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 –…
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…
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.…
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…
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…
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…
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…
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…
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 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…
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…
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…
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…
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…
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.…
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 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…
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…
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…
A recent article in the ABA Journal proclaimed, “Boom years for law firms were an aberration.” The article quotes information from a 2013 Client Advisory report from Hildebrandt Consulting and Citi Private Bank which predicts that the double-digit rate increases…
I recently heard someone comment that CRM is a journey, not a trip. Truer words were never spoken. As many of my clients will tell you, I am fond of saying that CRM is not a project, an initiative or a…
Many people who are recognized as leaders in their sport, field or occupation often attribute a significant portion of their current success to a trainer or coach of some type who helped them achieve more than they ever thought they…
A question that seems to keep coming up more frequently in discussions with firms about their CRM strategy is whether success would be easier to achieve with a CRM system that was ‘in the cloud.’ ‘The cloud’ is a fluffy euphemism for…
Have you ever heard the saying that you have to walk before you can run? It’s usually being spouted off by one of those really annoying self-important know-it-alls with all of their clever little sayings. You know, the ones who…
While a CRM checkup may be the best preventative medicine, sometimes we just don’t want to get diagnosed. We put it off because we get busy or because we figure if we ignore the problem long enough, maybe it will…
It’s always nice when something we say is reinforced by really smart people like the folks at McKinsey & Company. One of their articles about change management suggests that there are four basic conditions that must be met before people…
When you first begin a CRM rollout in your firm, it's easy to get carried away and want to really take off right out of the gate. It's perfectly understandable that you might get excited about the potential of CRM to help…
Nothing can be more frustrating than dealing with CRM data quality. But when it comes to CRM success, there are few things that are more important. While data quality tasks can seem monotonous and mundane, left ‘untreated’, a CRM…
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 contacts: They Love Me…
Human nature dictates that we all tend to do things that are in our best interest. This is especially true in the context of technology adoption in a law firm. For attorneys, time is money, literally, so they are not…
Whether you are rolling out a new CRM system or trying to enhance the adoption or participation with your current system, effective CRM communications is key. At most firms, you've really got to talk it up. In some firms, you may…
Drip… drip… drip… That little drop of water trickling down the sink drain often seems pretty insignificant. But over time, those small drips add up. In fact, one drip per second is actually 86,400 drips in a day. In a…
Outsourcing is defined as the contracting out of an internal business process to a third party organization and, as such, it has been a common and accepted business practice for a very long time. By that definition, could it…
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, unattainable… changing jobs, retiring, quitting, outa here... It can be…
Everyone has heard the saying "an apple a day keeps the doctor away". OK, now I know some of you are wondering what the heck that has to do with CRM success. Sometimes it is the little things you do each…
The goals of outsourcing include improving efficiency, reducing costs and gaining a competitive advantage. As a result, it shouldn't be too surprising that law firms have been experimenting with outsourcing for decades, according to some sources, as early as the 1960s. The…
A recent article in the ABA Journal proclaimed, “Boom years for law firms were an aberration.” The article quotes information from a 2013 Client Advisory report from Hildebrandt Consulting and Citi Private Bank which predicts that the double-digit rate increases that occurred…
Sometimes, when you are trying diligently to get to your ultimate CRM destination, the temptation can be to really ‘put the pedal to the metal’ and try to get there as quickly as possible. The problem is that when you…
While focusing on your ultimate CRM destination is, of course, important, it can also be beneficial to check out the scenery along the way. In your CRM planning, recognize that you need to take a little time to smell the…
Sometimes when you are on your CRM journey, you may get turned around. You may even feel like you have lost sight of your destination. It can seem as though you’ve passed the same landmarks over and over again without…
You may initially think that a CRM rollout or implementation would be straightforward. So many firms have gone down this road before that you wouldn't expect to have to blaze a new trail. CRM Rollout is a Winding Road But…
If you don't know where you are going, how in the world will you know when you get there? This is some sage CRM success advice. This is also the reason that for every CRM journey – from international adventures…
So what should you pack for your journey to CRM success? First I would start with some patience. CRM success is rarely instantaneous, and if you are in a hurry to see immediate results, you are often going to be…
I recently heard someone comment that CRM is a journey, not a trip. Truer words were never spoken. As many of my Clients will tell you, I am fond of saying that CRM is not a project, an initiative or…
As your CRM implementation ‘grows up,’ there are a whole lot more numbers or CRM metrics that become important. You have to keep your system healthy as it becomes more ‘mature. You certainly don't want your CRM getting 'age spots'……
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, increasing revenue.…
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…
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 played right,…
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