Law firms are big on technology deployments, and rightly so. However, often technology investments are driven by the 'perceived' needs of the organisation; and recently by the lure of new technologies – AI, chatbots, blockchain and such.
CRM as a business discipline is well established today with the numerous options for the technology available to customers – and rightly so, consumer choice is important. As organisations explore these options, astute business sense demands that they invest in a system whose ‘value’ is proven and one that is ‘right’ for their firm.
It's widely acknowledged across industries that while technology is imperative for smooth business operation and competitive advantage, an organisation's culture can be one of the biggest inhibitors to its adoption.