The CRM success goals you set should be measurable, achievable and agreed upon by the firm’s key CRM stakeholders. They should also be relevant. In a law firm, that means saving time, solving problems or, best of all,...more
4/26/2012
A type of CRM category you may want to include is location. A location category can help to ensure that the right messages reach the right contacts. ...more
4/20/2012
To really achieve results and ROI with CRM, you have to put metrics in place to enhance and track success. It's a fact that what gets measured gets done. As an added benefit, achieving goals can give everyone involved a...more
4/13/2012
When you are trying to target key groups, it can also be beneficial to categorize your contacts by firm practice area or group....more
4/9/2012
CRM Success is not a zero-sum game. By definition, in a zero-sum game, the sum of the winnings and losses of the various players is always zero. Basically, it's winner-take-all.
In contrast, if the CRM Success game is...more
3/6/2012
At Valentine's Day, it's hard to resist a few candy references. So, as the rollout progresses, you may think you have this CRM project licked. In fact, you may even start to think that sweet success is so close you can taste...more
2/21/2012
There are also some good numbers that can be used as proxies for CRM success and progress, especially during the initial stages of a rollout. This is a time when it can be a bit premature to try to count actual Clients or...more
1/26/2012
The most important factor when it comes to winning or losing the business development battle is your troops. They must be loyal, courageous, dedicated and prepared. ...more
12/16/2011
So what kind of CRM numbers or metrics might make sense? Ideally, you want to find ones that are particularly relevant to the attorneys and the firm. Often these will be the numbers that are frequently preceded by a dollar...more
12/14/2011
Planning for the business development battle starts with gathering Intel. You need to do your homework to gain a keen understanding of your Clients and prospects, your adversaries – and even your own troops....more
12/7/2011
While it’s easy to portray business development as a battle – with the Clients as targets to be won over and your competition as the enemy standing in the way, this is a simplistic outlook. In reality, sometimes the enemy is...more
12/6/2011
When people who are tasked with responsibilities for CRM systems are asked to define success, many words come to mind - words like challenging, demanding, difficult, stressful, time-consuming… painful, impossible,...more
12/1/2011
While business development battles are often waged on many fronts, ultimate success almost always starts with a battle plan. No matter how large or how small the battle, a well-thought-out strategy can fortify your defenses...more
11/29/2011
If at first you don't succeed at CRM... so then what? Should you just give up? Throw in the proverbial technology towel? Admit defeat and go look for a job doing something easier - like maybe becoming a lion tamer or a crash...more
11/2/2011
When it comes to business development, many firms seem to be fighting a losing battle. So for the next few weeks, I’ll be addressing some of the fundamental concepts – and weapons – for winning the war on business...more
10/18/2011
It is the little things you do each day that really contribute to CRM success. This multi-part article discusses many of the things to do - and not to do. ...more
10/11/2011
Categories are frequently used to break your CRM database into more manageable groups or classifications or to target or segment your contacts. There are many reasons - and variety of ways - to categorize your CRM...more
1/6/2011
We’ve all been in that fun place: at a cocktail party or meeting, sitting on an airplane or train – or even at the kid’s soccer game – and someone asks, “So what do you do?” There are plenty of things you could say in this...more
10/14/2010
Admit it, we don't always like doing what is good for us but in the long run it makes us healthier. The same is true for CRM. It's not always fun doing what is "good" for CRM but in the long run it makes for a much...more
7/16/2010
After the purchase and implementation of a CRM system, we sometimes hear buyers or users say that they feel like they spent a lot of money and they aren’t getting the return on their investment. In many cases, this is because...more
7/9/2010
There is no such thing as “one size fits all” when defining CRM success - either in terms of systems or functions. It is key to understand the firm’s unique needs and goals– and then to fully evaluate all of the solutions...more
7/8/2010
Despite what many lawyers believe – or have been led to believe, business development is not an art. It’s a learnable, repeatable business process.
Ultimately, if you simply focus on putting the Clients first and helping...more
6/6/2010