Today’s client is smart and getting smarter by the minute. From virtually anywhere, they can find out about you, your firm, your competitors, whether your clients are happy—and most importantly, with a mere 140 characters, they can impact your brand. • Today, law firms must face the reality of super consumers. They are unbelievably informed, highly fickle, and extremely powerful with a nearly unpredictable purchase path. • They have unprecedented access to information, the ability to easily compare firms, fees or feedback in a matter of clicks, access to reviews—whether from a trusted confidant, highly rated industry source, or someone merely taking to their social network to make their experience known. • And they can easily do the same—joining the social conversation with their experience and recommendation to others – giving a “like”, “thumbs up”, happy face, or not, and with a click of the button can make an impression on your brand. • Everyone has probably heard the United Breaks Guitars story; it epitomizes the challenge firms face – each individual now has a powerful voice. In this example, United Airlines was unresponsive to a passenger’s complaints that his guitar was broken by negligent baggage handlers (he actually saw them throwing his beloved instrument through the air as he was waiting to deplane). This treatment lead him to record a song about his experience that he posted on YouTube. Over 12 million views later, this YouTube sensation has written a book on the very topic of how powerful one voice can be in the age of social media.

1. Deliver amazing client experiences
with Microsoft CRM/xRM4Legal 2015

2. Everyone is connected, everywhere, all the time
>4.5 billion
social users
>6.8 billion
on mobile
>400 million
tweets per day about product,
services, and brands
150
average number of times a
person checks their phone
each day
http://articles.washingtonpost.com/2013-03-21/business/37889387_1_tweets-jack-dorsey-twitter
http://mobithinking.com/mobile-marketing-tools/latest-mobile-stats/a
http://www.kpcb.com/insights/2013-internet-trends
Morgan Stanley, Comscore, Facebook, Twitter, LinkedIn, Youtube, Wikipedia

3. Clients know everything
staffcompetitorsfees serviceclients brand

4. Clients respond to amazing experiences
86%of clients are willing to
pay more for a better
client experience*
Highly engaged clients
deliver
23%increase in profitability &
revenue**
*Customer Experience: Is it the Chicken or Egg? (Forbes, Jan. 2013) http://www.forbes.com/sites/christinecrandell/2013/01/21/customer-
experience-is-it-the-chicken-or-egg/
** Engagement: The New Competitive Advantage - Creating Value by Strengthening Employee and Customer Engagement (Peppers &
Rogers 2008) http://www.customerlifecycle.us/pdfs/whitepapers/Allegiance%20Peppers%20and%20Rogers%20Engagement.pdf

5. Client experience leaders outperform the market
S&P 500 index
-1.3%
CxP Laggards
-46.3%
CxP Leaders
+22.5%
© Watermark Consulting 2012 5-year stock performance of Customer Experience (CxP) leaders
vs. laggards vs. S&P 500 (2007-2011) Showing cumulative total return.

6. Firms must adapt to the new client journey
Care
everywhere
Earn clients for life with
responsive, relevant,
effective service.
Market
smarter
Plan and deliver
engaging campaigns with
quantifiable results end
to end.
Develop new
business
Focus on what matters to
close more deals faster.

7. The way you market must change
2 of 3CMOs feel pressure
from the board to
prove marketing
value*
>50%Of CMOs admit to
being unprepared
for this change**
*Duke University
**IBM Global CMO Study 2011

8. Market smarter
Engage clients
Connect prospects with targeted content
through multi-channel, multi-stage campaigns
Build pipeline
Automate lead qualification process and pass
great leads to sales in real-time
Demonstrate impact
Measure pipeline and revenue results across
every marketing investment

9. Personal, measurable marketing
Visual campaign design console
Drag-n-drop, multi-stage, multi-channel campaigns
Lead management & scoring
Score prospect engagement and pass leads automatically
BD connector
Pre-built, easy-to-use integration passes PNCs quickly
Marketing resource management
Unify your practice around the strategy and capture costs
Marketing analytics
Dashboards, reports, and Excel PowerView measure ROI

10. Higher ROMI and conversion rates
60%increase in conversion
rates
MECLABS
25%higher returns on
marketing programs due
to better planning
Gartner
$5M
savings in first year
with Microsoft
Dynamics Marketing
Securian

11. The way you develop new business must change
73%of rainmakers using
social media to sell
outperform those
who don’t
Clients are
70%
through the buying
process before they
talk to you
http://partnersinexcellenceblog.com/70-of-buying-process-completed-without-sales-
invovlement/

12. Sell effectively
Zero in
Provide staff with insightful tools to help them
sell smarter and focus on what matters
Win faster
Create experiences that are targeted, personal,
and valuable to increase BD velocity
Sell more
Give practice groups access to people,
information, and content needed to drive results

13. Connected, empowered business development
xRM anywhere
Access critical business information on the go
Outcome driven experience
Drive best practices across your firm with process guidance
Team selling
Tap into your internal network of experts, referrers and alumni
Social insights
Create experiences that are targeted, personal, and valuable
BD analytics
Increase visibility into the business and improve decision making

14. 50%acceleration of sales
conversion cycle
Forrester Research
246%increase in user
adoption
IGH Solutions
“Using Dynamics CRM, we
can do more team selling
and cross-selling across our
business groups to offer
clients the best fit of
services.”
Vicki Burton
Director of CRM
CSX
Increased adoption and accelerated business development

15. The way you provide client care must change
67%of clients use web self-
service to find answers
to their questions.*
62%of global clients switched
service providers last
year due to poor service
experiences.**
*Forrester March 11 2013
** Accenture Global Consumer Pulse Survey 2013

16. Care everywhere
Earn loyalty
Engage clients via their channel of choice
across web, social, chat and mobile
Empower staff
Give your staff and partners a single, unified
tool to deliver fast, amazing client service
Drive resolution
Reduce service response times, improve case
resolution and increase client self-service

17. Responsive, relevant service
Multi-channel service
Across web, social, chat and mobile
Unified service desk
Single, intuitive tool for professionals
Enterprise case management
Close more cases faster and differentiate services
Knowledge base
Find relevant answers for staff and clients
Social service
Engage your clients on their terms via social

18. Increased loyalty and case/matter resolution
“The new help-desk solution based
on Microsoft Dynamics CRM will let
us resolve 75 percent of all service
inquiries in self-service style …
which is the exact opposite of what
client management used to look
like.”
Diane Sharrock
IT Director
CH2M Hill
93%increase in client loyalty.
IBM
Amicus Horizon
Winner, European Contact Center of the
Year 2013

19. Why firms choose Microsoft CRM/xRM4Legal
Market smarter
Care everywhere
Analytics for
everyone
User
experiences
that drive firm
business
results
Deployment
choice and
security
World-class
productivity &
collaboration
Unmatched
value Develop new business

20. Agree key goals/CRM project objectives
Organize a “proof of capability” – 1 week to 1 month
Run a pilot – marketing/BD including light-house
practice group
Rollout firm-wide – targeting wider audience of
professional and support staff

21. Contact
www.xRM4Legal.com
DBlumentals@xRM4Legal.com