CRM: Meeting the CRM agenda
Customer relationship management systems are of growing importance as firms take contact management and business development more seriously. Ken Young reports
In the not so distant past, law firms’ contact systems consisted of a mixture of paper-based systems combined with personal contact books. A reliance on paper meant that many contacts were the preserve of those directly connected to activity with a client, thus reducing the ability of the firm to track activity and improve marketing services to clients.
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