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Experience management is a hot topic among legal marketers today but relatively few firms have implemented an experience management system. While there are a number of technology options available, most firms have difficulty getting started – defining clear goals, developing a road-map, getting firm buy-in. Other firms have started working to implement solutions but get mired down in the process and their projects stall or stop altogether. In this session, learn how a few large and mid-size firms have successfully implemented experience management systems by focusing on firm needs and goals first, as a way to drive the technology requirements and capabilities. The discussion covers the entire process these firms followed – from an initial assessment of goals and requirements, to vendor selection, project planning, development, system roll-out, and promotion. You will learn: •The benefits of a good experience management system •The research and decisions that happen before the technology roll-out •The role of marketing during the development process •Best practices for firm-wide system roll-out and beyond Moderator Greg Fredette, Managing Partner, Saturno Design Speakers Deborah Grabein, Director of Business Development, Andrews Kurth LLP Jennifer Forester, Business Development Manager, Stoel Rives LLP
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EXPERIENCE
MANAGEMENTRoadmap to experience management
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MEET OUR PANEL
Director of Business Development at Andrews
Kurth LLP
Deborah Grabein
Development Manager at Stoel Rives LLP
Jennifer Forester
Senior Marketing Manager at Katten LLP
Megan McKeon
Managing Partner at Saturno
Greg Fredette
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WHAT IS EXPERIENCE MANAGEMENT?
+ RFQ, RFP
+ ……..
* The process by which a firm collects, stores, manages, searches, and reports on matters and transactions.
+ Data mining & cleanup
+ Website
+ Proposal Automation
+ Search
+ Information collection
+ Reporting
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TECHNOLOGY is one part of the process
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PROCESS OF CREATING AN EXPERIENCE MANAGEMENT SYSTEM
Plan
Assess Develop
Launch
Improve
?
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ASSESS BUSINESS NEEDS
Who has done what? Pitches and proposals? Website? Reporting?
What problems does it need to solve? 01
Marketing? Business Development? Attorneys? Everyone?
Who will use the system?02
Who will manage the project from start to finish? Who will support it?
Who will manage the project? 03
How will it help the firm?
How do you sell it to management? 04
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PLANNING
Homegrown? Outside vendor? Both?
Who will build it?01
What will it do? What will reports look like? How will data be used in its final form?
How will it work?02
Need additional staff? A data steward? Who will support it from IT?
How will staff support it? 03
Where do you have the information now? What format? How will you deal with this data?
How will we use what we already have? 04
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DEVELOPMENT
Get an early look at development to make sure you are on track.
Review of Early Development01
Work out the details, make choices, manage budget. Who does this?
Continual Review02
Continually meet with stakeholders to show progress and maintain a level of excitement.
Keep the Ball Rolling 03
How do we define success after roll-out? Type of feedback? Number of users?
Pre-launch readiness04
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LAUNCH
Control the conversation. Test and solicit feedback.
Roll out to marketing/bus dev team 01
Select a limited number of people to use the system first. Beta testing.
Roll out to first user group 02
Roll out to the entire user group.
Production Launch03
Brochures, demos, training, road shows and retreats.
Promote! 04
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PROMOTE
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PROMOTE
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IMPROVEMENTS - AFTER LAUNCH
You can’t plan for everything in advance. Find out what is missing.
Solicit Feedback 01
Talk about the value. Share success stories. Continue promotion.
Continue Communication02
Roll out improvements that have been guided by feedback.
Improvements03
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