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- Your CRM system - who runs it?
- If you are at the start of your CRM database project, you may well be wondering where to start...
- CRM Databases in law firms – a few Tips to get you going
- How little CRM database are used. Bad English I know
- what questions did delegates have to the seminar on CRM database I gave?
- One of the best hints I can give you about increasing the take-up of your CRM database is not to say
- Ensure your CRM database doesn't do too much in the early stages...
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If you are at the start of your CRM database project, you may well be wondering where to start... My best advice I can give you is 'not with your database software'. Look at the data you have first. Far more benefit will be gained by spending your time on that part of your project. We are in an 'information age' after all.
CRM Databases in Law and Accounting firms – a few Tips to get you going
IT is just some of the issues you'll face. People and the info are more important to your success
Automate tasks a person can do - like activity alerts, information, email responders
Get key people on board (once they use it and like it, everyone else will)
Don't call it the sales, BD, Bus Dev or Business Development database'. It's for client facing staff
Ensure it is easy to use. And very quick to use.
Don't go love on everything. Keep some features back or it will overwhelm
Remind staff why they should use it
Build up a profile on your best contacts (re-verify yearly & target them),
I'm often amazed at how little the average user users perfectly good and useful parts of a CRM database. For instance, tracking work leads, in a funnel or a pipeline - whatever you want to call your process for tracking a potential customer or client through identification to getting the invoice paid.... It’s hardly used at all in many companies I talk to.
Some people ('users') I talk to have never heard of a funnel, while some are old hands at it - and use post it notes on the back of their office door. If a lead is really old and hasn't developed at all, it just falls off onto the floor... A good system if you ask me... (apart from sharing the information) ... hardly anyone ......
A long time ago, I gave a seminar. It's not as grand as it sounds though dear reader. The west midlands branch of the PM Forum (www.pmforum.co.uk) hosted a seminar for it's regional members (and people who were thinking about becoming members). Anyway, it was about how to implement a CRM database. Successfully. That bit is quite key. They were kind enough to ask me to do the seminar. Being precise, it was really more of an informal question and answers session than a seminar... , And do you know what?, About 95% of the questions and discussion time was spent on 'data', 'the human factor', and 'using the details in your database'. ......
One of the best hints I can give you about increasing the take-up of your CRM database is not to say
One of the best hints I can give you about increasing the take-up of your CRM database is not to say it's a Marketing department (or Bus Dev these days) toy!. Sell it as 'the database for fee earners', and by pure chance the Marketing team also use their data and database to run mailings, emailings and events. Don't let it become the 'Marketing Database' - get your users to own it.
Ensure your CRM database doesn't do too much in the early stages... Not many Lawyers & Accountants are early adopters! So more than 5 buttons may well be 6 too many! No really. Concentrate on the basics first... Once those are mastered, expand the features - and if you are getting begging feedback for a feature - do that one first!