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Published byBeverly Washington Modified over 9 years ago
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First Contact InterAction Peer Group RETURN TO MAIN Presented by: Sunny Bane Marketing CRM Manager DLA Piper US LLP Deborah Holt President DH Training & Technology Consulting InterAction Attorney Boot Camp
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First Contact InterAction Peer Group RETURN TO MAIN Mission Details How to Achieve Attorney Buy-in and Participation Flight Plan: Laying the Groundwork for Training Countdown: Designing Your Training Program Launch: Targeted Training Sessions Landing: Looking Ahead to the Next Mission
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First Contact InterAction Peer Group RETURN TO MAIN Designing Your Flight Plan Map out an ongoing strategy to keep it fresh Develop a plan for each lifecycle stage Tie-in communications, training, incentives It’s all in the messaging InterAction is a practice support, client service and business development “work smarter” tool Relate it to other industries that utilize CRM
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First Contact InterAction Peer Group RETURN TO MAIN Designing Your Flight Plan (continued) Make it about the content, not the software Understand what makes InterAction unique from other resources in your firm and sell that Smaller firms: level the playing field by “acting big” Larger firms: give clients that small firm “homey” feel Be creative and flexible in how individuals access the information – work to user’s natural processes
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First Contact InterAction Peer Group RETURN TO MAIN Designing Your Flight Plan (continued) Tackle known issues head-on and diffuse them “I don’t want to share” “I don’t have time” “The program is too ___” (fill in the blank) Stories make every task more relatable Know your audience – appeal to their egos Be prepared with scenario-based examples
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First Contact InterAction Peer Group RETURN TO MAIN Designing Your Flight Plan (continued) Secure staff support Partner closely with staff supervisors, office managers and other “front line” staff and departments Sell uses to IT, library, professional development, HR, accounting, and other departments Make sure your help desk and trainers are well informed and have a deep understanding of InterAction and the firm’s business development goals
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First Contact InterAction Peer Group RETURN TO MAIN Designing Your Flight Plan (continued) Obtain secretarial buy-in Again, anticipate the objections ahead of time Integrate with templates and macros in Word Sell the time-saving aspects of key features Use categories! Find your champions Offer incentives
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First Contact InterAction Peer Group RETURN TO MAIN Countdown to Training Ensure trainers have a thorough understanding of how InterAction supports the day-to-day needs of attorneys at every stage Understand the workflow process of the various practice groups Identify attorneys with initiatives Create scenario-based training sessions/workshops
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First Contact InterAction Peer Group RETURN TO MAIN Countdown to Training (continued) Cultural issues regarding training In-house trainer vs. out-sourced training Issues w/in-house trainers Issues w/out-sourced trainers Other issues Accessibility to attorneys Minimizing distractions
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First Contact InterAction Peer Group RETURN TO MAIN Countdown to Training (continued) Slow deployment – ensure data quality can be maintained, etc. Floor support and follow-up is key Provide other firm stats on usage, buy-in Establish time and percentage goal for contact resolution Establish best practices for incoming attorneys Lateral hires w/contacts
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First Contact InterAction Peer Group RETURN TO MAIN Launch: Targeted Training – Deskside Short 30-40 minute one-on-one sessions Identify attorney training goals Ask attorney questions about his/her processes Focus on workflow Tailor time to address processes and emphasize Relationship Intelligence/Competitive Advantage Associates vs. Partners
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First Contact InterAction Peer Group RETURN TO MAIN Launch: Targeted Training – Associates Emphasis on Workflow and the Partnership Track Business Development Goals Courtship (Activities are key) How am I doing/How do I look? (Activity Report) Increased knowledge of person/entity give competitive advantage Show your partners you’re looking for new opportunities and places to pitch new business
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First Contact InterAction Peer Group RETURN TO MAIN Launch: Targeted Training – Partners Competitive Advantage/Relationship Intelligence Referral Tracking Industry Connections Board Memberships Ability to measure Business Development efforts Ability to monitor team progress Ability to measure pitch results, Client/Prospect Visits, etc. Reports to help identify strengths and weaknesses
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First Contact InterAction Peer Group RETURN TO MAIN Launch: Other Training Options Practice group education Get practice group leaders to promote, use and demo InterAction to their practice groups Just-in-time learning – Captivate videos 5-minute fly-bys Webinars Documentation/Quick Reference Guides
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First Contact InterAction Peer Group RETURN TO MAIN Coming in for the Landing Don’t just “launch” – have an ongoing education program with regular workshops/training Work with leadership to understand ongoing goals and plans for firm/practice groups Be aware of new developments and initiatives, and look for ways InterAction can support them
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First Contact InterAction Peer Group RETURN TO MAIN Coming in for the Landing (continued) Embed InterAction into non-marketing actions Embed InterAction into marketing activities Communicate wins Repeat, repeat, repeat Be consistent in your messaging (and know why!) Always keep an eye out for champions Don’t engage in battles with the naysayers
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First Contact InterAction Peer Group RETURN TO MAIN Landing: Every Touch is an Opportunity Every event teaches Marketing Lists Every expense report & annual review teaches Activities Every mail merge or report teaches the value of added data E-mail circulation – Does anybody know? Refer users back to IA. Take advantage of every opportunity to further their InterAction education, inside and outside of the classroom
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First Contact InterAction Peer Group RETURN TO MAIN Thank you! Contact Info: Sunny Bane – DLA Piper US LLP Sunny.Bane@dlapiper.com Sunny.Bane@dlapiper.com Deborah Holt – DH Training & Technology Consulting Deborah@dhtechtraining.com Deborah@dhtechtraining.com
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