Client Experience Management CEM – Two research reports

Posted on: April 25, 2017

This post contains summaries of two research reports on Client Experience Management CEM – one focusing on law firms and the legal market and the other of B2B customer experience – where the legal sector is considered – as a comparison. The unbalanced scorecard – How firms profit by recalibrating service performance and value for […]

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Technology update for law firms and cybercrime insights from The Law Society Law Management Conference 2017

Posted on: April 25, 2017 Private client lawyers

I recently attended The Law Society’s Law Management Section conference (#LMSConf2017 https://events.lawsociety.org.uk/ClientApps/Silverbear.Web.EDMS/public/default.aspx?tabId=37&id=1428&orgId=1&guid=1155d437-8a7a-467d-87cf-2c38cfd6fbe3) There were lots of excellent presentations and this blog (one of three) summarises the technology update for law firms and cybercrime insights. Technology overview Jeremy Hopkins of Clerkingwell Consulting (Twitter: @JezHop) – who has worked with barristers for many years and helped ABS […]

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Legal marketing case studies – Digital marketing at The Law Society Law Management Conference 2017

Posted on: April 25, 2017 Private client lawyers

I recently attended The Law Society’s Law Management Section conference (#LMSConf2017 https://events.lawsociety.org.uk/ClientApps/Silverbear.Web.EDMS/public/default.aspx?tabId=37&id=1428&orgId=1&guid=1155d437-8a7a-467d-87cf-2c38cfd6fbe3) There were lots of excellent presentations and this blog (one of three) summarises the information relating to legal marketing case studies. The Law Society At the start of the conference Robert Bourns, President of The Law Society, mentioned that The Law Society’s campaign […]

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Driving change in professional practices – the interesting bits?

Posted on: February 3, 2017 Driving change in professional practices

Our workshop on driving change in professional practices proved to be an intense and challenging day learning about psychology, leadership and change management. Delegates worked on their plans for achieving desired changes in themselves, their teams and their firms. Here are some of the highlights from the delegates’ perspective. The challenge of personal change Drawing […]

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Book review – Making sense of change management: A complete guide to the models, tools and techniques of organisational change by Esther Cameron and Mike Green

Posted on: January 15, 2017 Change management and organisational change

I’ve reviewed many books on change management (see the related blogs list below) but this one is a sure-fire winner if it’s a major area of interest to you. There are 450 pages of counselling, occupational psychology, consulting, organisational development, leadership and change management theories and tools – it’s a fantastic reference. Like much of […]

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