Resolv CRM Blog

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. 

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.”

As I am reviewing one of my latest webinars, “Transforming the service Department: 3 Insights into Achieving Happy, Profitable Customers Through Service,” I am reminded that while there are many ways to improve customer service and increase customer retention, one of the best ways is to seek out complaints.

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 with that.

Once again, today’s blog post is prompted by a quote.  This time the quote is attributed to Charles Revson, Founder of Revlon.  Here is the quote: “When it leaves the factory, its lipstick.  But when it crosses the counter in the department store, it’s hope.”  

As I prepare for tomorrow’s seminar I am reminded of the similarities between a relationship-driven sales process and the dating/marriage cycle.

Often I am asked how CRM software can help various departments with their CRM business strategy.  Here is a short list of the benefits CRM software can provide your departments:

This blog post looks at the hows and ifs of comparison shopping for CRM software…

This is the third and final post related to “Been There, Done That” …

This is the second of three posts related to the “Been there, done that” thinking of Customer Relationship Management.

In response to my last post, here is the explanation of the first reason for CRM failure ... 

I receive several calls each month from organizations looking for a demo of a Customer Relationship Management (CRM) software package.  Most of those asking believe CRM is something you can purchase.  However, CRM is not available for sale on a shelf, because it is not software.  If you are not familiar with my definition of CRM you will find it here.

CRM Software is a tool that can be used to help organizations manage the relationships with their customers.  Software also can help people within an organization to be more productive and better informed as to their customer’s historic purchase patterns, future needs, and overall strength.  Finally, software can alert of instances requiring attention, automate processes, and automate communications related to processes.  However, this all happens within the boundaries of an organization’s customer-centric business strategy.

Today’s blog post is going to be a bit on the satirical side … but it makes a point about an issue I frequently encounter, the “CRM in a Box” mentality.  It amazes me when someone asks what my CRM software can do for them, as if they are looking for the “magic bullet” to Customer Relationship Management to come from a box.  Simply install the software and all of their troubles are over.   Unfortunately, it’s not that easy,  but if it were, you can be sure Ron Popeil would have an infomercial for it …

Wrapped up inside this box, I have a CRM software solution work for each and every one of your businesses.  There is no need for you to think about your customers, configure it to match your processes, or integrate it with your accounting software.  This software is built on the only best sales practice currently known!

·         It will generate leads for your sales people,