Luke Russell

The top 4 reasons why you should not implement CRM

1)If you are planning on devoting 90% of your time and budget to selecting and implementing CRM software, you probably shouldn't be implementing CRM. This point is nothing new. You have heard it over and over again, CRM is a BUSINESS STRATEGY. It's...

Why RFQs Fail in CRM Software Procurement

I have been preaching for years that only about 10% of CRM is about technology; the rest is culture (60%) and process (30%). This means that the traditional method of software procurement (typically an RFQ process) is inconsequential in determining CRM success. ...

3 Foundational Truths to Pre-CRM Implementation Planning

Your Internally-Devised Solution Will Look A Lot Like Your Existing Solution I have found that the most successful CRM implementations happen when a CRM expert is involved early on. This isn't because we are mystical wizards, it's because, as CRM facilitators, we understand what...

A history of man rejecting technology. One big lesson to learn.

John Henry retold by S. E. Schlosser Now John Henry was a mighty man, yes sir. He was born a slave in the 1840's but was freed after the war. He went to work as a steel-driver for the Chesapeake & Ohio Railroad, don't ya...

4 Critical Questions to Save Your Company from Quick Sand

This blog talks about business that are in the condition of "Quick Sand".  They look good on the surface, but there is constant movement beneath the surface that agitates and upsets the continuity.  Let me start by talking about real quick sand... First What is...

The 4 Es of CRM Success

Whether you have a CRM system in place, or are looking to implement CRM, remember the 4 Es and you CRM success is almost assured. Ignore them, and the only thing you will be getting from your CRM system is complaints and blame. ...

3 Crucial Business Trends to Plan for in 2014

Business professors Gary Hamel and C.K. Prahalad have written about an experiment that was conducted with a group of monkeys.  It is a vivid story of failure. Four monkeys were placed in a room that had a tall pole in the center.  Suspended from the...

Growth By Accident?

Richard James invented the slinky by accident (read the slinky story: http://www.slinkyprint.com/slinky_history.htm) and it became a wildly successful toy over the past 40 years.  Although some things are found by accident and become extremely successful; I am sure that is not the way you...

User Adoption Frustrations With CRM

If you have a sales person who loves your CRM system, is excellent at updating deals, and is diligent at entering notes, I can bet one thing and win 99% of the time: He or she is not your top sales person. ...

Increasing Sales Without Increasing The Size of Your Sales Force

On average, your sales people spend less than two hours a day selling. This is according to Mark Ellwood, President of Pace Productivity Inc. (Mark's report is here.) Paul Vinogradov agrees with Mark in his post. In fact, a simple goole...

The Unintentional Killing of CRM

Over my last fifteen years of facilitating CRM implementations, there are two programs that have been the unintentional death of CRM within many organizations: OUTLOOK In their efforts to implement a corporate calendar, increase mobility of CRM data, or simply to placate user's demands, many…

Is your data in the cloud safe?

It almost seems surreal that I am sitting at my keyboard writing this blog, knowing that it most likely will end up in the seemingly endless PRISM database. But I don't need to worry, I can trust the government, right? With NSA's massive...

CRM, easy as riding a bike?

Let me ask you a simple question. Would you say that using your CRM system is easier than riding a bike? Is it easier than driving a car? Most of the time when I ask this, the answer to both questions...

Is your CRM telling the whole story?

I recently logged into my health care provider's web site to look at test results and realized that there was a lot of missing information. This caused me to wonder if my doctor had access to all of the information, or if he...

Great Expectations for Outside Sales usage of CRM

Setting realistic goals is critical for a successful CRM implementation. However, just as critical is having realistic expectations. What's the difference? A goal is what you hope to achieve through the implementation of a CRM system, an expectation is the anticipation...

C-Level Fear of CRM

After working in the CRM world for 15 years, I continue to be amazed at CRM and the direction it takes. Besides being a fantastic "customer database," CRM is critical for forecasting, service, and marketing. Social CRM is now critical tool, and CRM...

Questions To Think About As You Move Toward CRM: Part 4

Do You Have the Internal Resources To Fully Implement a CRM Strategy? I absolutely LOVE it when, in my prospecting efforts, I come across a CRM champion. In my terms, a CRM champion is someone who understands the value and possibilities of CRM and...

Who Is The Consumer In A CRM Implementation?

My background is working for large manufacturing companies who produce Consumer Goods. In that industry we call the end user "the consumer". By definition a consumer is one who "uses up" something or is "engrossed" or "devours". Devour. I like...

CRM Across the Generations

It is not uncommon for us, in the CRM industry, to hear from prospects and customers that certain individuals in the company like doing things their way and they are not going to change. In a business that utilizes CRM, that could be...

Questions To Think About As You Move Toward CRM: Part 3

Whose Responsibility Is CRM? If this question were asked in a senior management meeting, depending on their individual base knowledge of the acronym CRM, there may be a very wide array of answers to this question. Company politics may play a role here too....

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