Monday, June 4, 2018

Exploring PCLaw in the Cloud


LexisNexis® has long been known as an innovator in business of law technology. As more and more successful law firms began exploring a move to cloud-based solutions, it became time for PCLaw® to help firms streamline their finances and provide insights without the hassle of an on-site server. Understanding that all cloud-hosting services are equipped to serve the complex needs of legal service providers, our Authorized Hosting Program was developed. This blog post is our take on a recent post by one of our experienced partners, Uptime Legal.

All the convenience and security of cloud-based practice management software is now available to PCLaw customers.

Before we define and explain exactly what a private cloud is, we should clarify one important note: Cloud-based hosting for PCLaw is not a “cloud edition,” or a new iteration of the software that you’re already familiar with. It’s the same PCLaw that you know and love, hosted in a secure, private cloud by trusted partners.

What Is a Private Cloud?

Generally speaking, cloud computing includes any software, storage, service, or platform where the applications or data are stored with a third-party hosting provider, rather than your firm’s own computers or server. This could range from web-based software to cloud storage services.

Within the broad world of cloud computing exists the private cloud, which is a specific and dedicated cloud server for your firm’s software and data. A private cloud solution provides your firm with its own private server that is professionally managed and maintained by the hosting provider.

PCLaw is a comprehensive software solution that requires a server. In the case of a private cloud solution, the private cloud is the server. It will host PCLaw just like an on-site server would but without the maintenance and IT headaches associated with owning and managing your own server.

A private cloud is a holistic, end-to-end solution that hosts and provides support for PCLaw.

Our legal-centric hosting partners are evaluated thoroughly and they understand the complexities and requirements of hosting legal software. They are not only optimized to run PCLaw in the cloud, but also include other essential software and IT services. Because they have such extensive expertise in legal-focused cloud hosting, they are prepared for emergencies and have backup procedures in place. For you, that means greater security and a reduced risk of downtime.

How PCLaw Works in the Cloud

Now you understand how PCLaw works in the cloud but how does it work in practice? What does it look like? What is the user experience?

When you run PCLaw in the cloud, everyone in your firm will log in to a virtual desktop. Within your virtual desktop, you’ll find your PCLaw, other applications, your documents, and your email. You and your firm can log in to your virtual desktop from anywhere: the office, a client site, or from home. You’ll also be able to log in from any device, like your work desktop, laptop, even your iPad. This makes you far less dependent on any one computer or device (or location). You’ll have access to all the tools that PCLaw provides to capture more time, bill more effectively, track performance, and ensure compliance.

Functionally, you’re logging in to a remote system—like a dedicated computer in the cloud. When you open and work with any application (such as PCLaw) you’re actually working in that application on the private cloud server, not the device you’re connecting from. Current Internet speeds make this not only possible, but (with the right private cloud platform) as seamless and secure as if you were working on your own local desktop.

Imagine the improved workflows of your firm after you have moved to a private cloud. You log in to your computer from any location, on which there are only a few icons: Your favorite browser, your recycle bin, and a shortcut to log in to your virtual desktop. Once you log in, you have access to all the tools and benefits that will make it easier to manage your firm, including:

  • Access to PCLaw and all your other software solutions
  • Add-on options, including compliance applications
  • Personal/individual files and folders
  • Faster and easier upgrades
  • Ultimate security and backup options

PCLaw is truly a holistic solution for the ever-changing needs of today’s law firms. With quick, secure access and easier upgrade capability, it makes perfect sense to move to the cloud.

Official Path for PCLaw in the Cloud

In October of 2017, LexisNexis announced the launch of its Authorized Hosting Program. This new program gives users of PCLaw an authorized, supported roadmap for using PCLaw and LexisNexis products in the cloud. It also ensures customers that the providers they partner with truly understand the complexities of hosting a legal solution in the cloud.

Now, when a firm wants to move their PCLaw—or their entire practice—to the cloud, they have a defined path.

Authorized Hosting Program companies have been thoroughly reviewed and vetted by LexisNexis. And more important, the support teams of both LexisNexis and its list of Authorized Hosting Program partners work hand-in-hand to deliver best-in-class customer experience and a smooth transition to running your firm in a private cloud.

Closing the Loop

PCLaw is a powerful tool to manage your law practice. And using PCLaw in the cloud is a great way to eliminate servers, streamline your technology, secure your data, and work anywhere.

