CRM Success: A Playbook for Disrupting Traditional CRM
Here's the playbook for disruption: Take attorneys out of the equation. Stop building CRM that succeeds or fails on their shoulders. We need to shift the focus and, instead, build the technology from the ground up for the professionals who actually use it: marketing and business development.
July 05, 2024 at 11:11 AM
5 minute read
What You Need to Know
- CRM (customer relationship management) software has been ranked as "not effective at all.
- One of the most stubborn obstacles to a successful CRM is attorney adoption.
- AI can level the playing field by doing the work previously placed on attorneys, such as contact data input and data cleansing.
The Challenge of Traditional CRM
According to the 2023 Thomson Reuters Marketing Partner Forum Survey, of all the tools in the marketing mix, CRM (customer relationship management) was considered one of the two "least effective." In 2024, it hit rock bottom, ranking "not effective at all." Why?
For starters, CRMs for legal just seem really hard. The configuration, third-party integrations, bolt-ons, custom objects, widgets and workflows turn deployment times for traditional CRMs into months, even years.
But surely one of the most stubborn obstacles to a successful CRM is attorney adoption. The 2024 Thomson Reuters Marketing Partner Forum Report cited that an overwhelming number of attorneys surveyed found marketing tasks across the board as "highly unpopular" and "not effective," while ranking "building client relationships" as "highly popular."
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