Business of Law: Finding the Human Factors in New Technology

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Although the technology underpinnings of your CRM system are probably rock solid, the old world view of the solution as a handy contact database still exists. Technology focused on human factors can benefit CRM adoption and usage, and also encourage users to take full advantage of its capabilities to gather and disseminate all the pertinent details professionals need to thoroughly understand a client’s business, priorities and current requirements. Shifting user perspectives to this value-added role will require firms to pay more attention to human factors surrounding CRM adoption and usage. Technology can encourage the change by making the solution easier to use, readily available and more proscriptive in guiding user actions. See which evolutionary steps CRM is already taking, discover what’s coming up soon, and find likely ways your firm can help keep users on the same progressive path.

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Business of Law: Finding the Human Factors in New Technology

  1. 1. Tre ad m i ll s v. Wi n d m ills : Finding the Human Factor in New Technology
  2. 2. Snehit Cherian Krista Fuller Toni Minick Director of Product Development LexisNexis Interaction Director of Product Marketing LexisNexis InterAction Sr. Product Manager LexisNexis InterAction
  3. 3. SOURCE: http://socialmediatoday.com/bryan-kramer/2115561/there-no-more-b2b-or-b2c-it-s-human-human-h2h
  4. 4. What do we REALLY need?
  5. 5. V
  6. 6. Traditional CRM Is it worth the effort? • Drives demand generation • Supported by traditional sales management • Resource-intensive • Often expensive • Supports staged, repeatable processes
  7. 7. Traditional Sales Process LEADS OPPORTUNITIES PROPOSAL CONVERSION Monitored Intake Qualified business Sales Negotiation New Deals
  8. 8. New CRM Revenue Generation • Relationships – not leads – propel business • Effort focused on building sustainable networks – one client at a time • Success generates more success
  9. 9. STABLE AT THIS OPERATING POINT UNSTABLE AT THIS OPERATING POINT
  10. 10. Windmills in CRM 1 Exposed Dark Data 2 Patterns of Power 3 Insights Delivered 4 High Quality Data 5 In the Cloud
  11. 11. Windmill 1 Exposed Dark Data
  12. 12. Do you know Bob? • Contact Collections • Emails • Meetings • LinkedIn 1
  13. 13. 1
  14. 14. What could you discover? • Clients most at risk • Cross-sell potential • Most effective revenue drivers You have this data 1
  15. 15. Windmill 2 Power of Patterns
  16. 16. 2
  17. 17. What could you discover? • Clients most at risk • Cross-sell potential • Most effective revenue drivers 2
  18. 18. Windmill 3 Insights Delivered
  19. 19. 3
  20. 20. Driving Growth $2 Billion $760 Million $340 Million 3
  21. 21. Windmill 3 High-Quality Data
  22. 22. 4 • Track data that will move the needle • Maximize data that doesn’t change often • Create categories or ranges of data • Pick the right data source • Limit the companies & people you manage
  23. 23. Windmill 5 In the Cloud
  24. 24. 1999 5
  25. 25. SOURCE: http://socialmediatoday.com/bryan-kramer/2115561/there-no-more-b2b-or-b2c-it-s-human-human-h2h
  26. 26. Q&A
  27. 27. Contact Krista Fuller Director of Product Marketing, LexisNexis InterAction krista.fuller@lexisnexis.com Toni Minick Sr. Production Manager, LexisNexis InterAction toni.minick@lexisnexis.com Snehit Cherian Director of Product Development, LexisNexis InterAction snehit.cherian@lexisnexis.com

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