, I am not saying that users get “achievements” when they successfully track an e-mail or complete a task…(although that would be kind of cool) but there are ways within CRM to provide users with cues, both visual and process based to inform them of successful use of the system. This can provide an easier path to higher user adoption for the new or hesitant CRM user. Some examples include Dashboards, Dialogs, Notifications and Color coding indicators.

Dashboards
Dashboards provide insight to management on business KPIs such as an Opportunity

Dashboards can present user relevant information to drive adoption

pipeline reporting, which clients have received touch points, or case distribution by subject  area. When combined with Goals, they open a window into a users success working in CRM. User based metrics can motivate a new CRM user to higher adoption levels based on a feeling of accomplishment and overall user value. These metrics can also provide training and support areas the ability to analyze negative usage trends that could lead to training opportunities to improve user adoption.

Dialogs
Dialogs provide the ability for users to update CRM records through an on-screen prompt and response mechanism. This improves the chances for more accurate data collection as users are directed to what information is required and how to enter it correctly. Tips on best practices or corporate procedures can also be included within the pages of the prompt and response. For new CRM users who may feel intimidated by the sheer number of fields available within a contact record, for example, dialogs cut right to the specific needs of the business process. This reduces the feeling that CRM “wastes time” or working in it can be a hassle. Also, dialogs can launch processes to automate follow up actions or workflow based on the prompt and response page input.

Notifications

Notifications are available natively through the CRM Outlook client for appointments, tasks and phone calls that a user is assigned within CRM. However, these notifications are simply reminders to take the action. CRM also allows for custom notifications such as e-mails sent to the user to inform them that an activity has been assigned, approval is required, or a phase of a sales process within an opportunity has been completed. These notifications can contain links to underlying activities or detailed process information. How you choose to notify your users about actions is limited only to your imagination.

Color coded indicators
Adding color indicators to CRM provide users immediate feedback on the status of a record or the result of actions taken on the record. Gonzalo Ruiz has written a great article on his blog on a few methods for adding color to the CRM experience.

In summary, Microsoft Dynamics CRM provides a rich platform to not only support your relationship management initiatives, but do so in a manner that enables your sales force and support staff to achieve more.

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Author: crmhobbit

The CRMhobbit (Shawn Tabor) is a Microsoft Business Solutions MVP and a Sr. Solutions Architect. He has experience implementing Dynamics 365 for Customer Engagement across various vertical industries including Financial Services, Manufacturing, Public Sector and Sports & Entertainment. Shawn specializes in the Dynamics 365 for Field Service, Project Service Automation and LinkedIn Sales Navigator solutions. The purpose of his blog is to share his knowledge, experience and thoughts regarding CRM in the hopes of benefiting those in the CRM community. If anything on this blog has helped you, please comment or rate the posts. Thank you!

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