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CRM needs analysis assessment presentation

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Case study presentation on how to conduct a needs analysis assessment when determining whether a firm is ready to implement a CRM system. Presented at the Legal Marketing Association annual conference.

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Drive your CRM System out of the Garage: From Road Testing to the Open Highway Needs Analysis G. Alise Edwards March 21, 2007
Overview of Bates White, LLC ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],11/15/09
Contact management efforts spanned several years with varying solutions 11/15/09 1999 2000 2001 2002 2003 2004 2005 2006 2007 Bates White founded 608 records 1,138 records 2,129 records 3,117 records 3,506 records 5,098 records 6,920 records Contact management is ad hoc using Excel and Word mail merges Formal in-house CRM work plan developed and initial steps taken ACT! ContactEase CRM rollout
In-house solution: a customized Outlook contacts form ,[object Object],[object Object],[object Object],[object Object],11/15/09 Photoshop rendering
Contact management needs continued to be critical ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],11/15/09
What we wanted: defining the vision of the CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],11/15/09
What we wanted: technical requirements ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],11/15/09
What we did: CRM evaluation process ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],11/15/09
Where we are now ,[object Object],[object Object],[object Object],[object Object],[object Object],11/15/09
In summary… ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],11/15/09
Drive your CRM System out of the Garage: From Road Testing to the Open Highway Needs Analysis G. Alise Edwards March 21, 2007

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CRM needs analysis assessment presentation

  • 1. Drive your CRM System out of the Garage: From Road Testing to the Open Highway Needs Analysis G. Alise Edwards March 21, 2007
  • 2.
  • 3. Contact management efforts spanned several years with varying solutions 11/15/09 1999 2000 2001 2002 2003 2004 2005 2006 2007 Bates White founded 608 records 1,138 records 2,129 records 3,117 records 3,506 records 5,098 records 6,920 records Contact management is ad hoc using Excel and Word mail merges Formal in-house CRM work plan developed and initial steps taken ACT! ContactEase CRM rollout
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9.
  • 10.
  • 11. Drive your CRM System out of the Garage: From Road Testing to the Open Highway Needs Analysis G. Alise Edwards March 21, 2007