Many law firms have taken up this marriage of practice management and private cloud, and as a result have experienced a new level of security and productivity. Are you ready to join the top-tier firms that are moving PCLaw to the cloud?

Reach out to discuss all the benefits of PCLaw in the cloud

Trademark registration info:
LexisNexis is a registered trademark of RELX Inc. PCLaw is a registered trademark of LexisNexis Canada Inc.

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Friday, June 1, 2018

Introduce You to Some New Things, and Upgrade You(r Legal Marketing)

Photo credit:

Photo credit:

In today’s legal marketing world there is constant, inescapable pressure to achieve recognition for your firm. So, how do you distinguish yourself and gain a competitive advantage? Or maybe a better question is: How do you become the Beyoncé of the legal marketing sector? Create your own Beyhive and turn your firm into a breakout star of Beychella proportions. Read on for tips that will help you stay ahead of the curve.

Five Lessons from Beyoncé to Apply to Your Firm

To be a successful legal marketer, you must establish your firm’s identity and brand, create and implement business development strategies, develop the relationships that will help grow your network, and identify and utilize the right platforms to reach your customers. This is no small task, especially since you’ll also need to stay relevant in an ever-changing legal market.

Beyoncé wasn’t built in a day (did I just create the newest relatable saying of my generation?  ), but solid marketing certainly sped up her rise to fame. A firm’s marketing strategy is the key to their growth because, let’s face it, without marketing even the best firm is just

Your Persuasion Can Build a Nation

An effective marketing strategy should include tactics for establishing a firm’s identity and brand. When it comes to Beyoncé, you know what to expect. She has perfected her brand, and she understands exactly who she is and why people love her.

Similarly, when an attorney tells a peer where they practice or a potential client sees your marketing, conclusions are drawn. You, of course, want these to be positive, but also aligned with the message you are trying to put in market. Beyoncé became Queen Bey by knowing what she does well and executing it flawlessly. She is a game-changer. After all, building a brand is to establish a recognizable identity that grabs attention, inspires confidence, and creates a connection with your audience. Firms that can grow a strong brand will most likely be the ones that build a strong, loyal base, just like the Beyhive. They don’t call it the Beyoncé Effect for nothing.

All the Business Devs, All the Business Devs …

As a legal marketer, you know that a cohesive marketing and business development strategy is critical to your firm’s growth. With a proactive strategy as your guide it’s easier to identify and pursue the right opportunities instead of simply reacting to all opportunities that arise. Taking a cue from one of Beyoncé’s hit singles, you can determine which cases to put a ring on or which to put aside in a box to the left. (See what I did there?)

It was named the best song of 2008 by Rolling Stone, won 15 awards worldwide, and became the anthem for all the single and taken ladies (and men) out there. “All the Single Ladies” (all the single ladies) releases the Sasha Fierce in all of us. It’s important to mention that the woman didn’t even need anything in her music video but an empty room to dance in. That song sent a powerful message of confidence about knowing your worth, setting your priorities, and not compromising on either.

Just like Beyoncé knew that if you liked it, then you should’ve put a ring on it, you know just how important retention is to securing future opportunities. In fact, in our 2017 Law Firm Marketing and Business Development Survey, 85% of firms said growing existing key clients is a top growth strategy. If you don’t invest in retaining and growing current clients, you risk losing them to the competition. Or, for lack of better words: don’t be mad once you see that he want it.

We’ll cover how to implement an effective business development strategy from multiple C-suite perspectives in our 360 Perspective: Law Firm Business Development panel at Accelerate.

Photo credit:

Photo credit:

Who Run the World? Connections.

How many times have you heard that it’s all about connections—the people you know and who they know? When you strategically manage and leverage your network, whether it’s made of current clients, firm alumni, etc., you have a credible entry into a whole new audience. You need to know who is in your network, nurture those relationships, and identify the right opportunities to leverage those connections.

When you think of iconic partnerships, it’s safe to say Jay-Z and Beyoncé top the list. Their careers have blossomed together and they’ve successfully leveraged their partnership to expand into each other’s fan bases. Not to mention, Jay Z has helped facilitate collaborations between Beyoncé and Kendrick Lamar, The Weeknd, and Jack White to name a few.

