CRM: Client or Customer Relationship Management? Mox Nix.

A couple of stories about law firms using CRM – whether it’s “Customer Relationship Management” or “Client Relationship Management” is immaterial, the idea’s the same:

LexisNexis Interface Software has announced that international law firm Clifford Chance has extended its use of LexisNexis InterAction to include a global license of 4,000 users.

Interface Software is a CRM provider for professional services organizations, including law firms. Clifford Chance is structured around six global practice areas, including banking and finance, capital markets, corporate mergers and acquisitions, litigation and dispute resolution, real estate and tax, and pension and employment. The firm employs more than 3,300 legal advisors across 28 offices.

“We’ve realized that one of the greatest services that Clifford Chance can bring to its clients is the strength and depth of its,” said Charles Doyle, Global Head of Business Development at Clifford Chance said the firm has invested in InterAction to maximize use of their global network of legal experts.

Clifford Chance, which might be the world’s largest law firm, implemented InterAction on a limited basis in 1999 to centrally track and manage strategic relationships, matter details and other information.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 1-3, 2009. Los Angeles, CA.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 1-3, 2009. Los Angeles, CA.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 1-3, 2009. Los Angeles, CA.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 1-3, 2009. Los Angeles, CA.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 1-3, 2009. Los Angeles, CA.

Find Solutions for Enterprises, SMBs & Service Providers at the INTERNET TELEPHONY Conference and EXPO West, September 1-3, 2009. Los Angeles, CA.

And the publication Legal IT is reporting that one of the few remaining top 30 UK firms that does not have a CRM system, Richards Butler, will “plough on with its seven-figure investment in a new IT system,” despite its merger with US law firm Reed Smith.

Richards Butler signed a letter of intent with the US firm to join forces, and the money already so earmarked will be spent on installing a client relationship management (CRM) system “in a bid to improve its relations and marketing capability with key clients,” Legal IT says:

A spokesman for Richards Butler confirmed to Legal IT that “we will still be going ahead [with the plans]. It is going to the partners and it is top of our list of things to get done, as business development is a strong point for us. It will be fundamental.”

The CRM system was originally championed by Richards Butler’s marketing executive, Meirion Jones, who joined from Lovells in October 2005. Once it receives the final seal of approval, the intention is to have the system operational by the summer, but the firm’s merger plans with Reed Smith could push this timetable back, Jones conceded to Legal IT:

“Its introduction coincides with the firm’s recent decision to consolidate its cash collection and client services policy information into a single system, labeled `C3’. This system has been developed by Richards Butler’s in-house IT staff.”

Legal IT says the merger with Reed Smith, which would be one of only a handful of transatlantic mergers, will create a firm of over 1,300 lawyers with a global turnover of $725 million, and 300 lawyers in the UK.

David Sims is contributing editor for TMCnet. For more articles please visit David Sims' columnist page.

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