The Millennial Generation in Law Firms – How to Attract and Retain Gen Ys

06.07.17 | Susan Duncan

The law firm model likely will change in the coming years as described in our article The Shape of Things to Come – Tradition Gives Way to a New Model!  These changes may result in the hiring of fewer traditional lawyers out of law school and the advancement of fewer associates to partnership, the hiring…

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Customer Experience (CX) Part 3 – Transform Your Firm with Superior Client Experience

05.10.17 | Susan Duncan

[Note: This post is co-authored by RainMaking Oasis and Jonathan Hollenberg of HawkPartners, a marketing strategy and research firm for Fortune 500 companies.] In our prior two posts Customer Experience (CX) Part 1 – Is It Different than Customer Service  and Customer Experience (CX) Part 2 – Mapping the Client Journey, we discussed the difference…

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Customer Experience (CX) Part 2 – Mapping the Client Journey

04.26.17 | Susan Duncan

[Note: This post is co-authored by RainMaking Oasis and Jonathan Hollenberg of HawkPartners, a marketing strategy and research firm for Fortune 500 companies.] As discussed in our first post Customer Experience (CX) Part 1 – Is It Different than Customer Service, customer satisfaction often focuses on narrow and discrete touch points that clients are exposed…

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Customer Experience (CX) Part 1 – Is It Different from Customer Service?

04.12.17 | Susan Duncan

Providing exceptional and consistent client service is critical to your firm’s success, but to be a real winner, you will have to deliver an exceptional client experience (CX).  With clients now in the driver’s seat and law firms aggressively competing to hold on to clients or take work away from others, we know that excellent…

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Collaboration: Walking the Talk at Morgan Lewis

03.29.17 | Susan Duncan

[Note: This article is being published with the permission of our client, Morgan Lewis & Bockius.] Two of our previous posts on collaboration, True Collaboration Drives Profitability and Collaboration: The Next Law Firm Frontier, discussed the benefits of collaborative cultures and approaches to client representation.   But both articles also alluded to the reasons why collaboration…

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True Collaboration Drives Profitability and Client Loyalty

03.15.17 | Susan Duncan

Collaboration in the workplace is widely recognized as an important success factor in the most effective organizations. It is necessary in order to build and share knowledge, accelerate innovation, break down silos and facilitate connectivity.  A recent Harvard study found that managers and employees now spend 50% or more time in collaborative activities than they…

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Healthy Client Road Map: 25 Tips to Keep Clients Happy, Satisfied and Loyal

03.01.17 | Susan Duncan

Despite all the talk about clients not being loyal anymore and only being interested in pushing matters to the least expensive “bidder,”  many things about relationships still matter to most clients.  In our last blog post Sales and Service: The Loyal Client Lifecycle, we touched upon some of the ways to nurture and advance client relationships….

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Sales and Service: The Loyal Client Life Cycle

02.15.17 | Susan Duncan

Law firms continue to compete aggressively for new clients and new work from existing clients.  We know from recent surveys by Citi and Altman Weil that client demand for outside lawyers remained flat in 2016 and is expected to do so again in 2017.  With the same or less work to go around, this means…

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Succession Planning for Firm Leaders

02.01.17 | Susan Duncan

This article was written by Tory Ruttenberg, who is a RainMaking Oasis Affiliate Consultant and President of Ruttenberg Consulting, LLC and was originally published in PD Quarterly magazine.  It is reprinted here with permission from both. Due to the unique nature of law firms, succession planning can be more difficult for them than for other…

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Who are Law Firms Really Competing With and Why?

01.18.17 | Susan Duncan

Law firms are facing stiff competition when it comes to holding onto their clients, much less gaining market share. Given the flat growth in available legal work, law firms have been having to “steal” work from other firms to gain share. BTI Consulting’s Market Outlook and Client Service Review 2017 reports that while legal spending…

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Start 2017 Off Right: How Lawyers and BD/Marketing Teams Can Collaborate for Maximum Value

01.04.17 | Susan Duncan

In 2017, lawyers will be under more pressure than ever to succeed at business development, and yet many of them remain skeptical about whether or not CMOs, CBDOs and their teams really add value. Even at firms with the most enlightened partners in leadership roles, the role and effectiveness of business development and marketing is…

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Law Firm Partnership Part 2: Becoming and Remaining an Equity Partner

12.14.16 | Susan Duncan

Our last blog post, “Law Firm Partnership Part 1: Do True Partnerships Still Exist?” explored the changes that have occurred in the partnership model in recent decades and the core aspects to healthy partnerships.  In this post, we will examine the qualities needed to advance to equity partner status and what it takes to be…

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Law Firm Partnership Part 1: Do “True Partnerships” Still Exist?

11.30.16 | Susan Duncan

Citi Private Bank has released its third quarter report on law firm growth and it indicates a slow-down since their mid-year report.  The following findings are important to note: Demand was nearly flat at .3% Revenue growth other than due to billing rate increases was only .3% Firms have seen an increase in compensation expenses…

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Do Your Law Firm Leaders Lead or Manage?

10.26.16 | Susan Duncan

Leadership is not a title or a position. The best leaders have developed competencies that enable them to drive their firms forward, think conceptually and strategically and effectively build and rely on teams and networks. According to the 2016 Deloitte Global Human Capital Trends report, eighty-nine percent of companies see leadership as an important or…

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The Succession Management Continuum: Where is Your Law Firm?

10.04.16 | Susan Duncan

Recent surveys show that less than a third of law firms have a formal retirement or succession planning process in place.  Those that have one tend to focus more on retirement age and phase-down compensation approaches usually with a focus only on a few partners expected to retire within two to five years.  A much…

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