To Succeed with CRM, Try a Bigger or Better Hammer
By Chris Fritsch, Client Success Consultant and Meghan Van Dalinda, Client Success Consultant
The Evolution of (X)RM
To succeed with CRM, it’s helpful first to have some background. Law firm business development is all about relationships. So it is not surprising that there has been a continual and ongoing search for technology and tools to assist firms in discovering and leveraging these crucial relationships.
For over a decade, the relationship technology tool of choice for law firms was CRM (Client Relationship Management). A large number of firms attempted to deploy these systems to enhance client communication and service and gain relationship intelligence.
The CRM Marathon
– by Raquel Lewis, Client Success Consultant & Chris Fritsch, Client Success Consultant
CRM is a Marathon, Not a Sprint
When considering a CRM system, you may think that this is a technology that simply needs to be purchased, installed and implemented… but, in reality, that couldn’t be further from the truth. CRM is not a project, an initiative or a rollout. Rather, it’s a fundamental change, and an improvement, in how your firm manages and leverages its relationships. These relationships are critical to the success of the firm – which makes CRM essential for firm success.
Basics of CRM Success
-By Chris Fritsch, Client Success Consultant and Founder of CLIENTSFirst Consulting
What to Focus On
In working together with firms of all sizes on CRM projects, I have come to appreciate that there is no “one size fits all” for CRM success – either in terms of systems or functions. What is more important is to understand what you are trying to accomplish –the firm’s unique needs and goals– and then to fully evaluate all of the solutions that are available to see which can best meet those needs and goals. Ultimately, a CRM system should help your firm solve problems and automate processes.