CRM Adoption and Gamification: Tips for Success

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Making the CRM Commitment

According to Gartner, 50 percent of consumer product investments by 2017 will be redirected to customer experience innovations. Whether or not this statistic holds true, executives increasingly understand how important CRM — generally defined as building a company's people processes and technology around their customers — is to overall performance.

It’s important for leadership to understand that purchasing the solution is just the beginning of the commitment – implementation and adoption are the real keys to success. Software publishers understand this. We know, because many of them are enhancing their solutions to meet these needs.

According to a report from consulting firm Capterra, the customer relationship management (CRM) market is on pace to surpass enterprise resource planning (ERP) as the largest grossing enterprise software sub-segment. That growth statistic shouldn't be surprising – if your business has customers, chances are you've either implemented a CRM solution or you're thinking about it.

CRM isn't just a sales tool. The finance and IT departments, customer service representatives, even executives who want to analyze data captured through the solution need to know how to utilize its various components. How does a company that has invested in CRM make sure that various internal audiences are using the CRM solution correctly and accurately? Gamification could be the answer for many.

In this slideshow, Chuck Ingram, director of CRM at Tribridge, a technology services firm, provides his thoughts on gamification as a way to ensure that companies are making the most of their CRM investment.

 

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