We spoke with Steve Tyndall to discuss how law firms use digital client data to support business development efforts and enhance client relationships.

Steve has previously led the IT function for national law firms Lander & Rogers and McCullough Robertson in Australia. Ahead of founding Client Sense, Steve was the Managing Director of NextLegal, a legal technology consulting firm, providing legal technology strategy and advice to law firms.

Steve has a strong IT background, but believes strongly that technology itself is of little value if it is not solving real problems or creating real opportunities.

Discussion Content:

IntroductionsReasons CRM systems fail in law firmsCan data really tell the whole story?The key metric to measure and focus onHow the BD teams can support lawyers to follow up with clientsFrequency of communicationAdvice for people analyzing client relationships

Get in touch with Steve on LinkedIn: https://www.linkedin.com/in/steventyn…

Visit his company’s website at: https://clientsense.com/

We interviewed Mark Gustavsson, an Australian lawyer who recently put his very first paid webinar. The interview covers Mark’s motivations for doing a webinar, how he went about setting the price and collecting payment, and what he will do differently for his next webinar.

You can get in touch with Mark on LinkedIn at: https://www.linkedin.com/in/markgusta…

We spoke with Camila Reyes about the issue of diversity & inclusion in law firms. In this session, we discuss Camila’s transition from Australia to Chile, issues female lawyers still face in South America, and steps firms can take to become more diverse and inclusive.

Camila is an intellectual property lawyer and entrepreneur who has worked in the legal industry in both Australia and Chile for over 10 years. She is now the CEO of Levo Legal, a Chilean-based firm dedicated to the protection of creative and digital assets.

Interview Covers

Difference working in Australia vs ChileMaternity leave differencesFemale leadership in LATAM4 steps to promote diversity & inclusion

Listen to the full session on our website covering:

Flextime in LATAM firmsInsourcing lawyersClients who discriminate against women lawyersFeaturing women lawyers in marketingPromoting LGBTQ lawyersNetworking issuesLaw school & ethics trainingBar association involvement

We spoke with Carl White about how BD and marketing teams can help transform their firm’s client experience. In this session, we identified some proven tips and tools that keep clients happy and improve referrals.

Carl is the founder of CXINLAW, a consultancy that specializes in client and customer experience development within the legal sector. He is also a Director at PWC Newlaw and Distinguished Fellow at the Centre for Legal Innovation, College of Law (Australia).

Download the CXINLAW report: First Impressions Convert: Increasing Profitability from the First Touchpoint

Interview Covers

What is client experience?When do firms ask for help?BD Teams getting startedMapping the client's journeyCommon issues at first contactHow to make changes stick

Roundtable Session Covers

Dealing with sensitivitiesWhat the mystery shopping process looks likeCommon ways firms drop the ballWays lawyers can improve the first interactionWhy BD teams should be in client intro meetingsClient experience after you've billedMotivating lawyers to focus on client experienceMapping the client journeyTips for improving the billing processNo 1 thing firms are doing wrong

We spoke with Zac Robinson about how he helped his law firm successfully implement a complete brand refresh. We’ll discuss the lessons he learned during each stage of the rollout, unforeseen challenges, and the small things you may forget if you’re about to take this on at your firm.

Zac is the Marketing and Business Development Manager at Tilleke & Gibbins, a Southeast Asia-based law firm. He focuses on business strategy and sustainable law firm growth in emerging and frontier markets—currently, Cambodia, Laos, Indonesia, Myanmar, Thailand, and Vietnam.

Interview Covers

Why now? Triggers for a branding refreshWorking team arrangement & communicationApproving design ideasUpdating other parts of the brand identityTips for those just startingRollout campaign (during a pandemic)Advice for BD teams

Roundtable Session Covers

Client experiences with the refreshUsing staff in photosBrand guidelines & trainingTips for finding website designersCreating an RFPProject management systemsManaging dissenting partnersItems dropped in the refresh

We spoke with David Sayce about how to know when you need a website update, preparing for a new website, and website migrations.

Hear how slightly delaying your web build might just be the thing that means it gets delivered right, on time, first time.

David is a digital marketing consultant with 20 years of experience in everything from customer insights and brand awareness through to lead generation and conversation rate optimisation.