Our keynote speaker at Accelerate, J. Kelly Hoey, will cover the importance of networking and examining the most effective ways to connect with your own connections.

You Ain’t Never Seen a Fire Like The One I’ma ‘Cause (Through These Platforms)

There are almost no words to describe this but here I go. Secret. HBO. Visual. Album. Lemonade, Lemonade, Lemonaaadddee… I’m going to need an actual second because I literally cannot. Dying.

Okay. I’m back. This really comes down to two things: determine the right message and use the most effective platforms to amplify it. Legal marketers need to be flexible and capitalize on how the industry has changed. It’s time to embrace all types of platforms to reach our clients and potential clients.

To really grasp this concept, let’s take a masterclass from the extremely influential Lemonade album. For those of us who spend time in the Beyhive, we know why this album was produced. For those who don’t know, here’s the quick version.

Amid a flurry of rumors and drama, Beyoncé carefully crafted her message and then tailored it for each platform she used, flawlessly reaching customers through email, social, online, and television networks. With one piece of content and a masterful marketing strategy, she dismissed rumors, put on the second-highest grossing tour of the year, and blew our minds. I mean, how long did we wonder who Becky with the good hair was?

She understood that there is an art to communicating with customers (and potential customers) and that when executed correctly, all the stars will align. It’s in that same way a legal marketer who controls and communicates your message across multiple platforms gives your firm the best position for success.

In our Modern Marketing Plan session, we will discuss multiple tactics and how to use your channels effectively. In our second keynote, Ron Tite will talk about a flexible and dynamic marketing process and his #ThinkDoSay approach.

Becoming Beyoncé: I Dream It, I Work Hard, I Grind ‘til I Own It

To draw on your inner Beyoncé, start with a focused message around your firm’s identity and brand. Like Bey, you want the world to know (and appreciate!) what to expect from your firm. Effectively marketing that brand allows you to build a solid business development strategy to put a ring on the right opportunities. It’s also important to strategically nurture partnerships and cultivate connections— although it probably won’t result in your personal collaboration with Kendrick Lamar.

As a millennial and a marketer, I’m familiar with Queen Beyoncé as well as how successful her brand and marketing strategies are, but I did have to do a little research to tie this all in properly. And one piece of advice from Beyoncé’s Head of Marketing, Jim Sabey, stood out to me: “You have all these (people) who think they know what the world wants in music. And they have no idea. What Beyoncé understood early on … was that the industry fundamentally has changed, and that you can communicate directly to your fans.” As a legal marketer, you need to build the message you want to convey and communicate through the platforms that make the most sense for your audience.

One way to stay ahead and slay all day is to attend the Accelerate Business Development Summit this month at The Umstead Hotel and Spa in Cary, North Carolina. During the Summit, we’ll touch on all the strategies and tactics mentioned above. If reading this doesn’t make you want to listen to Lemonade album on your way to #LNAccelerate, I don’t know what will!


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Tuesday, May 29, 2018

Efficiently Make Your Time Matter Wherever You Go


Accurate timekeeping is crucial to productivity, client satisfaction, and even more important, getting paid. However, the drudgery of this chore often causes timekeeping to become an afterthought and it falls to the bottom of the to-do list. The problem isn’t just time entry, but how time is entered. Many of the existing time-tracking processes cause a bottleneck for the team. But the job must get done for bills to be sent. So, staff then reconstruct a week’s—or even a month’s—worth of work, which can lead to a lot of forgotten billable hours.

When time can be entered easily as soon as the billable work is complete, you ensure compliance and, in turn, improve your firm’s bottom line. The advances in technology make it even easier to stay on top of billable hours in real time. According to the American Bar Association’s 2017 Legal Technology Survey Report, 96% of lawyers surveyed indicated that they use smartphones for law-related purposes while away from their office.1 Legal professionals now have mobile capability to access and enter information from anywhere at any time.

The convenience of this mobile law office has many advantages:

Increased Earnings

Task details become less clear the longer it takes to enter them, and time entry becomes less precise. As reported, legal professionals who record time monthly can lose as much as 60% of their time.2  Even letting just a week pass without entering time lowers profits. Lawyers who reconstruct their time weekly tend to lose 25 to 30% of their time.3 Reconstructing time often underestimates the hours used to complete the task.

