Welcome to The Pulse,
the InterAction Blog.

Often, CRM adoption isn’t a success in firms, not because of the technology system in use, but because users don’t appreciate the value the discipline can provide them. Time and again, I hear about firms wanting to ‘change’ their CRM system. What they need to do is ‘change’ the perception and positioning of the discipline so that it becomes relevant to the organisation.

The backbone of any credible CRM solution is its ability to always ensure data accuracy and integrity. In addition to the core functionality used to regularly clean up data, tools that support such activity for specific scenarios are essential – including for compliance with the GDPR and data protection regulations around the world.

Do you know if your firm’s key account management programme is genuinely working? The only way to know is by regularly reviewing and reflecting on the programme – and making changes where needed. No plan or programme is ever set in stone or static!

So, you have structured your key account management programme, carefully qualifying the clients and setting specific objectives for each of them – be that increasing revenue, introducing the firm to new areas of the business, retention, adding value and so on.

With changing dynamics and business models in the legal sector, key account management in firms continues to have a central business development objective.

The CRM market in the legal sector has seen some significant changes this year. Technology vendors are taking different approaches – from launching new products and expanding into new niches to engaging in M&A activity to strengthen their presence.