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An increasing number of the world’s largest law firms are conducting business at such a scale that having a dedicated, full-time client service or experience officer adds significant value to the firms and their clients.
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)).
By Richard Bracken
With every request for external exposure, there is also an assumption that one effort of marketing will result in millions in new revenue. Yet, we all know that the responsibility to implement all marketing initiatives is on the lawyers.
By Deborah Dobson
Technology is playing an ever-increasing role in our lives, personally and professionally. One of the emerging technologies that has caught my eye is blockchain.
By Patricia Ellard
We hear that clients hate to be cross-sold. However, this does not mean that clients are not interested to be introduced to new colleagues who can provide insight. Rather, cross selling must be thoughtful and tailored to clients’ needs
By Linda A. Hazelton
While ranking directories are rarely the only tools used to find a firm or lawyer, in-house counsel and CEOs often turn to them as informative research sources. For these reasons alone, preparing materials and references for submission, even though time-consuming, may make sense under the right circumstances.