CRM in (a) Crisis: Moving CRM From Glorified Rolodex to Growth Enabler

It was Winston Churchill who said never let a crisis go to waste.

For not years but decades, organizations have been struggling with CRM. Collectively, law firms have invested millions of dollars and hours trying to get value out of these systems, rarely to have their expectations met.

So what’s changed? Well, as we all know, in the last year +… a lot. Attorneys locked down in quarantine mode have had to reevaluate their relationship with technology. Some attorneys have actually surprised us by stepping up and learning to leverage some of these systems. Additionally, there’s a new generation of lawyers moving up through our firms for whom technology is practically a part of their DNA. These younger lawyers are incredibly self-sufficient, abandoning admins and embracing automation to make them more efficient and effective.

What this means is that our recent crisis, while it has been incredibly challenging, has also presented us with a potential – and unprecedented – opportunity to fix the CRM ‘crisis’ that law firms have been dealing with for a very long time – and finally get the lawyers engaged in embracing the technology. This session, led by Chris Fritsch of CLIENTSFirst Consulting, will explore key topics that firms can leverage including:

• Recent advancements and enhancements in features and functions that allow CRM to move from glorified rolodex to firm growth enabler
• New features, functions, automations and workflows that can help accelerate success by minimizing attorney effort and maximizing value
• Lessons learned from challenges and useful information, ideas and best practices from firms that have succeeded

Additionally, we will discuss the resources that are required because ultimately, people and processes are important as important to success as the technology.

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