Paul Greenberg, author of the “Bible of CRM,” has written and spoken about how the future of CRM is Customer Engagement. As we become an increasingly digital world, how do you get customers to engage digitally? How do you get employees to engage digitally with customers? This is where digital motivation comes in. With Badgeville’s recent release of new connectors for customer journey applications, companies digitally motivate their customers and employees to engage— for the first time and for the future.
Here are examples of how Badgeville Connectors work and ROI/benefits customers have realized with Salesforce, Yammer, SharePoint, and Jive.
Salesforce
How do you drive adoption and value from your Sales/Service Cloud when on average more than half of CRM implementations fail to meet business objectives?
With the Badgeville Connector for Salesforce, companies accelerate the adoption and value of their CRM investments by rewarding valuable user behaviors inside their sales and service clouds.
How It Works
Companies can add the Badgeville Connector to Salesforce through the Salesforce App Exchange. Utilizing Salesforce’s workflow rules to define behaviors, Badgeville’s Salesforce connector is the most flexible tool on the market. For visualizing, Badgeville provides pre-constructed VisualForce pages using Badgeville’s widgets that can be quickly added to Home Pages, Chatter Profiles, or work standalone as their own pages. Pop-up notifications and streams instruct users on their progress. All reputation is stored in Badgeville’s secure hybrid cloud and therefore can be ported across platforms across your enterprise.
What are the benefits?
For their Salesforce with Badgeville implementation, a Badgeville customer saw the following:
4x increase in number of accurate forecasts
5 increase in number of new deals entered
Yammer
Although many Yammer deployments provide great value for their organizations, including collaboration and knowledge sharing, some experience adoption as low as 23%. In addition, many employees naturally have a resistance to change due to lack of cultural buy-in or perceived skills to perform in this new social collaboration tool. The Badgeville Connector for Yammer motivates people to share effectively by recognizing employees for their contributions.
How it Works
By publishing contributions in Yammer’s Feeds and making feedback immediate, employees use the tool more frequently and ultimately help the company achieve important business objectives like ideation, innovation, and compliance. Badgeville can be tailored to improve employee skills by engaging them in learning how to use various Yammer tools including posts, replies, and praises and getting them over the hurdle of resistance, even on mobile. The Badgeville Connector for Yammer provides important contextual information to users by tapping into Yammer’s attributes including groups, topics, and hash tags. As a result, the user is not bombarded with useless information but rather receives rich context driven data, and administrators get a unique view into the behavior of their players.
What are the benefits?
For their Yammer with Badgeville implementation, Booz Allen Hamilton saw the following:
70% of participants completed core requirements within milestone goals
40% weekly return to their Yammer site
50% of participants collected their first badge shortly after joining
SharePoint
An estimated two-thirds of organizations prefer SharePoint for internal communications, information and sharing. But adoption continues to be a challenge.
The Badgeville Connector for SharePoint motivates people to share effectively by recognizing employees for their contributions.
How it Works
The Badgeville Connector for SharePoint provides rich visualizations in SharePoint that showcase and recognize employees for sharing and communicating. These visualizations include Activity Streams and Leaderboards. Activity Streams show things like articles read and posted. Leaderboards show individual or team progress towards business goals. The Mission Progress visualization shows the rewards a mission requires and the player’s progress against those rewards. The player’s overall percentage of completion for the mission appears in a circle, alongside the mission’s hint text, which explains what the player must do to complete the mission.
Jive
While Jive provides a robust community platform for users to connect and share knowledge, businesses still struggle to drive engagement within these experiences. In fact, Gartner finds that 72 percent of users registered for proprietary online communities never log in. The challenge lies in motivating continuous contributions and giving users a reason for coming back.
How it Works
The Badgeville Connector for Jive enables companies to motivate continued community participation and retention through the following techniques:
Surfacing expertise: Improve member rankings that naturally surface expertise for the different spaces of the community as members contribute and are recognized for their contributions by fellow members.
Improving quality answers: Encourage the use of recognition based behaviors (i.e. voting and ratings) for content. Exposing member expertise as part of the user’s identity can provide more confidence in the answers given.)
What are the benefits?
For their Jive with Badgeville implementation, a customer saw the following:
240% increase in average revenue per user
41% increase in number of videos watches
20+% increase in customer, employee and partner activity in Jive
For more information on Badgeville connectivity, see the Application Connectivity webpage.
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