Client Growth Strategies for Legal Services

A Client-Centric Approach to Winning & Retaining Business: Connecting the Dots Between Client Service, the Client Experience and the Bottom Line

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Details

  • 09 November, 2017
  • 09:00 - 17:00
  • 450 N Cityfront Plaza Drive, Chicago, IL, 60611, United States (View Map)

Additional taxes may be applicable

Agenda

Download the full event brochure

DOWNLOAD THE FULL CONFERENCE BROCHURE

8:30AM Registration & Networking Breakfast

9:00AM Opening Remarks - Conference Chairperson

Mark Medice, Senior Director New Initiatives, Intapp

9:15AM Growth “Plans” and Growth “Pains”

Julie Pritchard-Hedtke, Chief Practice Management Officer, Robins Kaplan LLP

9:55AM CASE STUDY Client Experience: A Case Study in Launching Culture Change, Branding, and a New Vision for Value

Edwin Bodensiek, Chief Client Experience Officer, Miles & Stockbridge P.C. Elizabeth Lockett, Chief Business Development & Marketing Officer, Miles & Stockbridge P.C.

10:35AM Morning Networking & Coffee Break

11:00AM CASE STUDY Holistic Client Growth Planning:A Move from Selling Services to Designing Experiences

Josh Kubicki, Chief Strategy Officer, Seyfarth Shaw LLP

11:30AM CASE STUDY The Utilization of Technology to Enhance the Client Experience

Judith McKay, Chief Client & Innovation Officer, McCarthy Tetrault LLP

12:00PM Networking Luncheon

1:00PM PANEL DISCUSSION Building Client Growth with Outcomes

Jeff Carr, SVP, General Counsel, Univar Inc Sean W. Gallagher, Partner, Bartlit Beck Herman Palenchar & Scott LLP Michael Roster, Co-Chair ACC Value Challenge; former GC of Stanford University; and former managing partner of Morrison & Foerster’s L.A. office

1:45PM PANEL DISCUSSION LPM 2.0 – Client Centric Staffing: Challenges and Opportunities

Suzanne Wood, National Director, Legal Project Management, Norton Rose Fulbright Bree Johnson, Director of Strategy & Legal Project Management, Stinson Leonard Street LLP

2:30PM Afternoon Networking & Coffee Break

3:00PM INTERACTIVE DISCUSSION Learning to Understand the Client…

Rebecca Diaz-Bonilla, Principal, Lumen8 Advisors Kathleen Hilton, Senior Director of Client Service, Pillsbury Winthrop Shaw Pittman LLP Chicago-Area General Counsel - TBA

3:45PM CLOSING DISCUSSION Positive Disruption: Reimagining the Client Development Function in Transformational Times

Barry Solomon, Chief Marketing Officer, Sidley Austin Melanie Green, Chief Client Development Officer, Faegre Baker Daniels LLP Mona Zeiberg, Chief Marketing Officer, Morgan, Lewis & Bockius LLP Yolanda R. Cartusciello, Partner, PP&C Consulting

4:30PM Wrap-Up/Closing Remarks

Mark Medice, Senior Director New Initiatives, Intapp

Full Description

Ark Group’s 3rd annual Client Growth Strategies for Legal Services conference will once again provide an ideal platform for benchmarking, networking, discussion and debate around client service approaches, models and measures used to foster stronger relationships, and provide a platform for differentiation and growth — connecting the dots between client service, the client experience, and the bottom line.

The past decade has been one of upheaval in terms of what clients expect and how law firms have responded. A great deal of attention has been paid to reducing cost and increasing the predictability of matters, but perhaps the missing piece for both sides is a focus on experience and outcomes. Rather, what did the firm accomplish, and what’s the value of that in the eyes of the client?

A Move from Selling Services to Designing Experiences Law firms must move beyond “traditional client service” and focus on a more comprehensive Client Experience (CX) model, that positions Marketing and Business Development in the center of operations – blurring traditional lines among Finance, Human Resources, I.T, and Practice Management.

The evolution from selling services to designing experiences begins to redefine how clients measure value – not as a function of cost, but of benefit, unlocking a key differentiator for clients—and delivering a superior client experience.

Marketing and Client Development functions must adapt to provide value that helps their firms navigate through uncharted territory. This may necessitate a reorganization of responsibilities, processes and perhaps the very definition of marketing within a law firm. It’s not just about how we manage our clients, but also how we manage our business in order to serve those clients.

Practice Management professionals must also be ready to lead the conversation on practice development, retention, expansion, execution, and succession. That means knowing what the firm and its infrastructure, practices, and lawyers want, can and can’t do—what those within the firm or those wanting to join it are best at —and what (if any of it) makes the firm money

Top industry speakers

Julie Pritchard-Hedtke

Chief Practice Management Officer at Robins Kaplan LLP

Kathleen Hilton

Senior Director of Client Service Programs at Pillsbury Winthrop Shaw Pittman

Edwin Bodensiek

Chief Client Experience Officer at Miles & Stockbridge PC

Elizabeth Lockett

Chief Business Development & Marketing Officer at Miles & Stockbridge

Josh Kubicki

Chief Strategy Officer at Seyfarth Shaw LLP

Judith McKay

Chief Client & Innovation Officer, McCarthy Tétrault

Jeff Carr

SVP, General Counsel, Univar Inc

Sean Gallagher

Partner at Bartlit Beck Herman Palenchar & Scott LLP

Michael Roster

Co-Chair ACC Value Challenge; former GC of Stanford University

Mona Zeiberg

Chief Marketing Officer at Morgan Lewis & Bockius LLP

Suzanne Wood

National Director, Legal Project Management at Norton Rose

Bree Johnson

Director of Strategy, Pricing & Legal Project Management, Stinson Leonard Street

Rebecca Diaz-Bonilla

Communications Consultant, Lumen8 Advisors

Yolanda Cartusciello

Partner at PP&C Consulting

Barry Solomon

Chief Marketing Officer, Sidley Austin

Melanie Green

Chief Client Development Officer, Faegre Baker Daniels

Mark Medice

Senior Director, New Initiatives at Intapp