The next time you host a meeting related to implementation of a new cross-selling or CRM plan and sniff out the slightest resistance, you might consider sharing news about Google’s new timeline feature, this recent post about Amazon’s intimate knowledge of your personal life or popular privacy content on JD Supra. Why?
Google is a “free” service and Amazon sells plenty of items for less than $5 yet these companies have dossiers on each of their hundreds of millions of customers and know way more about each individual than many law firms know about the few hundred clients they serve.
Clients expect you to know who they are in relation to your organization – not just when you have a scheduled meeting, but when they call to speak with you by surprise. CRM tools are ubiquitous, relatively inexpensive and highly mobile. Sure, they require time, care and direction from leadership but the payoff far outweighs the associated cost.
If technology companies aren’t muse enough to inspire action, there is always fear. Consider this article from The Economist in March, “Attack of the bean-counters”.
Further reading:
- Discussion on Lawyerist re: Cloud-based CRM
- Anecdotal evidence that CRM helps generate revenue
- Follow Chris Fritsch, who’s written about CRM for years on JD Supra
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