Jennifer Whittier, Chief Operating Officer for Cole Valley Software, will be among the panelists at next week’s LMA Northeast 2016 Conference in Boston. Her session: “The Future of CRM – and the CRM of the Future” will provide attendees insight into features of CRM that can provide firms with real value, including:
Activity and referral tracking
Business card scanning
Company data enhancements
Panelists will also discuss best practices to address common issues such as:
Jennifer has extensive customer relations experience and is responsible for the successful implementation of numerous ContactEase CRM installations. A former ContactEase client for over five years, she joined Cole Valley Software in 2009. She is a frequent speaker on best practices of CRM implementation, including the integration of technology and marketing. Using her in-house experience as a former Director of Marketing and Client Relations, she understands the need for successful team work and collaboration. Jennifer enjoys visiting law firms across the country to share her knowledge of CRM best practices. Her clients rely on her for sound advice, extensive knowledge and most of all, her ability to bridge the gap between marketing and information technology.
For more information on “The Future of CRM – and the CRM of the Future,” or to register for the conference, please visit https://lmaneconference.com/.
John Simpson, CEO, and Kalev Peekna, Managing Director of Strategy for One North Interactive lead an engaging session during the LMA Annual Conference entitled: Playing the Relationship Game in Today’s Connected World. The session focused on the effects relationships have and how they can impact a firm’s business and opportunities.
John and Kalev showcased how other businesses are using interactive marketing to reach their clients at every point in their decision-making experience. They also shared how essential it is to align your digital marketing and business development efforts along “The Relationship Cycle.”
From the session, the key lesson that resonated with me was that in the relationship cycle many firms are not participating in the “Active Evaluation” phase. It is in the evaluation phase that you can really learn about your business; then by following-up on the feedback, it formalizes a relationship and creates loyalty.
My favorite quote from the session reinforces this:
“Loyalty counts more and costs less than awareness.”
– Harvard Business Review
It shocked me to learn from the session that only 1 in 8 (12%) of firms always meet up with their clients to see how satisfied the legal department was with their work and 18% NEVER meet with their clients to discuss satisfaction. By engaging your clients and asking for feedback it opens the dialogue so that in future situations if an issue arises they may feel more comfortable coming forward with issues or input. Client retention should be a key part of the marketing and business development plan.