This failure to accurately track billable hours also affects a firm’s overall profitability. As reports prove, firms that keep time as they go tend to generate 25 to 40% higher revenues than firms that do not.4 Without exact records to review, a firm cannot assess if it nets a suitable margin for retainer and fixed-fee clients, or if the client is high demand and low return. This information helps the firm understand if their resources are being accurately utilized and increase overall profitability.

But, when you improve your time entry, you no longer need to worry about overcharging your clients and losing their trust—or devaluing your firm’s resources.

Lawyers who record time as they go typically make 20 to 50% higher revenues compared to attorneys who do not.5  With the aid of your smartphone, you can add value to minutes previously unaccounted for.


Improved Efficiency  

The irony is that legal experts may think they are saving time by waiting to record their billable hours, but the intervals required to compile emails, calendar events, appointment logs, etc. for review wastes more valuable time than necessary and prohibits productivity. Smartphones streamline the process of recording tasks as soon as they are complete. Overall, you and your firm will have immediate access to helpful information to keep you moving more efficiently.

Better Compliance

Transparent timekeeping improves client trust. If you rely on reconstructed time, you most likely cannot provide your client with a point-by-point invoice; therefore, you risk the loss of their business. Reviewing real-time entries against guidelines allows you to catch and rectify errors as soon as possible, ensuring the invoice is accurate and will most likely be approved. This immediate and accurate time-tracking also grants clients the better use of your time on their matters and will most likely secure you their returning business.

As firms continue to see the real value contemporaneous timekeeping has on their bottom line, they are making the shift to implementing mobile time entry. Mobility provides attorneys and support staff a means to not only capture their time and billing on the go, but also to efficiently account for finished work and bill earlier.

Learn how LexisNexis® Time Matters® Go helps you to precisely capture your time on the go, account accurately, and allows you to bill faster and more efficiently.

1 Black, Nicole. “5 Useful iPhone Apps For Lawyers.” 10/5/2017. Retrieved from MyCase.

2 Devry, Ellen. “The Several Advantages of Contemporaneous Time Entry.” 8/27/2015. Retrieved from Contemporaneous Notes.

3 Esposito Jr., Frederick J. “Make the Timekeeping Honor Roll.” 6/14/2013. Retrieved from attorneyatwork.

4 Grande, Allison. “Attorney Timekeeping: Why It Pays To Plug The Leak.” 8/5/2010. Retrieved from Law360.

5 Devry, Ellen. “The Several Advantages of Contemporaneous Time Entry.” 8/27/2015. Retrieved from Contemporaneous Notes.

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Wednesday, May 23, 2018

PCLaw: Even Better in the Cloud


Even Better in the Cloud

What better way to manage your law firm than with the comprehensive practice management solution that is trusted by top firms. Managing your firm is now even more convenient with cloud-based hosting of PCLaw®. With cloud hosting, PCLaw customers can access their practice management functions anytime, anywhere with a secure online connection. This isn’t a web-based application—it’s hosting of your firm’s entire practice in the cloud, so you’ll have your software applications, documents, invoices, contacts, and email whenever and wherever you need them.

Managing Your Firm Just Got More Convenient

Recently, LexisNexis® developed its new Authorized Hosting Program. We’ve partnered with companies to provide hosting services for PCLaw that meet the highest standards of reliability, security, ethics, and support. So, what are the advantages of leaving your server behind and moving to the cloud? Here are some of the key benefits:

  • Backup and Disaster Recovery: Ransomware, viruses, weather, and even software and hardware updates can lead to lost information. With cloud hosting, your data is stored on an off-site server, without the expensive internal hardware and administrative overhead. The data centers are constantly maintaining and monitoring your systems, ensuring optimal reliability and security.
  • Remote Flexibility: With private cloud hosting, law firm staff can work anytime, anywhere with a secure Wi-Fi connection. This makes it possible to manage your entire firm from outside the office. Identifying client matter, comprehensive reporting, managing cash flows, integrating billing and accounting, and everything else is a lot more efficient when you team up with our Authorized Hosting Providers.
  • Security and Compliance: Because LexisNexis understands the unique nuances of law firm management, we’ve partnered with cloud hosting companies that offer secure and compliant access to the tools you need. Offering bank-grade encrypted security, our partners offer multi-factor authentication, onsite cloud backup, and restricted access so you know your information is safe. Also, all of your practice management, legal and compliance needs are readily available when you need it.
  • Support and Upgrades: With a hosted solution, firms can now upgrade their software faster than ever. Plus, LexisNexis Authorized Hosting Program Providers’ virtual environments have been fully vetted, ensuring the environmental issues with upgrades will become a thing of the past. Law firms also appreciate our partners as a complete resource option for network, computer, or onboarding support. Instead of juggling multiple vendors when you have an issue, our hosting partners can help you with all your technical and PCLaw speed bumps.
  • Legal-Specific Hosting: Many cloud providers offer services that span across multiple industries. Not our hosting partners: They recognize the specific challenges faced by law firms when handling their matter management, billing, and accounting. Their extensive experience in the legal industry means that their understanding of your security and compliance are of high priority.

