Prsentation relevanter Ergebnisse Verankerung "Gamification im CRM Kontext"

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    01-Sep-2014

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Zielgruppe UX

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Gamification im CRMVictor Wndisch, DHBW Mannheim GamificationAnwendung spieltypischer Elemente und Prozesse in spielfremdemKontext.Durch die Integration dieser spielerischen Elemente soll im Wesentlicheneine Motivationssteigerung der Personen erreicht werden, die ansonstenwenig herausfordernde, als zu monoton empfundene oder zu komplexeAufgaben umsetzen mssen. Gamification By Design(OReilly) by Gabe ZichermannGamification towards aDefinition by SebastianDeterdingenterprise-gamification.comby Mario Herger Spiel 1: Tipp die OpportunityQuelle: Svenja Schiffler, Diplomarbeit Divider page Spiel 1: Tipp die OpportunityOpportunity verloren Opportunity gewonnen Minuspunkte Pluspunkte Spieler bekommt negatives Feedback Spieler bekommt positives Feedback durch Ratte durch Geldhaufen 2012 SAP AG. All rights reserved. 6 Spiel 2: Kundendienst Q&AQuelle: Stackoverflow.com 2012 SAP AG. All rights reserved. 8 2012 SAP AG. All rights reserved. 9 2012 SAP AG. All rights reserved. 10 Spiel 3: neues ProduktQuelle: CRM onDemand Vision Spiel 3: Short Term Sales Contest Neues Produkt Vertriebsmitarbeiter nehmen es nur schleppend ins Portfolio auf Opportunity Pipelinegenerierung Erfordert Kundengesprch Unabhngig von Verkauf 2012 SAP AG. All rights reserved. 12 Spiel 3: Short Term Sales Contest (Variante) 2012 SAP AG. All rights reserved. 13 Wichtige Erkenntnisse Selbstbestimmungstheorie nach DeciMenschen sind intrinsisch motiviert wenn das Bedrfnis nach Kompetenz (effectancy), das nach Autonomie/Selbstbestimmung (autonomy) und jenes nach sozialer Eingebundenheit (affiliation)erfllt sind. 2012 SAP AG. All rights reserved. 15 PersonasMike ElisabethVertriebsmitarbeiter, sehr materiell Kundendienst, sehr sozialBei einer mglichen Verteilung der Eine mgliche Einteilung in diefiktiven Person Mike auf die Spielertypen Spielertypen wrde fr Elisabeth alsowrde sie fr ihn folgendermaen lauten. bedeuten: Achiever (100 Prozent), Socializer (60 Socializer (90 Prozent), Explorer (90Prozent), Killer (30 Prozent), Explorer Prozent), Achiever (20 Prozent), Killer (0(10 Prozent) Prozent) 2012 SAP AG. All rights reserved. 16 Bartle Player Types 2012 SAP AG. All rights reserved. 17 Prozess Gamification anwenden Prozess Gamification anwenden Gamification anwenden Spiel vorbereiten Spiel durchfhren Spielresultate einsehen 2012 SAP AG. All rights reserved. 19 MockUpsVictor Wndischvictor.wuendisch@sap.com SAP Sales OnDemand Chuck Norris Help FEEDS ACCOUNTS CONTACTS LEADS OPPORTUNITIES FEED Post an Update Can`t remember? Browse All EMPLOYEES FEED Live Q3 Green Initiative Opportunity All Search this view Q3 Green Initiative Jane: Check out the new line of competitor products that John Appleseed from ACME TAGS Opportunity mentioned today. Jane updated his status 15 seconds ago Call Anthony Daytel * Task SHELF NEW CONTEST 2 Comments (1 new) View all comments FutureDays proposal.doc Game Name: Game X out the new line of competitor products that John Appleseed from ACME Check Word Document Bob commented 30 seconds ago Game Scenario: Short Term Sale| HELP Game Info: Really cool! Jim Tostel Person James commented 20 minutes ago te Quote for Flahing Ideas.xls Write a comment Crea Excel File ick Created: 05.04.2011 Positioning deck.ppt Qu Bob: Check out