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
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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
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
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
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 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