Reflecting on the 2014 ILTA Annual Conference

Last month our entire ContactEase team had the opportunity to attend the 2014 ILTA Annual Conference in Nashville, Tennessee themed Imagine. The four-day conference had over 200 peer-developed educational sessions, numerous networking opportunities, and provided our team with the insights and inspirations to better partner with our clients and prospects.

Having our entire team at the conference also allowed us to come together afterwards and discuss the sessions we attended. These sessions varied from creating marketing and business development ROI to implementation and deployment best practices. With so many sessions and an overwhelming amount of content, we have decided launch a new blog series “ILTA Reflections.” Once a week until the end of October we will be reflecting on one of the sessions a team member has attended. Next week the series will kick off with the blog post “ILTA Reflections: Using Big Data To Measure Marketing and Business Development ROI.”

If you also attended the conference and are interested in sharing your take on a session we would love to share it here. Just send an email to with your session recap and we will post it here with you as our guest author!

Breathing New Life into your CRM

Yesterday we attended the Breathing New Life into your CRM session at the ILTA Annual Conference. The focus of the session was on realizing the ROI on customer relationship management systems, why some CRM implementations fail and others succeed, and innovative ways firms are reviving their systems and getting more use out of them.

While CRM systems have been around for decades, firms have traditionally used them for list management, email marketing, and event management. Here are some of the unconventional ways firms are using them today:

  • Dashboard for tracking activities
  • Client teams
  • Pipelines
  • Competitive intelligence
  • Collections
  • Referral tracking
  • Expense tracking
  • Record Management
  • Communications
  • Media Interface

However, whether using your CRM system for conventional or unconventional uses your firm must first define goals and determine how success is measured. It takes clear benefits, realistic expectations, leadership support, communication and training to succeed. You will know when you have achieved your goals by increased revenue, client retention, new client representations, reduction of redundant tasks, lateral recruiting, enhanced business reporting and metrics.