The Case for Client Satisfaction

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As the economy continues to contract, professional service firms are working harder than ever to compete for a smaller number of new projects, cases and matters, clients are clamping down on budgets, and savvy service firms are deploying every tool in their arsenal (and upping their marketing budgets) to capture new business and position themselves for the eventual economic uptick.

According to new research, nearly two-thirds of law firm marketing officers rate client interviews and surveys as “extremely effective” or “very effective” business development strategies. These statistics were presented by Incisive Media’s ALM Research at the 2008 Chief Marketing Officers’ Forum in New York.

By investing time and effort into client satisfaction analysis, law firms can prevent defections, generate new business, capture higher fees and minimize fee discounting. In today’s volatile economy, these goals are more important than ever before.

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DISCLAIMER: Because of the generality of this update, the information provided herein may not be applicable in all situations and should not be acted upon without specific legal advice based on particular situations.

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