Law.com Subscribers SAVE 30%

Call 855-808-4530 or email [email protected] to receive your discount on a new subscription.

Law Firm Marketing and Business DevelopmentFeaturesLaw Firm Client RelationshipsLaw Firm ManagementMarketing the Law Firm

Voice of the Client: Chief Client Service, Experience and Value Officers in Law Firms

By Julie Savarino
October 01, 2018

In recent years, there has been significant growth in the number of dedicated “Chief Client Service Officer” (CCSO)-related positions within leading law firms. To date, approximately 35 of the top 500 law firms have a full-time, in-house, dedicated CCSO professional. (Most major law firms have had full-time, in-house marketing and business development (MBD) department staff in place for years. Part of their responsibilities may be client service, but MBD staff usually have many other demands on their time and are not 100% dedicated to the client service/experience role. For example, the main focus of many traditional law firm Chief Client Development Officers and Chief Marketing & Business Development Officers (CMBDOs) is to manage all marketing efforts, identify and coordinate leads, assist with (and sometimes directly participate in) RFPs, work with lawyers to help develop proposal strategies and development plans, and monitor and manage new client development (to ensure that multiple lawyers are not going after the same client in a disjointed manner)).

While some CMBDOs and MBD staff members participate in client-service-centric projects and tasks, client service is most often not their sole focus. Further, MBD positions and roles most often end once the client comes into the firm and may not include much (if any) direct client communication. In many major law firms, there is still no single, dedicated client service professional focused on existing and new client relationships from the cradle to the grave.

This premium content is locked for Entertainment Law & Finance subscribers only

  • Stay current on the latest information, rulings, regulations, and trends
  • Includes practical, must-have information on copyrights, royalties, AI, and more
  • Tap into expert guidance from top entertainment lawyers and experts

For enterprise-wide or corporate acess, please contact Customer Service at [email protected] or 877-256-2473

Read These Next
Law Firms are Reducing Redundant Real Estate by Bringing Support Services Back to the Office Image

A trend analysis of the benefits and challenges of bringing back administrative, word processing and billing services to law offices.

Bankruptcy Sales: Finding a Diamond In the Rough Image

There is no efficient market for the sale of bankruptcy assets. Inefficient markets yield a transactional drag, potentially dampening the ability of debtors and trustees to maximize value for creditors. This article identifies ways in which investors may more easily discover bankruptcy asset sales.

Bit Parts Image

Summary Judgment Denied Defendant in Declaratory Action by Producer of To Kill a Mockingbird Broadway Play Seeking Amateur Theatrical Rights

Risks of “Baseball Arbitration” in Resolving Real Estate Disputes Image

“Baseball arbitration” refers to the process used in Major League Baseball in which if an eligible player's representative and the club ownership cannot reach a compensation agreement through negotiation, each party enters a final submission and during a formal hearing each side — player and management — presents its case and then the designated panel of arbitrators chooses one of the salary bids with no other result being allowed. This method has become increasingly popular even beyond the sport of baseball.

Disconnect Between In-House and Outside Counsel Image

'Disconnect Between In-House and Outside Counsel is a continuation of the discussion of client expectations and the disconnect that often occurs. And although the outside attorneys should be pursuing how inside-counsel actually think, inside counsel should make an effort to impart this information without waiting to be asked.