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Event Details

INC CoP: Secrets of CRM Success – How to Select and Implement a CRM System

  • 24 Oct 2018
  • 5:15 PM - 7:15 PM
  • Home Depot Customer Care Contact Center 2690 Cumberland Parkway, SE Atlanta, GA 30339
  • 27


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According to respected business research organizations, up to 70% of CRM implementations fail to meet expectations - resulting in a tremendous loss of money, time, resources and credibility. The good news is that they don’t have to. With the right strategy, planning and processes in place, a CRM implementation can actually improve client service, strengthen relationships and increase revenue.

Whether you’re attempting to select a CRM, leading a new initiative or trying to enhance your current implementation, this presentation will address the most common CRM challenges and offer effective solutions. Participants will take away real-life lessons and information that will enable them to:

  • Understanding top reasons why CRM initiatives fail – and how to avoid them
  • Evaluating and selecting CRM systems
  • Strategies and planning for success
  • Setting realistic expectations and achievable goals
  • Gaining support and buy-in from key stakeholders
  • Gaining adoption by providing value
  • Measuring success and return on investment
  • Communicating successes to drive participation
  • Lessons from leading organizations that have succeeded


  • Participants will gain insights and learn best practices for CRM success while engaging in discussion and exchanging ideas on a variety of topics, including:
  • Assess organizational needs and configure the CRM to meet those needs
  • Effectively champion a CRM initiative
  • Avoid pitfalls and navigate roadblocks in implementations
  • Construct a plan to enhance CRM success
  • Set realistic expectations and goals
  • Craft an individual CRM benefit statement to encourage adoption
  • Create an internal communications plan
  • Define metrics to measure success and return on investment
5:15 -6:15 - Doors Open, Networking, Food
6:15-7:15 - Presentation


As a CRM Success and Business Development Technology Consultant, Chris Fritsch works together with leading organizations across the country to help them select and implement the right Client Relationship Management and eMarketing solutions to support their sales and marketing efforts and maximize return on investment.

Research suggests that over 70% of CRM implementations may fail to meet expectations – but they don’t have to. Chris’ focus is to help organizations succeed by choosing the right CRM solution for their specific needs and implementing it in a way that provides individualized value to not only the organization, but also individual users.

Chris also writes and speaks nationally on topics including client relationship management, relationship intelligence, sales and marketing technology, competitive intelligence and the use of technology to enhance profitability. In recognition of her contributions to the field of law practice management, Chris was inducted as a Fellow of the College of Law Practice Management in 2017.

In her former role as a Client Development Technology Consultant, Chris advised top organizations across the country on the role of technology in business development and assisted them in selecting the right tools and technology to support their sales and marketing efforts.

In her former role as a Legal Technologist, she advised top law firms and professionals about competitive intelligence and and innovative uses of Internet technology. Chris was also Managing Partner of a consulting firm specializing in providing technology solutions for attorneys. Before venturing into technology, Chris owned and operated a chain of restaurants in Jacksonville, Florida.

Chris received her law degree from Emory University School of Law in Atlanta, GA, where she also served as a student and faculty technology consultant.

Previous Positions

  • LexisNexis – Client Development Consultant / Sales Team Manager
  • Martindale-Hubbell – Regional Director / Legal Technologist / Senior Regional Account Manager
  • Destinatia Consulting – Technology Consultant

Honors & Awards

  • Fellow, College of Law Practice Management


  • Secrets of CRM Success – How to Minimize Mistakes and Maximize Results
  • CRM and E-Mail Marketing - Not Sexy, But Essential
  • The Marriage of CRM and ERM – A Meaningful Integration
  • CRM 2.0: New Developments, New Options, New Strategies for Success
  • Enhance Your Company's Relationship Intelligence

LinkedIn URL:  https://www.linkedin.com/in/chrisfritsch/

Website:  http://ClientsFirstConsulting.com