Evaluating your CRM

Should we stay or should we go?

Has your CRM system fallen into disuse with professionals?  Or worse, have your professionals complained about your CRM and are now demanding a new software?  Is your current software to blame or is it possible that there are other contributing factors to your CRM failure? Our experts can evaluate your CRM initiative and help you answer the question “Should we stay or should we go?”

Is CRM Success possible? 

A failure of a CRM system usually means that the software has failed to meet expectations – resulting in a tremendous loss of money, time, resources and credibility.  There are many reasons for the failures, but the technology is typically not the problem.  The most common reasons for CRM failure include unrealistic expectations and a lack of strategic planning.

Fortunately, CRM success is possible.  And we are here to help.

CRM Evaluation Process

Step One – CRM Assessment

Step One – CRM Assessment

Our consultants work with you to analyze your CRM implementation – from technology to processes to resources – to determine where the issues lie.

Step Two – Planning and Goal Setting

Step Two – Planning and Goal Setting

Where do you go from here?  Do you keep the current CRM system and rebuild, renew and refresh your use of the software?  Or, do you move to a brand new CRM system and build an entirely new initiative? Our experts recommend key steps in determining the best course of action for your CRM initiative. 

Step Three – Implementation or Configuration Adjustment

Step Three – Implementation or Configuration Adjustment

If you are staying with your current CRM, this step is all about adjustments – to system configuration, training, processes and expectations.  We’ll help you reconfigure your system and reenergize your users to increase adoption and success.

If you decide to move to a new CRM, this step includes planning, goal setting and choosing the right replacement.

Step Four – Rollout or Redeployment

Step Four – Rollout or Redeployment

Our experts work with you to create a roadmap for your rollout and guide you as you implement a new CRM system.  If you are redeploying your existing CRM software, we will work with you to ensure that you have the right system, training and communication tools to ensure buy-in from your professionals.

CRM Evaluation Solutions

CRM Success Assessment and Analysis

Useful for these CRM Stages: All Stages (Review – Step One)

The first step in CRM success is analyzing your firm’s CRM needs and expectations.  The CRM Assessment provides you with crucial information and assistance to guide the CRM selection, planning and/or implementation (redeployment) processes.  Detailed interviews are conducted with key stakeholders. Questions are designed to gain insight into the firm’s key priorities and initiatives in order to create a Strategic CRM Plan customized to the firm’s needs.  The information is synthesized into a document that can serve as a roadmap for your CRM implementation or redeployment. The analysis will identify opportunities for success, as well as potential challenges, and will provide you with recommendations and best practices to enhance success.

CRM Configuration Review

Useful for these CRM Stages: Improvement; Review (Improvement – Step One; Review – Step One)

Improper configuration of a CRM system can cause a host of problems. A system that has been used for many years can accumulate a surplus of orphaned contact records, archaic lists and other irrelevant, outdated or duplicative data that can decrease user trust and discourage usage. To help prevent these types of issues, we can review of all areas of the system as well as your processes and procedures and create a report to provide recommendations on how to optimally configure the system to achieve key firm and marketing goals.

CRM Process and Resource Assessment

Useful for these CRM Stages: Improvement; Review (Improvement – Step One; Review – Step One)

Our consultants review key areas of your technology, staffing and other resources to create an analysis of your CRM utilization across the firm.  We investigate marketing processes such as event management and eMarketing as well as interview key CRM staff to evaluate job responsibilities, technology skills and knowledge of CRM. We also review CRM system integrations with other firm technology.  The resulting report contains recommendations and best practices for any need modifications or improvements.

Strategic Data Quality Assessment

Useful for these CRM Stages: Improvement; Review (Improvement – Step One; Review – Step One)

When did you last take time to assess the data in your CRM database?  Too often, data quality can be pushed further and further down the “to-do” list as more pressing tasks demand your attention.  But, to be truly successful, a CRM must have clean data.  We can help you evaluate your data quality needs and determine the optimal resources that should be deployed for initial and ongoing database maintenance and integrity. We will work together with you to formulate a plan for data quality success.

Targeted CRM RFP Creation / CRM Vendor and System Assessment

Useful for these CRM Stages: Selection, Review (Selection – Step Three; Review – Step Two)

Selecting the right CRM system and provider is essential to your firm’s CRM success.  Some CRM systems ‘demo’ well – with lots of bells and whistles – but they have few successful implementations. Some other systems have entered the market only to exit a few years later.  As a result, it’s important to find a provider who takes the time to understand your firm’s unique needs and who will be there in the future to provide ongoing service and support. We can assist with selecting and assessing potential vendors; RFP creation; evaluation of vendor demonstrations and responses and assist with contract negotiations as needed.

