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The Commandments Of CRM

By Darryl Cross

You will find spirited debates in the conference rooms of many law firms about the criticality of employing Client Relationship Management (CRM) processes and technology to better deliver legal services. The promise of CRM is enticing, but it is sometimes misunderstood and under managed.

There are few attorneys that would argue with the fact that the practice of law and serving clients has become more complicated. As clients expand in reaction to global competitive pressures, their legal needs expand. In addition, firms are ruthlessly competing for the most profitable and complex work, which makes winning even more difficult. Clients have choices and, thus, are in a position to make more demands.

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