The BTI Client Service A-Team: Your 2017 Client Service Leaders

Relationship Bliss: also known as your law firm’s goal for every client relationship. Relationship Bliss is also created by the 4 client service activities most important to corporate counsel, while providing the highest levels of differentiation for your firm.

BTI’s research shows the law firms able to deliver best-in-class levels of service in these 4 activities will outpace competitors not performing at peak levels with:

  • 30% higher profits
  • 7% rate premiums across all staffing levels
  • Double the fees from a single client
  • 35% higher client retention

The BTI Client Service A-Team 2017 includes the law firms best at these 4 Relationship Bliss Activities:

While the 4 activities above have the strongest statistical correlation to financial benefit, every one of the 17 Activities has a crucial role in the development, maintenance, and ultimate growth of your client relationships.

Price of Admission: Without these 6 activities—including Legal Skills—clients won’t even consider hiring you. These activities are of high importance but are also widely available. Clients expect you to deliver these activities in order to win work, but they are not the sole deciding factor.

The BTI Client Service A-Team 2017 includes the law firms best at the following Price of Admission Activity:

Business Magnets: These 2 activities are an anomaly. They are of lower importance and are less differentiating with most clients. BUT—and this is an important but— these activities attract the type of work most law firms are seeking:  the largest-spending, least price-sensitive clients with a large number of complex needs.

These activities attract new business and new clients. However, once a legal decision maker finds a firm excelling in these activities, the ongoing relationship is driven by the firm’s performance in the Relationship Bliss activities.

The BTI Client Service A-Team 2017 includes the law firms best at the Business Magnet Activities:

You can learn about all of the 17 Activities, including the 10 not mentioned above, which drive client service—as well as where your firm stands and how you can improve in each of the 17 Activities—by ordering your copy of the BTI Client Service A-Team 2017: Survey of Law Firm Client Service Performance. Your order includes a custom comparison of your firm’s performance in each of the 17 Activities with up to 8 competitors of your choice. 

The 17 Activities are also discussed in greater detail in Michael’s book: Clientelligence: How Superior Client Relationships Fuel Growth and Profits. Based on 14,000 in-depth interviews with clients, this consistent and systematic approach to developing superior client service skills gives you unparalleled access to your clients' most complex—and premium-rate—work.

BTI’s Market Outlook and Client Service Review 2017

When: January 12, 2017 12:00–1:00 p.m. EST
Where: Online (from the comfort of your office)

Join BTI as we discuss the best new opportunities for 2017, how new client service leaders make it to the top, and how to get ahead of the market in both share and profitability.

The legal market finally is getting exciting again with new and complex work flowing into the market. The hunt for the new opportunities is on. You can find opportunities in practices, industries, and changes in outside counsel management strategies—firms who learn how to find the new work will outperform all others. BTI’s Market Outlook and Client Service Review will help you find—and grab—them before anyone else.

We’ll delve into powerful findings from more than 320 brand new, in-depth interviews with General Counsel—and 16 years of research and experience—to offer a new perspective on what’s in store for 2017. You’ll learn: 

• The legal spending outlook for 16 industries and 17 practice areas
• BTI’s exclusive analysis of law firms’ market share gains and losses—expanded for 2017
• With over 50% turnover this year see who makes the brand new BTI Client Service 30—and why
• The new business for the taking—even as corporate counsel shift spending in-house
• The law firms reinventing how legal services are delivered—by name
• What it will take to gain new clients and grow the major clients you have
• And much more… 

BTI’s annual webinar attracts more than 1200 law firm leaders worldwide—don’t miss out on your opportunity to discover what the best-performing law firms are doing to stay ahead of the competition. 

Registration is complimentary for law firms and BTI clients. Reserve your spot online now or call Joy Harnois at 508.651.5050.

Not a law firm? Call for pricing options.

BTI Client Service A-Team: The Law Firms Best at Innovative Approaches

Innovation doesn’t come from technology. It comes from being able to bring new, creative thinking to solve your clients’ issues and in ways others don’t—and add substantial value. If technology is involved, it is an enabler to innovation—not the source.

