client (centric) portals for the aba conference on client-centric services
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#ClioWeb
Trusted Relationships
• Less fee resistance• More future work• More referrals to new clients• Effective and harmonious work relationships with the
clients.
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Transactional vs. Relationship
Transactional
• Prevail over all• Impersonal, detached• Short-term benefit• Them• Opponents
Relationship
• Preserve relationships• Give and be helpful• Commitment• Us• Understand the other side
Source:.“Do.You.Really.Want.Relationships?”.by.David.Maister 2005
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Listening to Clients = Revenue
Law firms whose clients see them as being best in client service enjoy:• 30% higher profitability • 7% rate premiums across all staff levels • 35% higher client retention
Source:.BTI.Consulting.Group,.“Client.Service.Leaders.Boxing.Out.the.Competition,”.02/27/2013
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Mitch Jackson’s Tips
• Connect with clients where they already operate• Use tools to be available 24/7– Client portals– Secure messaging–Website chat– Telephone answering service
• Use the web to provide value
Source:.“How.to.Stay.Digitally.Relevant,.Raise.the.Bar,.and.Give.Your.Clients.an.Exceptional.Experience!”.Law.Technology.Today,.03/19/2014
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Leveraging TechnologyHave multiple communication channels.
Software and hardware should work together.