Redefining and Enhancing CRM Adoption

(Part 3 of 3)

Judge gavel beside a laptop

Adoption has always been a key metric of CRM success… and yet firms have always struggled to get professionals to use the software. Perhaps the problem isn’t with the technology… it’s with the way we define adoption and, ultimately, success.

It’s time we started measuring success not by how much the professionals access the system, but by how much value the system can provide to them. In this recording, we share ideas for new ways to define CRM success and provide information and best practices for getting professionals to engage with the system.

Legal industry experts, Chris Fritsch, and Whit McIsaac, cover:

  • Strategies to enhance buy-in
  • Rollout planning and targeting key groups
  • Delivering impactful messaging and communications
  • Training ideas for positive outcomes
  • Dedicating staff and support resources
  • Creating reports and dashboards to share information


Chris Fritsch, J.D., CLIENTSFirst Consulting

Chris Fritsch is a CRM Success Consultant and founder of CLIENTSFirst Consulting. Chris and her team of almost 100 CRM consultants and data quality professionals have helped hundreds of firms achieve CRM success. She is also a recognized authority, author, and speaker on marketing and BD technology topics and was named among JD Supra Readers’ Choice Awards' top 10 Marketing and BD thought leaders. Chris is a Fellow of the College of Law Practice Management and received her law degree from Emory University.

Whit McIsaac, CEO, HSO

Whit McIsaac is the founder of legal360 and the Global Industry Director for legal360’s parent company, HSO ProServ. With over 30 years of law office technology experience, Whit has spent the past 15 years working closely with Microsoft and their leading global law clients to architect, develop and implement the latest solutions for law office business development, marketing, and relationship intelligence. During this period, Whit and his team have been named Microsoft’s Global Partner of the Year 11 times and have implemented over 150 Dynamics systems for law practices throughout the world.

Watch On-Demand