Luke Russell

Using CRM to Manage Without the Mystery

Many times in my career I have managed people. Sometimes small teams and sometimes large ones. I believe management, like most things in life, is a skill that is developed and honed over time. Much like parenting, you want your employees...

Technology Is Not the Success Or Failure Of A Customer Relationship

My son is in the hospital this week, inpatient. In this situation we are the customer. It may be a specific industry with different terminology, but ultimately we are the customer. If there is an industry where customer care is documented...

Increasing User Adoption

I was recently asked what I believe drives a successful CRM implementation. Is it glitzy software? Is it solving a big problem with a lot of ROI? Is it having a project sponsor that pushes CRM down the corporation's throat? ...

If you want something to change in your business …

... then you have to change something in your business. I don't know how many times I am asked to implement CRM software to help a company do what they are already doing. They want it to look, act, and report...

Does Customer Satisfaction Drive Loyalty?

The age-old question of whether or not higher customer satisfaction leads to superior economic returns raises it's head again as companies invest in CRM strategies and CRM software implementations. CRM, Customer Relationship Management, is all about the customer, and is therefore frequently used to...

What do you sell? Features or Benefits?

Is there a difference between features and benefits? Many companies interchange these two words, and others that don't interchange them still do not have a clear definition of each. Not understanding the difference may be the difference between winning your next sale and losing...

Forecasting: business management tool, or colossal time waster?

As I consult with companies on forecasting and improving forecasting I am amazed by the complex formulas and difficulty that many organizations add into their forecasting methods. This led me to create a webinar series titled "4 ½ Keys to Improving Forecasting." While this...

So you have a CRM software system, now what?

So you decided to make the plunge and implement CRM software, but it is not having the impact you thought it would, what can be done about it? First of all, purchasing and implementing CRM software is the first step, not the last. Old...

Lost Customers can Jump Start Your Sales!

As I am reviewing one of my latest webinars, "Transforming the service Department: 3 Insights into Achieving Happy, Profitable Customers Through Service," (http://www.resolvcrm.com/index.php/sharing-our-knowledge/seminars/transforming-service-with-crm-1) I am reminded that while there are many ways to improve customer service and increase customer retention, one of the...

Back to the Basics

Due to the recent popularity of our new CRM webinar "What is CRM? And 10 Reasons why CEO's should be demanding it." I have come to the understanding that many are struggling with a definition of CRM. Today's blog post will hopefully help...

Maximizing your usage of CRM software

So you decided to make the plunge and implement CRM software, but it is not having the impact you thought it would, what can be done about it? First of all, purchasing and implementing CRM software is the first step, not the last. Old...

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