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Competitive Intelligence: Helping Your Client Know Their Client

We hear more and more that exceptional client service and in-depth knowledge of the clients’ business and industry are the differentiators in keeping current clients and winning new ones. Value far outweighs cost when it comes to long-term client relationships, bet-the-company work and ongoing client success.

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Our firm, as with many others, is heavily focused on our clients and we encourage our partners to view all interactions through the lens of their clients. Much of what I am seeing in the legal media today supports that client-centric ideology — what clients want, how clients will work with outside counsel in the coming year, and threats in the market, especially from alternative legal service providers. We hear more and more that exceptional client service and in-depth knowledge of the clients’ business and industry are the differentiators in keeping current clients and winning new ones. Price remains a factor in law firm retention, but value far outweighs cost when it comes to long-term client relationships, bet-the-company work and ongoing client success.

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