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Dreamforce 2012: Leveraging Gamification to drive Sales Engagement at Comcast


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Presentation from Dreamforce 2012 by Todd Goodbinder, VP of Sales and Sales Operations at Comcast. Provides an overview of Comcast's sales organization, their move to, and how they used gamification to drive adoption and increase key sales behaviors.

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Dreamforce 2012: Leveraging Gamification to drive Sales Engagement at Comcast

  1. 1. Sales Cloud: Leveraging Gamification todrive Sales Engagement at ComcastTodd GoodbinderComcastNational Vice President of Sales & Sales Ops – Business Services#DF12Gamification #DF12Engagement
  2. 2. Communications - Information - EntertainmentCable Communications Cable Networks Broadcast Film Parks Other #DF12Gamification #DF12Engagement
  3. 3. Business Class SolutionsComcast has the resources, products and supportcustomers need to be more competitive. Product Portfolio o Network Diversity o Scalability o o Reliability o o Industry Leading Data Service o o Lower Cost Higher Quality Voice o o TV for Business Needs o o Local 24/7 Business Class Support o #DF12Gamification #DF12Engagement
  4. 4. Pre Salesforce Situationo Legacy “home grown” order processing toolo Lack of visibility into metricso Highly transactional sales forceo IT development lags business pace #DF12Gamification #DF12Engagement
  5. 5. Leverage Salesforce Investmento Accelerate understanding of performance activitieso Improve utilization of CRMo Shift perception of Salesforce from management to sales tool #DF12Gamification #DF12Engagement
  6. 6. Next Goal: Wider Organizational Adoptiono Management recognized value of Salesforceo Improve Chatter valueo Pull sales teams into Salesforce vs Pusho Drive Engagement through Contests #DF12Gamification #DF12Engagement
  7. 7. Drive Sales Engagemento Focus team on success indicatorso Improve Salesforce tool engagemento Increase contest impact thru communicationo Use competition to motivate sales force #DF12Gamification #DF12Engagement
  8. 8. Sales Incentives Practiceso National and local incentiveso Limited visibility of contests => Conflictso Incentives focused on outcomeso Lack of regular updates on contests #DF12Gamification #DF12Engagement
  9. 9. Gamification Solution #DF12Gamification #DF12Engagement
  10. 10. Demo#DF12Gamification #DF12Engagement
  11. 11. Communication #DF12Gamification #DF12Engagement
  12. 12. Leaderboard #DF12Gamification #DF12Engagement
  13. 13. Building a Contest #DF12Gamification #DF12Engagement
  14. 14. Building a Contest #DF12Gamification #DF12Engagement
  15. 15. Results: Average Appointments Set/Day Contest 35 Sledgehammer 30Teams Déjà vu w/ leveleleven % Change 25Wallace 10 33 230% 20 Déjà vuWright 9 17 89% Sledgehammer 15DeWitt 8 14 75%Franke 5 11 120% 10Hayes 5 9 80% 5 Total 37 84 127% 0 Wallace Wright DeWitt Franke Hayes #DF12Gamification #DF12Engagement
  16. 16. Feedbacko Competition skyrocketedo Contest administration burden removedComcast Quotes:o Sales Ops Manger - Jason Franklin “….results are instant and everyone knows where they stand”o Sale Manager - Dan Oleson “…The email updates and Team Ranking keeps the Contest objective in minds of our Sales Team...” #DF12Gamification #DF12Engagement
  17. 17. #DF12Gamification #DF12Engagement
  18. 18. #DF12Gamification #DF12Engagement