Experience Counts

PCLaw offers a complete firm management solution, and we’ve partnered with the best in the business to help you get set up in the cloud. Our Authorized Hosting Program Provider, Uptime Legal™ is a legal-specific cloud service provider that has successfully moved hundreds of law firms across North America to the cloud. Recognized by the American Bar Association, Uptime Practice includes hosting of legal software, integration amongst leading office applications, dedicated cloud servers, unlimited support, constant antivirus and security monitoring, and much more.

More and more successful firms are moving to the cloud. If you’re still struggling with the hassles of an on-site server, why not consider making the switch? Contact us for more information.


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Monday, May 14, 2018

The Intersection of AI and End-User Adoption


Earlier this year, I wrote about artificial intelligence (AI) and how it’s transforming both traditional and corporate education programs. With the support of AI, programs can be designed to support the learning styles of students, enhancing their comprehension and retention. As exciting as these advances may be, law firms aren’t always in a rush to adopt new technology. Even with the prospect of better efficiency and improved business performance, it can be tough to get employees engaged and sell the incredible value of AI. So how can your firm overcome resistance and encourage end-user adoption?

From Data to Knowledge to Insights

Let’s face it: the promise of a constant stream of new, fresh data isn’t what’s going to be what encourages user adoption. Employees are busy and they aren’t going to want anything new on their plate unless it’s going to make their life easier in the long run. So how can you make the sell? It’s vital to understand how data translates to knowledge, which leads to the insight that will help your firm excel. Insight gained must fulfill a need that your employees have. That means that end-user adoption must be the ultimate goal and any data collected should support this objective.

It can be difficult to express the journey from data to insights. One way to start is by evaluating the needs of those who will eventually be the end users. What challenges are they facing and what insights could help them better perform their jobs? The answer to this question should frame the foundation on which any data collection and analysis programs should be built. The path to efficiency starts at raw data, which is transformed by AI into the knowledge that is used to develop actionable insights.

The Path to Insights

Getting to insight sometimes requires turning the process on its head and then back over again. Large amounts of data, without context can lead to overwhelm, which is exactly what you are trying to prevent by adopting AI. This means that before the design even begins, you’ll need to consider what the ideal user practice will look like and how this will be developed. Then the cycle of design, development, delivery, and implementation can begin.

As I’ve mentioned previously, it’s vital to resist that nagging feeling that you have to add AI to your programs in order to increase employee productivity. The tools that you choose should always support rather than drive the design. If the understanding and embracing of your new programs is the ultimate goal of the design from the very beginning, user adoption won’t be an insurmountable obstacle.

I hope you’ll join me at 11:00 am on June 27th at the 2018 Accelerate Business Development Summit, hosted by LexisNexis® InterAction® for a panel session on end-user adoption. Together with Maggie Hepburn, Anna Hedgepeth, and Myles Ahearn, I’ll be discussing some of the challenges of end-user adoption and solutions for positive change.


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Thursday, May 10, 2018

How to make a case for CRM: Four key benefits and a guidebook


Have you researched customer relationship management (CRM) systems? Do you know that having one would save hours of managing client information? Are you struggling to get buy-in from firm management and decision-makers? In order to successfully sell the need for a CRM system, you need a good presentation strategy that illustrates a return on investment (ROI). Get their attention by positioning the CRM system as a business tool that will give them information quickly and will contribute to more efficient use of developing client relationships, which creates more time for billable work.

Your strategy for presenting a case to adopt a CRM system could include answers to questions such as: Who are the stakeholders that can be advocates? What tactics or key firm strategies are we trying to accomplish? Who will champion the CRM system? How do we measure success?

