Presented By:Presented By:
Tarunjeet Singh, Senior Attorney– Draft n Craft
Sagar Pratap Singh, Business Development – Draf...
Skills Of AttorneySkills Of Attorney
Performance Byy
Attorney
Satisfaction of
Client
Willi fWillingness of
Client
Copyrigh...
Client Retention a Real Dilemma forClient Retention a Real Dilemma for
You..???You..???You..???You..???
As a professional,...
WHO is representing me?WHO is representing me?
WHAT would I expect?
What’s there for me?
QualityQuality
Competitive Price
...
9,000+ law firms in England and Wales
15% to 20% law firms in serious financial
difficulties and on the verge on
insolvenc...
WHAT are you going to ensure
WHEN are you going to ensureWHEN are you going to ensure
HOW are you going to ensure
Copyrigh...
CUSTOMERS = CLIENTS
Customers are served by processesy p
85% of customer related problems are
caused by professionals/orga...
- Clients seek to maximize value by:Clients seek to maximize value by:
ESTIMATING which lawyer/firm delivers the
t lmost v...
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 a...
STEP 1:
Ask
STEP 2:
Evaluate
STEP 5:
ACT
STEP 3:
Stimulate
STEP 4:
Reward
Copyright © 2012 Draft n Craft Legal Outsourcing...
FIVE Client Retention Strategies:
Segment existing clients
Interview “must-have” clients
Create a unique “value-add” strat...
Understand & Involve the CustomerUnderstand & Involve the Customer
Focus on Key Problems
Select the Right Change Leader
Se...
Approx 84% of professionals/
organisations uses client retentionorganisations uses client retention
marketing strategies.....
Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
Small changes do increase client
satisfactionsatisfaction
Satisfied clients are more likelySatisfied clients are more like...
Keep measuring andKeep measuring and
studying the results
until you reach your
bj ti d iobjectives and improve
as much as ...
Ask
Question..
Ask
Question..Question..Question..
Draft n Craft Legal Outsourcing Pvt. Ltd.
Website: www.draftncraft.com
D...
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Clientretentionadilemma19junewebinarfinal 13468883786428-phpapp01-120905184107-phpapp01

  1. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 14. Copyright © 2012 Draft n Craft Legal Outsourcing Pvt. Ltd.
  15. 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. 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. 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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