Microsoft CRM xRM4Legal 2014 Document Management with SharePoint
Microsoft CRM xRM4Legal 2014 Spring Update
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Deliver amazing client experiences with Microsoft CRM/xRM4Legal
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The explosion of the social conversation along with the proliferation of mobile technology has changed our lives, more than we ever could have imagined. The explosion of mobile technologies and rapid adoption of social networks have completely impacted our human behavior -- our communication methods, engagement principles, our belief and trust systems, and even our decision making criteria and models. Firms need to understand these new principles and adopt them -- genuinely and proactively -- if they want to effectively engage clients. How has the client changed and why does your firm need to reflect this? Because your success will depend on it, and so will your identity. Today’s buyer is smart and getting smarter by the minute. From virtually anywhere, they can find out about you, your services, your competitors, whether your clients are happy—and most importantly, with a mere 140 characters, they can impact your brand. Today, firms must face the reality of super consumers. They are unbelievably informed, highly fickle, and extremely powerful with a nearly unpredictable purchase path. They have unprecedented access to information, the ability to easily compare fees, costs or services in a matter of clicks, access to reviews—whether from a trusted confidant, highly rated industry source, or someone merely taking to their social network to make their experience known. And they can easily do the same—joining the social conversation with their experience and recommendation to others – giving a “like”, “thumbs up”, happy face, or not, and with a click of the button can make an impression on your brand. It is no surprise then that firms who wish to remain competitive in this new age are concentrating their efforts on creating amazing client experiences…
Transcript of Microsoft CRM xRM4Legal 2014 Spring Update
Deliver amazing client experiences with Microsoft CRM/xRM4Legal
Everyone is connected, everywhere, all the time
>4.5 billion social users
>6.8 billion on mobile
>400 million tweets per day about product, services, and brands
150 average number of times a person checks their phone each day
http://articles.washingtonpost.com/2013-03-21/business/37889387_1_tweets-jack-dorsey-twitter
http://mobithinking.com/mobile-marketing-tools/latest-mobile-stats/a
http://www.kpcb.com/insights/2013-internet-trends
Morgan Stanley, Comscore, Facebook, Twitter, LinkedIn, Youtube, Wikipedia
Clients know everything
staff competitors fees service clients brand
Clients respond to amazing experiences
86% of clients are willing to
pay more for a better
client experience*
Highly engaged clients
deliver
23% increase in profitability &
revenue**
*Customer Experience: Is it the Chicken or Egg? (Forbes, Jan. 2013) http://www.forbes.com/sites/christinecrandell/2013/01/21/customer-
experience-is-it-the-chicken-or-egg/
** Engagement: The New Competitive Advantage - Creating Value by Strengthening Employee and Customer Engagement (Peppers &
Rogers 2008) http://www.customerlifecycle.us/pdfs/whitepapers/Allegiance%20Peppers%20and%20Rogers%20Engagement.pdf
Client experience leaders outperform the market
S&P 500 index
-1.3%
CxP Laggards
-46.3%
CxP Leaders
+22.5%
© Watermark Consulting 2012 5-year stock performance of Customer Experience (CxP) leaders
vs. laggards vs. S&P 500 (2007-2011) Showing cumulative total return.
Firms must adapt to the new client journey
Care everywhere
Earn clients for life with
responsive, relevant,
effective service.
Market smarter Plan and deliver engaging campaigns with quantifiable results end to end.
Develop new business Focus on what matters to close more deals faster.
The way you market must change
2 of 3 CMOs feel pressure from the board to prove marketing value*
>50% Of CMOs admit to being unprepared for this change**
*Duke University
**IBM Global CMO Study 2011
Market smarter
Engage clients Connect prospects with targeted content
through multi-channel, multi-stage campaigns
Build pipeline Automate lead qualification process and pass
great leads to sales in real-time
Demonstrate impact Measure pipeline and revenue results across
every marketing investment
Personal, measurable marketing
Visual campaign design console Drag-n-drop, multi-stage, multi-channel campaigns
Lead management & scoring Score prospect engagement and pass leads automatically
BD connector Pre-built, easy-to-use integration passes leads quickly
Marketing resource management Unify your practice around the strategy and capture costs
Marketing analytics Dashboards, reports, and Excel PowerView measure ROI
Higher ROMI and conversion rates
60% increase in conversion rates
MECLABS
25% higher returns on marketing programs due to better planning
Gartner
$5M savings in first year
with Microsoft
Dynamics Marketing
Securian
The way you develop new business must change
73% of rainmakers using social media to sell outperform those who don’t
Clients are
70% through the buying
process before they
talk to you
http://partnersinexcellenceblog.com/70-of-buying-process-completed-without-sales-
invovlement/
Sell effectively
Zero in Provide staff with insightful tools to help them
sell smarter and focus on what matters
Win faster Create experiences that are targeted, personal,
and valuable to increase BD velocity
Sell more Give practice groups access to people,
information, and content needed to drive results
Connected, empowered business development
xRM anywhere Access critical business information on the go
Outcome driven experience Drive best practices across your firm with process guidance
Team selling Tap into your internal network of experts, referrers and alumni
Social insights Create experiences that are targeted, personal, and valuable
BD analytics Increase visibility into the business and improve decision making
50% acceleration of sales conversion cycle
Forrester Research
246% increase in user adoption
IGH Solutions
“Using Dynamics CRM, we
can do more team selling
and cross-selling across our
business groups to offer
clients the best fit of
services.”
Vicki Burton
Director of CRM
CSX
Increased adoption and accelerated business development
The way you provide client care must change
67% of consumers use web self-service to find answers to their questions.*
62% of global consumers
switched service
providers in 2013 due to
poor service
experiences.**
*Forrester March 11 2013
** Accenture Global Consumer Pulse Survey 2013
Care everywhere
Earn loyalty Engage clients via their channel of choice
across web, social, chat and mobile
Empower staff Give your staff and partners a single, unified
tool to deliver fast, amazing client service
Drive resolution Reduce service response times, improve case
resolution and increase client self-service
Responsive, relevant service
Multi-channel service Across web, social, chat and mobile
Unified service desk Single, intuitive tool for professionals
Enterprise case management Close more cases faster and differentiate services
Knowledge base Find relevant answers for staff and clients
Social service Engage your clients on their terms via social
Increased loyalty and matter resolution
“The new help-desk solution based
on Microsoft Dynamics CRM will let
us resolve 75 percent of all service
inquiries in self-service style …
which is the exact opposite of what
service management used to look
like.”
Diane Sharrock
IT Director
CH2M Hill
93% increase in client loyalty.
IBM Amicus Horizon
Winner, European Contact Center of the Year 2013
Why firms choose Microsoft CRM/xRM4Legal
Market smarter
Care everywhere Analytics for everyone
User experiences that drive firm business results
Deployment choice and security
World-class productivity & collaboration
Unmatched value Develop new business
Agree key goals/CRM project objectives
Organize a “proof of capability” – 1 week to 1 month
Run a pilot – marketing/BD including light-house
practice group
Rollout firm-wide – targeting wider audience of
professional and support staff
Contact
www.xRM4Legal.com
