Two Firms, Two Systems, One Goal: CRM Success

Moderated by:

Christina Fritsch, President, ClientsFirstConsulting

Presenters:

Stephen Barrett, CMO, Drinker Biddle & Reath LLP

Edward Schechter, CMO, Duane Morris LLP

Pat Purdy, Senior Direct Marketing and CRM Manager, Duane Morris LLP

According to respected business research organizations, up to 80% of CRM implementations fail to meet expectations - resulting in a tremendous loss of money, time, resources and credibility. There are many reasons for the failures, but the technology is typically not the problem. The most common reasons for CRM failure include unrealistic expectations and a lack of strategic planning.

Fortunately, CRM success is possible. With the right strategy, planning, and processes in place, a CRM implementation can, and should, actually improve client service, strengthen relationships and enhance firm growth.

This webinar follows the path to CRM success that was taken by two top law firms, similar in size and dedication, but utilizing different CRM systems and strategies. The two CRM champions will share best practices and practical advice to help you and your firm achieve critical CRM success.

Specific areas of discussion will include: 

• Why devote the time, money and manpower to CRM Success
• Attributes of a successful firm
• Critical elements of a successful CRM implementation strategy
• Utilizing CRM to address key business development issues and questions
• Business challenges an effective CRM system can help overcome
• Roles and resources needed to start and support a successful CRM initiative
• Objections and potential problems to anticipate
• Enhancing success with add-on tools and services

Click here to download a registration form in lieu of online registraion.

About the participants:

Christina R. Fritsch JD
As a client development and technology consultant and the president of ClientsFirst Consulting, Fritsch partners with top law firms across the country to help them grow relationships and revenue. A key area of her focus is assisting firms in the selection and implementation of strategic technology solutions to support their business development efforts and maximize their return on investment. Fritsch also writes and speaks nationally on business development, legal technology, and competitive intelligence.

Steve Barrett
Steve Barrett has been active in large law firm strategy and marketing for nearly 20 years. He is a seasoned business marketing, communications and public affairs professional, with more than 25 years in strategy, creative problem-solving, marketing and communications experience. Barrett is chief marketing officer at Philadelphia’s Drinker Biddle & Reath LLP, and previously consulted to large law firms in the areas of strategy and marketing, large account management programs, CRM system planning and lateral partner recruitment. He also served as director of client relations at Seattle’s Perkins Coie LLP, was previously director of practice development for Paul, Hastings, Janofsky & Walker LLP in Los Angeles. He joined PHJ&W from Choate, Hall & Stewart in Boston, where he had been that firm’s director of marketing.

Barrett previously headed corporate communications for the Aetna Life & Casualty Companies, Hartford, Connecticut, and founded and headed LMS/Barrett Public Relations, in Providence, Rhode Island, which was the largest New England Public relations firm outside of Boston.  He’s an avid sailor and enjoys skiing, fishing, hunting and tennis.

Edward M. Schechter
Edward M. Schechter is responsible for Duane Morris'firm-wide marketing and business development initiatives. Under Mr. Schechter's leadership, Duane Morris has been named the best marketed law firm in the United States by American Lawyer Media. Additionally, Schechter was recognized as "Marketing Director of the Year" in the 2007 Hubbard One Excellence in Legal Marketing Awards. Schechter brings to Duane Morris more than 25 years of marketing and sales experience, including 15 years in professional services. He has experience implementing new branding, media relations, client relationship management (CRM), and client development programs in addition to launching new Web sites. He has been published nationally on issues of law firm business development and technology. At Andersen,  Schechter led the development of their global marketing and sales best practices initiative. He has managed international advertising account relationships with Ralph Lauren and Chanel, and he has implemented national sales and marketing programs with IBM and ComputerLand in addition to A.T. Kearney/EDS.

Mr. Schechter earned a master's degree in management from the Kellogg Graduate School of Management - Executive Program, Northwestern University and a bachelor's degree in economics from Franklin and Marshall College. He is a former board member of Sales and Marketing Executives.

Patricia Purdy
Patricia Purdy is primarily responsible for the direction and supervision of InterAction, the firm's client relationship management (CRM) database.  Purdy's day to day activities include the management of InterAction, overseeing the distribution of print and electronic marketing materials to clients and prospects and managing a variety of firm sponsored events. Her responsibilities also include identifying approaches to enhance client information to deliver value to attorneys and to the firm.

Purdy has nearly 20 years of experience in a variety of management positions in professional services, primarily in the legal industry. Her experience includes working as a paralegal and as a technical writer and editor and she is experienced in developing dynamic programs and systems that enhance efficiency and return on investment. Purdy is active in numerous community and charitable organizations, including the Boy Scouts of America. Purdy studied business administration at Drexel University.