CRM Systems – Industry Analysis

CRM Systems are all the buzz in all of the service industries. Many law firms are without a system and those that have a system often do not fully utilize the benefits of having such a product. Come to this month's LMA educational program to learn more about these types of systems, hear from firms that have successfully implemented them and how your firm can benefit from this tool whether you have one or are getting one.

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Guest Moderator:
Brad Miller, CRM Manager, Blank Rome

Brad Miller has been involved with marketing technologies since the mid-90's. He has divided the past six years of his career between two major law firms, dedicating those years to the various technologies surrounding the legal marketing industry.
 
At Blank Rome, Brad is responsible for guiding the Firm's use of InterAction, their Client Relationship Management (CRM) system. He currently leads a team of three dedicated professionals challenged with maintaining the integrity of data visible to roughly 500 attorneys and some 700 staff members. He and his team are also responsible for the integration of disparate systems with InterAction, distribution of electronic marketing materials to clients and prospects, and, among other things, championing InterAction's use at every turn.
 
Brad has spoken frequently on the topic of CRM, including presentations to the Delaware Valley Law Firm Marketing Group, the Association of Legal Administrators, the International Legal Technology Association (ILTA), and various local CRM user groups. He currently sits on the steering committee of ILTA's InterAction Peer Group and remains involved with their Marketing Technology Forum. He is a member of the Delaware Valley Law Firm Marketing Group and former committee chair of the Metropolitan Philadelphia Chapter of the LMA.  Brad graduated with Honors from the University of Richmond and holds degrees in International Business and Finance.

About the Panelists:
Robin M. Nolan, Director of Marketing, White and Williams LLP
Robin has worked in the law firm marketing industry for ten years. While she has been employed by various local and regional law firms, her longest tenure began in 2001 when she joined her current firm White and Williams LLP.

At White and Williams, Robin is responsible for the strategic marketing and communication efforts of the firm’s eight offices and 230 attorneys. She oversees all client development events, seminars and activities and provides creative guidance on firm-wide and individual marketing initiatives. Robin orchestrates the placement of all advertising and responds to and directs inquiries from the media. She also manages the day-today operations of the Marketing Department.

Robin’s experience in law firm marketing includes such large initiatives as the creation, launch and redesign of firm websites, implementation of Contact Ease CRM and the development and design of practice and firm brochures.

Robin received her B.A. in Management-Marketing in 1994 from Holy Family University and her M.B.A. in Strategic Management in 1998 from Temple University.  She is a member of the Legal Marketing Association, the Delaware Valley Law Firm Marketing Group and the Association of Legal Administrators.

Patricia A. Purdy, Senior Director Marketing and CRM Manager, Duane Morris LLP
Pat has worked in the law firm marketing industry for six years.  At Duane Morris, Pat is responsible for the direction and supervision of InterAction, the firm's client relationship management (CRM) database. Pat'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.

Pat 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.

Pat is a member of the Legal Marketing Association, a steering committee member of the InterAction Peer Group of the International Legal Technology Association (ILTA), the leader of the Marketing Technology Forum of ILTA and a member of the Delaware Valley Law Firm Marketing Group.  Pat is active in numerous community and charitable organizations, including the Boy Scouts of America. Ms. Purdy studied Business Administration at Drexel University.

Andrea Cichetti, Marketing Coordinator, Volpe and Koenig, P.C.
Andrea has worked in law firm marketing for two years. Prior to joining Volpe and Koenig, she spent seven years as Business Development Manager for Philadelphia Federal Credit Union.

As the marketing coordinator at Volpe and Koenig, Andrea is responsible for the firm's strategic marketing plan, business development efforts, seminars and events. She also coordinates business development training for the firm's 30 attorneys and works with them to create individual marketing plans. Other responsibilities include managing the firm database and website, ad placement and coordinating the firm's quarterly newsletter and other mailings.

Andrea earned her B.A. in Management-Marketing from Holy Family University. She is a member of the Legal Marketing Association and the Delaware Valley Law Firm Marketing Group.

Josh Yuster, CEO, BranchIt Corporation
Josh Yuster is the CEO of BranchIt Corporation, the leading provider of Enterprise Relationship Management (ERM) solutions.  The company’s award-winning technology delivers the world’s most comprehensive relationship search engines to professional services firms in record time.

Mr. Yuster is recognized in the media as a thought leader in relationship management systems and has received coverage from a variety of publications including the Wall Street Journal, Inc. Magazine, CRM Magazine, CRM Guru, CIO Magazine, Public CIO Magazine, and Law.com.  He is a frequent speaker to the legal community, having presented at numerous events including the Marketing Partner Forum, the Legal Marketing Association, the International Legal Technology Association, and to multiple Lexis Nexis InterAction user groups.

Prior to establishing BranchIt, Mr. Yuster served as the President & COO of RewardCafe, a travel CRM company.  While there, he successfully negotiated contracts to form a distribution of over 30,000 travel agencies worldwide and honed his experience in selling CRM solutions.  In addition, Mr. Yuster gained expertise in management consulting at Computer Sciences Corporation, where he was a member of the strategy consulting group CSC Index.  He began his career at Intel Corporation, where he founded their vendor assessment group while still an undergraduate at Northwestern University.

Mr. Yuster graduated with Honors from Northwestern University and holds dual degrees in Applied Mathematics and Economics.

Mr. Yuster can be reached via phone, (415) 409-2289 or via email, josh@branchitcorp.com.

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