For our last post, we shared ROI: How CRM Can Boost Revenue, a Case Study by Foster Swift PC, Part 1, Need. The five-part series will continue to focus on: 1) Need, 2) Planning, 3) Launch, 4) Benefits and 5) More Benefits.
Because Kim has a market research background, she started by asking the stakeholders what had gone wrong with the previous attempts to implement CRM and what they wanted the new system to do. In addition to surveying the attorneys, she held focus groups with support staff and brought in Chris Fritsch, who is also an attorney, to talk with key leadership about their expectations and the realities of CRM.
Doing all that helped to identify fears, pain points and needs, such as the ability to keep private any personal information put into the system (a separate notes field allows that), as well as to see who made changes to a record (an audit trail makes this possible). It also showed that about 60% of the attorneys were using Outlook to manage their contacts, which meant they were likely to use a system like ContactEase that integrates with Outlook.
Plus, involving the attorneys and support staff in the planning process helped them see how CRM could make things better, and that helped get their buy-in. With the help of several attorneys who championed the cause, Kim convinced the firm’s leaders to go with ContactEase CRM.
What’s up next – Part 3 is the Launch…ROI: How CRM Can Boost Revenue, a Case Study by Foster Swift Collins & Smith, PC. For the full whitepaper visit our website – http://colevalley.com/Resources.aspx
To be continued….