Relationships are at the heart of the success of any law firm. To provide adequate representation and support, you must know who your clients and prospects are, their individual needs, the status of your firm’s relationship with them, and the interactions your firm has had with them.

To manage client information and communication, many companies implement a Customer Relationship Management (also known as a Client Relationship Management or CRM) system. CRM technology supports the capture and management of client data, including customer interactions and prospect outreach. CRM systems provide insights into a firm’s relationships, making it possible to quickly analyze the client’s status and provide the necessary guidance to the firm.

However, not all CRM systems or implementations are created equal. What one firm views as a successful CRM implementation may be different from another firm.

Law firms face unique challenges when it comes to managing client data. To be of optimal value, your CRM must be able to address these challenges, such as managing the many complex details of a client relationship, all while keeping the information secure from prying eyes.

There are universal factors to consider when evaluating your current CRM solution or planning the implementation of a new one. We’ve laid out each of these factors in our white paper, Comprehensive Guide to CRM Success: The Leading Factors Impacting Your Law Firm’s CRM.

Here’s a sneak preview of what you’ll learn when you download the guide:

Factor 1: Ease of Use

Employees will be reluctant to use a new system they find difficult to use. They will try to bypass the system or simply not update their client data. In addition, time spent updating the CRM system represents non-billable time for firm timekeepers.

Before you invest in a new CRM system, it can be helpful to conduct a “status check” exercise to determine if your current solution is easy for users to navigate. Consider the following activities:

• Review your law firm’s adoption rates to determine how much your employees use your current system
• Audit various contacts within CRM for accuracy and quality
• Develop and conduct a survey that provides system users the opportunity to raise concerns and identify common frustrations or roadblocks

Factor 2: Value

From an organizational standpoint, getting the ideal return on your investment in a CRM platform is important. CRM data is critical for attracting and retaining clients by helping your employees be more proactive and responsive to client needs.

Since financial value is often difficult to define, think about the positive benefits your CRM system has brought to your operations, such as:

• Has our CRM helped to boost client relationships?
• Is the CRM system making it easier or more challenging to consolidate data?
• Does the CRM meet the needs of the firm?

Factor 3: Data Accessibility and Security

Modern CRM systems perform many unique functions, but two main ones stand out: data capture and management.

The ideal CRM system ensures these processes occur efficiently. Specifically, you’ll want to consider:

• Reporting – does the system provide easy-to-read reports and dashboards?
• Accessibility – is data easily accessible by those who need it?
• Security – is client data secured from unauthorized access within and without the firm?
• Data capture – how difficult is it to enter and update client and prospect information?

Factor 4: Processes and Procedures

The fourth and final factor you should consider is determining your CRM system’s ability to align with your organizational operations. CRM should make this process as simple as possible. A successful CRM implementation will integrate seamlessly with your existing processes and support any new processes you plan to add.

legal360 becoming an increasingly popular choice for law firms over Salesforce? Here are the factors that likely contribute to the decision: