CI’s Role in Using Client Feedback Initiatives to Gain a Competitive Advantage

Sponsored by: Competitive Intelligence SIG
Domain: Client Services
BoK Competencies: Internal Client Communications and Feedback & External Client Communications and Feedback

Join the LMA CI SIG for an interactive discussion on leveraging client interview data for competitive advantage. Hear two firms share their story on building client feedback initiatives. During this program, you’ll learn how these firms maintain a pipeline of potential clients to target, develop custom research to prepare for interviews, and analyze data gained during the process to expand existing client relationships and win new business. SIG members and prospective members are encouraged to share their own real-life examples of successful uses for client interview data. This is a great chance to learn about processes taking place at other law firms, get ideas for your own program. We look forward to a collaborative and informative session.

What to Expect:

• Learn about Client Service Interviews and the process at two separate firms.
• See examples of research prepared for client interviews.
• Understand how to engage with the client interview process as a CI professional and how to bring value.

Learning Outcomes:

• Leverage internal data to determine the best candidates for client interviews.  
• Synthesize the correct intel to share for prepping attorneys and interviewers for the process. 
• Understand the role of internal data, external data and circumstantial data for client interview prep. 

Presenters:
Abby Bradfield, Director of Strategic and Market Intelligence, Jackson Lewis PC
Mike DeVivo, Senior Competitive Intelligence Manager, Foley Hoag