Enterprise 2.0 solutions can change the very nature of your business strategy. See how a SaaS solution is changing the way the law firms provide serve more clients, provide better service and reduce overhead. Lessons are relevant to all industries.

1. Enterprise 2.0 as Business Strategy Harry Klein Customer Engagement Strategies

2. Agenda Need for Enterprise 2.0 in legal profession Case studies How to get started www.customerenagement.com

3. The Need for E2.0 in the Legal Industry Law firms struggle with: Clients not to calling as frequently to save $ Clients trying answer their own questions Adding new clients to offset lower billable hours Higher expectations for technology solutions from clients How to better manage paper “minute books”, spreadsheet cap tables, equity ownership and entity life-cycle documents Collaboration between lawyers; lawyers and clients; client teams Real-time responsiveness to clients Clients paying for access to their owndata More clients = more attorneys = more expense Lawyers perceived as a time sink www.customerenagement.com

4. Corporate Focus from Two Step Software SaaS solution Replace three ring binders with online minute books & centralize entity life-cycle management Replace complex spread sheets with online cap tables & simplify equity administration Replace emails & phone tag self-service, online access for lawyers, CFOs and clients www.customerenagement.com

5. Corporate Focus www.customerenagement.com Graphic property of corporate-focus.com

6. Case: “Too Much Paper, Too Much Risk” Challenge for Bingham McHale LLP Prides itself on responding comprehensively to clients’ evolving needs “The days of lawyers being able to spend as much time as they need to on a project—and just multiply that by their hourly fee and bill the client—are long over. Clients are much more sophisticated about technology, even more than we are in some cases. They understand that certain activities should be done electronically, and they should be done quickly…” Jeremy Hill, Bingham McHale’s Emerging Business Industry team. www.customerenagement.com

7. Case: “Too Much Paper, Too Much Risk” Results – improved service and an edge in client acquisition Creating a stock ledger has gone from 2 hours to five minutes No longer take 2-3 hours to respond to client inquiry – can provide real-time service Direct access to clients’ own data has been key in winning new clients www.customerenagement.com Click here for full case study

8. Case: Lower Legal Fees +Stellar Service = More Client Work Challenges for Shulman Rogers How to maintain their high level client centricity “Any company looking to raise money must have accurate information about their corporate history, whether it’s an agreement, a board meeting, or a stockholder transaction. If you need a secretary to go and your documents, that’s terribly inefficient and costly. When a client calls, they want a quick answer—and they’re entitled to a quick answer because they paid a lot of money for the work.” Max Masinter, Shulman Rogers www.customerenagement.com

9. Case: Lower Legal Fees +Stellar Service = More Client Work Results - “a foundation” of their practice, instrument of efficiency, even more client centric Work done more quickly – not seen as people at the table slowing everything down In two years stock option audits required 80% less time than previously www.customerenagement.com

10. Case: Software Developer Two Step Software practices what they preach: Entire office is Enterprise 2.0 Google apps Google voice Phone.com IP phones Salesforce.com Hubspot Amazon cloud 1/3 of employees are remote in 5 states HQ can close due to inclement weather with no production loss www.customerenagement.com

11. Enterprise 2.0 as a Business Strategy Start with zero assumptions & lots of questions about the impact of Enterprise 2.0: How help achieve business goals? How extend current business model? How drive innovation in services/products & customer experience? How enable internal and external collaboration including “value co-creation”? How change customer touch points? How deliver competitive advantage in customer acquisition and retention? www.customerenagement.com

12. Thank you. Lets’ get the conversation started: 781-559-8202 hklein@customerengagement.com www.twitter.com/CustEngagement www.customerengagement.com www.customerenagement.com