CRM: The human touch
To be effective, CRM systems need to fit in with the working practices of a partnership. This means that the involvement and support of senior management is vital to prevent a project from foundering, says John Rogers
In the past few years almost all major law firms have adopted client relationship management systems – commonly known as CRM – with more than 60% of the top 100 claiming to have implemented such a system. They have now become part of the legal IT furniture, earning a place in the standard set of IT applications alongside e-mail, document management and time recording. As the remaining firms rush to add CRM to their portfolio, there are increasing doubts about how effective these systems really are, and whether they have repaid the considerable implementation costs.
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