Client (Centric) Portals for the ABA Conference on Client-Centric Services
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The document discusses the importance of building client relationships in legal practice, contrasting transactional and relational approaches. It highlights the benefits of effective client service, including increased profitability and client retention. Additionally, it emphasizes the use of technology and multiple communication channels to enhance client experience.
Client (Centric) Portals for the ABA Conference on Client-Centric Services
- 1. #ClioWeb Client (Centric) Portals Joshua Lenon Lawyer in Residence Clio
- 3. #ClioWeb TrustedRelationships • Less fee resistance • More futurework • More referrals to new clients • Effectiveand harmonious work relationships with the clients.
- 4. #ClioWeb Transactionalvs. Relationship Transactional • Prevail over all • Impersonal, detached • Short-term benefit • Them • Opponents Relationship • Preserve relationships • Give and be helpful • Commitment • Us • Understand the other side Source:.“Do.You.Really.Want.Relationships?”.by.David.Maister 2005
- 5. #ClioWeb It’s the difference between a one night stand and romance.
- 6. #ClioWeb Transactions are common because they involve less hard work and demand fewer skills.
- 7. #ClioWeb Listening to Clients = Revenue Law firms whose clients see them as being best in client service enjoy: • 30% higher profitability • 7% rate premiums across all staff levels • 35% higher client retention Source:.BTI.Consulting.Group,.“Client.Service.Leaders.Boxing.Out.the.Competition,”.02/27/2013
- 8. #ClioWeb Mitch Jackson’s Tips • Connect with clients where they already operate • Use tools to be available24/7 – Clientportals – Secure messaging – Website chat – Telephoneansweringservice • Use the web to provide value Source:.“How.to.Stay.Digitally.Relevant,.Raise.the.Bar,.and.Give.Your.Clients.an. Exceptional.Experience!”.Law.Technology.Today,.03/19/2014
- 9. #ClioWeb LeveragingTechnology Have multiple communicationchannels. Software andhardwareshould worktogether.
- 10. #ClioWeb
- 12. #ClioWeb