Client Service Archives - Page 29 of 30 - The BTI Consulting Group

Global Law Firms Change Their Stripes

Global law firms have found a new way to compete. Large, US-based law firms have spent the last 5 to 7 years building out their global networks. As the race to go global accelerated, establishing a global infrastructure took priority over client service; leaving the door open for other firms…

Michael RynowecerJanuary 14, 2014

The Mad Clientist

The 11-Minute Resolution

In the New Year, resolve to use 11 minutes a day to seriously understand your top clients. The operative word being seriously. Demonstrating the deepest understanding of your clients’ business is a proven method to win new work and increase client retention. Yet too often we get caught up in…

Michael RynowecerJanuary 8, 2014

The Mad Clientist

Law Firms Build Serious Marketing and Biz Dev Muscle

Lip service is over. Law firms are building marketing and business development muscle to drive market gains—and partners show their support by voting with their wallets. Law firms steadily boosted their investment in marketing and business development since 2010. Budgets at the 100 largest firms experienced a compound annual growth…

Michael RynowecerDecember 2, 2013

The Mad Clientist

New Strategies Turbo-Charge Leaders—Skadden Tops BTI’s A-Team—Morgan Lewis, Sidley Surge

Corporate counsel rank Skadden as delivering the absolute best client service. After redefining its approach to clients 4 years ago, the firm surges to number one in the BTI Client Service A-Team 2014. Skadden is an 11-year veteran of The BTI Client Service 30, has been in the top 5…

Michael RynowecerNovember 18, 2013

The Mad Clientist

Cross-selling: Legends, Folktales and Statistics

1. The typical primary law firm provides 3 practices to a single client. Fiction:On average, a primary provider delivers 1.8 practices to a single client—meaning most law firms deliver one, and a handful service 2 practice areas. The average client has 4 major practice needs and 5 minor, but measurable,…

Michael RynowecerOctober 30, 2013

The Mad Clientist

The Mad Clientist’s Maxims: The RFP Process is Neither Fair nor Objective

The only people who dislike RFPs more than you are your clients. To some, the RFP can serve as a beacon of hope to win new business—driving adrenaline levels and competitiveness sky-high. To others, the RFP is a wake-up call—a signal your client relationship is at risk because you are…

Michael RynowecerOctober 23, 2013

The Mad Clientist

Why Clients Recommend Law Firms: Client Service x 5

Superior client service drives 58% of clients to recommend their primary law firm. In fact, client service inspires peer recommendations 5 times more than any other factor.

Michael RynowecerJuly 24, 2013

The Mad Clientist

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

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