In this article, published in the November 2015 issue of DRI’s For The Defense, Jay Courie, Managing Partner of MGC Law and Past President of DRI’s Law Practice Management Committee, and I take a comprehensive look at all of the metrics your firm should be tracking as part of its marketing scorecard. You can read the full article by clicking the link above. This article was republished with the permission of DRI.
Although most new law firm matters come from existing clients, many firms focus the overwhelming majority of their marketing resources on attracting new clients to the firm. Some firms with longstanding relationships with institutional clients understand that investing time and money into relationships with existing clients can provide significant returns, both in terms of client loyalty and profitability. Understanding your clients’ level of satisfaction, areas for concern and ongoing needs is critical to truly delivering the high level of client service that law firms tout. Client surveys can be conducted via in-person interviews, telephone surveys or electronic surveys, and each […]