As with any type of technology implementation, ongoing communication and training will be imperative. End users need to understand the reasons for CRM and, most importantly, what’s in it for them. Create benefit statements...more
Once you have selected your system, you can begin planning for the rollout. Don't make the mistake of attempting a “boil the ocean” implementation, deploying too many features to too many people in too big a hurry. ...more
Once you have narrowed the potential products, it is absolutely essential to check references for providers. The ideal relationship with a CRM provider will be ongoing and, as with any long-term commitment, it’s important to...more
2/11/2015
Only once you have clearly articulated needs and agreed upon goals, you can begin identifying potential systems to address them. Properly deployed and supported, CRM systems are invaluable because they can do so many things. ...more
CRM is often more about people and process than technology, so success starts with your users. Involve them early and often. Special attention should be paid to the assistants because often they are expected to do a lot of...more
Research tells us that, too often, CRM implementations fail to meet expectations. What they don't often tell us is that too often this is because those expectations were wrong. Before buying CRM (or any other) technology,...more
Yes, you read that title right. The words ‘CRM’ and ‘success’ were just used together. That’s because whether you are rolling out a new CRM system for the first time at your firm or trying to enhance adoption of an existing...more
Human nature dictates that we all tend to do things that are in our best interest. This is especially true in the context of technology adoption in a law firm....more
Whether you are rolling out a new CRM system or trying to enhance the adoption or participation with your current system, effective communication is key. At most firms, you've really got to talk it up. In some firms, you may...more
Outsourcing is defined as the contracting out of an internal business process to a third party organization and, as such, it has been a common and accepted business practice for a very long time.
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The goals of outsourcing include improving efficiency, reducing costs and gaining a competitive advantage. As a result, it shouldn't be too surprising that law firms have been experimenting with outsourcing for decades,...more
A recent article in the ABA Journal proclaimed, “Boom years for law firms were an aberration.” The article quotes information from a 2013 Client Advisory report from Hildebrandt Consulting and Citi Private Bank which predicts...more
Sometimes, when you are trying diligently to get to your ultimate CRM destination, the temptation can be to really ‘put the pedal to the metal’ and try to get there as quickly as possible....more
While focusing on your ultimate CRM destination is, of course, important, it can also be beneficial to check out the scenery along the way. You need to take a little time to smell the CRM ‘roses’ and relish your successes to...more
10/17/2012
Basic training focuses on general business development skills and information that are essential for all recruits to understand before moving into the field. However, as with any type of training, up to 75% of this knowledge...more
10/1/2012
Sometimes when you are on your CRM journey, you may get turned around. You may even feel like you have lost sight of your destination. It can seem as though you’ve passed the same landmarks over and over again without making...more
9/26/2012
You may initially think that a CRM implementation or rollout would be straightforward. So many firms have gone down this road before that you wouldn't expect to have to blaze a new trail.
But what you will often discover...more
8/23/2012
If you don't know where you are going, how in the world will you know when you get there? This is some sage CRM success advice. This is also the reason that for every CRM journey – from international adventures such as a...more
8/10/2012
Business development basic training for your troops should be done early and often. While it’s almost never too soon to begin training in the basics of business development, attorneys who have been practicing 4 years or more...more
8/2/2012
It’s always more fun to travel with a friend, so you may want to invite some other folks along for the ride. CRM is a team sport. Trying to go it alone is not only incredibly painful – it’s impossible.
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7/26/2012
So what should you pack for your journey to CRM success? First I would start with some patience. CRM success is rarely instantaneous, and if you are in a hurry to see immediate results, you are often going to be sadly...more
7/19/2012
I recently heard someone comment that CRM is a journey, not a trip. Truer words were never spoken.
As many of my Clients will tell you, I am fond of saying that CRM is not a project, an initiative or a rollout – it’s a...more
6/28/2012
Since categories make it easier to segment and reach key Clients, it would seem like the more categories you have, the better, right? Not necessarily....more
6/7/2012
As your CRM implementation ‘grows up,’ there are a whole lot more numbers that become important. You have to keep your system healthy as it becomes more ‘mature. You certainly don't want your CRM getting 'age spots'… or...more
5/10/2012
Categorize CRM contacts by contact ‘status’ or ‘type, will allow you to better keep track of key individuals, segment your lists and target the audiences that you want to reach – or the ones that you don't....more
4/28/2012