Chris Fritsch - ClientsFirst Consulting

September 29th, 2021
12:30 PM EST

#EpicCRMFails Webinar Series

Almost every firm using CRM and other marketing and business development software is looking for ways to increase the ROI on their technology investments. In the pursuit of success with technology, sometimes learning what NOT to do from people who have dealt with challenges can be more instructive than hypothetical discussions about what you could–or even should–do.

Join us for part three of this four-part series examining some of the top issues that can lead to “Epic CRM Fails.” You will hear from experienced marketing and business development consultants and in-house professionals who will share real-life stories of how they faced–and overcame–these obstacles. You’ll benefit from their “learning experiences” without having to go through them yourself. They will also share actionable ideas and best practices for success.

Here are just a few of the #EpicCRMFails best practices that panelists will share as well as some "potholes" they will help you avoid on the path to CRM Success:

  • Secrets of Adoption Success: Getting attorneys to add data to the system–or getting them out of the system altogether through automation and information capture.
  • Speak Their Language: Talking to attorneys on (and with) their own terms. If your culture necessitates talking about business development instead of sales, discussions about "pipelines" and "funnels" may not be the best idea.
  • Carrots and Sticks: Mandating compliance isn't an option, so be prepared to persuade, train and communicate (and don't forget the incentives).
  • ROI and the "Value Exchange": Make it an easy, seamless experience for attorneys to access the info they need, and they will be more open to sharing the info needed from them.

We hope you'll join us for this fun and interactive discussion. We will also be accepting "fails" from the audience and awarding prizes for submissions.

Learn More and Register

Check out videos of some real EpicCRMFails.

See EpicCRMFails Videos

About the Speakers

Chris Fritsch, J.D.

CLIENTSFirst Consulting

Chris Fritsch is a CRM Success Consultant and founder of CLIENTSFirst, a consulting company that has helped hundreds of firms select and implement the right CRM and eMarketing solutions to support marketing and business development efforts and maximize ROI. Her team of almost 100 CRM data quality professionals helps firms enhance CRM data quality. She is also a recognized authority, author and speaker on marketing and BD technology topics and was named among JD Supra Readers’ Choice Awards top 10 Marketing and BD thought leaders. Chris is a Fellow of the College of Law Practice Management and received her law degree from Emory University.

Brian Conway


Brian Conway is responsible for driving the solution strategy and roadmap for OnePlace Marketing & Business Development with specific focus on client and legal market needs. He has more than 15 years of experience advancing CRM and marketing automation as growth drivers for corporations and Am Law firms. Prior to joining Intapp, Conway led the technology and operations teams at Gartner, and more recently as an Intapp client at McDermott Will & Emery. He received a bachelor’s degree in Business Administration from the College of Charleston.

Robin Gerard


Robin Gerard is the Chief Marketing Officer at Stradling Yocca Carlson & Rauth, where she is responsible for the creation and execution of the strategic business development and marketing initiatives for the firm. This includes the implementation of practice group, regional, industry, and client level business plans, the development and implementation of cross-selling initiatives, client feedback, and client teams.

Robin received her J.D. from Pepperdine Law School and her undergraduate degree from Princeton University. Robin is currently president of the Legal Marketing Association West Region.

Special thanks to Rob Kates, Kates Media