CRM Success Steps and Strategies - Part 9: Dedicate Required Resources

Too often, firms are willing to spend money on a system but don't budget for other essential resources. More important than the investment in the technology can be the time and human resources required for success. Dedicated CRM staffing is not only necessary, it is essential.

For all firms, a CRM project manager will be beneficial during the rollout. Larger firms may also need a dedicated full- or part-time CRM manager for ongoing success. Data quality resources are also imperative, especially during the rollout when shared attorneys’ contacts flow into the system creating a significant number of duplicates. Additionally, an estimated 30% of contact data becomes outdated each year as people move, change jobs, get married and have other status changes. This means ongoing data quality support will be required because if attorneys don't trust the data, they won't trust the system……

CRM Success Steps and Strategies - Part 6: Roll Out Gradually

Once you have selected your system, you can begin planning for the rollout. Don't make the mistake of attempting a “boil the ocean” implementation, deploying too many features to too many people in too big a hurry. Firm-wide rollouts are usually a bad idea because without taking the time to properly test the system, any problems or missteps you run into can be amplified exponentially.

Instead, begin with a pilot group of attorneys and assistants who have an interest in participating, are invested in system success and have time to provide the critical feedback that is needed to improve the rollout for the rest of the firm. Most importantly, roll out the system to address the needs and challenges identified during the assessment. Each group should be exposed to the features of the system that can best address their unique needs. Follow the same plan when moving forward with the broader rollout: deploy in groups that share common goals or objectives and match features to their needs….