Key Client Program for Law Firm

Published by: jane 2010-03-18

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Please point me to web sites of vendors offering to help LAW FIRMS set up and manage KEY CLIENT PROGRAMS, defined as law firm initiatives to identify key clients, provide those clients with exceptional or special services, and increase yield from those clients. I am happy to gather, digest, and process the information, I'm just looking to identify some good resources to save me some research time up front. I need to write a short report summarizing (i) typical objectives of a Key Client Program, (ii) standard elements of such a program, and (iii) other considerations when intiating such a program. Again, my inquiry is law firm specific. I am interested in Key Client Programs in other industries only to the extent that the same methodology could be applied in a law firm.

abanet, grdixon, and sugarcrest not helpful as they did not describe exactly what they do WRT Key Client Programs. I found good stuff at altmanweil and wjfinstitute. A few more descriptive articles or promotional materials that specifically address what a good Key Client Program should contain and should do will be helpful. How to identify Key Clients, how to structure/implement/manage the program, what to measure, etc. thanks!

Thanks for the clarification -- I wasn't sure initially if you wanted information on vendors, or information on the key client programs themselves. Hopefully, the links and information below will more fully address your needs. But if not, don't hesitate to ask for additional clarification: ----- http://www.deborahmcmurray.com/StrategicMarketing.asp Deborah McMurray Associates Client Loyalty Programs Even “satisfied” clients fire their law firms. Many law firms want to do the “right thing” and survey their clients. However, a law firm measuring client “satisfaction” isn’t enough – the key is to measure client loyalty. [her site has two articles of particular interest] http://www.deborahmcmurray.com/PageContent.asp?AID=1743 50 Ways To Improve Your Client Relationships http://www.deborahmcmurray.com/PageContent.asp?AID=1777 Take a Look--Client Relationships: Get Practical / Get Profitable ----- http://www.lawmarketing.com/news/keepclients.cfm Keeping Your Clients After a Law Firm Merger [has general principles, even though written for merger situations] ----- www.busdevinc.com/ PersonalContactsGenerateBusiness-ALAarticle-april2001.doc Law Firms Find Success Through Personal Contacts & Referral Sources "Another law firm has taken a bolder step and organized its entire operating structure around "Key Client Service Teams" [article describes how such teams operate] ----- http://www.firmmarketingcenter.com/FSL5CS/marketing/marketing61.asp Seven Elements of an Effective Marketing Program [general "market think" for law firms, with key client focus] By Susan Saltonstall Duncan. Susan founded her legal consulting firm of Saltonstall & Associates in 1987 and is President of Rainmaking Oasis, Inc. Susan was a founder of the Legal Marketing Association and has been involved in law firm marketing since 1984. ----- www.interfacesoftware.com/pdf/cs_jeffermangels.pdf Jeffer, Mangels, Butler & Marmaro LLP [something a little different -- use of custom software to generate and manage information on key clients] -----

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Bad managers cost the firm even more. Lawyers often try to "scare us" into . and Labor Turnover Survey (JOLTS) program produces a new monthly study that
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try http://www.solicitorsinstitute.com/">www.SolicitorsInstitute.com Rod Sloane

Researcher interpreted my question well and was responsive and helpful when I asked for clarification. 5 stars.

