CRM - Product or Strategy?
I gave a presentation last week at LawNet, and my co-presenter was Peter Lamb, IT Direcor at a customer of ours in Toronto. They’ve been ridiculously successful with the product - they report 96% of the lawyers using the system regularly, and senior management sees it as critical to their overall success.
Peter made a number [...]
CRM Failure Rates - Don’t Believe the Hype
I’m giving a presentation tomorrow at LawNet’s Annual Conference about the challenges of getting professional buy-in to a CRM system. I’m using this article from last fall’s InfoWorld as a counterpoint to the oft-repeated failure rates of CRM implementations. Since my audience is mostly IT Directors/CIOs, it seemed particularly appropriate:
META GROUP REPORTS that a staggering 55 percent [...]
InternetWeek: Putting the Relationship Back in CRM
Good article by Rich Karpinski in InternetWeek that about what we’re all about at Interface Software. Most exciting for me is the validation from one of our customers, Cynthia Reaves at Honigman Miller in Detroit. I met Cynthia a couple weeks ago, and sat in stunned silence (for those that have met me, you know that [...]
CRM and Firm Management
Customer Relationship Management Software
Rick writes: “Good interview with HBS professor Susan Fournier: ‘Customer relationship management (CRM) programs have become too much about the technology, not enough about the customer relationship.’” [tins ::: Rick Klau's weblog]
I agree (as if I know anything about CRM), but the technology, if it works right, is the engine that gets [...]
Announcing InterAction 5
It’s official: InterAction 5 is coming. (For those just joining us: I work at Interface Software, the company responsible for InterAction.) Last month’s press tour was a run-up to this announcement; we’ll be shipping the product this quarter. This is a major release, and the feedback from the analyst community has been very positive. I’ll get [...]
Focus on the ‘R’ in CRM
Good interview with HBS professor Susan Fournier: “Customer relationship management (CRM) programs have become too much about the technology, not enough about the customer relationship.”
Bing!
CRM Package Focuses Law Firm’s Marketing
Another well-publicized win, this time Duane Morris in Philadelphia. Information Week covers it in this week’s issue.
[CIO John] Sroka chose InterAction software from Interface Software Inc. “We ended up going with them because of their expertise in the area, the depth of the organization, and the size of their existing client base,” he says, noting [...]
VC Firm Using InterAction
Here’s another good bit of coverage in ZDNet about InterAction. This one is about a VC firm (Sevin Rosen Funds) using InterAction, “saving the company money and improving efficiency and productivity.”
In a soft economy, CRM for professional services firms can enable the management team to be more strategic in deciding what business to go after, [...]
eWeek: InterAction 5 coming…
This makes the past three weeks of meetings with the press worthwhile: we’re already starting to see coverage. eWeek breaks the news that we’re prepping the release of the next version of InterAction:
Several new features in the upgrade, including Relationship Map, Who Knows Who and Related Contacts, help members of a law firm, an accounting [...]
Avoid the Four Perils of CRM
This links to the abstract of February’s Harvard Business Review article titled “Avoid the Four Perils of CRM”. The article is a good read, authored by three senior Bain consultants. There is also an ” enhanced edition” of the article here, that “draws out the main points and an annotated bibliography that points you to [...]
