Description

By putting the client at the heart of the firm's everyday activities through the implementation of robust client management process, firms can ensure they deliver high-quality, tailored services, and build the kind of client relationships that will lead to repeat business, referrals, and enhanced reputations.

The Client Management Toolkit for Law Firms, looks at four core areas of client management: Client strategy; business development; fees; and client relationships.

It considers how firms can:

• Reach out to potential clients (positioning and targeting, establishing an online presence);
• Win more pitches;
• 'Institutionalise' new clients;
• Engage with clients through the implementation of a client listening programme;
• Collaborate better to solve clients' complex, multi-jurisdictional problems;
• Design and negotiate fee arrangements that will provide a win-win for firm and client; and
• Avoid anti-corruption and compliance issues as they relate to the firm-client relationship.

This book includes expert contributions from leading lawyers and law firm consultants, including:

• Andrew Hedley, director, Hedley Consulting
• Derek Klyhn, founding partner, Møller PSF Group
• David H. Freeman, CEO, David Freeman Consulting Group
• Clare Adshead-Grant, founding partner, Calista
• Ben Rigby, editor, CDR
• Sally Dyson, founder and director, Firm Sense Limited
• Tracey Calvert, owner and director, Oakalls Consultancy Limited
• Steven A. Lauer, principal, Lauer & Associates
• Barbara J. Boake, partner, McCarthy Tétrault
• Rick A. Kathuria, national director, project management office and legal logistics, Gowlings
• Susan Hackett, CEO and CLO, Legal Executive Leadership
• Andrew Oldland QC, head of the Public Law and Regulatory Team, Michelmores

Contents

Chapter 1: Client strategy development

Chapter 2: Segmenting services: Ensure your firm’s services target client needs

Chapter 3: Strategic stages: An eight-stage integrated approach to business development

Chapter 4: Finding niches and developing your strategy

Chapter 5: The shortcut version: The mini-pitch and toolkit

Chapter 6: Relationship secrets: How to institutionalise new clients in 100 days

Chapter 7: Designing an objective-orientated fee arrangement

Chapter 8: Linking project management to pricing strategy

Chapter 9: Developing a strategy for better budgeting and negotiating

Chapter 10: All ears: Launch a firm-wide client listening programme

Chapter 11: Ensuring that feedback is useful, user-friendly, and used

Chapter 12: Growth and development of the firm’s online legal services

Chapter 13: Client services: The in-house perspective on collaboration in law firm

Chapter 14: Conflicts of interest

Chapter 15: Cocktail of problems: The conflict between anti-bribery compliance and client service

Authors