#ClioWeb

Client (Centric) Portals

Joshua LenonLawyer in Residence

Clio

#ClioWeb

Trusted Advisor

#ClioWeb

Trusted Relationships

• Less fee resistance• More future work• More referrals to new clients• Effective and harmonious work relationships with the

clients.

#ClioWeb

Transactional vs. Relationship

Transactional

• Prevail over all• Impersonal, detached• Short-term benefit• Them• Opponents

Relationship

• Preserve relationships• Give and be helpful• Commitment• Us• Understand the other side

Source:.“Do.You.Really.Want.Relationships?”.by.David.Maister 2005

#ClioWeb

It’s the difference between a one night stand and romance.

#ClioWeb

Transactions are common because they involve less hard work and

demand fewer skills.

#ClioWeb

Listening to Clients = Revenue

Law firms whose clients see them as being best in client service enjoy:• 30% higher profitability • 7% rate premiums across all staff levels • 35% higher client retention

Source:.BTI.Consulting.Group,.“Client.Service.Leaders.Boxing.Out.the.Competition,”.02/27/2013

#ClioWeb

Mitch Jackson’s Tips

• Connect with clients where they already operate• Use tools to be available 24/7– Client portals– Secure messaging–Website chat– Telephone answering service

• Use the web to provide value

Source:.“How.to.Stay.Digitally.Relevant,.Raise.the.Bar,.and.Give.Your.Clients.an.Exceptional.Experience!”.Law.Technology.Today,.03/19/2014

#ClioWeb

Leveraging TechnologyHave multiple communication channels.

Software and hardware should work together.

#ClioWeb

#ClioWeb

Client Portal Sharing

#ClioWeb