the new line of competitor products that John Appleseed from ACME PowerPoint Deck Owner: John Doe e mentioned today. Gam Bob updated his status 2 minutes ago Paige Wittman Next Cancel Sustainable Wind Person James: Check out the new line of competitor products that John Appleseed from ACME Betty Cooper mentioned today. Person James replied to Wolfgang`s status 3 minutes ago Betty Cooper Person 10 Items SAP CRM OnDemand John Doe Help FEEDS CONTEST CONTACTS LEADS OPPORTUNITIES ACTIVITIES ANALYSIS GAME X FEED 1 2 3 4 Scenario Description Time Participants EMPLOYEES READY FOR GAME Choose a scenario for your game Guha, Parto Scenario: Leaderboard Sales Rep bet your opportunity Sisneroz. Emily TAGS sales contest for product Sales Rep Cust. Service Q&A User, John Sales Rep SHELF Banoor, Sri Rekha Sales Rep Craig, Amy HELP Sales Rep Next ter orkcen st W C onte SAP CRM OnDemand John Doe Help FEEDS CONTEST CONTACTS LEADS OPPORTUNITIES ACTIVITIES ANALYSIS GAME X FEED 1 2 3 4 Scenario Description Time Participants EMPLOYEES READY FOR GAME Give a game description Guha, Parto Invitation text: This will be the first message the You should acknowledge things, e.g. Sales Rep invitee sees. a boring task behind the game here. Sisneroz. Emily TAGS Sales Rep Incentives (optional) User, John Incentives/Prizes: Here would be the place to put Sales Rep SHELF some prizes Banoor, Sri Rekha Sales Rep Craig, Amy HELP Sales Rep Next ter orkcen st W C onte SAP CRM OnDemand John Doe Help FEEDS CONTEST CONTACTS LEADS OPPORTUNITIES ACTIVITIES ANALYSIS GAME X FEED 1 2 3 4 Scenario Description Time Participants EMPLOYEES READY FOR GAME Set the timeline Guha, Parto Game start: 05.05.2012 Sales Rep Game end: 18.04.2014 Sisneroz. Emily TAGS Sent Invitations: 28.04.2012 Sales Rep User, John Sales Rep SHELF Banoor, Sri Rekha Sales Rep Craig, Amy HELP Sales Rep Next ter orkcen st W C onte SAP CRM OnDemand John Doe Help FEEDS CONTEST CONTACTS LEADS OPPORTUNITIES ACTIVITIES ANALYSIS GAME X FEED 1 2 3 4 Scenario Description Time Participants EMPLOYEES Choose your participants Invite per: Workcenter Force participation Feed TAGS Guha, Parto Craig, Amy Sales Rep Sales Rep Sisneroz. Emily Doe, Jane SHELF Sales Rep Sales Rep User, John Banoor, Sri Sales Rep Sales Rep HELP Banoor, Sri Sisneroz. Emily Sales Rep Sales Rep Ready! ter orkcen st W C onte SAP CRM OnDemand John Doe Help FEEDS CONTEST CONTACTS LEADS OPPORTUNITIES ACTIVITIES ANALYSIS INVITATION FEED PARTICIPANTS Youre invited! Guha, Parto Sales Rep EMPLOYEES Sisneroz. Emily Sales Rep You have been invited to participate User, John Sales Rep in Banoor, Sri Rekha TAGS Sales Rep Hi Guys, Craig, Amy Sales Rep SHELF I know Task X is a particular boring one to do. That is why I decided to create this little Contest, to step up HELP the heat between you on Cheers, ca> John o > ter N Accept Invitation No, Thanks. cen You can still join until . Work SAP Sales OnDemand Chuck Norris Help FEEDS ACCOUNTS CONTACTS LEADS OPPORTUNITIES FEED Post an Update Can`t remember? Browse All EMPLOYEES FEED Live Q3 Green Initiative Opportunity All Search this view Q3 Green Initiative Jane: Youre invited! You have been invited to participate in . Click here for TAGS Opportunity more details... Or just Accept the invitation! Jane updated his status 15 seconds ago Call Anthony Daytel Task SHELF 2 Comments (1 new) View all comments FutureDays proposal.doc Checking out the new concept of Gamification? Count me in! Word Document Bob commented 30 seconds ago HELP Really cool! Jim Tostel