Martindale-Hubbell Client Feedback White Paper - Feb 2008
Developments in Client Feedback Programmes in the International Legal Services Market
"LexisNexis Martindale-Hubbell is committed to providing sophisticated buyers of legal services around the world with access to the essential information they need to make informed choices about the lawyers, practice teams and law firms they shortlist and ultimately retain.
As part of an on-going dialogue with both buyers and sellers of legal services in the international or cross-jurisdictional market, Martindale-Hubbell and Lighthouse, the professional service consultants, have jointly undertaken a six month study researching and analysing the latest developments and thinking in client care and client feedback programmes.
This paper explains why client relationship management is, and will continue to remain, at the top of the management agenda for law firms and examines how the ‘client voice’ if properly used can enhance a firm’s cross-selling opportunities, attract new clients and ultimately grow fees and top line revenues.
A framework is also provided to help a firm’s marketing and business development teams benchmark their client feedback approach against the activities of others. Guidance and suggestions are made for those considering the introduction of client feedback programmes and how to overcome the challenges they are likely to face should they do so.
For firms with established client feedback programmes, this paper suggests how these can be fine tuned with new elements and ideas to enhance both the value derived and the customer experience. Discussion also falls on the practicalities of making a client feedback system that works successfully.
The body of this paper, however, explores the merits of different feedback methodologies and presents best practices on how to design and implement a feedback system for your firm.
Whilst the merits, structure and application of client feedback is lively and advanced in some jurisdictions, in others the debate remains nascent with sellers taking a measured and deliberate approach to its introduction.
James Harley, International Marketing Director, LexisNexis Martindale-HubbellLast updated -29 February 08