CRM Building Project 2: Teardowns
Is it time for a CRM renovation or a tear-down? Many of the firms we work with have had their CRM systems for years or even a decade or more. They can likely still remember their CRM building process and…
CRM Building Project 1: New Construction
So for some reason, one day about a year and a half ago, I decided that it would be a good idea to build a house. Not sure exactly why I thought adding this to my never-ending list of existing…
Data Quality Do’s and Don’ts – Part 6: The CRM Adoption Wreck
CRM adoption has the greatest potential for a wreck. Having worked with almost a hundred firms to help them achieve and enhance CRM success over the last eight years, the biggest challenge we always seem to run into is CRM…
Data Quality Do’s and Don’ts – Part 5: Herding CRM Users or “Cats”
Herding your CRM users or "cats" toward full participation is a challenge. The beauty of a CRM system is that by gathering and maintaining the collective information of all CRM users, contacts can be kept updated across the organization. If an attorney receives updated…
Data Quality Do’s and Don’ts – Part 3: Adopt CRM Orphans
CRM orphan contacts require care. There is nothing sadder than a poor, lonely little orphan – especially in your CRM system. When an "orphan" record is left in your CRM system and all the attorneys who once knew the contact are gone,…
Data Quality Do’s and Don’ts – Part 2: “I See Dead People” (in my CRM system)
Seeing dead people in your CRM system? Many of us may remember that chilling quote from the movie The Sixth Sense. Seeing dead people in your CRM system can be almost as disturbing. Nothing is more likely to cause your CRM…
Data Quality Do’s and Don’ts
To ensure data quality, focus on these key areas: manage changes in the status of contacts, adopt "orphans" left behind by attorneys, input missing data, and gain full participation and adoption. Part 1: Degrading Data Quality In today’s highly mobile…
Pipeline to Success: Firms Finally Embracing Business Development Technology
Download the PDF What gets measured gets done. This can certainly be said about “non-billable” activities in law firms. For anyone familiar with attorneys, this is not surprising. Busy lawyers are tasked with competing demands for their very valuable –…
Pipeline to Success – Part 7: The People
Are your people onboard with business development pipeline success? To ensure a successful outcome. the business development pipeline technology must first be supported at the highest leadership levels in the law firm. Next, there must be knowledgeable, well-trained people dedicated to inputting…
Pipeline to Success – Part 6: The Problem
Over the years, we have all heard way too many stories of CRM systems failing to meet expectations. What we don’t typically hear is that the reason why these systems didn’t meet expectations was often that the expectations were unrealistic.…
Pipeline to Success – Part 5: The Products
Recently, some CRM product developers have begun building pipeline tools to meet the changing needs of law firms. A few years ago, Microsoft began offering a version of its Dynamics CRM through industry vertical resellers who configured the software specifically…
Pipeline to Success – Part 4: The Past
When some larger firms with sophisticated marketing departments began to realize the limitations of spreadsheets years ago, they started looking for alternatives. But because the profession had not been focused on sophisticated business development tracking or technology in the past, there were…
Pipeline to Success – Part 3: The Pipeline
This is where real pipeline software can help to take a law firm’s business development to the next level. A true business development pipeline allows opportunities to be entered and linked to related people and companies. Pipelines also allow for…
Pipeline to Success – Part 2: The Spreadsheet vs The Pipeline
At its most basic, a pipeline is simply a way to track and report on business development efforts. Initially, when law firms began tracking business development opportunities, the original tool of choice was Excel. Even at some of the largest…
Pipeline to Success – Part 1: Law Firms Finally Embracing CRM for Business Development Tracking
What gets measured gets done. This can certainly be said about “non-billable” activities in law firms. For anyone familiar with attorneys, this is not surprising. Busy lawyers are tasked with competing demands for their very valuable – and very limited…
CRM Success Steps and Strategies – Part 11: Don’t Do It Alone
If this all sounds a bit overwhelming, don't worry. Few people have the extensive experience to successfully deploy a CRM system by themselves. Still fewer are excited about expending the effort to get this experience. Fortunately, you don't have to…
CRM Success Steps and Strategies – Part 10: Evolve
CRM isn't a project or an implementation. It’s a fundamental change – and improvement – in how your firm manages its most important assets – its relationships. As a result, CRM deployments shouldn’t end – they should evolve. There will…
CRM Success Steps and Strategies – Part 9: Dedicate Required Resources
Too often, firms are willing to spend money on a system but don't budget for other essential resources. More important than the investment in the technology can be the time and human resources required for success. Dedicated CRM staffing is…
CRM Success Steps and Strategies – Part 8: Train Continuously
Even if you get everything else right, CRM won't succeed without effective CRM training for all users. Customize Training for CRM User Groups It’s important to develop training plans and materials targeted to the needs of key groups. Assistants should attend classes…
CRM Success Steps and Strategies – Part 7: Communicate Effectively
As with any type of technology implementation, ongoing communication and training will be imperative. End users need to understand the reasons for CRM and, most importantly, what’s in it for them. Share CRM Success & Benefits Create benefit statements for…
CRM Success Steps and Strategies – Part 6: Roll Out Gradually
Once you have selected your system, you can begin planning for the CRM rollout. Don't make the mistake of attempting a “boil the ocean” implementation, deploying too many features to too many people in too big a hurry. Firm wide rollouts…
CRM Success Steps and Strategies – Part 5: Check CRM Provider References
Once you have narrowed the potential CRM products, it is absolutely essential to check references for providers. The ideal relationship with a CRM provider will be ongoing and, as with any long-term commitment, it’s important to know what you are getting into.…
CRM Success Steps and Strategies – Part 4: Vet Systems and Vendors
Only once you have clearly articulated needs and agreed upon goals, can you begin identifying potential CRM products to address them. Properly deployed and supported, CRM systems are invaluable because they can do so many things. Even the most basic implementation can…
CRM Success Steps and Strategies – Part 3: Involve Key CRM Stakeholders
CRM is often more about people and process than technology, so success starts with your users, the CRM stakeholders. Involve them early and often. Engage CRM Stakeholders: Assistants, Attorneys & Firm Leadership Special attention should be paid to the assistants…
CRM Success Steps and Strategies – Part 2: Analyze Needs, Set Expectations
Research tells us that, too often, CRM implementations fail to meet expectations. What they don't often tell us is that too often this is because those expectations were wrong. Before buying CRM (or any other) technology, make sure to set…
CRM Success Steps and Strategies – Part 1: CRM Success is Possible!
Yes, you read that title right. The words ‘CRM’ and ‘success’ were just used together. That’s because whether you are rolling out a new CRM system for the first time at your firm or trying to enhance adoption of an…