Post on 18-Dec-2015
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Christina R. Fritsch, JD
CLIENTSFirst Consulting LLP
CRM Success Consultant Recovering attorney More than 7 years experience in working with
almost 100 firms on CRM Almost all say they feel they are more successful with
CRM now
A Little About Us
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Amber Elliott
Cole Valley Software
CRM Implementation Specialist Incredible babysitter Nearly 8 years in the legal marketing industry,
Managing the implementation of ContactEase while at a law firm and subsequently managing 50 ContactEase implementations since joining Cole Valley.
A Little About Us
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
So Many Hats… So Little Time
Marketer Manager Cost reducer Budget planner Business developer Social media guru
Builder Traffic cop Miner Therapist Magician Cat herder Dentist
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Your Daily Task and To-Do List
Targeting / segmenting Referral tracking Client teams Client satisfaction surveys Alumni programs E-mail marketing Event management Client team support Cross selling support
Experience tracking Opportunity identification /
tracking Improved Client service Expense tracking Identification of top or at risk
Clients Hounding attorneys for
information and updates
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Traffic Cop Preventing uncoordinated business development
efforts Holding lawyers accountable for follow up Surveying Clients and reporting back Getting lawyers to work in teams Event management Dealing with tickets Getting CRM adoption
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Builder Relationships Websites Branding RFPs Mailing lists Event lists Teams Social media Consensus
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Miner
Experience CI Relationships Analytics SEO Big data Social listening services
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Fires Fighter Last minute fire drills
Business development information for attorneys on the way out the door
Getting e-mail campaigns out the door RFPs we got a month ago that are now due
tomorrow – and we are just finding out Event management Senseless sponsorships
Clients with low revenue Clients who aren’t paying
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
The Good News
Success is possible Technology can help There are new options
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
CRM / ERM E-mail marketing / marketing automation Experience databases Proposal generators Social media tools Website CMS Portals Analytics
Technology That Can Help
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Better service top Clients Better info on top Clients Track at risk Clients Segment, target Keep lists up to date Let Clients update / validate their info Let Clients manage their subscriptions MORE
Value of Integration
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
First, ask a question: Why? Communication, coordination, Client
service, business development Enhanced user experience or
participation Ease of access to information Reduced costs Less time spent on redundant
processes
To Integrate or Not to Integrate
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Consider the Costs of Integration
Implementation Subscriptions Training Staffing Maintenance Ongoing upgrades Data quality
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Key financial information in Outlook under the contact or company record.
Time & Billing Integration
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Documents from DMS
Links to Client Extranets
Research Information from Monitor Suite
Portal Integration
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Business Development financial, trend and segmentation data in ‘smart lists’ and profiles
Business Analytics Integration
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Building a Strategy
Strategies for success Needs assessment Business development Dedication of resources Problem solving Process automation Cost reduction Focus on ROI
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Results Retention of current Clients and attorneys Representing new Clients Revenue generation Reducing time spent on redundant tasks and processes Risk assessment Rewarding positive behavior Recruiting key laterals Reporting to drive business decisions Respect for the marketing department
Putting the ‘R’ in ROI
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Project management Lean Six Sigma Moving operations to new markets
WV, Nashville, Tallahassee, Lexington Outsourcing
Reduced cost No hiring, training or benefits Frees up staff for more strategic projects Professionally trained Project based or ongoing support Tracking and reporting of results and ROI
Doing More with Less
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Revenue, of course E-mail metrics Relationships identified Reduced bounces Reduced returned mail costs Reduced time spent on e-mail blasts re who knows who Reduced time spent responding to RFPs Improved attendance and tracking at firm events Business development activities entered Website page visits Enhanced RFP success Attorney / user feedback Increased efficiency
How Do We Measure It?
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Outsourcing Efficiencies
Moving operations to new markets WV, Nashville, Tallahassee, Lexington
Outsourcing Reduced cost No hiring, training or benefits Frees up staff for more strategic projects Professionally trained Project based or ongoing support Tracking and reporting of results and ROI
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Can things be mandated? If not, can they be automated?
Integration with other systems Automated data feeds SIC or NAICS codes
Or outsourced Outsourced data quality
Enhancing information with company or industry information
Adding existing CI data to records
Outsourcing Considerations
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
More sleep Fewer problems Staff retention Reduced headaches No irate lawyers in our
offices Fewer late nights or
weekends worked
Real ROI
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Small wins, communicate successes, repeat Involve end users Be patient Focus on best practices Don’t try to do everything Don’t reinvent the wheel Don’t do it alone
Reach out for help Leverage your LMA resources
Final Success Tips
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Succeeding with Technology
Focus on people, processes and problems firstProducts second
There is no one-size-fits all method for success
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Magician
It’s not magicBut there’s no need to let
them know that
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software
Christina R. Fritsch, JD
E: CF@ClientsFirstConsulting.com
P: 404-249-9914
W: www.ClientsFirstConsulting.com
B: www.crmsuccess.net
L: http://www.linkedin.com/in/chrisfritsch
T: @CRMSuccess
Amber Elliott
E: aelliott@colevalley.com
P: 207-406-2537
W: www.contactease.com
B: http://contactease.wordpress.com/
Contact Information