Client relationship management – Law firm CRM

 

In an increasingly dynamic environment, developing and enhancing relationships with existing and potential clients is an essential part of business development for all legal firms. Designing and delivering services that meet client expectations and requirements both in terms of key service factors and price is vital to secure client loyalty. The starting point has to be an understanding of what creates perceived value and value for money for each of a firm’s major clients and for the chosen segments of other client markets.

 

We are able to help you to

 

Identify client needs and expectations for client markets and clients

Set up a programme to discuss service requirements with individual clients

Establish a framework to

- Assess client perceptions of your service levels

- Identify areas for improvement and suggest ways of implementing changes

- Assist with introducing requisite changes eg in working practices or training and coaching to alter behaviours and attitudes

Consider using different pricing and billing structures

Design and structure your services to deliver both value and value for money to clients, including assessing which parts of services may be commoditised.

 

Business benefits of using our client relationship development programme include:

 

• Greater perceived value for clients with consequent client loyalty and retention
• Recommendations and referrals from clients and other professionals
• A clearer positioning in the market
• An enhanced perception of your brand in the market place
• Enhanced profitability and value for a firm

 

Contact:

Heather Stewart: +44 (0)1943 601321 heather.stewart@otterburn.co.uk Fiona Westwood: +44 (0)1333 360777 faw@westwood-associates.com