bti client service all-stars 2014

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BTI Client Service All-Stars 2014PAGE 1

Inside You Will Find

The Making of an All-Star: Defining Client Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2

About BTI Client Service All-Stars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Cultivating Client Service Success: Law Firms Home to Multiple BTI Client Service All-Stars . . . 7

The BTI Client Service All-Stars 2014 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

The BTI Client Service Super All-Stars . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

The BTI Client Service All-Star MVPs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

The Full Team: BTI Client Service All-Stars 2014 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

BTI’s Methodology and Approach: Explanation of Rankings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

Additional BTI Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .50

Terms of Use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51

Executive Summary

330 innovative attorneys are leveraging market changes to stand out with corporate

counsel and deliver superior client service. Corporate counsel distinguish these

attorneys as the BTI Client Service All-Stars. This elite group of standout attorneys—

identified solely through unprompted client feedback—are recognized as delivering

the absolute best client service.

No attorney can lobby to be added to the list, self-submit nominations or provide

corporate counsel names to be interviewed. The only way to become a BTI Client

Service All-Star is for corporate counsel to single out an attorney for a client service

performance exceeding all others.

The BTI Client Service All-Stars 2014




Executive SummaryEmbracing changes in client needs and goals is a critical component in delivering superior client service. Knowing what clients are seeking and acting on it gets you a step ahead.

330 individual attorneys are a step ahead of the competition for superior client service. BTI welcomes the new BTI Client Service All-Stars for 2014. BTI’s 13th annual survey uncovered 2 record-setting performances:

y Morgan Lewis sets a new All-Star record for being home to 10 BTI Client Service All-Stars in 1 year

y H. Rodgin Cohen of Sullivan & Cromwell marks a record-setting 12th appearance as a BTI Client Service All-Star

This year, 56 attorneys return to the BTI Client Service All-Stars for 2 or more years in a row— proving their ongoing client service excellence. 4 attorneys earn nominations from multiple clients—demonstrating the depth and breadth of their client service prowess.

The Making of an All-Star: Defining Client ServiceBTI, in its 13th year of conducting the most in-depth independent interviews with corporate counsel, uncovered a change in the factors driving superior client service. Our new research reveals innovation as a new driver behind super client service. Clients recognize those rare attorneys looking outside the box.

Overall, 6 key factors drive exceptional client service in 2014:

1. Client Focus

2. Innovative Thought Leader

3. Exceptional Understanding of the Client’s Business

4. Legal Skills

5. Outsized Value

6. Outstanding Results



The BTI Client Service All-Stars 2014Client Focus

More than half of the attorneys earn their nomination to the 2014 BTI Client Service All-Stars due to their superior client focus. Corporate counsel consider 5 significant attributes important to being exceptionally client focused:

y Putting the clients’ needs first

y Understanding clients’ legal and business objectives—and how legal advice impacts them

y Responsiveness

y Anticipating the needs of clients—and proactively solving or preventing issues

y Achieving the clients’ targeted goals

Tools to Deliver Exceptional Client Focus:

y Listen, Listen, Listen

- Being tuned-in to what your clients are saying allows you to provide targeted, specific legal advice which truly meets your clients’ objectives

Client Focus 54.1%

Exceptional Understanding of the Client’s Business 13.4%

Outsized Value 3.6%

Legal Skills 11.3%

Outstanding Results 2.7%

Innovative Thought Leader 14.9%



The BTI Client Service All-Stars 2014Innovative Thought Leader

New in 2104, being an innovative thought leader is a fast-growing factor driving corporate counsel’s perceptions of client service. Clients value attorneys who demonstrate their creativity and flexibility in how they approach legal services. Whether it’s new billing methods, new approaches to communication, new deal structures or forward-thinking strategies, clients see innovative and strategic prowess as superior client service.

Nearly 15% of attorneys earn their nomination to the BTI Client Service All-Stars 2014 based on their inventive and resourceful tactics.

