Keep Them Coming Back for More with Technology

Toby Brown and Carolyn Elefant's presentation were considered some of the best at the ABA Tech Show 2008.  The ABA has reproduced them in its Law Practice Today blog.

Toby starts by asking:

Why Do Clients Leave?

• 1% Die
• 3% Move
• 5% Dislike the Product
• 24% Have a Dispute
• 67% Poor Treatment or Bad Service

This is something you can, obviously, do something about - and should if you expect your practice to make it through the present economic downturn.  He explains in general terns how "sticky applications," technology tools that help you create and cement relationships can improve your customer service and keep clients coming back to you.

Carolyn talks more specifically about ways to use technology to keep in touch with your clients:  Extranets and online document access, CRM software, Client e-newsletters, blogs, News aggregators, webinars & video channels, Digital PBX.

For the full article:  Keep Them Coming Back for More with Technology.

- Peter H. Berge

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