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 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
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