Luke Russell
Luke Russell
Luke Russell has been CRM consultant since 1998. He has personally consulted with hundreds of organizations, and has a strong success record for CRM implementation and results. During this time, he has worked with customers to achieve such lofty goals as higher quote win ratios, larger average order size, more effective follow-up, reduced cost of administration, increased customer retention, and expanded cross-sales into existing customers; to name a few. Luke is the founder of Resolv, Inc.
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...
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. ...
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...
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...
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....
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...
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...
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...
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...
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...
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...
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. ...
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...
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...
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,...
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...
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...
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...
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...
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...