Law firms are planning major investments in client relationship management (CRM) and online collaborations in the next year, according to the third annual PA/Legal Week survey.
Such systems would need to be supported by a more complete view of client and matter profitability. The research reveals internal issues are still seen to be the major barrier to the full exploitation of these IT investments – we need to be sure that the barriers that still prevent success with knowledge management (KM), do not prevent success with CRM.
