I wrote part of a case study for Law Practice magazine from the American Bar Association's Law Practice Management Section: Is CRM Worth It? The Pros and Cons of Client Relationship Management.
Simon Chester, Connie Crosby, Ross Fishman and I all pointed out the pros and cons of a law firm adopting a client relationship management program. I think all of us agreed that a CRM system is generally a good thing to have. I think we also all agreed that adopting a CRM system is hard to implement from a technology and a cultural perspective. You need the firm's lawyers and staff to be willing to share their contact information. You also need the technology to make it easy to share.