Which Hat Are You Wearing Today Balancing Marketing, Business Development and Client Service.

Which Hat Are You Wearing Today Balancing Marketing, Business Development and Client Service

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Christina R. Fritsch, JD CLIENTSFirst Consulting LLP CRM Success Consultant Recovering attorney More than 7 years experience in working with almost 100 firms on CRM  Almost all say they feel they are more successful with CRM now A Little About Us

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Amber Elliott Cole Valley Software CRM Implementation Specialist Incredible babysitter Nearly 8 years in the legal marketing industry, Managing the implementation of ContactEase while at a law firm and subsequently managing 50 ContactEase implementations since joining Cole Valley. A Little About Us

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software So Many Hats… So Little Time Marketer Manager Cost reducer Budget planner Business developer Social media guru Builder Traffic cop Miner Therapist Magician Cat herder Dentist

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Your Daily Task and To-Do List Targeting / segmenting Referral tracking Client teams Client satisfaction surveys Alumni programs E-mail marketing Event management Client team support Cross selling support Experience tracking Opportunity identification / tracking Improved Client service Expense tracking Identification of top or at risk Clients Hounding attorneys for information and updates

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Traffic Cop Preventing uncoordinated business development efforts Holding lawyers accountable for follow up Surveying Clients and reporting back Getting lawyers to work in teams Event management Dealing with tickets Getting CRM adoption

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Fires Fighter Last minute fire drills  Business development information for attorneys on the way out the door  Getting e-mail campaigns out the door  RFPs we got a month ago that are now due tomorrow – and we are just finding out Event management Senseless sponsorships  Clients with low revenue  Clients who aren’t paying

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software CRM / ERM E-mail marketing / marketing automation Experience databases Proposal generators Social media tools Website CMS Portals Analytics Technology That Can Help

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Better service top Clients Better info on top Clients Track at risk Clients Segment, target Keep lists up to date Let Clients update / validate their info Let Clients manage their subscriptions MORE Value of Integration

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software First, ask a question: Why?  Communication, coordination, Client service, business development  Enhanced user experience or participation  Ease of access to information  Reduced costs  Less time spent on redundant processes To Integrate or Not to Integrate

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Building a Strategy Strategies for success  Needs assessment  Business development  Dedication of resources  Problem solving  Process automation  Cost reduction  Focus on ROI

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Results Retention of current Clients and attorneys Representing new Clients Revenue generation Reducing time spent on redundant tasks and processes Risk assessment Rewarding positive behavior Recruiting key laterals Reporting to drive business decisions Respect for the marketing department Putting the ‘R’ in ROI

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Project management Lean Six Sigma Moving operations to new markets  WV, Nashville, Tallahassee, Lexington Outsourcing  Reduced cost  No hiring, training or benefits  Frees up staff for more strategic projects  Professionally trained  Project based or ongoing support  Tracking and reporting of results and ROI Doing More with Less

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Revenue, of course E-mail metrics Relationships identified Reduced bounces Reduced returned mail costs Reduced time spent on e-mail blasts re who knows who Reduced time spent responding to RFPs Improved attendance and tracking at firm events Business development activities entered Website page visits Enhanced RFP success Attorney / user feedback Increased efficiency How Do We Measure It?

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Outsourcing Efficiencies Moving operations to new markets  WV, Nashville, Tallahassee, Lexington Outsourcing  Reduced cost  No hiring, training or benefits  Frees up staff for more strategic projects  Professionally trained  Project based or ongoing support  Tracking and reporting of results and ROI

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Can things be mandated?  If not, can they be automated? Integration with other systems Automated data feeds SIC or NAICS codes  Or outsourced Outsourced data quality  Enhancing information with company or industry information  Adding existing CI data to records Outsourcing Considerations

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Small wins, communicate successes, repeat Involve end users Be patient Focus on best practices Don’t try to do everything Don’t reinvent the wheel Don’t do it alone  Reach out for help  Leverage your LMA resources Final Success Tips

© 2013 CLIENTSFirst Consulting, LLC and Cole Valley Software Christina R. Fritsch, JD E: CF@ClientsFirstConsulting.comCF@ClientsFirstConsulting.com P: 404-249-9914 W: www.ClientsFirstConsulting.comwww.ClientsFirstConsulting.com B: www.crmsuccess.netwww.crmsuccess.net L: http://www.linkedin.com/in/chrisfritschhttp://www.linkedin.com/in/chrisfritsch T: @CRMSuccess Amber Elliott E: aelliott@colevalley.comaelliott@colevalley.com P: 207-406-2537 W: www.contactease.comwww.contactease.com B: http://contactease.wordpress.com/http://contactease.wordpress.com/ Contact Information

Which Hat Are You Wearing Today Balancing Marketing, Business Development and Client Service.

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Which Hat Are You Wearing Today Balancing Marketing, Business Development and Client Service.

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