Change Management 2: Strong Leadership and Collaboration are Required to Drive Change

10.24.18 | Posted By: Susan Duncan
Making meaningful and sustainable change will require collaboration and strong leadership. As discussed in Change Management Part 1, effectuating change in law firms is more difficult than other professions and industries and managing partners cite the reluctance or refusal of the vast majority of their partners to change.  Given the dynamic shifts occurring in the Read More
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Succession Management Pillar 5 of 5: Senior Lawyer Transitions and Next Career Support

09.26.18 | Posted By: Susan Duncan
In this final post in our five-part series on succession planning, we address perhaps the most challenging aspect of the topic: managing and supporting individual senior partner transitions.  In Pillar 1, Pillar 2, Pillar 3 and Pillar 4 we discussed various components of how firms can design and manage approaches to the many facets of succession Read More
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Succession Management Pillar 3 of 5: Client Succession and Transition Management

08.22.18 | Posted By: Susan Duncan
This post follows two prior posts and addresses the third pillar of succession management. Like many aspects of law firm management, the subject of succession planning often is limited to internal firm or management discussions and consideration.  This is a mistake. Clients know and worry that senior partners may be nearing retirement, and absent any Read More
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Succession Management Pillar 2 of 5: Revenue, Finance and Compensation

08.08.18 | Posted By: Susan Duncan
Much of the Baby Boomer/retirement/succession dilemma revolves around money: the firm’s revenues, senior partner’s contribution to and control of client revenue, partner compensation and incentives to transition and other financial aspects of retiring partners.   As noted in our recent post: Succession Management: The Problem and a RoadMap, we know that according to Altman Weil, Read More
pillar 2

Customer Experience (CX) Part 3 – Transform Your Firm with Superior Client Experience

05.10.17 | Posted By: Susan Duncan
[Note: This post is co-authored by RainMaking Oasis and Jonathan Hollenberg of HawkPartners, a marketing strategy and research firm for Fortune 500 companies.] In our prior two posts Customer Experience (CX) Part 1 – Is It Different than Customer Service  and Customer Experience (CX) Part 2 – Mapping the Client Journey, we discussed the difference Read More
Change Improvement Development Adjust Transform Concept

Customer Experience (CX) Part 2 – Mapping the Client Journey

04.26.17 | Posted By: Susan Duncan
[Note: This post is co-authored by RainMaking Oasis and Jonathan Hollenberg of HawkPartners, a marketing strategy and research firm for Fortune 500 companies.] As discussed in our first post Customer Experience (CX) Part 1 – Is It Different than Customer Service, customer satisfaction often focuses on narrow and discrete touch points that clients are exposed Read More
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Customer Experience (CX) Part 1 – Is It Different from Customer Service?

04.12.17 | Posted By: Susan Duncan
Providing exceptional and consistent client service is critical to your firm’s success, but to be a real winner, you will have to deliver an exceptional client experience (CX).  With clients now in the driver’s seat and law firms aggressively competing to hold on to clients or take work away from others, we know that excellent Read More
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Sales and Service: The Loyal Client Life Cycle

02.15.17 | Posted By: Susan Duncan
Law firms continue to compete aggressively for new clients and new work from existing clients.  We know from recent surveys by Citi and Altman Weil that client demand for outside lawyers remained flat in 2016 and is expected to do so again in 2017.  With the same or less work to go around, this means Read More
Finger about to press customer loyalty button. Concept for illustration of sales process.