CRM Configuration Services

Useful for these CRM Stages: All Stages (Selection – Step One; Improvement – Step Two; Review – Step Three)

After a Firm has been using the CRM system for some time, it may need specific, internally identified reconfiguration needs.  Often a firm will request that our consultants reconfigure a CRM database based upon our configuration review.  Our consultants can handle your reconfiguration needs at your request.

Our custom consulting services also include process and procedure review and assistance with tailoring your workflow to include best practices to optimize the use of your CRM database.

Custom consulting services are useful regardless of the stage of your CRM initiative.

CRM Rollout Planning and Assistance

Useful for these CRM Stages: Selection, Review (Selection – Step Two; Review – Step Two)

Our experienced consultants work with you on all phases of your rollout.  We assess current processes for contact management, events management and data quality.  We look for opportunities to automate processes and help steer you clear of potential roadblocks or challenges. We work with you to create a rollout out schedule, complete with timeline and communication plans, as well as assist you in creating effective policies and procedures for managing data in your new system.

Targeted CRM Communications Planning

Useful for these CRM Stages: Selection, Review (Selection – Step Three; Review – Step Two)

Effective communication is essential to CRM adoption and, ultimately, CRM success. Ultimately, users have to buy in to the system or they won’t use it. To gain their buy-in you have to demonstrate the system’s value, both for them and for the firm.  Our communication planning is focused on understanding your firm and attorney needs in order to communicate value and drive adoption. Emphasis is placed on how CRM will make end users work easier, enhance their business development efforts and improve Client service. We can help you craft a communication plan to set user expectations, encourage enthusiasm, enhance adoption and promote success.

Data Quality Planning and Goal Setting

Useful for these CRM Stages: All Stages

Planning is crucial to CRM success. In the initial stages of a CRM rollout, a data quality plan must be put into place for cleaning duplicates and standardizing data. If you currently have a CRM, you may have never created a full functional data quality plan.  Our team will help you create a plan that allows you to optimize your staffing and avoid missteps that can drain time, money and resources. We can also help you gauge your return on investment by providing periodic progress updates throughout your data cleansing process.

Data Standards Guide Creation

Useful for these CRM Stages: All Stages

Successful data quality processes begin with setting data standards.  Our team will work together with you to create a Data Standards Guide that reflects your firm’s unique style. This guide will assist your end users in consistent contact entry and formatting to reduce the number of duplicates and incorrect data entries in your CRM. This guide will also be an invaluable resource for your data stewards as they clean and merge contacts daily.

Data Quality and Cleaning Solutions

Useful for these CRM Stages: All Stages

An average professional can have more than 300 contacts. Of those, more than half can be duplicates of the contacts shared by other professionals in the CRM.  As professionals share more contacts with a CRM, the data quality becomes more and more of an issue and the resulting data dump can be daunting to manage.  Our Data Quality Solutions team has the time, technology and expertise to provide you with clean, complete and correct data.

Whether you need one full-time data steward to maintain and enhance ongoing data quality or several people to assist you with a CRM rollout or major data quality project, we can muster the right resources for you – and often at significant cost savings!

CRM Training

Useful for these CRM Stages: Selection, Improvement, Review (Selection – Step Four; Improvement – Step Three; Review – Step Four)

End User Training – Professionals and Assistants: Your CRM investment will not be fully realized unless the system is used regularly and consistently. To encourage adoption, people have to want to use the system. The key to driving adoption is user-focused training. Our CRM training focuses on the why, not the how of CRM. Training is tied to the needs and business processes of key user groups. We focus on the individual user’s perspective – identifying reasons they should want to use the system and ‘what’s in it for them.’

CRM Support and Marketing User Training: Our CRM Support training includes training for CRM Administrators and customized “Train the Trainer” boot camps tailored to your firm’s needs. Our Help Desk training gives your support team the skills they need to troubleshoot user questions effectively.

Marketing CRM users are usually the ‘power users’ of the CRM.  They must manipulate contact data into lists for mailings; search for groups of contacts based on certain criteria and deliver reports from the CRM to the firm’s professionals. We offer specialized Marketing User training tailored to their specific needs.  We also offer specialized Reports training for certain systems.

We offer specialized Data Steward training that encompasses best practices for maintaining your firm’s data quality. Additionally, data quality professionals responsible for data accuracy require a firm knowledge of contact research tools and techniques.  Our Data Research training provides them with the best practices needed to find information on people and company contacts.

Custom Training Documentation: Our consultants work with your firm to deliver high impact, easy to understand customized training documentation for all levels of your users. From complete user manuals to Quick Reference Guides for specific tasks to educational videos and email communications, we can tailor any CRM documentation to fit your specialized needs.

Let Us Help You Decide

Time to make a decision!  Contact us for help in making your CRM initiative successful.

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