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New Survey: Insight Into The State Of Law Firm CRM

Posted by: Frank Strong December 5, 2013 in Large Law 1 Comment

Law-firm-CRM-investment

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

infographic law firm CRM
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About Frank Strong

Frank Strong
Frank Strong is the communications director for the LexisNexis software division located on NC State’s Centennial Campus in Raleigh. In this capacity, he leads communications efforts in support of software products for law practice and law department management and also litigation tools – across large law, small law and corporate counsel segments. With more than 15 years of experience in the high-tech sector, Strong previously served as director of public relations for Vocus, which developed marketing, PR and media monitoring software. He has held multiple roles both in-house with corporations, ranging from startups to global organizations, and has also endured the rigors of billable hours, having completed gigs at PR firms including the top 10 global firm Hill & Knowlton. A veteran of two year-long deployments, Strong has concurrently served in uniform in reserve components of the military for more than 20 years, initially as an enlisted Marine and later as an infantry officer in the Army National Guard. Strong holds a BA in Film and TV production from Worcester State University, an M.A. in Public Communication from American University, and an M.B.A. from Marymount University. He is a PADI-certified Master Scuba Diver and holds a USPA "B" skydiving license.

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