What legacy will you leave?

CRM – why?

Keep our top clients…

Develop relationships…

Generate referrals…

Know our clients…

Segment our clients… Easy search and find…

Engage with new clients…

Demonstrate expertise…

Enhance communication…

The business case

Risks

Options/costsWhy bother? Requirements

Benefits Recommend

Performance Management

Baseline law firm business needs persist

ClientRelationships

SaleableExpertise

MatterDelivery

FinancialResults

Transformational challenges reflect a more digital world

>1.7 billionsocial users

>400 milliontweets per day about product, services, and brands

150average number of times a person checks their phone each day

>6.8 billionon mobile

http://www.emarketer.com/Article/Social-Networking-Reaches-Nearly-One-Four-Around-World/1009976

http://articles.washingtonpost.com/2013-03-21/business/37889387_1_tweets-jack-dorsey-twitter

http://mobithinking.com/mobile-marketing-tools/latest-mobile-stats/a

http://www.kpcb.com/insights/2013-internet-trends

Social and mobile mean clients and professionals are “always on”

Coordinated action hinges on aligned leadership and systems

CEOPerformance

Mgmt

CKO/CMOClient

Relationships

HRDirector

Resources

CFOFinancial Results

Practices & Industry Teams

Client acquisition and relationship/ retention management systems

Talent (human capital) acquisition and matter-based deployment

Practice management, reporting and risk management

Document management and collaboration

“Recognizing the CEO/Managing Partner bears ultimate responsibility for the firm’s performance, other key leadership positions must work in concert with integrated business applications to provide complete and crystal clear visibility and control across the enterprise.”

- Kennedy Consulting Research & Advisory

Source: Driving Growth and Profitability: Why Growth-Oriented Professional Service Organizations Require Integrated Client-Relationship, Resource, and Financial Management Solutions. Kennedy Consulting Research & Advisory, 2011.

SPI Research

With foresight as well as integrated and flexible systems, firm leadership can optimize people and processes, streamline operations, deliver distinctive client experiences, and fulfill profitable growth objectives

Alignment drives specific metrics and success

Use MostUpdated

KnowledgeResources

CRMChampions

Build onSuccesses

CRMReadiness

Automateand

IntegrateValidateClient

Strategy

BusinessObjectives

Education

Overcoming risks

Trusted partner with

legal CRM expertise

and experience

Defined data quality

standards and

processes

Rollout in days with

pre-configured

customizations,

ready-to-use

SQL Server

SQL Server

Stop rebuilding the wheel and take full advantage of your firm’s intellectual capital with

proven tools to capture, find, share and reuse information.Close more deals faster and grow client wallet share with insightful, timely and contextual

responses that build trust and annuity business.

Attract, develop, and retain the best and brightest talent by providing expertise-building

experiences that optimize career and utilization objectives.

Deliver as promised and turn clients into enthusiastic referrals through optimized service

planning, engagement and execution.

Know how your complex business is performing with anytime anywhere access to

essential metrics and role-specific business processes.

Verifiable outcomes

Demonstrable ROI

Firm ROI

1. Net returns range from 16% to more than 1,000%

2. 19% of firms generate an ROI of 50% or less

3. 52% (majority) of firms show an ROI of between 51% and

500%

4. 30% of firms report returns of 501%

Initial investment, too, is often quickly repaid with nearly

60% of firms experiencing payback in 12 months or less

Strongest and most integrated solution

Microsoft CRM/xRM4Legal enables law firms to

empower their most valuable assets – their people –

and leverage them across the firm to enable

consistently outstanding client experiences. Microsoft

investments include:

$10 billion in annual research and development

Dedicated R&D industry team

Industry-specific and Microsoft Certified Partner Solutions (xRM4Legal)

Dedicated industry marketing and business development teams

© 2014-2015 Microsoft Corporation and xRM Global Solutions, Asia Pacific Dynamics Corporation T/as. All rights reserved.