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What's the Difference Between a 'Customer' and a 'Client'? Image

What's the Difference Between a 'Customer' and a 'Client'?

Jaimie B. Field

a customer is someone who buys something from you once, while a client is someone who keeps coming back to you over and over again. And that subtle difference is what makes a lawyer just a lawyer and one who becomes a rainmaker.

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Are Large Firm Rates Pushing Clients to Seek Other Alternatives? Image

Are Large Firm Rates Pushing Clients to Seek Other Alternatives?

Andrew Maloney

Firms have been especially deliberate during the pandemic to increase the number of touch points they have with existing business, deepening ties with their roster of current clients by referring matters across practices and rewarding partners for that kind of origination. But with marketing spend surging and clients increasingly willing to move work around, Big Law firms' incumbent advantage could begin to wane.

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Experience Is Everything: Why Focusing On Client Experience is Critical and How to Get Started Image

Experience Is Everything: Why Focusing On Client Experience is Critical and How to Get Started

Kristen Dallman

In this marketplace, one thing is abundantly clear: To remain competitive, you must adapt. So how can you adapt in a way that meets the increased expectations of today's client? Focus on client experience.

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The Impact of Trust On Cooperation Image

The Impact of Trust On Cooperation

Mike Whelan

a tendency to trust optimizes outcomes on average — but you have to think in individual transactions. Are lawyers too distrusting to make good decisions in those instances? This article explores the concept of trust, the impact of trust on cooperation, and whether lawyers have trust issues and what that means for them and for their clients.

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The Connection Between Process Improvement, Project Management, and Pricing Image

The Connection Between Process Improvement, Project Management, and Pricing

Catherine Alman MacDonagh & Frederick J. Esposito Jr.

Law firms must continuously review business and legal processes to operate and interact with less waste and costs and develop pricing models that address client needs while generating profits for the law firm. This is actually simple, but not easy to do.

Features

Why Focusing on Client Experience Is Critical and How to Get Started Image

Why Focusing on Client Experience Is Critical and How to Get Started

Kristen Dallman

In this marketplace, one thing is abundantly clear: To remain competitive, you must adapt. So how can you adapt in a way that meets the increased expectations of today's client? Focus on client experience.

Features

Aligning with Client Expectations: Is Your Firm Walking the Walk In 2022? Image

Aligning with Client Expectations: Is Your Firm Walking the Walk In 2022?

Vivian Hood & Terry M. Isner

The adage is true: Actions speak louder than words, and active participation and engagement are critical for fostering real change. Your clients demand it, your competitors are doing it, and your attorneys and staff want it. This is how we will be measured.

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Will the Lateral's Clients Move? Image

Will the Lateral's Clients Move?

Eric Dewey

The promise of new client relationships is driving the vast majority of lateral partner movement today. Is there a way to accurately project which clients of the candidate will move?

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Tips for Building Authentic Referral Relationships Image

Tips for Building Authentic Referral Relationships

Meranda Vieyra

While many attorneys know referral partners are an integral piece of their career, they don't take the time to build authentic referral relationships. To their current and future detriment, they don't make quality referral relationships a priority.

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Aligning with Client Expectations Image

Aligning with Client Expectations

Vivian Hood & Terry M. Isner

We're well into 2022, and despite the flip of the calendar, COVID is still sweeping the U.S., it feels like not much has changed. Or has it?

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