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Client relationship management (CRM) is one of the evergreen topics in professional services business development – and now critical with the slowdown in the economy and shortage of work. While almost every firm has a CRM programme (key client or ‘crown jewels’ programme), closer scrutiny often reveals more form than substance. Based on our experience of working with other added high-value people businesses outside the law, it is clear that law firms still lag behind others on a number of the critical success factors for a CRM programme.

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