Connect with Part I, Part II & Part III

Optimizing phone conversations to increase customer satisfaction and conversions

Laure Fisher and Todd Fisher are the co-founders of CallTrackingMetrics, a marketing software-as-a-service company based in Severna Park, Maryland. Laure is the company’s COO, and Todd serves as CEO. Ranked #226 on the 2016 Inc. 500 list of America’s fastest growing companies, CallTrackingMetrics helps organizations streamline, optimize, and gain a deeper understanding of their phone calls. The company’s platform provides routing, security, and analytics, and integrates with services such as Google AdWords, Salesforce, and Hubspot. CallTrackingMetrics is used by over 30,000 businesses, including Toshiba, Griswold Home Care, and Twilio. Last year, CallTrackingMetrics was named one of SmartCEO’s 2016 Family Business Awards honorees.

Q. As married business owners, how do you balance the work between the two of you?

LAURE FISHER: It’s funny, we’re just fundamentally interested in different things. The nice thing is it’s probably something about owning a business with your spouse. You come home at night, and we do a lot of our strategy planning at night, when it’s just us talking about it, and are poor children are always like, “What are you talking about?” Whenever we’re here, I feel like we try to not be at odds with each other and try to figure it out off the camera—away from the rest of the staff—but I know that I can’t do what Todd does and I think he probably can’t do what I do.

TODD FISHER: There are a lot of times where I feel like if it’s a good idea then when I explain it to Laure, she isn’t going to say, “That doesn’t make any sense. We need to focus on it.” If it’s a good idea and I say, “Hey, Laure, what do you think of this?” And she’s like, “Oh yeah, that’s totally obvious,” where Laure’s using part of the product and she says, “this is so annoying,” then that’s how we evolve. I mean, she will say, “Hey we need to do this, this, and this,” and I’m like, “Okay.” Sometimes it’s not possible right now. And so we exchange notes on what we’d like to do and then balance that with what we can do, and then sometimes we get together and we’re like, “well, this just needs to happen—it really doesn’t matter how hard it is,” and we just do it.

LAURE FISHER: Offit Kurman has been really helpful for us navigating and figuring that out. I look at them as an extension of our staff. As we grow quickly, there are so many things that we come across that we’ve never had to deal with before. Sometimes, people say to me, “Why would you go to an attorney about that?” Just try to figure it out yourself or Google it.” We have a lot at stake here. There’s a lot on the line, and I would so much rather make sure that we’re doing things the right way the first time. They have helped me with all of our HR handbooks—all of our documents. Any time there’s some kind of strange HR situation that comes up, any time we have to think through compensation of our employees, or as we start to get more and more into IP or any other protection of our intellectual property, there’s a lot at stake there as well and you can really make a lot of mistakes.

TODD FISHER: And I would just add trust. I’ve always felt that we can trust you guys. It’s always been a relationship where I feel like if we’re in doubt, we can trust that we will get the right advice from Offit Kurman.

Connect with  Laure and Todd on LinkedIn

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ABOUT OFFIT KURMAN

Offit Kurman is one of the fastest-growing, full-service law firms in the Mid-Atlantic region. With over 120 attorneys offering a comprehensive range of services in virtually every legal category, the firm is well positioned to meet the needs of dynamic businesses and the people who own and operate them. Our eight offices serve individual and corporate clients in the Maryland, Delaware, New Jersey, and Northern Virginia markets, as well as the Washington DC, Baltimore, Philadelphia, and New York City metropolitan areas. At Offit Kurman, we are our clients’ most trusted legal advisors, professionals who help maximize and protect business value and personal wealth. In every interaction, we consistently maintain our clients’ confidence by remaining focused on furthering their objectives and achieving their goals in an efficient manner. Trust, knowledge, confidence—in a partner, that’s perfect.

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Edwin Warfield, CEO of citybizlist, conducts the CEO Interviews.

If you're interested in reaching CEOs, please contact edwin.warfield@citybuzz.co

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