CRM Gamification With Zurmo – Points, Leveling and Categories Part 2
This is the second in a 2 part blog discussing further details on Zurmo CRM gamification, so if you have not already seen Part 1 where we discuss Points and Leveling, then I suggest you read that first!
CRM Gamification Category Levels
Our goal with Category leveling was driven by ambition to do something different with CRM gamification. We wanted to provide a game mechanic which was meaningful and not just another points and badges add-on.
We all have different strengths. Some are good at following up with our clients while others have a knack for driving new business. So imagine Gary and Jane are both level 8 system users. That does not tell you much about what they do or what they are good at. I guess you could say that they are good at hmm…..using the CRM??
We wanted to give those overall levels some meaning. How did you get to level 8? Where did you score your points? What are you doing well and what could you be doing better?
We began looking at what CRM does best and more importantly what people do in a CRM. We found that most actions fall into rather specific categories. As Zurmo grows we can expect to see additional categories, but at the time of this article you can expect to see the f0llowing in terms of gamification:
- New Business
- Account Management
- Time Management
So while all actions in the system earn XP points, actions that fall into any of the categories above will additionally count toward your experience or XP score in that area. Similar to general leveling, each category will level up independently. So for example lets say Steve, who has a gift for sales but relies heavily on his own mental notes, may have achieved level 30 in Sales but has a lowly level 2 for Communication.
This information starts to build a picture of what Steve is good at (closing deals) and what he could do better (sharing those call and meeting notes in the CRM).
As well as visually showing Steve that he may wish to better document his conversations with clients in the CRM, we want to encourage Steve to change his behavior. Bonus XP points, which are allocated to the users overall XP tally, are awarded each time a user levels up within a category. Since early levels in all categories are easier to achieve (becoming progressively harder), Steve would be rewarded generously for changing his bad habits and documenting his calls and meetings.
We hope this approach will provide incentive, or at the very least a positive short term reward, to the user for engaging in actions that are otherwise undesirable. We also hope it will encourage exploration and understanding of the CRM tool, but what do you think? Will this information be useful to staff and managers? Do you think we should be tracking other categories?
Best comment wins a Red Ferrari, X-Ray specs …………….or a Zurmo key ring!