Lawyers are well aware of how important it is to foster client relationships. Each client you take on is an opportunity for future business. And these repeat clients can also serve as helpful referrers that bring in new business to your firm via word of mouth. This means that providing a great customer experience from beginning to end — especially during every stage of the sales process — should be high on your list of priorities.
Recently, Lawmatics CEO, Matt Spiegel, joined Moshe Amsel, host of the Profit with Law podcast, to discuss the importance of delivering a great client experience throughout the entire sales process. This enlightening conversation covers:
- The differences between CRM and practice management systems
- KPIs and metrics your law firm can use to evaluate the success of your sales process
- How a positive client experience is more important than the legal outcome
What You Will Learn When You Listen to This Episode of the Profit with Law Podcast
Some of the many highlights from this discussion are:
- A CRM is designed to engage, nurture, and build relationships with your clients throughout the sales process.
- There needs to be a balance between transactional interactions and relationship-building moments with your clients throughout the customer journey.
- The three phases of the client customer journey: Intake, Active Case, Case Complete. The final phase is often the most overlooked, and yet, it plays a key role in turning clients into repeat customers and bringing in more referral-based business.
- Not all CRMs are built the same. A legal-specific CRM provides more functionality and support for the unique needs of law firms.
- Creating a seamless series of automations and methods of communication is essential to providing a positive customer experience that scales with the growth of your law firm.
- It’s important not to lose your humanity when setting up automated messages. Your clients want to feel like you’re supporting them 24/7 - even when you’re not!
- Don’t forget to measure the impact of your efforts on a regular basis - what are your conversion rates? How much is the cost per lead and cost per client? Your law firm’s data provides a wealth of information that can help you make better-informed decisions for your law firm.
“It's not the result that they remember; it's the experience that they remember.”— Matt Spiegel
There’s so much more you can learn from this conversation. Listen to Moshe and Matt’s full conversation on the Profit with Law podcast below!