Leading legal decision makers report the top sources of innovation from law firms include:

  • Scenario planning with clients for upcoming or large matters
  • Developing customizable risk evaluation tools
  • Delivering in-depth, client-specific CLE sessions onsite with multiple partners

Corporate counsel rank the following firms with the best Innovative Approaches in the just-released BTI Client Service A-Team 2017. Please join us congratulating these firms on this well-earned honor:

Best of the Best in Innovative Approaches:

  • Jones Day

Leaders in Innovative Approaches:

  • Baker & McKenzie
  • Cooley
  • Cravath, Swaine & Moore
  • Dechert
  • Dentons
  • DLA Piper
  • Gibson, Dunn & Crutcher
  • Hogan Lovells
  • Kirkland & Ellis
  • Latham & Watkins
  • McGuireWoods
  • Polsinelli
  • Reed Smith
  • Skadden, Arps, Slate, Meagher & Flom
  • Wachtell, Lipton, Rosen & Katz

BTI Client Service A-Team: The Law Firms Best at Anticipating the Client’s Needs

Look 180 feet ahead instead of 90 feet ahead, and embrace proactive communication as a way of life. Anticipating Needs is all about staying one step—or more—ahead of your client.

In small doses over time you can: visualize, articulate, and share the range of client outcomes; bring out emerging and undefined needs; and provide answers to questions you know the clients will ask—before they ask. In doing so you ensure your client knows what to anticipate and when to anticipate it.

Corporate counsel rank the following firms as best at Anticipating the Client’s Needs in the just-released BTI Client Service A-Team 2017. Please join us congratulating these firms on this well-earned honor:

Best of the Best in Anticipating the Client’s Needs:

  • Cooley
  • Dentons
  • DLA Piper
  • Jones Day
  • Skadden, Arps, Slate, Meagher & Flom

Leaders in Anticipating the Client’s Needs:

  • Gibson, Dunn & Crutcher
  • Kirkland & Ellis
  • Latham & Watkins
  • Ogletree, Deakins, Nash, Smoak & Stewart
  • Polsinelli
  • Reed Smith
  • Sidley Austin
  • Wachtell, Lipton, Rosen & Katz

BTI Client Service A-Team: The Law Firms Delivering the Best Legal Skills

Your Legal Skills are only interesting to clients if you can apply those skills to their unique situations and needs. Whether pitching a new client or responding to RFPs for new matters, talk about your skills in a client-focused manner by discussing key issues your client faces.

And don’t just demonstrate your Legal Skills. Show how your skills will drive value for the client and how your understanding of the client’s business makes your services far superior to competitors’.

Corporate counsel rank the following firms as delivering the best Legal Skills in the just-released BTI Client Service A-Team 2017. Please join us congratulating these firms on this well-earned honor:

Best of the Best in Delivering Legal Skills:

  • Dentons
  • Jones Day
  • Skadden, Arps, Slate, Meagher & Flom

Leaders in Delivering Legal Skills:

  • Baker & McKenzie
  • Bryan Cave
  • Cleary Gottlieb Steen & Hamilton
  • Cooley
  • Cravath, Swaine & Moore
  • DLA Piper
  • Gibson, Dunn & Crutcher
  • Kirkland & Ellis
  • Latham & Watkins
  • Orrick, Herrington & Sutcliffe
  • Paul, Weiss
  • Sidley Austin
  • Wachtell, Lipton, Rosen & Katz

Why Your Client Service Matters More Than Your Brand

When clients are weighing one law firm's client service and another law firm's brand—which one is more likely to win out?

You can view the video below, or on YouTube directly here: https://youtu.be/WB1gUf4xTH4

We’ll be releasing videos here on The Mad Clientist blog every Tuesday. Subscribe today (in the box at the upper right of your screen) and be sure you don't miss a single one.

BTI Client Service A-Team: The Law Firms Best at Providing Value for the Dollar

Value is murky and often hard for top legal decision makers to spot. Or it is tremendously easy to see when clear, obvious, and well-articulated by the law firm delivering service. This phenomenon explains why firms delivering the best value talk to their clients more than others, include clients in their discussions about strategy, clearly outline the different directions a matter may take, and explain the solutions they have developed and deliver them in plain English. These firms have also made their clients’ lives easier.

