The Client Management Toolkit for Law Firms

According to research from the BTI Consulting Group, the firms that can boast the strongest client relationships also enjoy 19.5 per cent higher rates and 35.6 per cent greater revenue than their competitors.

By putting the client at the heart of the firm's everyday activities through the implementation of robust client management process, firms can ensure they deliver high-quality, tailored services, and build the kind of client relationships that will lead to repeat business, referrals, and enhanced reputations.

Managing Partner's report, The Client Management Toolkit for Law Firms, looks at four core areas of client management: Client strategy; business development; fees; and client relationships.

It considers how firms can: Reach out to potential clients (positioning and targeting, establishing an online presence); Win more pitches; 'Institutionalise' new clients; Engage with clients through the implementation of a client listening programme; Collaborate better to solve clients' complex, multi-jurisdictional problems; Design and negotiate fee arrangements that will provide a win-win for firm and client; and Avoid anti-corruption and compliance issues as they relate to the firm-client relationship.

This report includes expert contributions from leading lawyers and law firm consultants, including: Andrew Hedley, director, Hedley Consulting Derek Klyhn, founding partner, Moller PSF Group David H.

Freeman, CEO, David Freeman Consulting Group Clare Adshead-Grant, founding partner, Calista Ben Rigby, editor, CDR Sally Dyson, founder and director, Firm Sense Limited Tracey Calvert, owner and director, Oakalls Consultancy Limited Steven A.

Lauer, principal, Lauer & Associates Barbara J. Boake, partner, McCarthy Tetrault Rick A. Kathuria, national director, project management office and legal logistics, Gowlings Susan Hackett, CEO and CLO, Legal Executive Leadership Andrew Oldland QC, head of the Public Law and Regulatory Team, Michelmores