A brief chat with...

UK Top-100 firm TLT Solicitors recently appointed Caroline Bulmer as CRM and proposals manager. Legal Marketing caught up with Bulmer, as she prepares for the challenges ahead.

Why did you decide to leave Clyde & Co to join TLT?
The appeal of the firm, the opportunity, the timing – it all worked. I was moving to the south west and wanted to join a multi-discipline firm committed to developing client relationships. I was impressed and attracted by TLT’s growth and wanted to be a part of its success.

What will you miss the most about your previous role?
I previously worked with a couple of practice areas. Now, I’m working across the entire firm. I'll miss the people that I worked alongside and built up good working relationships with, but as one door closes, another one opens.

What will be your main focus over the next six months?
I’ll be auditing existing client-relationship-management (CRM) tendering processes to identify what we can do better and initiating a number of related projects, while developing a team to support the entire process. Basically, taking CRM to a new level.

What do you think will be your biggest challenge?
Pulling together my ideals with the existing CRM-related systems and culture at TLT.

What do you think are the most important elements of effective CRM?
Gaining partner buy-in, a good relationship with other business support teams and keeping the systems and tools simple – many projects fall down at the implementation stage, despite months of planning.

How do you think CRM will evolve over the next few years?
Systems, reporting and analysis will become more sophisticated as the software used and developed by law firms becomes more integrated. Added value will also be key as the legal market further consolidates.

What advice would you give to anyone entering this area?
Listen, think before answering, pick up the phone rather than relying on e-mail, do not take things personally and always proof read.