Client relationship management (CRM) systems are not about technology. A ridiculous statement, perhaps, for an article in an IT journal. But nonetheless, demonstratively true. For evidence, we need look no further than the contrasting experiences of US and UK law firms when it comes to developing and implementing these systems.
What do most people think of when they compare US law firms with UK ones – more commercial, more sales driven, more ‘managed’ and at the same time, more egocentric, more ‘eat what you kill’. All stereotypes. The reality is that plenty of US firms are different and plenty of UK firms are more like the American stereotype.
