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<b>Sales & Service Strategies:</b> Nine Ways to Provide Superior Client Service

By Adam L. Stock
November 30, 2006

Most businesses have come to recognize that it takes 'an entire company' to provide superior products and services. Multiple surveys of outside legal services purchasing by Fortune 1000 General Counsel have shown that superior client service delivers greater client loyalty, higher fees and nearly twice business, yet few law firms tap the 'non-legal' resources readily available to deliver superior client service.

Improving client service is especially important, as general counsels of large companies have revealed to BTI Consulting that more than two-thirds would not recommend their primary law firm, 50% plan to try a new law firm for a substantive matter this year and they plan to cut nearly 40% of their outside firms by 2008. With decreasing client loyalty, firms need to spend more time improving client service as well as building barriers to entries to other outside law firms.

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