Client segmentation in the law business

As a rule, lawyers assume that their clients’ requirements and expectations elude standardisation. They believe that each client has to be treated individually in every respect: ...
Kundenzufriedenheit

The client, the unknown entity – understanding client requirements

The second article in my series "Client orientation in law firms" deals with the expectations of our clients. Studies show that not only the legal quality of our services plays a ...
Portrait Prof. Dr. Bruno Mascello

New video series (vlog) about topics related to Legal Management (“B1 series”)

The legal market is constantly changing. All legal service providers – be it law firms, legal departments or alternative legal service providers – are equally affected by ...
Father and son working under broken car together. source: istockphoto

What shall I do if LegalTech goes mainstream in the enterprise legal services market?

For the past decade we have heard that LegalTech will reshape - or more sensationally revolutionise - the way legal services are procured, priced, executed and evaluated by ...
open

Customer focus – the basics of customer care in law firms

Every law firm would assert that its focus is on its clients. If we put this claim to an acid test, it often turns out to be pretty hollow. More likely, clients are the means for ...
Compliance Concept with Wooden Blocks

Effective compliance is contingent on the knowledge of the applicable rules. But is that all?

Prof. Dr. Bruno Mascello speaks about the successful implementation of compliance. But what exactly does this mean? What do we have to bear in mind, and how do I communicate the ...