Hello Executivehotline-ga, and thank you for your question. I've included below links and excerpts from some key sites dealing specifically with key client programs for law firms. From your question, I gathered you are looking for well-targeted links to a few sources, rather than dozens and dozens of links. Although you specifically asked for vendors, I've also included some articles on Key Client Programs, as you seemed to be looking for overview information as well. If I've misread your needs, though, just let me know through a Request for Clarification, and I'll be glad to provide additional information (you are, after all, a key client of mine). Herewith, the links to a nmuber of service groups and relevant articles(text is directly from the sites, unless it's in brackets, in which case, I wrote it): http://www.blaqwell.com/services-lawfirms.html Blaqwell: Services for law firms Blaqwell is an international consulting firm comprised of some of the legal industry's most-experienced consultants. What sets us apart from other legal consulting firms is our extensive, first-hand experience in the management of premier global law firms and in-house legal departments in the US and abroad. Key Client Programs Many law firms derive the significant majority of their revenues from a small number of clients, yet few have meaningful key client service programs in place. We have helped several firms develop and implement such programs by helping them to identify key clients, differentiate the service provided to key clients and measure the success of their programs. We have conducted key client interviews, a process which has yielded insightful results. ----- http://www.lfmi.com/news/Clientresearch.cfm [this is an article at this site by the BTI Consulting Group] Mid-Size Firms Taking Market Share from Large Firms National account and key client programs will drive success, as will training and the ability to successfully develop and introduce new services that anticipate client needs. Steps to Take Now Law firms can undertake a number of strategies and tactics to take advantage of the current market dynamics and trends moving forward. We recommend that law firms take the following steps: Survey your clients to uncover what they really think, and where you really stand Calculate your client "churn" - client turnover, especially among top 20 clients is a key sign of underlying weakness. Growth and client stability is strength, mere client retention without growth is weakness. Review your client relationships and select the top few with the most revenue potential for key client strategies Develop a client outreach strategy to proactively engage clients in a two-way relationship Speak business value to your clients Develop key metrics indicators for growing client relationships and use them Identify client-focused key performance indicators for senior attorneys And finally, and most importantly, develop a strategy to exploit the cutbacks in law firms that clients use - lead the charge to win in the next round The BTI Consulting Group (BTI), based in Boston, is the leader in providing high-impact research, consulting and training to the buyers and sellers of professional services. BTI provides the following to professional service firms: market research, client satisfaction, market research, business strategy, client development and client focus training, marketing and business development systems and strategies, key client programs and tools. ----- http://www.abanet.org/lpm2/magazine/996ross.html "THE NEW WORLD OF LAW PRACTICE MARKETING" Key client programs.Trend: Client teams. Like our peers in Big Five accounting firms, more firms are creating teams targeting their most critical clients. This proactive strategy helps build a wall around key clients. Frontrunner: California-based Paul, Hastings, Janofsky & Walker LLP, where director of practice development Stephen Barrett directs 60 active client teams that generate more than their proportional share of firm revenue increases. ----- http://www.grdixon.com/law_firms.htm Grant Dixon Specialist Consultants to Law Firms Key client concept / Quality service delivery ----- http://www.altmanweil.com/about/articles/lfma/marketing.cfm?jsenabled=True ALTMAN WEIL, INC. Overview Altman Weil provides management consulting services exclusively to legal organizations. Our clients include law firms, law departments, governmental legal organizations and legal vendors of all sizes and types throughout North America, the U.K. and abroad. [Article available at site]: Using Matrices To Enhance Marketing Part II: The Key Client Matrix. Alan R. Olson ----- http://www.sugarcrest.com/about/ Sugarcrest Development Group is a professional training and consulting firm focused on helping law firms and legal service providers win new business and build long-lasting, revenue producing relationships with their clients. The company offers a suite of sales and marketing training programs and management consulting services designed exclusively for the legal industry. One of the specialties they offer: Develop a key client action plan ----- http://www.wjfinstitute.com/articles_5.htm [Article] It's The Client, Stupid How to Avoid Marketing Malpractice With Large Key Clients. ...survival demands a strong key client relationship management program. The immediate and long-term mission of the program is client retention. Managing partners should ask the following questions: Does the firm have client relationship managers in place for each of our key clients? Is there a well-defined team in place that services each of these key clients? Does the team meet frequently to develop client retention or business development strategies? Is there a written plan in place for each key client that defines how the firm plans to retain and service the client? Do we conduct client opinion surveys of our key clients to get feedback on how our firm is performing? Is the client relationship manager accountable to the firm for increasing the client's satisfaction with our firm? Does the firm track -- by practice areas and potential practice areas -- opportunities for these clients? Does the firm hold internal review meetings to determine if the client managers and the teams are meeting the firm's ---- I hope that meets your needs. But if not, just make a Request for Clarification, and let me know how else I can be of service. Good luck in your project. search strategy: Google search on "key client" "law firm"

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