CRM – why?
Keep our top clients…
Develop relationships…
Generate referrals…
Know our clients…
Segment our clients… Easy search and find…
Engage with new clients…
Demonstrate expertise…
Enhance communication…
Performance Management
Baseline law firm business needs persist
ClientRelationships
SaleableExpertise
MatterDelivery
FinancialResults
>1.7 billionsocial users
>400 milliontweets per day about product, services, and brands
150average number of times a person checks their phone each day
>6.8 billionon mobile
http://www.emarketer.com/Article/Social-Networking-Reaches-Nearly-One-Four-Around-World/1009976
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
Social and mobile mean clients and professionals are “always on”
Coordinated action hinges on aligned leadership and systems
CEOPerformance
Mgmt
CKO/CMOClient
Relationships
HRDirector
Resources
CFOFinancial Results
Practices & Industry Teams
Client acquisition and relationship/ retention management systems
Talent (human capital) acquisition and matter-based deployment
Practice management, reporting and risk management
Document management and collaboration
“Recognizing the CEO/Managing Partner bears ultimate responsibility for the firm’s performance, other key leadership positions must work in concert with integrated business applications to provide complete and crystal clear visibility and control across the enterprise.”
- Kennedy Consulting Research & Advisory
Source: Driving Growth and Profitability: Why Growth-Oriented Professional Service Organizations Require Integrated Client-Relationship, Resource, and Financial Management Solutions. Kennedy Consulting Research & Advisory, 2011.
SPI Research
With foresight as well as integrated and flexible systems, firm leadership can optimize people and processes, streamline operations, deliver distinctive client experiences, and fulfill profitable growth objectives
Alignment drives specific metrics and success
Use MostUpdated
KnowledgeResources
CRMChampions
Build onSuccesses
CRMReadiness
Automateand
IntegrateValidateClient
Strategy
BusinessObjectives
Education
Overcoming risks
Trusted partner with
legal CRM expertise
and experience
Defined data quality
standards and
processes
Rollout in days with
pre-configured
customizations,
ready-to-use
SQL Server
SQL Server
Stop rebuilding the wheel and take full advantage of your firm’s intellectual capital with
proven tools to capture, find, share and reuse information.Close more deals faster and grow client wallet share with insightful, timely and contextual
responses that build trust and annuity business.
Attract, develop, and retain the best and brightest talent by providing expertise-building
experiences that optimize career and utilization objectives.
Deliver as promised and turn clients into enthusiastic referrals through optimized service
planning, engagement and execution.
Know how your complex business is performing with anytime anywhere access to
essential metrics and role-specific business processes.
Verifiable outcomes
Demonstrable ROI
Firm ROI
1. Net returns range from 16% to more than 1,000%
2. 19% of firms generate an ROI of 50% or less
3. 52% (majority) of firms show an ROI of between 51% and
500%
4. 30% of firms report returns of 501%
Initial investment, too, is often quickly repaid with nearly
60% of firms experiencing payback in 12 months or less
Strongest and most integrated solution
Microsoft CRM/xRM4Legal enables law firms to
empower their most valuable assets – their people –
and leverage them across the firm to enable
consistently outstanding client experiences. Microsoft
investments include:
$10 billion in annual research and development
Dedicated R&D industry team
Industry-specific and Microsoft Certified Partner Solutions (xRM4Legal)
Dedicated industry marketing and business development teams
© 2014-2015 Microsoft Corporation and xRM Global Solutions, Asia Pacific Dynamics Corporation T/as. All rights reserved.
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