Designing a digital client ecosystem
THE PROBLEM
A legal practice managing thousands of clients through fragmented channels, with no unified view of the relationship.
THE QUESTION
How do you manage 6,000+ clients as one coherent relationship system?
THE SYSTEM
A CRM designed as an operating model, integrated with social strategy, digital media buying, and big-data niche analysis.
THE WORK
CRM design for 6,000+ clients, integration of digital contact channels, and a big-data strategy for niche and segment analysis.
THE RESULT
A unified client ecosystem with integrated contact channels and analytics feeding acquisition and retention.
THE LEARNING
A CRM is an operating model, not a tool. The database is the easy part.
Infrastructure for AI-enabled production