A Holistic Approach To Client Retention

Law360 (October 16, 2018, 6:10 PM EDT) -- When considering the varied type of work that law firms engage in, "value" for clients can be hard to define. Confusion around value is exacerbated because definitions vary. Clients can and will change their characterization of "value" on a per-engagement basis. In an era when law firms are fighting for business and clients can dictate terms of the relationship, the overall concept of value has become a moving target.

What is required in this uncertain era is a new, proactive approach of showing value to clients over time. It requires establishing common ground around expectations, repeatability and consistency in the services...

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