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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
