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Tag Archives: law firm customer relationship management

4 Easy Tips for Law Firm Client Team Programs

4 Easy Tips for Law Firm Client Team Programs

Most law firms – some 80% have client team programs, but just 39% of firms say these teams are “successful” according to Bryan Austin a law firm client advisor with the LexisNexis® InterAction® group. The data comes from a range of market research sources including surveys and interviews conducted with the InterAction client base.  Upwards of 90% of the Am ... Read More »

How Law Firms Can Successfully Implement a CRM System

How Law Firms Can Successfully Implement a CRM System

Note: the following is a guest post from Deborah Dobson In today’s competitive legal market, it is more important than ever to build strong relationships in order to create opportunities.  There are more law firms competing for less work, more work being done in-house and procurement entering the game.  While legal tends to lag behind in technology adoption, it is ... Read More »

Metrics Strengthen Inside and Outside Counsel Relationships

Metrics Strengthen Inside and Outside Counsel Relationships

The legal community has some of “the worst papered relationships in the known universe,” according D. Casey Flaherty, a former litigator and in-house counsel with Kia Motors America. The disconnect, he says, is in documentation. The inside/outside counsel relationship is often awash in conflicting, outdated forms – the inside counsel billing guidelines, the outside counsel engagement letter – that either ... Read More »

What does Law Firm CRM Really Mean?

What does Law Firm CRM Really Mean

A survey report focused on the State of Law Firm CRM published late in 2013 found “better client relations” among the primary benefits of CRM projects.  It’s worth noting the “improved ability to cross-sell” was a close second. As desinationCRM.com, the web affiliate of CRM Magazine, later reported in an article titled, Law Firms Make the Case for CRM: Fifty ... Read More »

Embrace Your Law Firm Clients: 3 Ways to Make More Rain

Embrace Your Law Firm Clients 3 Ways to Make More Rain

Altman Weil’s recent 2014 Law Firms in Transition survey reminds us that many firms see the pace of change accelerating with clients as the catalyst. 34% of law firm leaders identified corporate law departments as the force most likely to lead change; 32% chose technology innovation; and, 15% selected non-law-firm providers of legal services. Only 10% of respondents believe that ... Read More »

Product Notes:  InterAction 6.25 adds Microsoft Outlook Features

Barriers to law firm CRM implementation

One of the timeless CRM lessons for successful deployments is engaging a system that works how your team works.   That is to say that it’s integrated into the natural workflow of the user which facilitates user-adoption. Research, such as the screenshot nearby, demonstrates, the biggest obstacle to successful CRM programs is user adoption. The challenge then becomes, how can we ... Read More »

Law Firm Client Satisfaction: Words don’t always Match Action

Law Firm Client Satisfaction Words don’t Equal Action

“Client satisfaction is the enemy of superior service,” according to a BTI Consulting webinar titled World-Class Client Feedback 2014 Webinar. The word “satisfaction” stems from Latin roots which literally means “to do enough,” according to Michael Rynowecer, the consulting firms’ founder and president who co-presented with Jennifer Petrone Dezs, a principal. The point is that “doing enough” for clients may ... Read More »

Second Hundred Lateral Moves is a Wake Up Call for CRM

Second-Hundred-Lateral-Moves-is-a-Wake-Up-Call-for-CRM

The Am Law 200 has reportedly increased headcount and at the expense of the top tier law firms. Headcount was up 885 or about a 3% increase, versus a 0.8% increase in top tier firms.  There’s a business case for lateral hires: often they come with a book of clients. Under the current economic conditions, law firms have had two broad approaches for ... Read More »