Corporate counsel rank the following firms as best at Providing Value for the Dollar in the just-released BTI Client Service A-Team 2017. Please join us congratulating these firms on this well-earned honor:

Best of the Best in Providing Value for the Dollar:

  • Cooley
  • Dentons
  • Jones Day
  • Reed Smith
  • Skadden, Arps, Slate, Meagher & Flom
  • Wachtell, Lipton, Rosen & Katz

Leaders in Providing Value for the Dollar:

  • Baker & McKenzie
  • BakerHostetler
  • Bryan Cave
  • Cravath, Swaine & Moore
  • DLA Piper
  • Fish & Richardson
  • Gibson, Dunn & Crutcher
  • K&L Gates
  • Latham & Watkins
  • McGuireWoods
  • Norton Rose Fulbright
  • Ogletree, Deakins, Nash, Smoak & Stewart
  • O’Melveny & Myers
  • Polsinelli

BTI Client Service A-Team: The Law Firms Best at Understanding the Client’s Business

Your ability to understand your client’s business is the single best differentiator in the legal market today. This understanding is also the single biggest reason clients pay a premium rate. Clients receive substantially more value when law firms see the risk and the issues from the client’s point of view.

Your firm also benefits from building a comprehensive understanding of your client’s business. A deep understanding positions you to be the first to tackle the defining issues your client faces, and provide more pointed, targeted, and relevant advice than competitors.

Corporate counsel rank the following law firms as best at Understanding Your Client’s Business in the just-released BTI Client Service A-Team 2017. Please join us congratulating these firms on this well-earned honor:

Best of the Best in Understanding the Client’s Business

  • Cooley
  • Dentons
  • DLA Piper
  • Jones Day
  • Reed Smith
  • Skadden, Arps, Slate, Meagher & Flom

Leaders in Understanding the Client’s Business:

  • BakerHostetler
  • Bryan Cave
  • Cravath, Swaine & Moore
  • Dechert
  • Gibson, Dunn & Crutcher
  • Hogan Lovells
  • K&L Gates
  • Kirkland & Ellis
  • Latham & Watkins
  • Morgan Lewis
  • Ogletree, Deakins, Nash, Smoak & Stewart
  • Paul Hastings
  • Pillsbury Winthrop Shaw Pittman
  • Sidley Austin
  • Thompson Coburn
  • Wachtell, Lipton, Rosen & Katz
  • WilmerHale

BTI Client Service A-Team: The Law Firms Best at Client Focus

15 years ago, Client Focus was about returning phone calls and getting documents back to clients. Those days are long gone. Top legal decision makers define Client Focus as the ability to understand their overall objectives, as well as the different objectives for each individual matter.

Corporate counsel report law firms can speak about the overall objectives but a select few work towards the different objectives needed for each individual matter.

Corporate counsel rank the following firms as best at Client Focus in the just-released BTI Client Service A-Team 2017. Please join us congratulating these firms on this well-earned honor:

Best of the Best in Client Focus:

  • Cooley
  • Dentons
  • DLA Piper
  • Gibson, Dunn & Crutcher
  • Jones Day
  • Morgan Lewis
  • Reed Smith
  • Skadden, Arps, Slate, Meagher & Flom

Leaders in Client Focus:

  • Baker & McKenzie
  • BakerHostetler
  • Covington & Burling
  • Cravath, Swaine & Moore
  • Crowell & Moring
  • Dechert
  • K&L Gates
  • Kirkland & Ellis
  • Latham & Watkins
  • McGuireWoods
  • Norton Rose Fulbright
  • Ogletree, Deakins, Nash, Smoak & Stewart
  • Paul, Weiss
  • Polsinelli
  • Seyfarth Shaw
  • Sidley Austin
  • Thompson Coburn
  • Wachtell, Lipton, Rosen & Katz
  • White & Case

BTI Client Service A-Team: The Law Firms Best at Showing Commitment to Help

Commitment to Help is the most influential aspect of your client relationship. Clients judge your commitment based on their highly personal, subjective judgment of your effort and investment in the relationship. Commitment to Help is all about your behavior. You have to be the most committed to helping your client more so than the 41 other firms serving them.

Corporate counsel rank the following firms as best at showing Commitment to Help in the just-released BTI Client Service A-Team 2017. Please join us congratulating these firms on this well-earned honor:

Best of the Best in Commitment to Help:

  • Cooley
  • Dentons
  • DLA Piper
  • Jones Day
  • Latham & Watkins
  • Reed Smith
  • Skadden, Arps, Slate, Meagher & Flom

Leaders in Commitment to Help:

  • Baker & McKenzie
  • BakerHostetler
  • Bryan Cave
  • Cleary Gottlieb Steen & Hamilton
  • Gibson, Dunn & Crutcher
  • K&L Gates
  • McDermott Will & Emery
  • McGuireWoods
  • Morgan Lewis
  • Ogletree, Deakins, Nash, Smoak & Stewart
  • Polsinelli
  • Sidley Austin
  • Wachtell, Lipton, Rosen & Katz

Global Firms and Prestige Brands Upset the Client Service Apple Cart

We saw the first clue pop up in 2014. BTI client interviews revealed global firms investing more in improving their client service performance. Next we found large law budgeting 1/3rd more in client development than other law firms. Now, we see global and prestige brands claiming more than their fair share of the elite BTI Client Service 30.

