CRM: a client focus special

Firstly, I would like to introduce myself as the new editor of Managing Partner. Filling Helen’s shoes is a challenging prospect but I am really looking forward to developing the magazine over the coming months. Of course, I would be keen to know any views or opinions you might have for the content and future issues of the magazine so please feel free to contact me with any ideas/comments at: cpoynton@ark-group.com.

Introductions done, I hope that you are all back into the flow of things after the Christmas festivities as this issue of the magazine is full of ideas for effectively implementing your client relationship management (CRM) strategy.

A prevailing theme of the moment is the changing legal landscape in which competitive advantage is a hard sought after commodity. Achieving success in this commercial environment requires a rethink that extends from law firm culture to the management specifics such as billing for profitability. Within this, CRM forms a crucial element to the melting-pot of legal transformation and development.

While most law firms are implementing some kind of CRM system, it is more questionable whether these have so far delivered the desired business objectives. After all, why spend the money if it’s not going to have the necessary impact? How do you quantify the deliverables of a CRM system? How can you integrate CRM concepts into the very nature and culture of a law firm? The articles in this issue will address such challenges with plenty of practical tips for successful CRM strategies.

You’ll also find our knowledge management survey at the back of this issue. This follows on from our very successful KM survey of last year and while we hope to discover more about current KM initiatives, we will be using this survey as a comparison with last year to see how your strategies have progressed since then. The results will be expertly analysed in the May edition of the magazine, so I hope you will take a few minutes to fill in your copy so that your contribution can be included in the roundup.

I do hope that you enjoy this issue of the magazine and please let me know if you have any queries.

Caroline Poynton, Editor

Features

Maximising the benefits - making law firm client relationship management work Free
Although few law firms deny that CRM is beneficial, creating an institutionalized firm-wide CRM culture is the real challenge facing today’s lawyers. International law firm consultant, Byron Sabol reveals the key ingredients for a successful CRM strategy with a particular focus on client surveys and feedback.