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Without hearing the Voice of the Customer (or Client) (VOC), we risk missing the mark in our strategy, messaging and positioning, as well as delivery of work, product and service, operations, technology, staffing and so forth — in short, we potentially miss on everything.

","

In our process improvement, project management, and innovation work, we start by learning what is value in the eyes of the client. Since processes exist to serve clients (meaning internal AND external clients), this means that we examine every activity from each client's perspective. We also seek to understand what value is clear, what's possibly value added, and what isn't at all clear. All non-value add activities are prime candidates for minimization or outright elimination.

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ARTICLE/2021/09/01/stakeholders-how-to-see-things-from-the-clients-perspective/Law Journal Newsletters2021-09-01 00:05:51

Law Journal Newsletters

Features

Accounting and Financial Planning for Law Firms

Law Firm Client Relationships

Law Firm Management

Law Firm Marketing and Business Development

Legal Operations

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