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Clientretentionadilemma19junewebinarfinal 13468883786428-phpapp01-120905184107-phpapp01
1.
Presented By:Presented By: Tarunjeet
Singh, Senior Attorney– Draft n Craft Sagar Pratap Singh, Business Development – Draft n Craft Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
2.
Skills Of AttorneySkills
Of Attorney Performance Byy Attorney Satisfaction of Client Willi fWillingness of Client Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
3.
Client Retention a
Real Dilemma forClient Retention a Real Dilemma for You..???You..???You..???You..??? As a professional, do you always ask lfyourself: WHY retaining a client is TOUGH HOW i it AFFECTING d t d kHOW is it AFFECTING my day-to-day work WHAT should be the RIGHT STRATEGIESWHAT should be the RIGHT STRATEGIES HOW to overcome this BIG CHALLENGE Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
4.
WHO is representing
me?WHO is representing me? WHAT would I expect? What’s there for me? QualityQuality Competitive Price Satisfaction Attorney Client Privilege Efficient & Proactive Services Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
5.
9,000+ law firms
in England and Wales 15% to 20% law firms in serious financial difficulties and on the verge on insolvency merger or closureinsolvency, merger or closure Recent Mergers:g • Pinsent Masons and McGrigors • Davies Arnold Cooper and BeachcroftDavies Arnold Cooper and Beachcroft • Barlow Lyde & Gilbert and Clyde & Co • Weightmans and Mace & Jones Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
6.
WHAT are you
going to ensure WHEN are you going to ensureWHEN are you going to ensure HOW are you going to ensure Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
7.
CUSTOMERS = CLIENTS Customers
are served by processesy p 85% of customer related problems are caused by professionals/organisations work procedure To better serve customers, professionals/ i ti t i th iorganisations must improve their approaches Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
8.
- Clients seek
to maximize value by:Clients seek to maximize value by: ESTIMATING which lawyer/firm delivers the t lmost value - Lawyers, on the other hand do it by:Lawyers, on the other hand do it by: FORMING an expectation of value and acting upon it EVALUATING their usage experience againstEVALUATING their usage experience against the expectations Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
9.
80% 90% m 60% 70% 80% nedfrom ear 40% 50% 60% eRetain viousYe 20% 30% rcentage Prev 0% 10% 1 2 3
4 5 Per 1 2 3 4 5 Years as a customer Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
10.
STEP 1: Ask STEP 2: Evaluate STEP
5: ACT STEP 3: Stimulate STEP 4: Reward Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
11.
FIVE Client Retention
Strategies: Segment existing clients Interview “must-have” clients Create a unique “value-add” strategy for each client Communicate your value-add strategy Track results and monitor responses Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
12.
Understand & Involve
the CustomerUnderstand & Involve the Customer Focus on Key Problems Select the Right Change Leader Seek Ideas from Outside the Field and Organisation Do Rapid Cycle Testing for qualityDo Rapid-Cycle Testing for quality business Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
13.
Approx 84% of
professionals/ organisations uses client retentionorganisations uses client retention marketing strategies.. M i t i D t bMaintain a Database Stay in Touchy Welcome Complaints Loyalty Programs Do a Good JobDo a Good Job Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
14.
Copyright © 2012
Draft n Craft Legal Outsourcing Pvt. Ltd.
15.
Small changes do
increase client satisfactionsatisfaction Satisfied clients are more likelySatisfied clients are more likely to show up again and continue your services More clients make your work dimore rewarding More admissions and fewerMore admissions and fewer dropouts improve the bottom line Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
16.
Keep measuring andKeep
measuring and studying the results until you reach your bj ti d iobjectives and improve as much as you DESIRE…! Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
17.
Ask Question.. Ask Question..Question..Question.. Draft n Craft
Legal Outsourcing Pvt. Ltd. Website: www.draftncraft.com Draft n Craft Legal Outsourcing Pvt. Ltd. Website: www.draftncraft.comWebsite: www.draftncraft.com Email: info@draftncraft.com India: +91 11 2341 4576 USA: + 1 516 515 3510 Website: www.draftncraft.com Email: info@draftncraft.com India: +91 11 2341 4576 USA: + 1 516 515 3510 UK: + 44 20 3318 3559UK: + 44 20 3318 3559 Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
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