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Tag Archives: voice of customer

Law Firm CMO on the Evolving Business Development Landscape

Law Firm CMO on the Evolving Business Development Landscape

Law firms aren’t laggards in business development, says Jeanne Hammerstrom, the chief marketing officer at Benesch, Friedlander, Coplan & Aronoff LLP, which is headquartered in Cleveland and maintains seven offices including one in Shanghai.  She points to the lengthening tenure of top marketing and business development leaders at law firms as evidence that things are going right. Sure the legal ... Read More »

How Law Firms Can Successfully Implement a CRM System

How Law Firms Can Successfully Implement a CRM System

Note: the following is a guest post from Deborah Dobson In today’s competitive legal market, it is more important than ever to build strong relationships in order to create opportunities.  There are more law firms competing for less work, more work being done in-house and procurement entering the game.  While legal tends to lag behind in technology adoption, it is ... Read More »

A Law Firm CMO is the Voice of the Market

A Law Firm CMO is the Voice of the Market-header-1

“The CMO is the voice of the market – the voice of the client,” said Amy Fowler, chief marketing and business development officer with Mintz Levin Cohn Ferris Glovsky and Popeo PC.  “In both instances marketing is highly valued and has a seat at all the right tables.” She says the role of the CMO is critical to the planning ... Read More »

The Key to CRM is Tracking Relationships

The Key to CRM is Tracking Relationships

Customer relationship management (CRM) tools for professional service firms ought to track relationships – who knows whom– as opposed to tracking products.  So says Kayte Steinert-Threlkeld, the chief marketing officer for Berdon LLP, a top 35 accounting firm based in Manhattan. Relationships  trump everything in business development, an aspect perhaps unique for professional services firms, including accounting, law, engineering and ... Read More »

Century in Law:  Embracing Tech without Losing Humanity

timoney knox Embracing Tech without Losing Humanity

Timoney Knox, LLP takes a long view of technology according to Trudy Callison, the law firm’s director of Finance. The Pennsylvania-based full service firm has continued to thrive for nearly 100 years since its founding in 1921. The first radio station, KDKA in Pittsburg started broadcasting just a year earlier, television had yet to be invented, and Warren G. Harding ... Read More »

40 Customer Product Reviews on LexisNexis PCLaw

LexisNexis PCLaw 14 Batch Billing

The software division takes customer feedback very seriously and we have a formal program for capturing, measuring and acting on the views expressed by our customers. Periodically we send out surveys to our customer base which follows a technology best practice known as a net promoter score. The feedback we obtain – from each and every customer – is automatically ... Read More »

3 Lessons from Switching Practice Management Tools

3 Lessons from Switching Practice Management Tools

Switch law firm practice management tools is sizable undertaking. The selection process and expenses aside, the change can be disruptive to business process. Sometimes this happens at a time of growth because a firm has outgrown its existing software. This was the predicament of and Atlanta-based litigation law firm Bloom Surgarman Everett, LLP as described in a new case study ... Read More »

Top 10 Law Firm Collections Challenges and How to Solve Them

How to Develop an Effective Law Firm Collections Strategy

In a Legal Talk Network podcast focused on law firm invoicing and collections, moderator Christopher T. Anderson remarked that upwards of 20% of legal bills are past due.  What is it that’s contributing to this ongoing law firm collections challenge? Some data we both collected and presented at a LexisNexis® Juris® User Group meeting may provide useful insight into the ... Read More »

4 Ways Tech is Changing Small Law

4 Ways Tech is Changing Small Law

For a time, “full-service” was a key point of differentiation for law firms.  That may not be true any longer, according to Luke Closson, the managing partner at the law firm of Closson, Bass & Tomberlin. The law firm is based in Valdosta, Georgia, about 200 miles south of Atlanta and near the border with Florida.  A LexisNexis Time Matters ... Read More »

A Tech Tale of Two Law Firms

A Tech Tale of Two Law Firms

Some attorneys have more than one story – before technology and after. Lynn M. Myrick previously worked in a six-attorney law firm that Geoffrey Moore might be described as a laggard. Client notes were kept in folders and filing cabinets.  Time was entered on printed time sheets. In order to find information the firm’s staff need to sift through each ... Read More »