Typically, the deployment of CRM systems in law firms is driven by the marketing and business development (BD) departments. It makes sense – a CRM system is an indispensable tool for these functions, holding all the intelligence the professionals need to foster and harness relationships for the business.
In today’s world where there is an abundance of data and advanced analytics technology, it should be considered sacrilegious when a marketing and BD professional makes a business suggestion, starting with "I think".
User satisfaction has always featured highly as a metric for LexisNexis InterAction and one of the tools that we have historically used to gather feedback has been the InterAction Key Success Indicator (KSI).
There's a reason why 'change' has remained a hot topic in business – it can be overwhelming, isn't bereft of risk, typically has significant Capex or Opex associated with it, and its management can be challenging.
It's 2019 and a Happy New Year to you. As always, January is used to regroup, consider what goals you want to achieve in the coming year and begin making plans, both personally and professionally, to execute them. I know I am.