Home > CRM > GAMIFICATION with Microsoft Dynamics CRM

GAMIFICATION with Microsoft Dynamics CRM

The concept of GAMIFICATION has become my new area of interest in the recent days when it comes to developing and using business applications like Microsoft Dynamics CRM.

To give you a little background before getting into the technology about gamification strategy. In a nut shell, Gamification is the process of adding game elements to non-game applications.

Definition (From the Wikipedia):

Gamification is the use of game design techniques, game thinking and game mechanics to enhance non-game contexts. Typically gamification applies to non-game applications and processes, in order to encourage people to adopt them, or to influence how they are used. Gamification works by making technology more engaging.

And, according to Gartner’s report by 2015, 50% of companies will use the game elements in their business.

Any business application in the enterprise requires extensive data inputs from their users to make it a more profitable business. In order to achieve that, your users should feel engaged and motivated to use the system. Myself being a CRM consultant, I’ve always seen the problem of CRM user adoption in most organizations and with respect to that recently, I’ve written a blog post on Tips to improve CRM user adoption,


And now I was thinking how beneficial it will would be if we incorporate the concept of Gamification into CRM applications more precisely on Microsoft Dynamics CRM to drive more user adoption.

Today in most business cases, your sales people are not interested in updating/feeding the data in the CRM system. They think what value it could bring-in for them if they do so. But for the organization, it is highly imperative . So how can we create a WIN-WIN situation for both the organization and their people by using CRM. I feel that the concept of Gamification could serve the purpose. Imagine how faster and efficient the same people’s brains work when they play Farmville or WarCraft on Facebook? How much more value they could bring to the company, if they approach their work with the same interest as the game?

And this is how I envision the solution for Microsoft Dynamics CRM –  Just a small insight

For sales users, If the number of lead conversion success rates or opportunity closures for a CRM sales user is higher, their user profile is updated with a medal or a recognition which is displayed in their profile and notified to the entire Organization about the achievement.It will be a tag which the user is entitled to have until someone else supersedes him/her.  Just imagine how it encourages the sales person to do more by being rewarded and recognized.

For customer support users, The user or a customer service representative who had resolved most number of customer cases and for whom the case’s success ratio is high will be rewarded and recognized.

Think of the impact it could bring-in for your CRM users if they are recognized and rewarded for their efforts. They feel valued and that will motivate them to do more.

The whole idea of this approach originated in me with my own experience in Microsoft community forums and till date it has remained a motivational factor for me in contributing to the Microsoft Dynamics CRM community and got rewarded as MCC (Microsoft Community Contributor) Award for consecutive 2 years (2011 & 2012).

When I answer people’s questions on Microsoft Dynamics CRM community forums and if my answer helped them solve their problems. I will be rewarded with points and subsequently if earn more points, I will be recognized with medals, every morning even before checking my emails, my first thing would be to check my forums profile to see how my solutions helped people and the points I earned. That kept me doing more and more and I would expect the same kind of an impact it should bring for the Dynamics CRM users within the organization by using the system.

What I suggested above is just a basic idea with the intent to introduce the concept of GAMIFICATION with Microsoft Dynamics CRM to all Microsoft partners and customers across the globe to leverage the tool and incorporate game mechanics thereby creating better user adoption.

Microsoft Dynamics CRM is not just a business application which helps to solve business problems and build profitable results. It is also a tool which provides you with the framework to build anything even more fantastic.

Happy GAMIFICATION with Microsoft Dynamics CRM!


Francis Edwin

Categories: CRM
  1. Dirk Pfenning
    October 10, 2012 at 9:20 pm

    Hi Francis, great bolg about why/how Gamification would work in Dynamics CRM. The only missing piece is how? Have you seen/heard of any partners building out Gamification mechanics for Dynamics CRM?

  2. November 1, 2012 at 11:13 am
  3. February 21, 2013 at 12:04 am

    Thank you Edwin for point us our solution. I’m really excited about all the hype it has created in the community.
    I would like to add to the discussion the concept of team competition. I mean, not only engage users and have users leaderboards but also make them part of a team and set up competition for teams, so as to enhance teamworking. This is something we considered in our design too.
    We are very passionate about the amount of features we are delivering on this first release. We got lot of feedback from the community and implemented a lot of suggestions, corrected bugs and have lots of improvements ahead.
    Feel welcome to take a tour at http://crmgamified.com and if heading to Convergence 2013 this year at New Orleans, I’d be glad to meet you in person, discuss about gamification and hear your suggestions to keep improving our product.

    • February 21, 2013 at 12:55 pm

      @Pablo: My pleasure, thanks. The concept of team collaboration and competition is such an exciting idea to be a part the http://crmgamified.com solution. I would also be interested to share some of my thoughts for making this a world-class solution. Please share your email or skype ID so that we can discuss, you can write to me at francisedwin@live.com.


  4. April 15, 2013 at 11:28 pm

    I found your blog on google and test a few of your early posts. Your blog is just great.

  5. April 17, 2013 at 2:18 am

    I am really impressed with your writing skills as well as with the layout on your blog.
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  1. January 29, 2013 at 1:13 am
  2. January 29, 2013 at 1:15 am

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