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Measure to Manage: Understanding and Using Data to Affect Firm Change and Client Relationships
Organized and meaningful data has been leveraged in progressive organizations for years, but now that data and information is highly accessible and easily consumable via the ever-expanding digital mesh, enterprise-level expectations and related legal business impact have been elevated. With this new reality come many questions: What data should we collect? What needs to be measured? By whom? And, how can metrics and key performance indicators (KPIs) not only affect change but provide a common communication and measurement base for firms, their clients, and technology suppliers alike?
Recently, myself (Director of Information at Keesal, Young & Logan (KYL)) and Peter Zver (Tikit North America's President), had the opportunity to present a business information “measure to manage”-themed educational panel session as part of ALM's 12th Annual Law Firm Chief Information & Technology Officer's Forum (CIO Forum). Our panelists, including industry pundit and founder of Procertas Casey Flaherty, Google's head of legal operations Mary O'Carroll, and Tikit's customer value engineer Ryan Steadman, discussed how to best organize and use data in ways that are useful to attorneys, firms, and clients, while promoting positive behavioral change that impacts the bottom line and client relationships. Specifically, we drilled down into real world 'measure to manage' examples including time data, system utilization, technology proficiency, client KPIs and pricing.
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