In each of the last 16 years The BTI Consulting Group conducted more than 300 in-depth interviews with top legal decision makers to probe all aspects of law firm client service. We designed one line of questioning and probes to identify the law firm absolutely best at each of the 17 activities driving superior client service. We provide no prompts, lists or suggestions—nor do we accept self-nominations or referrals. We heard about 295 law firms in total—45% of the law firms serving large companies (with more than $1B in revenue in the US). Of these 295: 30 standout as best—performing 5 to 15 times better than the typical law firm.

While all firms in The BTI Client Service 30 standout for superior client service the following performances warrant especially close attention:

  • Jones Day reclaims the number 1 spot in client service—becoming the only law firm ever to be ranked best of the best in all 17 activities driving superior client service. Jones Day is now making its 9th appearance in the top spot—3 times more often than any other law firm.
  • Dentons moves up to grab the number 2 position. The firm is being as aggressive with client service as it is with growth.
  • Cooley returns to The BTI Client Service 30 in the number 4 spot after a more than 10-year hiatus—leveraging widely respected Innovation into high-powered client service performance. 
  • Wachtell Lipton is ranked number 7 as top legal decision makers credit the firm’s ability to deliver the best value, while anticipating change and understanding their clients’ business.
  • Cravath, Cleary Gottlieb, Paul, Weiss, and Simpson Thacher all rejoined The BTI Client Service 30 this year as top legal decision makers tell us each firm improved their value proposition and was able to become more client-centric in their approach.

New to The BTI Client Service 30

Paul Hastings leveraged a new and deeper understanding of their client’s business while White & Case leveraged improved client focus to drive their inaugural showings in The BTI Client Service 30.

3 Firms Where Client Service Is Part of the Fabric of the Firm

Jones Day, Morgan Lewis, and Sidley Austin have been able to deliver superior client service in each of the 16 years BTI has conducted this analysis. Client service runs through the very fabric—and is embedded deep into the culture—of each firm.

The emergence of these global giants as client service goliaths demands all other law firms up their client service game. The race for clients and new business is far from over and almost any law firm has time to step up to the starting line. The most important step any firm can take is to boost client service with existing clients. The new (and returning) firms have all developed skills in execution and implementation. They bring no structural advantage—but instead bring executional advantage. There is no reason a law firm can’t find a way to execute. It's not easy, but can be done—which is how the next generation of leaders will ultimately emerge.

You can learn the client service strategies and tactics used by The BTI Client Service 30 here. You can see where your firm stands by ordering your copy of the BTI Client Service A-Team 2017: Survey of Law Firm Client Service Performance, which includes a custom comparison of your firm with up to 8 competitors of your choice. 

Targeting Clients With A Market of One Approach

This week's Mad Clientist Minute takes a look at how focusing your marketing and business development on a specific client can generate a greater rate of return on your efforts.

You can view the video below, or on YouTube directly here: https://youtu.be/7EDvf7Uzu3I

The previous video Jennifer Dezso references can be found here: https://youtu.be/Ru0xEDqKZ7E

We’ll be releasing videos here on The Mad Clientist blog every Tuesday. Subscribe today (in the box at the upper right of your screen) and be sure you don't miss a single one.

The 4 Biggest Client Service Turkeys of 2016

Once again it's time for The Mad Clientist to give thanks to the attorneys delivering some of this year’s most egregious client service turkeys. We share these true stories from corporate counsel in the hopes we can all learn some lessons—and have a few laughs.

Using Time Wisely

I asked the law firm we pay the most money to for ideas to help shape an RFP I was asked to prepare. I told them I was not being forced to change firms—the decision as to final hires was mine and mine alone. After a day or two this firm came back and told me they did not want participate in the RFP if I wasn't changing firms, telling me “it wasn’t a good use of their time.”

I did not include this firm in the final new panel—and they asked if I would reconsider. I declined.

