REPORT HIGHLIGHTS          CLIENT SERVICE 30          MORE THAN JUST RANKINGS          ALL LAW FIRMS

Table of Contents

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Introduction

295 Law Firms Named by Corporate Counsel
Three Types of Honors
17 Activities Driving Superior Client Relationships

Relationship Bliss: The Most Strategic—And Financially Rewarding—Activities

Commitment to Help: Be Committed, Not Helpful
Client Focus: Solutions Tailored to Each Client
Understands the Client’s Business: Clients Love to Be Understood
Provides Value for the Dollar: You Win on Value. You Lose on Price.

Price of Admission: Getting in the Door

Legal Skills: Talk about the Client, Not Yourself
Quality Products: Clients—Not Standards—Define Quality
Meets Core Scope: Manage Scope to Manage the Relationship
Keeps Clients Informed: No News Is Bad News
Deals with Unexpected Changes: Adaptation, Not Preparation
Handles Problems: Your Problem Is Your Problem

Relationship Builders: Niceties… Not Necessities

Breadth of Services: Jack of All Trades, Master of All
Helps Advise on Business Issues: Be the Mentor, Not the Vendor
Regional Reputation: Regional Reputation a Proxy for Knowledge
Unprompted Communication: Avoid Information Age Rage
Brings Together National Resources: It’s Not the Size, but How You Use It

Business Magnets: Make Decision Makers Take Notice

Anticipates the Client’s Needs: Operate in Scan Mode
Innovative Approach: Don’t Change Everything, but Change Something

Which Law Firm Is Most Arrogant

The BTI Client Service 30

2017 Law Firm Performance Across the 17 Activities Driving Superior Client Relationships

Client Service Performance of the Am Law 200 for 2017

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