Luke Russell

CRM Training, You’re Doing it Wrong!

I can say very accurately that over 90% of companies that have implemented a CRM system have failed in the education of their users in relation to the CRM system. How do I know this? Through my observation of CRM implementations since 1998. My...

Pay me now or pay me later

In 1972 Fram Oil Filters ran commercials on television talking about their oil filters. A mechanic was usually under a car working. He talks about how a Fram Oil filter costs $4.00 and the cost of the repairs he was doing on...

The disposable world of CRM

It has long been said that The United States of America is a throw-away society. For years, possibly decades, rather than fixing something, we toss it and purchase a replacement. You don’t believe me? Simply do a google search for TV Repair in your...

Don’t waste your money on CRM if …

Over the last 18 years of CRM consulting and software implementations and integrations, I have come to learn several truths.  The most basic of these is the role software plays in a CRM implementation.  And over the last 14 of the 18 years I...

Why I Believe You Need a CRM Strategy, and How to Create One

In my earlier blog post, CRM Selection in 4 (Huge) Steps, I gave a brief overview of the four main steps to CRM selection. Since that post, I have been in several discussions as to whether the first step, defining your CRM strategy, is...

CRM Selection in 4 (Huge) Steps

Implementing CRM is not the same as implementing an accounting package or an email system. An accounting system is used for tracking financial information for internal and legal reporting purposes. The number of users is generally limited to those who understand accounting practices, and...

CRM … Changing the Role of “Sales Manager”

I cannot remember how many times I have sat in meetings with sales management discussing their need to see what their sales team is doing. They want sales call and activity reports accounting for every minute of a salesperson’s day, especially for out-of-office days....

You Might Not Understand CRM, If …

Recently I was sitting in a cigar lounge enjoying a conversation with a professional-looking couple in town from San Diego.  They had come to Green Bay to attend the Packers/Chargers game. Through billowing puffs of smoke, the question came up, as it typically does,...

The Most Frustrating Thing About Switching CRM Systems

There is a story about a farmer who had a dog.  One day the farmer’s neighbor came over to borrow a tool, and while they were talking the farmer’s dog was howling.  As they talked, the dog continued to howl. It was distracting to...

Who is Your Real Customer

As manufacturers put together their marketing plan for next year they often find themselves in a bit of a quandary in defining who their “real” customer is. More-often-than-not manufactures have little direct contact with the end user of their product. They sell through a...

The most common excuse for not using CRM

When we read quotes like, “It’s incredibly easy to get caught up in an activity trap, in the busy-ness of life… It is possible to be busy – very busy – without being very effective,” by Stephen Covey, we sometimes dismiss it as “that...

One Fatal Trend Preventing CRM Success

I have blogged in the past about business strategy, and C-level buy-in. I’ve been on my soap-box talking about reasonable expectations of sales people.  I’ve even been so bold as to say that many of your current CRM issues are not technical issues.  This...

3 Undisputable Truths about Implementing CRM

Subtitle:  Does the Cloud Have A Magical Silver Lining? More companies are looking to the cloud for a fast implementation of CRM.  Recently even Sage PLC (the makers of Sage CRM) announced they are moving to SalesForce.com (http://www.sage.com/media/press-releases/2015/02/26/the-sage-group-plc-announces-global-agreement-with-salesforce).  When confronted with the news, my brother...

Top 4 Things Executives do that Kill CRM

In their haste to increase user adoption and achieve ROI from CRM, executives sometimes set-up roadblocks to their own success. That’s right, company executives can frequently be the speed bump hampering their CRM success. How can this be?  The issue to companies’ lack of success...

2 Big Hurdles to Achieving ROI with CRM

CRM companies and vendors alike like to paint a rosy picture that if you implement CRM you will see more sales, longer customer retention, and higher customer satisfaction ratings. The list of CRM promises is endless. In fact, some online CRM systems purport that...

3 Reasons Your CRM Issues are not Technical Issues

Companies love technical change! It’s usually quick, and it is simply a matter of people, within an organization, putting in place solutions for which they know the answers. This is very true with CRM. We believe we know the answers, so we simply need...

The best delivery method for CRM

It is fitting that I am writing this blog during the football season, because I enjoy playing fantasy football.  In fact, I enjoy it so much I am in three different leagues on two different fantasy football websites (NFL.com and ESPN.com).  While both websites...

CRM Implementation: Fool me once, shame on you …

In their first implementation of a CRM system, many companies implement software with the expectation that their people will use it and will naturally work it into their processes. Immediately after the implementation, they are elated; people used it! Success! Then the demands of...

The Big Lie about Forecasting

I was with a customer last week that is using CRM for “accurate forecasting.” Let me say, before I go any further, that I believe that CRM can help with forecasting. In fact I believe it can “greatly improve” forecasting. However,...

4 Got-Yas in Switching CRM Systems

So, you’re thinking about switching your CRM system for another one.  Maybe you’ve outgrown your current CRM system.  Maybe you’re looking to lower recurring payments.  Maybe your users don’t use your current system and blame it on the software. Whatever the reason you are considering...

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