– As shared during a client feedback interview for a BTI client (used with permission)


Where Does Our Partner Work

I called my law firm one day and asked for our partner. The person who answered the phone asked me: “Does that person still work here?”

If that wasn’t bad enough, she then said, “I don’t know if that person works here anymore.”

– Experience shared during an in-depth interview with General Counsel as part of BTI’s annual research (used with permission)


Waiver First, Then the Subpoena

One of our law firms also represents a competitor in a suit in which we were involved. They sent us a subpoena that was over-broad--easily the most outrageous subpoena I've seen in 15 years. And then they asked for a waiver of conflict.

– Experience shared during an in-depth interview with General Counsel as part of BTI’s annual research (used with permission)


Why I Would Want to Talk to Our Partner

I called a new law firm who had won some new work with us. I called our partner and the call was answered by announcing the name of the firm. I asked to speak to our partner—I heard some hushed discussion in the background and was asked, “Why would I want to speak to Mr. Partner?” I responded: “I am a client of Mr. Partner’s.” I could hear more hushed voices in the background discussing how no one “had any idea” where Mr. Partner is and wondered out loud what to do with the “person on the phone.”

– As shared during a client feedback interview for a BTI client (used with permission)


You can find more client service turkeys—and the skills to keep yourself out of the turkey fryer—in my Amazon Customer Service Best Selling book: Clientelligence: How Superior Client Relationships Fuel Growth and Profits. Already in use at more than 100 law firms, the 17 activities within Clientelligence are proven drivers of superior client relationships and growth. Based on 14,000 in-depth interviews BTI conducted with clients, this consistent and systematic approach to developing superior client service skills gives you unparalleled access to your clients’ most complex—and premium-rate—work.

MBR

Boosting Firmwide Client Service through Partner Objectives

Boosting client service dramatically is every firm's goal. Here The Mad Clientist walks you through one of the indirect ways to get your attorneys on board—the right way.

You can view the video below, or on YouTube directly here: https://youtu.be/vra88xsM3j0

We’ll be releasing videos here on The Mad Clientist blog every Tuesday. Subscribe today (in the box at the upper right of your screen) and be sure you don't miss a single one.

The Law Firms with the Most Marketing Mojo

The legal world is even more exciting than we first thought. Not only is high-rate work reappearing but more law firms are getting their marketing mojo on—and some way more than others. Our exclusive in-depth interviews with 159 law firm marketing leaders reveal the law firms they most want to avoid pitching against are:

  • Cravath
  • Jones Day
  • Kirkland & Ellis
  • Latham & Watkins
  • Quinn Emanuel
  • Skadden

4 firms—Jones Day, Kirkland & Ellis, Latham & Watkins, and Skadden are all repeats from last year—showing continuous marketing mojo. Cravath and Quinn Emanuel upped their marketing mojo this year to join these high performing firms.

We note Jones Day, Kirkland & Ellis, and Skadden are also are members of the BTI Litigation Fearsome Foursome for all 6 years BTI has published this analysis. Quinn has also been part of the Fearsome Foursome in 4 out of 6 years. Both Cravath and Latham are ranked as Awesome Opponents. This suggests these firms have a rare cultural ability (and brand) to make competitors take pause.

Clients also rank Cravath, Jones Day, Kirkland & Ellis, and Skadden as longtime top client service performers.

What’s Driving Marketing Mojo

Clients and law firm marketing leaders alike describe the key attributes of marketing mojo as:

  1. Unabashed Hunger to Win—The law firms with the most marketing mojo believe winning is monumental. There is no room for just another pitch. If it were merely a routine pitch—they might not be pitching at all. They want to focus their resources on places where they can win—and win big.
     
  2. Over Prepare—Competitors report these firms show up more prepared and ready to discuss substance. Top legal decision makers note these firms talk less about themselves than competitor law firms.
     
  3. Going Off-Script as an Advantage—Any halfway decent pitch will provoke clients into throwing out some nugget of information or insight about themselves which is new and important. This happens every time. Most firms let this insightful comment slip by untouched because they don’t want to go off-script. The firms with the most marketing mojo realize this offhand comment is a gift and leap off script to learn more about their potential clients.

