Download presentation
Presentation is loading. Please wait.
Published byRichard Johnston Modified over 9 years ago
1
Which Hat Are You Wearing Today Balancing Marketing, Business Development and Client Service
2
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Christina R. Fritsch, JD CLIENTSFirst Consulting LLP CRM Success Consultant Recovering attorney More than 7 years experience in working with almost 100 firms on CRM Almost all say they feel they are more successful with CRM now A Little About Us
3
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Amber Elliott Cole Valley Software CRM Implementation Specialist Incredible babysitter Nearly 8 years in the legal marketing industry, Managing the implementation of ContactEase while at a law firm and subsequently managing 50 ContactEase implementations since joining Cole Valley. A Little About Us
4
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Agenda Hats Technology
5
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software So Many Hats… So Little Time Marketer Manager Cost reducer Budget planner Business developer Social media guru Builder Traffic cop Miner Therapist Magician Cat herder Dentist
6
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Your Daily Task and To-Do List Targeting / segmenting Referral tracking Client teams Client satisfaction surveys Alumni programs E-mail marketing Event management Client team support Cross selling support Experience tracking Opportunity identification / tracking Improved Client service Expense tracking Identification of top or at risk Clients Hounding attorneys for information and updates
7
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Traffic Cop Preventing uncoordinated business development efforts Holding lawyers accountable for follow up Surveying Clients and reporting back Getting lawyers to work in teams Event management Dealing with tickets Getting CRM adoption
8
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Builder Relationships Websites Branding RFPs Mailing lists Event lists Teams Social media Consensus
9
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Miner Experience CI Relationships Analytics SEO Big data Social listening services
10
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Fires Fighter Last minute fire drills Business development information for attorneys on the way out the door Getting e-mail campaigns out the door RFPs we got a month ago that are now due tomorrow – and we are just finding out Event management Senseless sponsorships Clients with low revenue Clients who aren’t paying
11
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software The Good News Success is possible Technology can help There are new options
12
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software The Technology
13
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software CRM / ERM E-mail marketing / marketing automation Experience databases Proposal generators Social media tools Website CMS Portals Analytics Technology That Can Help
14
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Contacts Verify Their Information
15
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Client Intake Form
16
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Online Event Registration
17
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Surveys
18
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Opportunity Tracking
19
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Reporting and Analytics
20
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software E-mail Dashboards
21
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software E-mail Analytics
22
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software E-mail Analytics
23
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software E-mail Analytics
24
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software E-mail Analytics
25
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Integration
26
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Better service top Clients Better info on top Clients Track at risk Clients Segment, target Keep lists up to date Let Clients update / validate their info Let Clients manage their subscriptions MORE Value of Integration
27
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software First, ask a question: Why? Communication, coordination, Client service, business development Enhanced user experience or participation Ease of access to information Reduced costs Less time spent on redundant processes To Integrate or Not to Integrate
28
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Consider the Costs of Integration Implementation Subscriptions Training Staffing Maintenance Ongoing upgrades Data quality
29
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Key financial information in Outlook under the contact or company record. Time & Billing Integration
30
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Phone System / CRM Integration
31
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software E-mail Marketing CRM Integration
32
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Constant Contact Integration
33
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software E-mail Software Integration
34
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Documents from DMS Links to Client Extranets Research Information from Monitor Suite Portal Integration
35
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Business Development financial, trend and segmentation data in ‘smart lists’ and profiles Business Analytics Integration
36
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Company Information
37
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Litigation Information
38
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software And, of Course, Social Media
39
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software LinkedIn Integration
40
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software ERM and LinkedIn Integration
41
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Social Media Messages
42
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Building Your Strategy
43
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Building a Strategy Strategies for success Needs assessment Business development Dedication of resources Problem solving Process automation Cost reduction Focus on ROI
44
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software ROI and Measurement
45
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Results Retention of current Clients and attorneys Representing new Clients Revenue generation Reducing time spent on redundant tasks and processes Risk assessment Rewarding positive behavior Recruiting key laterals Reporting to drive business decisions Respect for the marketing department Putting the ‘R’ in ROI
46
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Project management Lean Six Sigma Moving operations to new markets WV, Nashville, Tallahassee, Lexington Outsourcing Reduced cost No hiring, training or benefits Frees up staff for more strategic projects Professionally trained Project based or ongoing support Tracking and reporting of results and ROI Doing More with Less
47
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Revenue, of course E-mail metrics Relationships identified Reduced bounces Reduced returned mail costs Reduced time spent on e-mail blasts re who knows who Reduced time spent responding to RFPs Improved attendance and tracking at firm events Business development activities entered Website page visits Enhanced RFP success Attorney / user feedback Increased efficiency How Do We Measure It?
48
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Outsourcing Efficiencies Moving operations to new markets WV, Nashville, Tallahassee, Lexington Outsourcing Reduced cost No hiring, training or benefits Frees up staff for more strategic projects Professionally trained Project based or ongoing support Tracking and reporting of results and ROI
49
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Can things be mandated? If not, can they be automated? Integration with other systems Automated data feeds SIC or NAICS codes Or outsourced Outsourced data quality Enhancing information with company or industry information Adding existing CI data to records Outsourcing Considerations
50
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software More sleep Fewer problems Staff retention Reduced headaches No irate lawyers in our offices Fewer late nights or weekends worked Real ROI
51
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Success
52
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Small wins, communicate successes, repeat Involve end users Be patient Focus on best practices Don’t try to do everything Don’t reinvent the wheel Don’t do it alone Reach out for help Leverage your LMA resources Final Success Tips
53
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Succeeding with Technology Focus on people, processes and problems first Products second There is no one-size-fits all method for success
54
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software 2 Final Hats
55
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Magician It’s not magic But there’s no need to let them know that
56
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software You Earned It! The Best Hat of All
57
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Q&A
58
© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Christina R. Fritsch, JD E: CF@ClientsFirstConsulting.comCF@ClientsFirstConsulting.com P: 404-249-9914 W: www.ClientsFirstConsulting.comwww.ClientsFirstConsulting.com B: www.crmsuccess.netwww.crmsuccess.net L: http://www.linkedin.com/in/chrisfritschhttp://www.linkedin.com/in/chrisfritsch T: @CRMSuccess Amber Elliott E: aelliott@colevalley.comaelliott@colevalley.com P: 207-406-2537 W: www.contactease.comwww.contactease.com B: http://contactease.wordpress.com/http://contactease.wordpress.com/ Contact Information
Similar presentations
© 2025 SlidePlayer.com. Inc.
All rights reserved.