Deliver amazing client experienceswith Microsoft CRM/xRM4Legal 2015

Everyone is connected, everywhere, all the time

>4.5 billionsocial users

>6.8 billionon mobile

>400 milliontweets per day about product, services, and brands

150average 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

staffcompetitorsfees serviceclients 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 deliverengaging 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 3CMOs 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 clientsConnect prospects with targeted content

through multi-channel, multi-stage campaigns

Build pipelineAutomate lead qualification process and pass

great leads to sales in real-time

Demonstrate impactMeasure pipeline and revenue results across

every marketing investment

Personal, measurable marketing

Visual campaign design consoleDrag-n-drop, multi-stage, multi-channel campaigns

Lead management & scoringScore prospect engagement and pass leads automatically

BD connectorPre-built, easy-to-use integration passes PNCs quickly

Marketing resource managementUnify your practice around the strategy and capture costs

Marketing analyticsDashboards, 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

$5Msavings 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 inProvide staff with insightful tools to help them

sell smarter and focus on what matters

Win fasterCreate experiences that are targeted, personal,

and valuable to increase BD velocity

Sell moreGive practice groups access to people,

information, and content needed to drive results

Connected, empowered business development

xRM anywhereAccess critical business information on the go

Outcome driven experienceDrive best practices across your firm with process guidance

Team sellingTap into your internal network of experts, referrers and alumni

Social insightsCreate experiences that are targeted, personal, and valuable

BD analyticsIncrease 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 clients use web self-service to find answers to their questions.*

62%of global clients switched

service providers last

year due to poor service

experiences.**

*Forrester March 11 2013

** Accenture Global Consumer Pulse Survey 2013

Care everywhere

Earn loyaltyEngage clients via their channel of choice

across web, social, chat and mobile

Empower staffGive your staff and partners a single, unified

tool to deliver fast, amazing client service

Drive resolutionReduce service response times, improve case

resolution and increase client self-service

Responsive, relevant service

Multi-channel serviceAcross web, social, chat and mobile

Unified service deskSingle, intuitive tool for professionals

Enterprise case managementClose more cases faster and differentiate services

Knowledge baseFind relevant answers for staff and clients

Social serviceEngage your clients on their terms via social

Increased loyalty and case/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

client management used to look

like.”

Diane Sharrock

IT Director

CH2M Hill

93%increase in client loyalty.

IBM

Amicus HorizonWinner, European Contact Center of the

Year 2013

Why firms choose Microsoft CRM/xRM4Legal

Market smarter

Care everywhereAnalytics 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

DBlumentals@xRM4Legal.com