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What Qualities Will Distinguish Good from Great Service In 2025?

By Ari Kaplan
January 01, 2025

I have been surveying corporate leaders for over a decade about trends and preferences in their relationships with third-party providers and outside counsel for the E-Discovery Unfiltered report. The qualities that matter most to them typically relate to partnership, service, and transparency. Legal teams incorporating these traits more comprehensively into their representation will stand out and create a competitive advantage in 2025, particularly given the heightened preferences for automation and self-service options.

Substantive Expertise and Technical Acumen Are a Potent Combination


Practitioners who combine experience and expertise with technological proficiency tend to earn trust more quickly. They can rapidly develop an understanding of a client’s data and its approach to business. “I want partners who work to understand our organization and processes,” said an in-house lawyer with a technology company.

That combination of substance and familiarity allows legal teams to be more thoughtful in crafting a strategy, which is also coveted. “We are looking for a new way of thinking [and] people who can offer creative ideas,” added an in-house professional with a pharmaceutical company.

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