Tools to Demonstrate Innovative Thought-Leadership:

y Innovative strategies are bold, forward-thinking solutions to clients’ needs:

- Discuss alternative fee arrangements and billing options with clients

- Arm clients with information and tools to address unmet needs

êRisk mitigation tactics

êChecklists to assess regulatory compliance

êStrategies to manage and avoid litigation

êNew deal structures for transactions

êChanges in licensing agreements to increase revenue while giving licensees more flexibility

Exceptional Understanding of the Client’s Business

13.4% of corporate counsel nominations to the BTI Client Service All-Stars 2014 are driven by a profound knowledge of a client’s industry and related market trends. The attorneys recognized for their exceptional understanding of a client’s business are able to leverage this knowledge into strategic, context-driven legal counsel which they share with their clients on a regular basis.

Tools to Deliver a Keen Understanding of the Client’s Business:

y Immerse yourself in your client’s business to deliver tailored, strategic advice

- Be aware of industry dynamics

- Understand impacts of decisions on operational processes

- Ensure advice is aligned with organizational culture

- Provide insight into business-specific risks



The BTI Client Service All-Stars 2014Legal Skills

Legal skills are an absolute expectation of attorneys by corporate counsel; however, some attorneys take their expertise above and beyond the call of duty. 11.3% of attorneys secure recognition on the BTI Client Service All-Stars 2014 for providing clients with tremendous depth and breadth of knowledge.

Outsized Value

Corporate counsel perceive value when final delivery outshines what was expected. Additionally, it aids corporate counsel in justifying cost-effectiveness. A handful of attorneys, 3.6%, earn their nomination by surpassing value expectations consistently.

Tools to Delivering Efficient, Value-Added Service:

y Communicate outcomes in client-friendly terms:

- Time saved

- Costs avoided

- Better outcomes than expected

Outstanding Results

Receiving superior results is always a top concern for clients, but rarely are they a true differentiator. The 2.7% of attorneys who earn recognition through their delivery of outstanding results are the surefire solutions risk-averse corporate counsel can rely on in difficult situations.




About The BTI Client Service All-StarsThe BTI Client Service All-Stars 2014 is comprised of 330 attorneys who world-leading corporate counsel recognize as client service leaders. BTI asks General Counsel and their direct reports to name—unprompted—which attorneys drive superior client relationships. BTI draws on these in-depth telephone interviews to create the BTI Client Service All-Stars 2014.

0 80 160 240 320

Individual Lawyers Nominated2 or More Years in a Row—MVPs

Individual LawyersNominated More than Once

Law Firms withMore than 1 Nominee

Law Firms Nominated

Individual Lawyers Nominated

Total Nominations 334

330

187

67

4

56

400




Explanation of Rankings: BTI’s Methodology and ApproachBTI’s analysis for the BTI Client Service All-Stars 2014 draws on candid feedback from corporate counsel at the world’s largest organizations. BTI asks General Counsel and their direct reports to delineate, unprompted, the attorneys who drive superior client relationships. These in-depth telephone interviews determine precisely which attorneys top the charts in client service excellence.

Inclusion in this exclusive report is driven solely by direct feedback from corporate counsel. Law firms and their attorneys have no influence on these rankings.

This comprehensive analysis trends data from more than 3,700 corporate counsel client interviews conducted over the span of 13 years. This year, BTI interviewed nearly 300 corporate counsel from large and Fortune 1000 companies to probe at all aspects of client relationships. Our interviews were conducted between March 11 and July 22, 2013. The interviews represent:

y Global 500, Fortune 1000 and top-spending organizations

– Average revenue of $16.4 billion

– Median revenue of $4.1 billion

y More than 15 industries, including:

– Banking – Chemicals – Consumer Goods – Energy – Financial Services – High Tech – Insurance – Investment Banks – Manufacturing – Pharmaceuticals – Professional Services – Retail Trade – Telecommunications – Transportation – Wholesale Trade

y Top legal executives

– 46.8% of interviews with General Counsel and Chief Legal Officers

– 44.3% of interviews with direct reports to General Counsel




Key Services to Help Our ClientsClient Research

BTI’s client-specific custom research is proven to drive substantial growth with existing clients and improve client retention while increasing hourly rates.

Clients use BTI’s fact-based approach and powerful road maps to drive change, create urgency, substantially boost performance and generate enthusiasm for client service.

