If you’re still struggling with CRM adoption challenges, taking a “white glove” approach can help. Customize training for the attorneys’ specific needs, and ensure they’re getting value.
In our last post, we explored four essentials to help drive CRM adoption in your firm. Here are three more that are proven to help engage users and entice them to actually use CRM:
Educate your attorneys on best practices for using CRM to engage with their clients and contacts and show them how CRM will make that easier. Nudge them from being passive consumers of the data in the CRM to active contributors by making the connection for them between contributing and getting more value out of the system. Show them how to identify targets, access meeting notes, get updates on pursuits/wins/losses, or view client feedback.
Training is not a one-time event. Invest in training throughout the year.
There’s no such thing as a one-size-fits-all CRM rollout. Adapt the technology to meet specific needs and to deliver value for specific user groups. Start with one group with a strong leader and some specific or immediate needs. Configure CRM to meet the needs or solve problems and train the group around that. Then move on to the next group.
It’s in the DNA of law firm culture, so make CRM a “white glove” service as well. Law firms are different from other organizations. The partnership structure makes the carrot and stick approach ineffective. So don’t make CRM a chore, make it a value add. Here are some recommendations:
The keys to CRM adoption success are not difficult to understand, but they will vary for each firm. The common, essential thread is always the “value exchange.” If you make it easy for your attorneys to contribute value – and ensure they are getting value out of the CRM – adoption and CRM success will follow.
Read Seven Secrets for Driving CRM Adoption Success – Part 1