We have come a long way since the old term “garbage in, garbage out” was first used to describe flawed –i.e. garbage -- data input that produces flawed “garbage” output. Since then, data management has evolved tremendously; progressing from manually…
On the 10th day of CRM Chris “Kringle” Fritsch explained to me, how business development supports closing business for attorneys! To properly develop clients, successful business development is vital to win business. But without a clean, correct and up-to-date CRM…
On the ninth day of CRM Chris “Kringle” Fritsch performed for me, a cost-benefit analysis of investing in our CRM capabilities! Many firms struggle with being industry-focused and segmenting their audiences effectively. This task is substantial, requiring significant time, financial…
On the eighth day of CRM Chris “Kringle” Fritsch told me, how law firms are managing data with a digital-first strategy! As more and more law firms transition to a digital-first strategy, firms are trying to maintain their competitive edge…
On the second day of CRM, Chris Kringle Fritsch explained to me, how to measure CRM success! CRM success is different for every firm, but one thing is for sure, if you have a CRM system, success can and should…
As we gather to celebrate Thanksgiving, a time for gratitude and sharing, let's not forget our CRM system and data quality, which can sometimes be left in a state of disarray amidst the festive preparations. Just like a well-prepared Thanksgiving…
For years, law firm client development has evolved along a continuum, from marketing to business development to sales. While the individual paths may be distinct and may diverge in some areas, it’s vital to be able to recognize where these…
In the past CRM adoption, and ultimately CRM success, was measured by the number of attorneys using the system on a regular basis. Although technology has evolved to make interacting with and utilizing CRM systems easier, lawyers are still reluctant…
CRM has traditionally been thought of as a tool, a piece of software, or even a glorified Rolodex. But if you look at how marketing technology has evolved over the years, it's not just a CRM anymore. We now have…
Customer Relationship Management (CRM) systems, the cornerstone of today's businesses, have been rapidly evolving to offer powerful features and tools. With the infusion of artificial intelligence, machine learning and predictive analytics, CRMs have transformed from mere contact databases to smart…
The summer is a great time to give your CRM system a seasonal overhaul. While summer may be a relatively slower period for some industries, it's an ideal time to get your CRM system in top shape before the busy…
Alumni relations is a powerful yet often underutilized aspect of law firm marketing and business development. Maintaining a robust network of former attorneys and staff can yield numerous benefits, from enhancing brand reputation to talent management to generating new business…
In today's data-driven decision-making environment, many businesses rely heavily on the accuracy, completeness and reliability of their data and their data quality management practices. Poor data quality management can quickly undermine these efforts, leading to costly errors, missed opportunities and…
Spring is a time for new beginnings, and what better way to kick off the season than by freshening up your data? Research shows that up to 30% of data degrades each year as people get hired, fired, move jobs…
Choosing the right CRM system is not an easy task. There are many options to consider and a failed CRM implementation can be extremely costly, not just in terms of the financial expense, but also because of the costs in…
We've all heard the saying “an apple a day keeps the doctor away" and you’re probably wondering what does this have to do with my CRM system. Well, similar to eating apples, it is the little things you do every…
Are you considering a new CRM? Before you decide to purchase a new system, a better and more budget friendly option may be to update and improve your current system and more effectively utilize what you have. Many relationships go…
On the 11th day of CRM Chris Kringle Fritsch told me some best practices to maintain our data quality! After you have a CRM system implemented, how can you ensure that the data going in is clean, correct, and up…
On the seventh day of CRM Chris Kringle Fritsch explained to me, what to do with alumni data! Chris Fritsch, Founder & CRM Success Consultant for CLIENTSFirst Consulting, and Stefanie Marrone, the Social Media Butterfly, came together to discuss the…
On the sixth day of CRM Chris Kringle Fritsch told me, it's time we redefine adoption! CRM systems have been around for more than 20 years, and we’ve been talking about adoption since the beginning. Maybe it is time we…
On the fifth day of CRM, Chris KringleFritsch gave to me, the 5 golden A’s of CRM! Sitting down and cleaning your data can be a very daunting task. So where do you start? Start with the five A’s of…
When implementing a CRM, a number of challenges can arise that hinder CRM success. In fact, respected researchers suggest that up to 70% of CRM implementations may fail to meet expectations. Despite these high failure rates, it’s possible to position…
Part 1 of this article focused on laying the foundation to achieve CRM success. Once you have assessed your needs, gained the support of your key stakeholders, and selected a CRM vendor, you are ready for Part 2, which focuses…
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…
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 are trying to enhance adoption of…
There is an old military adage that goes, “No battle plan can withstand the first confrontation with the enemy.” This references the fact that war is often unpredictable, and no amount of planning can account for all possible outcomes. And…
How solid is your CRM foundation? Once you have a concrete strategy and have formed a plan, you need to build a solid CRM foundation to ensure long term success. Doing this type of ‘groundwork’ will ensure that your CRM implementation and…
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.…
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…
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…
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…
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…
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…
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…
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…
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…
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…
If at first you don't succeed at CRM... so then what? Should you just give up? Throw in the proverbial technology towel? Admit defeat and go look for a job doing something easier - like maybe becoming a lion tamer…
In the past, you may have heard stories about CRM failures, disasters and unmet expectations. CRM has been branded as an over-hyped, overpriced technology with poor adoption and little or no ROI. It’s rotten to the core. In fact, some people…
Everyone has heard the saying that 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. Well, sometimes it is the little…
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