Microsoft Dynamics CRM 2013 xRM4Legal for Law Firm Leaders

Deliver amazing client experiences

Why Client Experience matters – Client Experience leaders outperform the market

Add Watermark slide and the S&P slide

Source: Yale Professor Richard Forster

Client experience impact - Lifespan of a firm on the S&P 500

Why Client Experience matters – Client Experience leaders outperform the market

S&P 500 index

-1.3%

CxP Laggards

-46.3%

CxP Leaders

22.5%

5-year stock performance of Client Experience

(CxP) leaders vs. laggards vs. S&P 500 (2007-2011)

Showing cumulative total return.

Everyone is connected, everywhere, all the time

>4.5 billion people on social

>6.8 billion on mobile

>400 million tweets per day about product, services, and brands

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

Likes…

Every touch point matters

Search…

References…

Reputation…

Reviews…

Engagement…

Service…

Shopping…

Ads…

Clients know everything

staff competitors products service clients brand

Decisions are made before you can even engage

Clients are

57% through the buying

cycle before they talk to

you

70% For complex

engagements *

* http://partnersinexcellenceblog.com/70-of-buying-process-completed-without-sales-invovlement/

Firms must adapt to the new client journey

Microsoft CRM/xRM4Legal is built to deliver amazing experiences

People-first experience

designed to bring you

closer to your clients

Pervasive connections and

communications inside and

outside the firm

Personal experiences

delivered across every

interaction and

engagement

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People-first design

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Pervasive connections

Personal experience

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Drive deeper, more impactful engagement on the outside… …with a comprehensive, integrated suite of social tools on the inside. Unify your practice groups around today’s client

Deliver meaningful

interactions at scale

Engage with clients and

close more deals

Create personal and

consistent experiences

Marketing to today’s client

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243% risk-adjusted ROI over 3 years **

Marketing to today’s client

75% average cost reduction *

“We increased our

volume of business

by more than

150%.”

*Smead reduces costs by 75 percent by switching from SFDC to Dynamics

** The Total Economic Impact of Microsoft Dynamics CRM 2011, Forrester Research

Client plans, top clients, know your client

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246% increase in user adoption *

50% acceleration of client engagement conversion cycle **

Client plans, top clients, know your client

“Using xRM4Legal, we can

do more practice group

development, build

dealflow and cross-selling

across our practice areas to

offer clients the best fit of

services.”

Easy-to-use CRM system spurs employee data tracking, improves information accuracy

The Total Economic Impact of Microsoft Dynamics CRM 2011, Forrester Research

Caring for today’s client

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95% client satisfaction rate *

75% reduction in average time for case resolution *

Caring for today’s client

“We use xRM4Legal to

personalize our client

experience. It provides our

staff the right tools and

knowledge to create

memorable service

experiences.”

* Microsoft Dynamics CRM helps insurance firm improve sales efficiency and customer care

How xRM4Legal helps you deliver amazing client experiences

Built for client experience

Contact

www.xRM4Legal.com

[email protected]