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Voice of the Client: Stakeholders: How to Hear the Voices of the Clients and See Things from their Perspective
In prior articles, I've written about the importance of hearing the Voice of the Customer (or Client), also known as VoC. Without it, we risk missing the mark in our strategy, messaging, and positioning, as well as delivery of work, product and service, operations, technology, staffing, and so forth — in short, we potentially miss on everything.
In our process improvement, project management, and innovation work, we start by learning what is value in the eyes of the client. Since processes exist to serve clients (meaning internal AND external clients), this means that we examine every activity from each client's perspective. We also seek to understand what value is clear, what's possibly value added, and what isn't at all clear. All non-value add activities are prime candidates for minimization or outright elimination.
This explains why the Legal Lean Sigma Institute team insists that "efficiency" is about so much more than simply "doing more with less" or "reducing costs." For us, it's about doing the right things, they right way, and then doing them right — the first time, every time. How we define "right" begins with understanding what is "value" for the primary users (the clients) of a process. Ultimately, then, being "efficient" might well involve doing more with more or less with more or even more with more!
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In a profession where confidentiality is paramount, failing to address AI security concerns could have disastrous consequences. It is vital that law firms and those in related industries ask the right questions about AI security to protect their clients and their reputation.
COVID-19 and Lease Negotiations: Early Termination Provisions
During the COVID-19 pandemic, some tenants were able to negotiate termination agreements with their landlords. But even though a landlord may agree to terminate a lease to regain control of a defaulting tenant's space without costly and lengthy litigation, typically a defaulting tenant that otherwise has no contractual right to terminate its lease will be in a much weaker bargaining position with respect to the conditions for termination.
Pleading Importation: ITC Decisions Highlight Need for Adequate Evidentiary Support
The International Trade Commission is empowered to block the importation into the United States of products that infringe U.S. intellectual property rights, In the past, the ITC generally instituted investigations without questioning the importation allegations in the complaint, however in several recent cases, the ITC declined to institute an investigation as to certain proposed respondents due to inadequate pleading of importation.
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Practical strategies to explore doing business with friends and social contacts in a way that respects relationships and maximizes opportunities.
Authentic Communications Today Increase Success for Value-Driven Clients
As the relationship between in-house and outside counsel continues to evolve, lawyers must continue to foster a client-first mindset, offer business-focused solutions, and embrace technology that helps deliver work faster and more efficiently.