It’s all about Grow – Protect – Sustain! Determining your CRM needs; Communicating the benefits; Calculating ROI and Getting started

1. Why All Law Firms Need CRM
(or Taking Control of Your Firm’s Opportunities
for Profit)

2. Agenda
1. It’s all about Grow – Protect –
Sustain!
2. Determining your CRM needs
3. Why should CRM be a priority
4. Demonstration scenarios
5. Software might not help
6. Communicating the benefits
7. Calculating ROI
8. Getting started
9. How we can help
Q&A
(This session will be recorded)

3. Grow, protect, sustain
 What clients will you lose?
 How many have you called on?
 What is the rest of the firm doing?
 Who is talking to our clients or
prospective clients?
 What are other firms doing?
 When lawyers change firms…

4. Determining your CRM needs
 How many new client prospect
telephone calls do you make each
day?
 Does everyone who communicates
with a client know what other practice
groups said to them or did for them?
 Is all client information kept in one
area or program for easy reference?
 Do you have several databases of
information that you need to access
for a 360 degree client view?
 Are you able to manage the top 20%
of clients that give you 80% of your
revenue and 90% of your profit?

5. Why should CRM be a priority
 Staff satisfaction and turnover
 Targeting and closing new business
 Management of client interactions
and profitability
 Turns frogs into princes
Internationally
In Canada, CASL “control and
prevention” of unsolicited email, SMS,
Instant Messaging (IM), Spyware,
Malware, Phishing, Pharming, Social
Networks
In UK, the Legal Services Act will see the
GBP23 Billion legal services market
shared with banks, insurers and retail
outlets

6. Making CRM work in your firm
Common scenarios
 Searching for clients and exploring
relationships
 Adding new contact records,
connections and lists
 Reviewing activities, creating and
sharing opportunities
 Creating a targeted mailing/event list

7. Warning! software might not help
 CRM is not software
 Consider the culture of the firm
 What is the attitude toward sharing of
clients and contacts?
 How can the managing partner help?
 Is there a CRM champion?
 A carrot and stick approach
 Fear of sharing
 Ease of use
 Avoid going too “heavy”

8. Communicating the business benefits
 Centralized and reliable information/knowledge base (deal flow, sales pipelines
etc.) for reporting ROI on marketing/business development investments
 Improved communications (clients, prospects, affiliates/referrers/industry
marketing lists) – “Name and Shame”, “Walk on Water” reporting
 Better collaboration across staff/teams/practice groups
 Stronger relationships - clients/staff/associates/partners
 Greater efficiencies - staff can do more with the time they have
 Eliminate processing fall throughs using triggered alerts
 Full, complete audit trail of marketing, business development, client care activity
 Enhanced client satisfaction through better ownership, improved service
levels/escalation and follow through
 Better business analysis, automated trend reporting to make informed decisions
using dashboards/KPI reports
 Single view into marketing/financial/client management

9. Calculating ROI
 How many existing clients did your
firm lose in the past 12 months and
what were the annual revenues?
 How many new business
opportunities were lost in the past 12
months and what were they worth?
 What is the dollar value of business
opportunities missed for timing or
lack of follow up?
 What are practice groups doing to
support business development?
 What is the cost of servicing your
most difficult clients? Are they worth
it?

10. Getting started
 Take action
 Consider the priorities
 Match the right technology to the firm
 Relationships are king. Knowledge is
power. Contacts and relationships
are the firm's assets
 The need for integration
 Find the “light house” practice groups

11. How we can help

12. Helping law firms become more
effective business developers
What we do is help law firms and We can help coach people to
their staff become more effective become systematic, organized,
business developers – to increase disciplined, innovative and
client billings with less effort tenacious in their business
development activities
What we believe in is that it is
no longer just enough to be good Why use us? Track record – We are
at what you do. You must also be more focused on change, not just
good at winning new clients and education
have systems in place to retain
them
What are we looking for? Firms that share our beliefs and want to
create a consistent source of new clients and secure revenue streams
where they are in control and are prepared to invest to get it

13. Thank You!
xRM4Legal “On Demand”:
• Fixed fee per month per user
• No hardware required; no server or
Client Access Licences required
• Includes software updates,
unlimited phone/email support
• Quick start fixed fee implementation
and training
• Comprehensive implementation and
“train the trainer” kits
Email David@xRM4Legal.com
Email Phil@xRM4Legal.com
Phone (212) 653 0379