Table of Contents
Introduction
Superior Client Service a Competitive Advantage
About The BTI Client Service A-Team:
The Survey of Law Firm Client Service Performance
BTI's Methodology and Approach
17 Activities Driving Client Relationships
Client-Driven, Client-Defined Activities
Definitions of the 17 Activities
Superior Financial Rewards Activities: The Best Law Firms
Superior Financial Rewards: The 4 Most Strategic Activities
Client Focus: The Best Law Firms
Commitment to Help: The Best Law Firms
Understands the Client’s Business: The Best Law Firms
Provides Value for the Dollar: The Best Law Firms
Price of Admission Activities: The Best Law Firms
Price of Admission: Gets You in the Door
Keeps Clients Informed: The Best Law Firms
Legal Skills: The Best Law Firms
Quality Products: The Best Law Firms
Deals with Unexpected Changes: The Best Law Firms
Handles Problems: The Best Law Firms
Meets Scope and Budget: The Best Law Firms
Bolster the Case Activities: The Best Law Firms
Bolster the Case: Further Build Client Loyalty
Breadth of Services: The Best Law Firms
Helps Advise on Business Issues: The Best Law Firms
Regional Reputation: The Best Law Firms
Unprompted Communication: The Best Law Firms
Brings Together National Resources: The Best Law Firms
Calling Card Activities: The Best Law Firms
The Calling Cards: Boosting Business Development Opportunities
Anticipates the Client’s Needs: The Best Law Firms
Innovative Approach: The Best Law Firms
Which Law Firm Is Most Arrogant
Consistency in Most Arrogant Brand
The BTI Client Service 30
The BTI Client Service 30: Full-Size Chart
Raising the Client Service Standard
The BTI Client Service Hall of Fame 2012 Inductee
BTI Client Service Standouts
BTI Client Service Rookies of the Year
The BTI Client Service 30: Profiles
- Jones Day
- Bryan Cave
- Holland & Knight
- Foley & Lardner
- Alston & Bird
- Skadden, Arps, Slate, Meagher & Flom
- Baker & McKenzie
- Hunton & Williams
- Morgan Lewis
- Sidley Austin
- Fulbright & Jaworski
- DLA Piper
- Faegre & Benson
- Davis Polk & Wardwell
- Thompson Hine
- Reed Smith
- Sullivan & Cromwell
- Seyfarth Shaw
- Winston & Strawn
- Bracewell & Giuliani
- Weil, Gotshal & Manges
- Latham & Watkins
- Hogan Lovells
- Littler Mendelson
- Vinson & Elkins
- Polsinelli Shughart
- Thompson Coburn
- Bass, Berry & Sims
- SNR Denton
- McDermott Will & Emery
Performance Across the 17 Activities Driving Superior Client Relationships
2012 Performance Across the 17 Activities Driving Superior Client Relationships:
Law Firms Listed Alphabetically
Client Service Performance of the Am Law 200
Client Service Performance of the Am Law 200 for 2012
About The BTI Consulting Group, Inc.
Who We Are
Key Services to Help Our Clients
Additional Insights from BTI Publications