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 not only necessary, it is essential.
Data Quality Must Be Managed
For all firms, a CRM project manager will be beneficial during the rollout. Larger firms may also need a dedicated full- or part-time CRM manager for ongoing success. Data quality resources are also imperative, especially during the rollout when shared attorneys’ contacts flow into the system creating a significant number of duplicates. Additionally, an estimated 30% of contact data becomes outdated each year as people move, change jobs, get married and have other status changes. This means ongoing data quality support will be required because if attorneys don’t trust the data, they won’t trust the system……