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Client Listening Why it Pays and How to Do it

Aus der Reihe Ark Group

291,99 €

inkl. gesetzl. MwSt., Versandkostenfrei

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

31.03.2013

Verlag

Globe Law and Business Ltd

Seitenzahl

110

Maße (L/B/H)

27,3/21/0,6 cm

Gewicht

262 g

Sprache

Englisch

ISBN

978-1-908640-98-7

Produktdetails

Einband

Taschenbuch

Erscheinungsdatum

31.03.2013

Verlag

Globe Law and Business Ltd

Seitenzahl

110

Maße (L/B/H)

27,3/21/0,6 cm

Gewicht

262 g

Sprache

Englisch

ISBN

978-1-908640-98-7

Herstelleradresse

Libri GmbH
Europaallee 1
36244 Bad Hersfeld
DE

Email: gpsr@libri.de

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  • Produktbild: Client Listening
  • Produktbild: Client Listening

  • Executive summary...VII About the author...IX Acknowledgements ...XI Part One: Client listening explained Chapter 1: The trend in favour of client listening... 3 What is client listening?...3 Is client listening new?...3 Weaknesses in client listening practised by law firms...6 Other industries pointing the way forward...7 A vision for client listening in law firms...8 Chapter 2: The benefits of client listening... 11 Sustainable competitive advantage.11 Popular rationale ...11 Partner perspectives...11 Supplementary benefits...13 Measuring the return on investment14 Chapter 3: Positioning client listening in context... 19 Business development ...19 Client relationship management...21 Interplay between CRM and key account management...23 Chapter 4: Obstacles to engaging with clients... 27 Obstacle 1: There is nothing to learn...27 Rebuttal 1: Champions will demonstrate otherwise ...27 Obstacle 2: Clients will refuse to participate in formal client listening activity...28 Rebuttal 2: Clients enthusiastically embrace client listening...29 Obstacle 3: There is no time for client listening...29 Rebuttal 3: Making time...30 Obstacle 4: Lawyers are not trained interviewers...31 Rebuttal 4: Training, mentoring, and expert independent interviewers are available...31 Obstacle 5: Asking questions brings risk...32 Rebuttal 5: Don't be an ostrich!...32 Obstacle 6: Asking for feedback is pointless as no action will be taken...33 Rebuttal 6: Take responsibility ...33 Chapter 5: Selecting the best listening method... 35 Interplay between client listening and market research...35 Qualitative versus quantitative research...36 Data collection methods...37 Choosing interviewers...40 Chapter 6: An explanation of key techniques and how to handle tricky situations... 45 Preparation...45 Depth interviews...47 Questionnaires...50 Multi-jurisdictional programmes...54 Chapter 7: Ensuring that feedback is useful, user-friendly, and used... 57 Analysing free-form responses...57 Analysing numerical data ...59 Visual representations of feedback results...60 Reporting ...61 Framing recommendations...65 Chapter 8: Time to act... 67 Responding to feedback at the client level ...67 Setting firm strategy in the light of feedback comments received..68 Conclusions...71 Part Two: Case studies Case study 1: DLA Piper - International partner perspectives. 75 Case study 2: Ashurst - Responsive client service... 83 Case study 3: CMS Cameron McKenna - Applied intelligence ... 87 Case study 4: K&L GATES LLP - Beyond client listening... 93 Case Study 5: KPMG - Feedback that adds up: Lessons from accountancy... 97 Part Three: Appendices Appendix 1: Planner... 103 Appendix 2: Comparing methodologies... 105 Appendix 3: Invitation... 107 Appendix 4: Discussion guide... 109