Strategic Client Management

 

 

Nurture longer-term and more profitable relationships

A substantial body of research and case studies strongly support the value of strategic client management as an approach to enhance the financial performance and sustainability of law firms.

The goal of strategic client management is to institutionalize key clients by being more intentional in all aspects of client service – which goes well beyond the expert practice of law. That said, there is a great deal of variation in how strategic client management efforts are implemented.  This gives firms the flexibility to fashion programs best suited to their needs, capabilities and aspirations. 

A couple of elements are foundational, such as client feedback and annual client service plans, but much more important is an attitudinal shift to (true) client-centeredness.  This may be best represented in the pivot from cross-selling to cross-serving.  More than a semantics, the key difference is that cross-serving starts with the clients’ needs; cross-selling starts with the firm’s wants.  Cross-selling is all about wanting the client to “buy” what your firm has to offer. Cross-serving, on the other hand, starts with a clear, deep understanding of the client’s business and their priorities –  and how those meaningfully intersect with what your firm can provide.   This will allow for the development of a sound, solutions-oriented business proposal; serving the client; not selling.

There are specific steps firms can take to build more robust, enduring relationships and we’d welcome the opportunity to discuss what’s right for your firm.

If you still fear that the concept of Strategic Client Management is mysterious, may we hasten to assure you that it’s not in the least. We’ve prepared a quick presentation outlining the key components, which shows how simple it can be (simpler than practicing law!). Download your free copy here.

 

Publications

Contact

Bruce MacEwen, President
Email
direct: +1.212.866.4800
mobile: .+1.212.866.2630
New York

Janet Stanton, Partner
Email
direct: +1.212.866.4270
New York

Sign-up for email

Be the first to learn of
Adam Smith, Esq. invitation-only events, surveys, and reports.

X

Sign-up for email

Be the first to learn of Adam Smith, Esq. invitation-only events, surveys, and reports.





Get Our Latest Articles Delivered to Your Inbox

Like having coffee with Adam Smith, Esq. in the morning (coffee not included).

Oops, we need this information
Oops, we need this information
Oops, we need this information

Thanks and a hearty virtual handshake from the team at Adam Smith, Esq.; we’re glad you opted to hear from us.

What you can expect from us:

  • an email whenever we publish a new article;
  • respect and affection for our loyal readers. This means we’ll exercise the strictest discretion with your contact info; we will never release it outside our firm under any circumstances, not for love and not for money. And we ourselves will email you about a new article and only about a new article.

Welcome onboard! If you like what you read, tell your friends, and if you don’t, tell us.

PS: You know where to find us so we invite you to make this a two-way conversation; if you have an idea or suggestion for something you’d like us to discuss, drop it in our inbox. No promises that we’ll write about it, but we will faithfully promise to read your thoughts carefully.