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 the ‘heavy lifting’ in terms of contact entry and maintenance. If you want their participation, make them feel like part of the process. To get the attorneys to buy in, find ways to make their lives easier. Additionally, CRM won't succeed without another key group: firm leadership. Their conspicuous, consistent support is required to prevent CRM from be perceived as optional when the real goal is to make CRM usage habitual….