6/6/2023 0 Comments Impact client development![]() The firm ensured that everyone was unified, through clear and consistent communication around the purpose of the client feedback program, what it would deliver, and the positive impact it would have across the firm. To ensure further buy-in and engagement with stakeholders at the firm there were many more steps involved to this firm’s success, the manger noted. First, the client development manager created pilot initiatives with those colleagues who were more capable of seeing the value from the outset in order to “build up some familiarity around the firm of doing formal client feedback and also build a great set of data that we could benchmark ourselves against in the future.” The team’s pilot initiatives spanned different offices and practice groups across the firm with key clients that were interviewed by the marketing & business development team, which had already undergone professional interview training with our consulting team. So, the manager attempted to solve this problem by starting small. ![]() In fact, the client development manager to whom we spoke said her firm had exactly that problem to overcome - some partners and key account managers simply didn’t want to participate. We’re often told by those firms that attempt to establish such client listening or feedback programs that one of the most common barriers is of course buy-in across the firm. Their insight into what made the program a success demonstrates some of the best practices for those law firm leaders just getting started in this area. Further, the challenge law firms now face is how to establish a client listening program to harness and communicate the true value of the clients’ insights they collect and drive further engagement across the firm.Īs part of our ongoing series on client listening best practices, we recently spoke to a senior client development manager at an Am Law 100 law firm who initiated an incredibly effective and now global client listening program at their firm. This means that law firms may be missing a tremendous opportunity to learn from their clients about legal service delivery, pricing, and client satisfaction. Only 27% of law firm clients are asked for formal client feedback by their firms, according to research from Thomson Reuters Market Insights.
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