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Trends in Legal CRM and ERM

Trends in Legal CRM and ERM

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Trends in Legal CRM and ERM

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  1. Trends in Legal CRM and ERM Susan BrelusChief Development OfficerSquire, Sanders & Dempsey L.L.P. John Veldkamp Business Development Systems ManagerLatham & Watkins LLP Jennifer Smuts Director of Marketing Connolly Bove Lodge & Hutz LLP

  2. Survey Says … • Responses from firms with: • 49 or fewer lawyers 15% – 50-149 lawyers 50% • 150-349 lawyers 20% – 350-699 lawyers 10% • 700+ lawyers 10% • 75% respondents have CRM (InterAction, ContactEase) • 10% respondents have ERM (InterAction, ContactNet) • 35% respondents affected by budget constraints • Seasoned CRM users, immature ERM users

  3. Top Challenges … • Buy-in, implementation, management • Lack of resources, qualified data stewards • Data integration (silos), segmentation (top clients, NAICS/SIC, demographics) • Budget restrictions • Inability to source ideal system • Advancing marketing’s position, best way to use data

  4. You Say, I Want to Know … • Strategies for adoption, implementation, cultural hurdles. Value in hiring consultant? • How does ERM complement CRM? • Reports/tracking you get from CRM/ERM • What advanced users have been doing, integration • Utilization of practice management systems • Case studies

  5. CRM, ERM, “XYZ”RM … What Does It All Mean? image provided by Andrew Kazmierski

  6. The Right Software Depends on the Firm’s Goals CRM ERM Capture, search and analyze firm relationship data Consolidate information about client relationships and interaction

  7. Business Benefits Compared

  8. CRM - Basic Contact Information

  9. CRM - Relationships & Touch Points

  10. CRM – Sample “Taxicab” Report

  11. CRM – Background Information

  12. ERM Data sources: Email Logs, Address Books, T&B, Phone

  13. ERM – Next Generation Analytics View a targeted segment of your market ranked by relationship strength – for example, “Relationships to the Fortune 500” Which of the F500 might make a good prospect? Who holds strong relationships in each company? 13

  14. ERM – Next Generation Analytics

  15. Relationship Capture: An Example Total Direct Relationships Available to a 1,000-Lawyer Firm (as of 10/1/2009) ERM 1,200,000 CRM LinkedIn 12,500 400,000

  16. The Union of CRM and ERM? ERM/CRM integrations are on the rise … 10x increase 2009 vs. 2008, Now 30% of ERM installations

  17. Examples of Products in Use

  18. Evaluating Your Needs • Requirements / challenges • Budget / resources / staffing • Privacy / security

  19. Questions to Answer • What is the most important reason to implement CRM? How is that communicated to stakeholders? • What formula can a law firm use to determine ROI on CRM / ERM? Metrics? Quantifiable, verifiable? • What’s the biggest selling point of a CRM system? • How do these systems make our jobs easier? • How do you sell these systems to management? • How do these systems complement each other? What are the similarities / differences between CRM / ERM and how do they separately / together enhance an attorney’s business?

  20. Contact Information Susan Brelus Chief Development Officer Squire, Sanders & Dempsey L.L.P. 216-479-8243 sbrelus@ssd.com John Veldkamp Business Development Systems ManagerLatham & Watkins LLP 650-463-3026 john.veldkamp@lw.com Jenn Smuts Director of Marketing Connolly Bove Lodge & Hutz LLP 302-888-6214 jsmuts@cblh.com