Note: This post was originally published by Ted Seward.
It is never sufficient to just have a CRM system; the real value comes from use. We recently completed a CRM survey that provides insight into the state of CRM in the legal market.
The findings can be summed up by saying: you get back what you put into it.
The fine line that exists between success and failure definitely extends to company-wide CRM deployments. The most cited challenge for implementation was “lack of employee buy-in”, followed by data quality. Both of these human factors are interrelated; you can’t have good data quality without end user adoption.
Whatever compromise you want to introduce becomes a vicious self-fulfilling prophesy. Lack of user acceptance affects data quality which undermines buy-in which diminishes quality further. And, no one gets to leverage the CRM tool as a fundamental element of business development and positive outcomes.
Take a look at our survey results to see if you can glean additional insights about the findings. You may be struggling to reinvigorate your CRM, or investing to improve adoption and making tweaks to drive ROI even further. Either way, we’d like to know more; let us know what’s working or not at your firm.
Here’s the report on the surveys results:
Infographic: Insights Into the State of CRM
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