Client Service Archives - Page 32 of 32 - The BTI Consulting Group

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

The Mad Clientist

Client Service Leaders Boxing Out the Competition

Law firms whose clients see them as being best in client service enjoy: ♦ 30% higher profitability ♦ 7% rate premiums across all staff levels ♦ 35% higher client retention Despite these convincing numbers, few attorneys truly shine for their dedication to client service delivery. In BTI’s much anticipated release of The BTI…

Michael RynowecerFebruary 27, 2013

The Mad Clientist

Client Service Leaders Buck Trend – Gain Market Share – 7 Lessons from The BTI Client Service 30

The BTI Client Service 30 – the 30 law firms corporate counsel rank as delivering the absolute best client service – buck the prevailing market trend and gained market share in 2012. Fully 67% of this elite group are gaining market share at competitor expense. Advantage: client service. The most…

Michael RynowecerJanuary 9, 2013

The Mad Clientist

Client Service Slugfest: Battle of the Heavyweights

Today’s law firms are on the ropes. Fierce competition and ever-increasing client expectations force law firms to bob, weave, jab, parry and counterpunch just to stay in the fight. Not surprising, client satisfaction rates have taken a hit and few law firms prove they have the discipline and agility required…

Michael RynowecerFebruary 8, 2012

The Mad Clientist

6 Lessons to Learn from The 2012 BTI Client Service A-Team

Growing business in the 2012 legal environment is a daunting task even for the most established law firms. Economic uncertainty slams the brakes on outside counsel spending and a renewed focus on law firm consolidation drives corporate counsel decisions. Combine this with client satisfaction rates at a 4-year low and…

Michael RynowecerDecember 13, 2011