Todd Burlingame, a client relations manager at Morrison & Foerster, explores what law firms are doing to improve client service
By Todd Burlingame, Client Relations Manager, Morrison & Foerster
Many law firms talk about client service, so we wanted to find out what firms were doing about it.
Earlier this year, we conducted a survey of law firms to learn more about the structure and prevalence of formal key client programmes (KCPs) with designated staff focused on building deeper relationships with strategically important clients.
Our own client relations group was created in 2008 to implement a KCP within the firm, so we were keen to find out how many firms have these programmes, how they are ...