The Mad Clientist Archives - Page 85 of 90

Outtakes from the Client Service Laboratory

Truth is indeed stranger than fiction—and The Mad Clientist has come across some interesting truths in his many years of research. A few gems for your enjoyment: 1. A partner in an AmLaw 50 law firm conducted a client feedback interview with a large client. This same partner sent a…

Michael RynowecerJuly 17, 2013

The Mad Clientist

After 5-Year Upward March, Client Satisfaction Plummets

Things were going so well. Client service levels rose for 5 straight years. What happened? Now, only 31.4% of corporate counsel recommend their primary law firm, down from 35.9% last year and 42.3% the year before. Clients attribute the decrease to the following reasons: “Secondary law firms now provide substantially…

Michael RynowecerJune 25, 2013

The Mad Clientist

Corporate Counsel Shift $5.8 Billion In-House

Unlike Ben Bernanke, corporate legal departments are taking dollars out of the system. Corporate counsel shifted $5.8 billion from their outside counsel budget to internal spending—the equivalent of keeping 2 Latham & Watkins’ in-house. The shift drives a paltry projected 2013 growth of 1.8% in outside counsel spending instead of…

Michael RynowecerJune 20, 2013

The Mad Clientist

The BTI Survey of Big 4 Client Service Performance: Clients Rank the Big 4

This exclusive study adds 259 brand new, in-depth interviews with CFOs, CAOs and Controllers to our expansive database of over 13,000 professional services clients to deliver unparalleled insights into the client service performance of the Big 4. Use BTI's exclusive 24-point analysis or draw your own conclusions from hundreds of…

Michael RynowecerJune 14, 2013

The Mad Clientist

48.1% Replace Primary Law Firm—Clients Expand Law Firm Rosters

The world’s largest companies added 8 new law firms to their rosters in 2012. The typical large company uses 54 law firms, up from 46 in 2011. The additional law firms are a poignant reminder of the hyper-competitive nature of the legal market. With only 1.8% growth in outside counsel…

Michael RynowecerJune 11, 2013

The Mad Clientist

Value Trumps Cost Control as Corporate Counsel’s Top Goal—Corporate Counsel’s 7-Year Itch

For each of the 6 years prior to 2013, corporate counsel’s top goal was to control legal costs. The 7-year itch struck in 2013—cost control dropped to number 2. The number of corporate counsel who now see delivering value as their top goal soared to 31.8% from 18.7% last year.…

Michael RynowecerJune 5, 2013

The Mad Clientist

Clients Isolate 9 Core Brand Factors

BTI research with more than 13,000 C-level executives isolates 9 core branding factors impacting differentiation and hirability. These factors fit into 3 categories: 1. Client's Choice, including: Client recommendations Being included on client short lists 2. Premium Value, including: Delivering premium value

Michael RynowecerApril 29, 2013

The Mad Clientist

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Michael RynowecerApril 21, 2013

The Mad Clientist

Marketing (Mis) Alignment: Close the Gap Between Marketing and Law Firm Leadership

Marketing speaks a different language than law firm leadership. Today's session at the ALA Annual Conference highlighted how core thinking differs between marketing and business development and law firm leadership, and provided lessons on closing the gap to boost performance. Using the results of brand-new joint research between members of…

Michael RynowecerApril 16, 2013

The Mad Clientist

Leveraging Big 4 Consulting Best Practices to Bolster Your Business Development Strategies

Closing out the 2013 LMA Annual Conference to a packed room yesterday, panelists from Deloitte Services LLP, Ernst & Young and Thomson Reuters Elite discussed what legal marketers and business developers can learn from their colleagues in consulting, and what they see for the future of professional services marketing and…

Michael RynowecerApril 11, 2013