CRM For Law Firms: The What, Why & How Of Client Relationship Management For Law Firms

Your clients are the heart of your business; without them, your law firm simply wouldn’t exist. And whilst many companies within the legal market recognise the importance of their clients, many fall short when it comes to building and maintaining relationships with them. This is where CRM (client relationship management) for law firms comes in. 

What is CRM for law firms & why is it important?

CRM is now the biggest software market in the world – and not without good reason. CRM for law firms involves the use of strategy and technology to manage engagements with current and potential clients. Tracking and analysing these interactions will help your law firm streamline processes and build stronger relationships with the people that matter most – this means more sales, increased profits and improved customer service. 

CRM for law firms - graphic showing elements of CRM

Ultimately, it’s all about improving client relationships to increase satisfaction, which in turn will improve your retention rates and increase your profitability. Additional benefits of CRM for law firms include:

  • Offers an invaluable learning experience
  • Allows law firms to operate more efficiently by automating and streamlining processes
  • Enables firms to optimise interactions and make the most of every engagement
  • Facilitates cross-team collaboration
  • Increases productivity within various departments
  • Improves client retention

Getting started with CRM

Types of CRM for law firms

Before you get started with CRM for your law firm, you need to understand which type of CRM software is most suitable for your needs. Typically, law firms will focus on one of the following types of CRM:

Operational CRM 

Operational CRM systems are one of the most commonly used. Unsurprisingly, this system is designed to help law firms to manage their marketing, sales and customer service operations. They provide tools to help firms streamline their sales process – including marketing and sales automation – and ensure every customer journey is optimised, no matter how many touchpoints there are. This type of CRM system not only helps to improve client relationships but also frees up time and allows agents to focus on the areas that matter most to their law firm. 

Collaborative CRM

As the name suggests, collaborative CRM systems are focused on connecting different departments to create a more seamless customer experience. They work by sharing customer data in real-time to teams across various departments, meaning anyone who engages with your clients can access up-to-date client information as and when required. This means clients don’t have to repeat conversations every time they interact with a new representative. It also removes the need for individuals from different departments to waste time chasing each other and digging for information. 

collaboration - collaborative CRM for law firms

Analytical CRM

Lastly, analytical CRM gathers, organises and analyses key information relating to your clients, including marketing, sales, service and customer data. This system aims to help law firms to make the most of their data and use it to make informed decisions. 

CRM software 

There are endless options when it comes to CRM software, so take your time to research and find the one that is most suitable for your needs and budget. In the meantime, here are 4 options to get you started.  


One of the most popular CRM systems across the globe, Salesforce offers affordable CRM to companies within a range of industries. Their product helps businesses improve their “marketing, sales, commerce, service, IT, and more” and is designed to help firms reach their full potential. 

CRM for law firms example - salesforceClio Grow 

Created with UK law firms in mind, Clio Grow is the most niche CRM on this list. Their software allows law firms to automate, schedule, manage and optimise key client tasks and information and offers “everything you need to grow your firm”. With 24/5 support and leading security, you can worry less about risk and more about results. 


Another CRM designed specifically for law firms is LegallyCRM. This system enables law firms to organise and manage important documents, tasks, interactions and sales information whilst helping to optimise client communication and streamline the sales process. 

CRM for law firms example

HubSpot CRM

If you are a smaller law firm or have a limited budget, then it’s worth looking into HubSpot’s CRM system. First, it’s free. So you have nothing to lose. Secondly, it’s useful. It offers centralised access to key insights, documents, deal tracking, a reporting dashboard and helps to manage the sales pipeline. 

Looking for help improving your client retention and increasing your profitability? Get in touch to organise your free consultation with one of our marketing experts to discover how we can help your law firm reach the next level.  


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