Verbatim: What Clients Say
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What You Need to Know to Gain Market Share
"When they want our work, we have their complete attention," said Elliott Miller, director of legal affairs of Denver-based Pendum LLC (www.pendum.com). "Once they have our work, they tend to rest on their laurels. Don't take advantage," Miller said of law firms, when he was on a panel of in-house counsel speaking to the Rocky Mountain Chapter of the Legal Marketing Association in May.
Most marketing and business development professionals will spend time this summer exploring potential strategies to grow their firms' market share next year, to prepare their 2011 budget requests. To grow market share, your clients must view your firm as the best value compared to your competitors, certainly not as one that has lost interest in them.
Strategic Client Interviews are a cost-effective way to give your firm the advantage it needs to grasp onto more market share. These interviews reveal:
- what clients want from your firm
- what problems you must address to strengthen and expand your client relationships
- how to enhance your relationships to keep clients loyal to your firm
- clients' perceptions of your firm in the legal marketplace
- the opportunities that could increase your firm's business with its clients
In response to the question "What do general counsel want from outside counsel?" Miller summed up: "It's very simple. Legal expertise is the bare minimum. We want outside counsel who also respect our budgets, deadlines and communication styles. We want outside counsel who know our businesses. We want outside counsel, in short, who define their success as our success."
Strategic Client Interviews will tell you how to provide your clients with the service they want from your firm. You need to know.
For more information on Strategic Client Interviews, contact Joyce K. Smiley at 561-775-9755, or jsmiley@jkscompany.com. On the web at jkscompany.com.
Verbatim: What Clients Say is published electronically by JKS & Company LLC/Strategic Client Interviews. Copyright 2010 JKS & Company LLC. All rights reserved.
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email: jsmiley@jkscompany.com
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