Law firm marketing leaders name another 7 firms bring their strong marketing prowess to bear and come in close behind the Marketing Mojo firms. These law firms are:

  • Cooley
  • Hunton & Williams
  • King & Spalding
  • Littler Mendelson
  • Morgan Lewis
  • Perkins Coie
  • Wachtell Lipton

You can learn more about the law firms marketing leaders would rather not pitch against in our new, complimentary report
BTI Marketing Mojo 2017: The Law Firms Marketing Leaders Don't Want to Pitch Against.

MBR

Practical Client Development: Custom, Multi-Practice CLEs

This week Jennifer Petrone Dezso shares the most successful way to structure your continuing legal education for clients by making them client development opportunities for you as well as learning opportunities for your clients.

You can view the video below, or on YouTube directly here: https://youtu.be/7VFv_MUiopA

We’ll be releasing videos here on The Mad Clientist blog every Tuesday. Subscribe today (in the box at the upper right of your screen) and be sure you don't miss a single one.

Clients Are Voting For Your Law Firm Right Now

The overwhelming majority of C-level executives will hire you based on a single unprompted recommendation from a peer. (An unprompted recommendation is like a write-in vote.)

An unprompted recommendation from your client to a peer gets you hired with no competition. Your client’s unprompted recommendation is the most powerful indicator of a superior relationship, signaling your client has made the rare emotional investment in your relationship.

U is for Unprompted—and the other 25 letters of the Client Service alphabet—can be found in my ABCs of Client Service. Open your eyes to a whole new way of providing superior client service to each and every one of your clients, while driving more business. Click here for more information on The Mad Clientist's ABCs of Client Service—and to order your copy today. Spend 26 minutes with the ABCs of Client Service and improve your client service immediately. 

MBR

Getting the Goods on Your Competitors

Your clients are ready to give up the goods on your competitors, and in today’s Mad Clientist Minute we share what the right questions can reveal for you. 

You can view the video below, or on YouTube directly here: https://youtu.be/9phe8bcO_xQ

We’ll be releasing videos here on The Mad Clientist blog every Tuesday. Subscribe today (in the box at the upper right of your screen) and be sure you don't miss a single one.

The Goblins Ruining Law Firms’ Halloween

A stealth bomber jaggedly progresses along an undetectable path through the night sky. Ultra-sophisticated infrared and other technology map its course through the darkness. An intricate combination of materials, ultra-smooth surfaces and technology shield the remarkable machine from radar detection. Inherently unstable, early stealth aircraft seemed to wobble as they flew. Pilots affectionately called these aircraft Wobblin’ Goblins.

To the naked eye, the F-117 Nighthawk attack aircraft is a non-aerodynamic black mass of jutting plates. Yet to the enemy, the Wobblin’ Goblin is an omnipotent threat—real, unseen and unannounced.

A small, unseen yet just as real group of law firms is almost imperceptibly emerging as the Wobblin’ Goblins of the legal world. This clandestine crowd—using more advanced marketing and business development strategies than others—are picking up new business while few other law firms notice. A couple of examples:

  1. A major NY law firm reviews a client filing covering the announcement of a large restructuring. The restructuring involves divestiture of 7 major facilities. After the filing, a Midwest firm, who also provides meaningful services to the same client, listens in on the analyst call announcing and discussing the company changes.

    Sensing opportunity, the Midwest firm offers poignant insight into new regulations which may impact the sale and—unsolicited and at no cost—delivers a blueprint to navigate the best course of action. This Wobblin’ Goblin usurped $3,000,000 in transactional work from an entrenched competitor. No bidding.
     
  2. The savvy litigation boutique, who astutely analyzes the litigation portfolio of a one-time client. This stealth firm proactively schedules an in-person meeting with the General Counsel, who invites the CFO. At this meeting the firm presents alternative approaches to limit liability and reduce financial exposure. This Wobblin’ Goblin won $1.2 million in litigation fees in 14 months from new cases.

Do you know the Wobblin’ Goblins who are attacking your client base? Your biggest threat may be the one you cannot see.

Despite advanced techniques creating stealth threats, the only known defense is the tried and true tool: client feedback. Asked the right way in the right context—clients are happy to tell you who is trying to steal the business—and how. Your challenge is to put up your defenses before the Wobblin’ Goblins arrive.

MBR

Does It Have a Budget?

There is one critical factor your big new initiative needs to be successful. 

You can view the video below, or on YouTube directly here: https://youtu.be/yidjpZehBd0

We’ll be releasing videos here on The Mad Clientist blog every Tuesday. Subscribe today (in the box at the upper right of your screen) and be sure you don't miss a single one.