Client Service

Large and small clients will spend more on outside counsel in 2021. Look for a net increase of 5.8% over 2020. Some industries will be increasing legal spending far more than others. And the spending spree may last longer than you think. Let’s start with the industries increasing the most:…

Faint glimmers of hope for changing the pandemic’s arc for the better are popping up. But the legal world is still upside down — or at least sideways. And this makes client service matter more than ever. So how do you stand out, how do you get ahead, and what…

Law firms can stop walking on eggshells — at least when it comes to the market and outside counsel spending. After a 2- to 3-week hiatus in March and April — spending started moving back up. Clients found themselves with a plethora of new issues all landing on top of…

GCs are highly satisfied in their jobs. 7 months into the Pandemic alongside the most contentious election anyone can remember — yet, 42% of GCs are satisfied in their jobs. But this finding masks a much more important insight. Our research reveals 58% of women GCs are highly satisfied compared…

Clients tell us the shock is over. It may not be any easier — but it’s reality. Top legal decision makers have had time to reflect and adapt. They are thinking about what’s coming, making immediate plans, and strategizing their next moves and beyond. And, they have shared their thoughts…

My friend, and longtime collaborator, Dr. Silvia Hodges Silverstein, asked me to share ideas with her thought-leading members of Buying Legal Council on how they can cut costs while adding more value. We discussed a broad range of ideas in a highly engaging panel discussion with top buyers of legal…

So many events just in the last week remind us this thing isn’t over yet. The next normal is here. And the next, next normal will arrive soon enough. The pandemic can change things in the blink of an eye, and volatility is part of it all. This begs the…

Fear can be healthy. It prepares you for imminent danger. It can help you improve your response to a potentially dangerous situation. Fear is especially healthy for the BTI Fearsome Foursome. These are the firms top legal decision makers do not want to see on the other side of the…

Clients are taking a stand on litigation now and into 2021. Despite an unpredictable world — clients are charging ahead with definite plans and budgets for the biggest component of their budget. The law firms able to catch this wave and dodge the dips will enjoy unusually higher rewards. Here…

The largest legal spenders are hiring law firms with new expectations. Each and every hiring decision is subject to these new demands. The biggest of these new demands — using more associates on their new matters. 40% of clients are including use of associates in their final hiring decisions. An…