Client Service Archives - Page 33 of 35 - The BTI Consulting Group

Are Your Client Relationships Good…or Simply Good Enough?

Unless your firm has robust client feedback in place, you are simply guessing at how good your client relationships are. Clients are the only true judge of the strength for every relationship we hold dear. We brought back the BTI Client Relationship Scorecard, last published in 2009, because law firms…

Michael RynowecerMarch 26, 2014

The Mad Clientist

Law Firms Hyper Focus on Existing Clients: Only 1/3 Mean It

Fully 92% of law firms are targeting existing clients for growth. Only 33% of these same law firms are funding their client teams to invest in these prized existing clients. While client teams are a proven tool to gain market share in a flat market—unfunded client teams are a bit…

Michael RynowecerMarch 19, 2014

The Mad Clientist

Firms Acting on Client Feedback Perform 2.7 Times Better Than All Others

58% of law firms conduct client feedback. Virtually all benefit—but 20% of these firms are able to transform this feedback into outsized benefits. Specifically, these firms perform 2.7 times better than others in revenue generation, client retention and year-over-year growth. What’s their secret? The client feedback becomes part of the…

Michael RynowecerMarch 12, 2014

The Mad Clientist

BTI at LMA 2014—Clientelligence: The Cold, Hard Facts on What Your Clients Really Want from Your Firm

The strongest market driver for you is what your clients—and your potential clients—want. BTI draws on its unrivaled research and work with market leaders in virtually every major profession to define how superior client service accelerates profits for law firms. Michael B. Rynowecer not only paints a picture of exceptional…

Michael RynowecerMarch 10, 2014

The Mad Clientist

The Mad Clientist Short Takes—Spring Forward Into Better Client Relationships

Throughout our interviews with corporate counsel, The Mad Clientist hears succinct and hard-hitting views on all aspects of client thinking. As the year unfolds, we are seeing clients’ expectations of law firms changing; demanding you look back, plan ahead and spring into action…all without the client asking. Two corporate…

Michael RynowecerMarch 5, 2014

The Mad Clientist

Corporate Counsel Reverse Course—Cut Law Firm Rosters

Corporate counsel dropped 2 major law firms—and 5 smaller players—from their rosters in 2013; leaving 47 law firms in place to handle their legal needs. Corporate counsel have long struggled with finding the right firms and the right balance of work. After adding 8 law firms in 2012, this latest…

Michael RynowecerFebruary 26, 2014

The Mad Clientist

10% of Companies Name a New General Counsel—New Leaders, New Rules

10% of large organizations started 2014 with a new General Counsel in place. This is just the beginning as baby boomers start to retire and Gen X steps in to fill their shoes. A laser focus on efficiency and supporting the business spark these new GCs to spearhead innovative changes.…

Michael RynowecerFebruary 19, 2014

The Mad Clientist

6 Secrets to Becoming an All-Star

You may think you have what it takes to be a Client Service All-Star, but clients—the only true judge of client service excellence—are the gatekeepers to this exclusive list. Each year, BTI interviews more than 300 corporate counsel to identify the individual attorneys best at delivering superior client service. Clients…

Michael RynowecerFebruary 12, 2014

The Mad Clientist

Law Firms Say Flat Market No Longer Biggest Growth Obstacle

Let the change begin. Since 2009, law firm marketing leaders have attributed slow growth to market forces. No longer. At the end of 2013, law firm marketing leaders have stared down—and accepted—the flat legal market. Market conditions and competitors’ strategies are outside the control and influence of law firm marketing…

Michael RynowecerJanuary 23, 2014

The Mad Clientist

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