NDLI: Applying Crm Strategies to the Legal Industry : Can They Make the Desired Difference

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Applying Crm Strategies to the Legal Industry : Can They Make the Desired Difference

Content Provider	Semantic Scholar
Author	Lundstom, William J. Larosa, Richard J. Wahid, Walaa Tonesakulrungruang, Lavan Chan, Peng S.
Copyright Year	2014
Abstract	1. APPLYING CRM STRATEGIES TO THE LEGAL INDUSTRY: CAN THEY MAKE THE DESIRED DIFFERENCE? William J. Lundstom, Cleveland State University, Cleveland, Ohio, USA Richard J. LaRosa, Cleveland State University, Cleveland, Ohio, USA ABSTRACT This paper provides an assessment of the state of the field of Customer Relationship Management (CRM) in the legal services industry. Specific challenges facing CRM adoption in this industry are introduced to explain the lag in CRM initiatives in relation to other service related industries. Using data compiled from the largest 200 law firms in North America and the largest 50 law firms in Australia and the United Kingdom, the authors develop an organizing framework to evaluate the perceived contribution of CRM technologies to the strategic and financial imperatives held by the firm. Their assessment extends into the organizational ownership of CRM processes, the interaction of CRM technologies with other strategic business and information technology tools, and the method(s) used to promote CRM adoption within the firm. Some of the results and findings of the study support those from previous CRM industry studies; however, a number of additional findings are offered that may be localized to the legal services industry. Suggestions regarding future research efforts to complement the findings of this study are also offered.
File Format	PDF HTM / HTML
Alternate Webpage(s)	http://www.ijbr-journal.org/domains/IJBR-JOURNAL/Documents/Abstracts/IJBR-6-1_Abstracts.pdf
Language	English
Access Restriction	Open
Content Type	Text
Resource Type	Article

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