He is now Digital Marketing Director at Paper Gecko, which helps businesses and professionals take control of their digital presence and present themselves in a way that inspires, impresses, and builds confidence in their products, and services.

Interview Covers

Changes in law firm digital marketingWhen is the right time to build a new siteTypical timelines for website buildWhat good planning looks likeGetting everyone on the same pageHiring digital marketersTriggers for needing a new websiteNew trends comingForward planningCommon mistakesWaterfall vs agile planning

We spoke with Neha Kashyap about pitching tips and best practices. In this session, we explore how the pitching process has evolved, the right way to position your firm to clients, and how the BD department can help lawyers increase their win rates.

With over a decade of experience in the legal professional services industry, Neha specializes in strategic business development. She thrives on delivering innovative BD, marketing, communications, and training initiatives that build a profile, deepen relationships and generate profitable revenues. From working as in-house BD head of a top-tier firm in India to running her own enterprise The Grey Matter, Neha has come a long way.

Interview Covers

RFPs and how to approach themChange in RFPs and how firms are adaptingTop tips for preparing a proposalDifferences in pitching in a firm vs an agencyGender issues in BD

Roundtable Session Covers

Getting lawyers to use innovative fee structuresHow to reach out to clients for workLinkedIn and virtual networkingPitching structures/outlinesOfficial engagement procedure and onboardingTechnology and systems for managing credentialsOne big client vs multiple smaller clients

Connect with Neha Kashyap on LinkedIn at: https://www.linkedin.com/in/nehakashyap1/

Appointing a PR agency can represent a significant investment for a firm, and ensuring it is a successful relationship will involve time, effort and energy from both parties.

We spoke with Matt Baldwin about ‘how to successfully appoint a PR agency and how to make a success of the relationship when you have’. This discussion explores the questions a firm should ask itself when looking to appoint an external PR agency, the questions they should be asking proposed agencies, and best practice in making that relationship work.

Matt is a specialist in PR strategy, media relations, crisis management and marketing communications. For the past 20 years Matt has worked with the legal profession – a period that has seen dramatic change and consolidation. He has held senior in-house communications and business development roles in some of the country’s largest law firms, before establishing Coast with his partner in 2003.

Interview covers

Why do law firms work for external PR agencies?What prompts a firm to use a PR agency?The briefing processHiring a PR agencyThe onboarding processFollow through and maintaining activity levelsIdeal contract lengthsWhat to do if things don’t work out?

Connect with Matt on LinkedIn or check out his agency, Coast.

We spoke with Dennis De Rond about how to keep your firm’s brand relevant to be successful. In this session, we cover the basics of branding, relevance, and maintenance.

Dennis de Rond is the founder of the award-winning brand agency Skyne based in Dubai, Abu Dhabi, Saudi Arabia and The Netherlands and is the expert on anything related to brands.

Interview Covers

What is a brand and why it is important?History of brands and brandingDifference between logos and brandsKeeping your brand relevantMaking your brand stand outBrand refresh process

Roundtable Session Covers

How do you build the culture within a brand?How to tie in CSR initiatives into your brand?

We spoke with Lara Quie about how BD teams can work better with their lawyers. Lara helps us understand the lawyer mindset, why friction can occur, and what BD teams can do to help foster deeper collaboration.

Lara is a trained lawyer who reinvented herself as a business development professional working for Winston & Strawn LLP and Jones Day LLP. In Singapore, Lara has been the Head of Business Development, Asia Pacific for Duane Morris & Selvam LLP.

Following a life event, Lara decided to focus on her passion for helping others be their best and became a certified executive coach. She recently launched a boutique executive coaching and business advisory called Lara Q Associates.

She now coaches lawyers and BD/marketing professionals on positive transformation and provides soft skills training and facilitation.

Interview Covers

Understanding lawyer personality traits How can BD teams work better with lawyers Dealing with the urgency trait Managing directory submission deadlines Developing relationships with lawyers

Roundtable Session Covers

Differences between Western and Asian lawyers Difference between lawyers in private practice and in-house Getting buy-in with pilot programs Managing deadlines Prioritizing tasks and time commitments Tips for managing stress Tips for new BD professionals