In search of the Holy Grail
Customer relationship management systems are high on firms' wish lists, but the results for many firms that have installed CRM have been largely disappointing. Peter Kelly finds out why and what can be done to improve on this.
Customer/client relationship management (CRM) systems are high on many law firms’ wish lists. But for most, anything that the average marketing partner on the Clapham omnibus would recognise as CRM is an unfulfilled wish rather than a working business process.
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