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Table of Contents

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Introduction

Law Firms Named by Corporate Counsel
17 Activities Driving Superior Client Relationships

Law Firms Ranked Along The 4 Most Strategic—And Financially Rewarding—Activities

Commitment to Help

  • Matching the Client’s Emotional Investment in a Matter

  • The Best Law Firms

Client Focus

  • Meeting Clients’ Targeted Outcomes

  • The Best Law Firms

Understands the Client’s Business

  • Better Understanding Leads to More Relevant Advice

  • The Best Law Firms

Provides Value for the Dollar

  • Delivering More than What the Client Expects

  • The Best Law Firms

Law Firms Ranked Along The 6 Dimensions Clients Consider Minimum Requirements

Legal Skills

  • Important, but Abundant in the Market

  • The Best Law Firms

Quality Products

  • Expected, Not Respected, by Clients

  • The Best Law Firms

Meets Core Scope

  • Manage Scope to Manage the Relationship

  • The Best Law Firms

Keeps Clients Informed

  • Clients Think No News Is Bad News

  • The Best Law Firms

Deals with Unexpected Changes

  • Adaptation Supersedes Preparation

  • The Best Law Firms

Handles Problems

  • Problems Are Always Your Problem

  • The Best Law Firms

Law Firms Best At The 4 Relationship Builders: Niceties… Not Necessities

Breadth of Services

  • Jack of All Trades, Master of All

  • The Best Law Firms

Advising on Business Issues

  • Be a Mentor—Not a Vendor

  • The Best Law Firms

Unprompted Communication

  • If the Client Asks, You Are Too Late

  • The Best Law Firms

Brings Together National Resources

  • It’s Not the Size, but How You Use It

  • The Best Law Firms

Law Firms Best At The 3 Activities Proven To Attract New Business

Deals with Complexity

  • Unequivocal and Strong Reduce the Complex to Its Most Simple Form

  • The Best Law Firms

Anticipating Your Client’s Needs

  • Operating in Scan Mode

  • The Best Law Firms

Innovative Approach

  • Don’t Change Everything, but Change Something

  • The Best Law Firms

The BTI Client Service 30

2019 Performance Across The 17 Activities Driving Superior Client Relationships

Client Service Performance Of The Am Law 200

Your Checklist For Improving Your Client Service Performance Today

About The BTI Consulting Group, Inc.

BTI’s Methodology and Approach
Who We Are
Drive Profits and Growth
Pinpoint Your Strengths—and Weaknesses
Key Services and Research to Help Our Clients
Additional Insights from BTI Publications
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