More than 70 of the 100 largest law firms use BTI’s services and research to:

y Implement robust client feedback programs

y Assess brand awareness and market positioning

y Target market opportunities

y Establish best practices and benchmarks to drive performance

We speak to your clients—the ones who know you best—giving you an unparalleled ability to pinpoint firm strengths and weaknesses and spot missed opportunities.

BTI is the leading provider of strategic research to the legal community—performing more market research about law firms than virtually anyone. Our in-depth research on the legal services market gives you exclusive access to client spending patterns, market trends, law firm management strategies and much more.

BTI has helped more than 200 law firms and professional services firms boost client service through compelling research and advice. We conduct the only continuous benchmarking study of client expectations and needs in the legal services industry, now in its 13th year.




Key Services to Help Our ClientsBTI performs a broad range of services for its clients, including:

Client Feedback Research

y High-impact Custom Client Feedback

y In-depth Telephone Interviews

y Deep-dive In-person Interviews

y Far-reaching Online Surveys

y Market Awareness and Brand Health

y Client Development Research

y Client Satisfaction Surveys

y Best Practices for Superior Client Service

y Private Briefings on Market Trends

Consulting

y Design and develop high-impact client service initiatives

y Craft innovative yet proven tactics to generate substantial new business with the best clients

y Orchestrate client-centric strategic plans

y BTI Client Focus Boot Camp designed for partners

y Garnering premium rates by articulating superior value

Client Insight Briefings BTI also offers private briefings both in person and via the web. Chock full of client-based insights, perspectives and facts, BTI briefings draw from our research, experience and other resources to provide provocative, constructive intelligence to help you boost client satisfaction, increase client retention and improve your performance. We can tailor our briefing to include specific feedback on your firm.

Please call Michael B. Rynowecer at +1 508 651 5048 to learn more about BTI’s custom research and services, or to schedule your firm’s Client Insight Briefing.




Additional Insights from BTI Publications

BTI Client Service A-Team 2014: Survey of Law Firm Client Service Performance

17 activities drive superior client relationships. 4 matter most. Discover how clients rate more than 330 law firms—by name—in these key activities, including Client Focus, Commitment to Help, Legal Skills and Provides Value for the Dollar. Learn which firms rank best, The BTI Client Service 30. www.bticlientserviceateam.com

BTI Premium Practices Forecast 2014: Survey of Corporate Legal Spending

Discover what’s in store for the 2014 legal market: which practices are on the rise, which industries are planning for more new matters and exactly what clients are looking for from the law firms they choose to represent them. Based on 300 one-on-one interviews with large corporate clients, founded in over 13 years of key trends and replete with over 32 practice-specific recommendations for driving business. www.btipremiumpractices.com

BTI Litigation Outlook 2014: Changes, Trends and Opportunities for Law Firms

Delve into the world of Litigation with a comprehensive, high-impact analysis of client spending, buying habits and opinions on over 240 law firms—by name. The only fact-based tool based exclusively on 300 one-on-one interviews with corporate counsel. Proven to boost ROI on business development efforts. Get your copy of the BTI Litigation Outlook 2014 today. www.btilitigationoutlook.com

BTI Brand Elite 2013: Client Perceptions of the Best-Branded Law Firms

More than 3,400 in-depth interviews with corporate counsel reveal 9 distinct dimensions of law firm brand drive client selection and hiring—and are proven to generate new business and higher profits. The BTI Brand Elite delineates exactly how clients perceive nearly 400 law firms and which 18 enjoy the best brand image in the eyes of clients. www.btibrandelite.com

You can order these and other compelling BTI research or publications at www.bticonsulting.com.




Terms of Use

This copy of BTI Client Service All-Stars 2014 is licensed to you for private, noncommercial use for internal, company purposes. No portion of this information may be copied or transmitted in any form, shape or manner without the prior written consent of The BTI Consulting Group, Inc., of Wellesley, MA. Any violation of this license may be punishable by applicable federal statutes and subject the user to additional and compensatory licensing fees. Copyright ©The BTI Consulting Group, Inc., 2014.

Address any questions to:The BTI Consulting Group, Inc.396 Washington Street, Suite 314Wellesley, MA 02481+1 617 439 0333