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Meeting Client Expectations
Editor's Note: This is the first in a series of articles derived from lessons in Lean Adviser, the program designed to address the demands of general counsel on outside counsel, based on conversations ALM has with readers and leaders in law firms.
Arriving at the right outcome for clients has changed.
Buyers of legal services are now a highly sophisticated and connected community. Meanwhile suppliers — law firms — have tried to develop in step, meet demands, and anticipate client needs. They generally succeeded, until the advent of The New Reality. The New Reality, for which law firms are scrambling to equip themselves, is that law firms no longer define their own service levels. Now it's the clients, and they have clear expectation parameters.
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