What Do You Want CRM To Achieve? Growth; Increased revenue; Increased competitiveness; Enable lawyers to grow careers; Build book of business

1. www.xRM4Legal.com
If You Want Loyal Clients You Need CRM

2. What Do You Want CRM To Achieve?
• Growth
• Increased revenue
• Increased competitiveness
• Enable lawyers to grow careers
• Build book of business

3. Defining Your Business Objectives
• Keep your best clients / stop them jumping
ship to your competitors
• Transform your top clients into loyal clients
• Help your clients think forward – enable your
practice groups and lawyers to stay a step
ahead of your clients
• Client Lifecycle Development – find the right
clients, treat them right, grow them into loyal,
long-term clients
• Capitalise on Alumni – grow relationships,
open doors, increase referrals
• Capture a market segment – or beat the
competition to a new market segment. Be
there first to be best known
• Increase the client pool – don’t be dependent
on two or three big clients (or two or three
biggest practice groups / “rainmakers”)
• Deliver outstanding client service – be the
best and known for it
• First to know (e.g. Lobbying firms)

4. Understanding The 80:20 Rule
For many firms increasing client loyalty and increasing
your pool of best clients is a very viable CRM objective
80:20 rule – 20% of the firms clients account for 80% of
firm’s revenue
CRM requirement: 1st year grow 20% to 20.5%

5. Defining Firm CRM Strategy
• Identify your top clients – Long-term value, not by
today’s revenue but RFM – Recency, Frequency,
Monetary
• Segmentation – Practice, areas of law, industry,
geography, hot, cold, current trends, emerging
opportunities
• Know your client – in depth and real time
• Institutional Knowledge – Enough lawyers in your
firm know them so well, and in such depth, that you
never need to be taught their business. Your
institutional knowledge of them pushes their switching
costs too high
• Reports – One pager / Taxi Packs, Dashboards,
Online / real time

6. Identify Your Top Clients
WHAT IS IT?
• Extended firm / market intelligence
• Delivers pipeline, budget and forecast dashboards
ALLOWS USERS TO
• Create long-term value, not by today’s revenue but
RFM – Recency, Frequency, Monetary
FIRM BENEFITS
• Drive firm-wide client insights to generate new
revenue / fees / retainers
• More precisely identify and target key clients /
prospects

7. Reviewing Client Organisation Details

8. Understanding Client Financials (from PMS)

9. Reviewing Client Account Overview

10. Reviewing Client Account Overview

11. Opportunity Management (Track Deal Flow)

12. Segmentation
WHAT IS IT?
• Rapidly configure views and searches of Microsoft
xRM4Legal data
• Expose this data to firm-wide access and review
ALLOWS USERS TO
• Understand practice, areas of law, industry,
geography, hot, cold, current trends, emerging
opportunities
FIRM BENEFITS
• Configure audience-specific engagements and
client events / subscriptions with CRM data
• Access information, deliver to those who need it

13. Reviewing Client Contact Details

14. Understanding Client Contact Preferences

15. Know Your Client
WHAT IS IT?
• Integration with social and business network media
and websites for up-to-date access to company
and contact details
ALLOWS USERS TO
• Be automatically alerted to contact job and role
changes; client company ownership, revenue,
employees, contact details and more
FIRM BENEFITS
• Automatic CRM updates. Deliver the latest
information to users that enables immediate client
action and response

16. Know Your Client – In Depth and Real Time
• Client’s business
• Corporate family tree
• Competitors
• Industry
• Competitive intelligence – other firms
• News – legal, business, market, industry, personal
• Trends
• People (who’s in, who’s out)
• Referrals
• Take you to new employer
• Relationship networks
• Social and business networks
• Matters, outcomes, lawyers
• Responsiveness to your firm (mailings, events etc.)

17. Corporate and Personal Relationships

18. Institutional Knowledge
WHAT IS IT?
• Corporate matter and knowledge base with law
firm specific productivity customisations
ALLOWS USERS TO
• Ensure enough lawyers in your firm know clients
so well, and in such depth, that you never need to
be taught their business
FIRM BENEFITS
• Institutional knowledge of clients pushes their
switching costs too high; they become “clients for
life”

19. Matters

20. Reports
WHAT IS IT?
• Enriched reporting in Microsoft xRM4Legal – one
pagers / taxi packs, dashboards, online / real time
ALLOWS USERS TO
• Quickly classify deal flow as High, Low or Commit
• Track revenue budget for nominated periods
• Generate forecast reports
FIRM BENEFITS
• Deliver flexible yet SIMPLE deal pipeline reporting
and forecasting for partners, lawyers and staff – for
revenues, resources required, practice groups
affected

21. Dashboards

22. Why xRM4Legal?
Regardless of whether you are a Partner, Lawyer,
Business Development Manager or Client Service Officer
you need a CRM system that the whole firm will want to
use – easy to use (for great user adoption), with great
functionality, flexibility, client / communications
management, marketing / relationship management,
business development, client servicing, built into
Microsoft Outlook, offering seamless integration with
existing practice and document management systems

23. xRM4Legal – A New Paradigm
What BD /
Traditional marketing
legal CRM need
solutions
Things
lawyers
actually use
xRM4Legal

24. Execute the Basics Brilliantly
1. CRM education
2. Align and prioritise business and practice objectives
3. Validate the firm’s business objective against the firm’s
real client strategy
4. CRM readiness
5. Project name
6. Project champion
7. Roll CRM out, one group at a time – build CRM on
success stories
8. Capitalise on external intelligence resources
9. Automation
10. Technology

25. Thank You!
David Blumentals, +61 409 245 354
DBlumentals@xRM4Legal.com