Microsoft Dynamics CRM 2013 If you want loyal clients you need CRM
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Transcript of Microsoft Dynamics CRM 2013 If you want loyal clients you need CRM
Growth
Increased revenue
Increased competitiveness
Enable lawyers to grow careers
Build book of business
• Keep your best clients / stop them jumping ship to your competitors
• Transform your top clients into loyal clients
• Help your clients think forward – enable your practice groups and lawyers to stay a step ahead of your clients
• Client Lifecycle Development – find the right clients, treat them right, grow them into loyal, long-term clients
• Capitalize on Alumni – grow relationships, open doors, increase referrals
• Capture a market segment – or beat the competition to a new market segment. Be there first to be best known
• Increase the client pool – don’t be dependent on two or three big clients (or two or three biggest practice groups / “rainmakers”)
• Deliver outstanding client service – be the best and known for it
• First to know (e.g. Lobbying firms)
For many firms increasing client loyalty and increasing your pool
of best clients is a very viable CRM objective
80:20 rule – 20% of the firms clients account for 80% of firm’s
revenue
CRM requirement: 1st year grow 20% to 20.5%
• Extended firm / market intelligence
• Delivers pipeline, budget and forecast dashboards
WHAT IS IT?
• Create long-term value, not by today’s revenue but RFM –
Recency, Frequency, Monetary
ALLOWS USERS TO
• Drive firm-wide client insights to generate new
revenue / fees / retainers
• More precisely identify and target key clients / prospects
FIRM BENEFITS
• Rapidly configure views and searches of Microsoft
xRM4Legal data
• Expose this data to firm-wide access and review
WHAT IS IT?
• Understand practice, areas of law, industry, geography,
hot, cold, current trends, emerging opportunities
ALLOWS USERS TO
• Configure audience-specific engagements and client
events / subscriptions with CRM data
• Access information, deliver to those who need it
FIRM BENEFITS
Drive a role-tailored subscription experience for
your customers
• Integration with social and business network media and
websites for up-to-date access to company and contact
details
WHAT IS IT?
• Be automatically alerted to contact job and role changes;
client company ownership, revenue, employees, contact
details and more
ALLOWS USERS TO
• Automatic CRM updates. Deliver the latest information to
users that enables immediate client action and response
FIRM BENEFITS
Client’s business
Corporate family tree
Competitors
Industry
Competitive intelligence – other firms
News – legal, business, market, industry, personal
Trends
People (who’s in, who’s out)
Referrals
Take you to new employer
Relationship networks
Social and business networks
Matters, outcomes, lawyers
Responsiveness to your firm (mailings, events etc.)
• Corporate matter and knowledge base with law firm
specific productivity customizations
WHAT IS IT?
• Ensure enough lawyers in your firm know clients so well,
and in such depth, that you never need to be taught their
business
ALLOWS USERS TO
• Institutional knowledge of clients pushes their switching
costs too high; they become “clients for life”
FIRM BENEFITS
• Enriched reporting in Microsoft xRM4Legal – one pagers /
taxi packs, dashboards, online / real time
WHAT IS IT?
• Quickly classify deal flow as High, Low or Commit
• Track revenue budget for nominated periods
• Generate forecast reports
ALLOWS USERS TO
• Deliver flexible yet SIMPLE deal pipeline reporting and
forecasting for partners, lawyers and staff – for revenues,
resources required, practice groups affected
FIRM BENEFITS
1. CRM education
2. Align and prioritize business and practice objectives
3. Validate the firm’s business objective against the firm’s real client
strategy
4. CRM readiness
5. Project name
6. Project champion
7. Roll CRM out, one group at a time – build CRM on success stories
8. Capitalize on external intelligence resources
9. Automation
10. Technology
Schedule a demo – 30 minutes
Organize a “proof of concept” – 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