Essential to the success of your pitch is to involve stakeholders across the firm in the process of evaluating and defending the selection of a system. Involve them at an early stage: this initiative will help you to identify those who will support your business case and those who might need more convincing.

Conducting some due diligence before the pitch is made will ensure your selection criteria focuses on what is required to address different concerns and what will deliver the best return on investment. Without this insight, decision-makers may be swayed by the latest bells and whistles that don’t necessarily address the real needs of the business.

Here are four key benefits you can make when pitching a CRM system for your firm. These are geared toward benefits to the attorneys and partners who are concerned about generating billable hours and who don’t want to spend time entering data.

Less Data Management

MidMarket Blog Post 2 icons-1Much of the doubt raised by the suggestion of a CRM system centers around stepping away from billable hours to input data. Focus on the process of developing client relationships and the importance of rapid access to the right relationships. Does this contact currently give you work? Is there potential for future work or do they refer work? Attorneys will be thankful for the time savings incurred by a system that keeps track of their most important contacts. Explaining these benefits will also encourage firm-wide adoption and participation. Information will be accessible, accurate, and centralized for the entire practice.

CRM managers can maintain buy-in with ongoing progress reports and client activity logs delivered to attorneys at critical intervals and milestones. With many CRM systems, including LexisNexis® InterAction® software, there are opportunities to integrate many of your current systems. This key benefit would alleviate multiple entries of the same data, saving even more time. A CRM system can reveal hidden relationships that can help decide whether to pursue a certain opportunity or organization.

Better Client Service

MidMarket Blog Post 2 icons-2Consider your stakeholder discussions and include a question on how this would benefit the client. Building a client base is most successful when the long-term potential of the relationships are considered. In a presentation for the LMA New England Chapter’s Annual Conference, Robert Algeri with Great Jakes Legal Marketing illustrated that “four marketing tools are essential for developing a lead nurturing ecosystem: marketing automation technology, CRM, email, and thought leadership. A marketing automation platform needs to be integrated into the firm website and is the key component to engaging and tracking prospects by name and identifying which prospects to pursue.”

In a follow-up interview, Mr. Algeri stated, “Lead generation assumes instant gratification, [whereas] the benefits of lead nurturing are assumed over time.” Having a tool that will keep all of the data about each specific client for the long term will be integral to your firm’s success and continued growth potential.

Another way to illustrate benefits to the client is by delivering ROI reports to attorneys when possible. Show them how clients are engaging with the firm based on attorney activities and marketing campaign efforts. This benefit is twofold: it will keep attorneys and partners engaged in supplying and inputting data from their efforts, and it will maintain client communication activities, leading to better outcomes and helping to generate business. Once attorneys and partners see the wins illustrated by a CRM report, they will be more inclined to get in on the process—so their efforts show up in the next reports.

Always Be Informed

MidMarket Blog Post 2 icons-3Keeping up with numerous clients is overwhelming, so illustrate how a CRM system can alleviate a lot of this extra work. LexisNexis® InterAction® software sends you automatic updates when people in your organization communicate with one of your prospects, including details of the communication. The CRM system enables active review and management of relationships, allowing users to work smarter and save time. Added time-savers included with certain CRM systems include: Outlook client and calendar sync and calculation of relationship scores that make generating detailed activity reports easy.

Develop stronger relationships with clients, prospects, and referral sources by understanding their motivations and interests. In today’s market, you need to constantly reinforce your relationships with each one. The CRM system provides a one-source reference to anyone you interact with, even if months have passed since your last encounter.

Streamlined Marketing and Communications Campaigns

MidMarket Blog Post 2 icons-4Alleviate the task of recreating a mailing, invitation, or email list every time you schedule a communication to clients. With a CRM system, the list is already there from the last time those clients were targeted. Simply and quickly make additions and dramatically cut development time of these campaigns. The automated system ensures inactive clients are not included and new mailing addresses are updated to keep the list current.

CRM enables strategy. Ultimately, the goal is to present the CRM system as a tool to improve the quality and results of marketing communications and campaigns to achieve more wins—while keeping data management requirements to a minimum. Find out how a CRM could improve your firm’s win rate by successfully prioritizing marketing initiatives. Download the Guidebook for more information: Making a Case for CRM: A Guide for Mid-Sized Firms.

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