The use of customer relationship management systems is raising a number of important issues about the way law firms work and how they can best deal with valuable information about their clients, says Jane Dudman
Customer relationship management (CRM) systems have been installed in other sectors for a variety of reasons, particularly those with customer service call centres, where it is important for staff answering the phones to be able to call up details of the customer on the screen in front of them. But CRM systems are most often seen as a marketing tool, providing marketing staff with access to the most up-to-date information about customers and prospective customers.
