GDPR Compliance: Process, Communications & Testing
by Rachel Fields, Client Success Consultant
In last week’s post we covered the basics of GDPR and new data privacy regulations as well as preparation of your contact data and CRM system to accommodate new data privacy information. (In case you missed it, read “GDPR Compliance: How to Prepare and Where to Begin”).
Now, with your CRM data prepared and your system configured to manage the new data privacy requirements, you’re ready to address processes, automation, and communication with your clients and contacts.
Create the Process
The specifics of automation will vary depending on your organization’s interpretation of the new data privacy regulations as well as the CRM and eMarketing systems in use.
GDPR Compliance: How to Prepare and Where to Begin
by Rachel Fields, Client Success Consultant
The General Data Protection Regulation (GDPR) goes into effect May 25, 2018. For some professional services firms, preparing for GDPR can pose some daunting challenges. But with some basic guidance, you can prepare your CRM and eMarketing systems to help your firm be compliant.
Where to Begin
Has your firm already done anything to comply with the Canadian Anti-Spam Law (CASL), which went into effect in July of 2017? If so, start there. Unlike GDPR, CASL has a provision for implied consent.
Relieving the CRM “Tax” Burden
by Dave Whiteside, Director, Client Growth & Success
I often see charters and business cases with a list of desired CRM benefits that look like this list below:
- Better client relationships….
- Less client attrition….
- Improved ability to cross-sell….
- Increased revenue and profitability….
- Increased team collaboration….
- Improved efficiency in serving clients….
- Greater staff satisfaction….
- Cost savings….
These are all worthy objectives on which to build a business case for CRM – but none of them contain a WHY and a WHO?
Are You “Taxing” Your CRM Users?
by Dave Whiteside, Director, Client Growth & Success
When we see so many firms struggling with CRM “adoption” it creates a question: Is it possible that the professionals in your firm view your CRM system as a tax? Like a tax, CRM benefits the firm and others, but not them?
The most common frustration heard when rolling out a CRM – my users just won’t adopt and use it! The initial tendency is to blame the users as being stubborn, obstinate and unwilling to “change”. But the real question is WHY are they unwilling to change?
Contact Management 101: Caring for Your Most Important Assets – Relationships
by Chris Fritsch, Client Success Consultant
To help communicate the importance of centralized contact management, we have compiled 10 top tips:
- Think of contact management as an investment. Contacts are valuable commodities and investing just a little time up front can pay dividends in the future.
- Value your relationships. For attorneys, there is almost no more important contributor to career success.
- Capture complete information. Without key details, you can’t effectively communicate with contacts.
- Update contact information regularly. Up to 30% of contact information changes each year,
Contact Management 101: Understanding the Payoff
by Chris Fritsch, Client Success Consultant
The reasons why attorneys manage their contacts in different ways isn’t important, but the challenge this presents for law firms is. A centralized collection of clean, correct and complete contacts is critical to effective marketing and business
development. Additionally, having contact and relationship information outside the firm’s central systems and security may present additional problems. As a result, many firms may find it important to get attorneys to develop consistent practices for centralized contact management.
So, what is the best way for firms to control the contact conundrum?
Contact Management 101: So Many Contacts, So Many Ways to Manage Them
by Chris Fritsch, Client Success Consultant
While formal contact management may be foreign to younger lawyers, this isn’t necessarily a generational issue. In fact, we now frequently find that even some of the most experienced lawyers are managing their contacts in different ways. The issue also isn’t caused by inattention or idleness. Actually, there are a number of valid reasons why changes in contact management methodologies have been taking place, such as:
- Attorneys are out of the office more often today, so it’s critical to have contacts on their mobile devices where they can easily access them
- Advances in search technology have made it easy to find contacts anywhere,
Contact Management 101: 10 Top Tips for CRM Success
by Chris Fritsch, Client Success Consultant
With another school year well underway, it seems like a good time to share a few lessons on contact and relationship management. One group of ‘pupils’ for whom this information can be particularly relevant is new attorneys who are joining a firm for the first time and who are eager to get to the head of the class by focusing on marketing and business development early in their careers.
It may seem to many people that contact management skills should come naturally to lawyers, for whom relationships are crucial.
The CRM Marathon Finish Line
by Raquel Lewis, CRM Success Consultant and Chris Fritsch, Client Success Consultant
Once you have come such a long way on your CRM marathon, it’s only natural to start looking for the finish line. You deserve a medal – or at least some sort of reward or recognition for getting this far, if nothing more than some rest and the satisfaction that comes from a job well done.
Unfortunately, the problem with looking for the CRM finish line is your assumption that there actually is one. I hate to be the one to break it to you but the CRM marathon never ends.
The CRM Marathon: Rest Breaks
by Raquel Lewis, CRM Success Consultant and Chris Fritsch, Client Success Consultant
When running a CRM marathon, you can sometimes become so focused on keeping up the pace that you forget to enjoy the scenery along the way. But if you sprint from the starting line at full speed, you can quickly lose steam. Instead, you need to maintain a steady pace – and it’s ok to give yourself some breaks along the way to catch your breath.
Taking small breaks during a marathon can actually be beneficial. They give you a chance to get your bearings and appreciate just how far you have come.
The CRM Marathon – and CRM Hurdles
by Raquel Lewis, CRM Success Consultant and Chris Fritsch, Client Success Consultant
To finish a CRM marathon, you will need patience and persistence. Honestly, almost no runner feels like getting up at 5 a.m. every day to hit the road, but real winners keep going. They know that if they persist, they can make it through to the finish line.
They also understand that CRM implementations can be a long and winding road. While there will be many accomplishments, there will also be setbacks. Out of nowhere, a key staff person quits.
The CRM Marathon – and the Data Dash
by Raquel Lewis, CRM Success Consultant and Chris Fritsch, Client Success Consultant
Along the CRM implementation route, data quality issues are a common hurdle for every organization. Here’s why: during a law firm CRM rollout, thousands of shared contacts quickly flow into the system from users. Some of these records contain incomplete or outdated information. Others are shared by multiple users, which will create a considerable number of duplicate records.
Attorneys are trained to notice errors, so if bad data is not addressed promptly, it will lead to distrust of the system.
The CRM Marathon: Training for the Race
by Raquel Lewis, CRM Success Consultant and Chris Fritsch, Client Success Consultant
If you want to win any race, you have to train. For training to be effective, you need to start well in advance of the race and don’t expect quick results. While inadequate training won’t get you to the finish line, pushing too hard can end up being painful.
CRM training is essential for all users and requires training plans customized to the needs of key groups and individuals. Marketing users need to focus on essential tasks such as contact categorization and segmenting,
CRM Marathon Coaches
by Raquel Lewis, CRM Success Consultant and Chris Fritsch, Client Success Consultant
It’s impossible to win any race without a good coach. Not everyone has had experience rolling out a CRM system before. Many firms also lack adequate internal resources or have limited bandwidth. As a result, asking for help isn’t just smart… it’s essential.
There are a number of resources you can turn to for support and assistance. Your CRM provider can be wealth of information. Colleagues at other firms who have rolled out a CRM in the past are also frequently willing to pass the baton and share tips and help you train.