Person James commented 20 minutes ago Quote for Flahing Ideas.xls on Write a comment Excel File ca> o > Positioning deck.ppt Bob: Check out the new line of competitor products that John Appleseed from ACME PowerPoint Deck ed N mentioned today. Bob updated his status 2 minutes ago Fe Paige Wittman Person Sustainable Wind James: Check out the new line of competitor products that John Appleseed from ACME Betty Cooper mentioned today. Person James replied to Wolfgang`s status 3 minutes ago Betty Cooper Person 10 Items SAP CRM OnDemand John Doe Help FEEDS CONTEST CONTACTS LEADS OPPORTUNITIES ACTIVITIES ANALYSIS GAME X FEED Game preparation Guha, Parto EMPLOYEES No response Sales Rep Sisneroz. Emily Rejected Sales Rep 3/8 User, John No response Sales Rep TAGS Banoor, Sri Sales Rep Accepted Participants Craig, Amy 10 days remaining SHELF Accepted Sales Rep Doe, Jane Accepted Sales Rep HELP Banoor, Sri Sales Rep Rejected Sisneroz. Emily Rejected ter Sales Rep kcen Remind others Wor st C onte SAP CRM OnDemand John Doe Help FEEDS CONTEST CONTACTS LEADS OPPORTUNITIES ACTIVITIES ANALYSIS GAME X FEED Your status Guha, Parto 3 EMPLOYEES 66% Sales Rep Sisneroz, Emily 4 Sales Rep 65% You need to increase by only 2% to beat Emily YOU 63% 5 TAGS Banoor, Sri 6 61% SHELF Sales Rep Craig, Amy 7 Sales Rep 61% HELP ter orkcen st W C onte SAP CRM OnDemand John Doe Help OPPORTUNITY OVERVIEW FEED ACTIVITIES ACCOUNT TEAM ADDRESSES FEEDS ACCOUNTS Silverstar Wholesale Pet Procucts, Inc. LATEST FEED UPDATES 1d Industrial Manufacturing Opportunity sales stage updated to Quotaion by you. 4d Opportunity sales stage updated to GENERAL INFORMATION Quotaion by you. Account: Siverstar Fox Wholes... 1d Opportunity sales stage updated to Sales Phase: Identify Opportunity Quotaion by you. Distribution Channel: 01 - Direct sales 1d Opportunity sales stage updated to Category: Prospect for poducts... Quotaion by you. 4w Priority: Urgent Opportunity sales stage updated to TAGS Quotaion by you. Chance of Success: 90.0 % YOU EARNED +3000 POINTS Expected Value: 6.541,00 USD ADDRESSSES SHELF Relevant for Forecast: False You just did ! These points will be Addresses Phone Fax Main awarded in your . 102 Main Street/ San Francisco CA 90022/ US +1 650 413 4000 Yes LOCATION Keep up the good work! 102 Main Street/ San Francisco CA 90022/ US +1 650 413 4000 No HELP 102 Main Street/ San Francisco CA 90022/ US +1 650 413 4000 No You ascend to Rank 4 andain Street/ San Francisco Emily! 102 M have sucessfully beaten CA 90022/ US +1 650 413 4000 No 102 Main Street/ San Francisco CA 90022/ US +1 650 413 4000 No Close PRODUCTS Product Product Category Quantity List Price Nego>ated Price Konit Products 1 EA 1250,00 USD 1033,00 USD Konit Products 1 EA 1250,00 USD 1033,00 USD CONTACTS Delete Duplicate SAP CRM OnDemand John Doe Help FEEDS CONTEST CONTACTS LEADS OPPORTUNITIES ACTIVITIES ANALYSIS GAME X FEED AND THE WINNER IS John Doe 75% EMPLOYEES 1 Guha, Parto 2 Sales Rep 66% TAGS Sisneroz. Emily 3 65% Congratulations Sales Rep John! Banoor, Sri 4 61% SHELF Sales Rep Craig, Amy 5 Sales Rep 61% HELP ter orkcen st W C onte SAP CRM OnDemand John Doe Help Show Impact of Contest GAME SUMMARIZING REPORT John Doe 75% Please congratulate the winner in 1 a personal manner and send him his prize Guha, Parto 2 Sales Rep 66% Sisneroz. Emily 3 Sales Rep 65% The Game has produced a revenue increase of: $34.000 View: resulting Player activities (US) Player Impact of Player Measures

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