LMA Ted Talk – Customer Success in Legal
October 2016
Mark Medice
Intapp - Sr. Director, New Initiatives
[email protected]
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Jennifer Roberts
Intapp – Data Scientist, New Initiatives
[email protected]
For Internal Intapp Research Purposes Only – Not for Customer Presentation
© Intapp, Inc.
Embrace Client Experience
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For Internal Intapp Research Purposes Only – Not for Customer Presentation
© Intapp, Inc.
Client service design is one of the most difficult things to do
but produces extraordinary returns in the form of client
loyalty, growth and profitability.
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For Internal Intapp Research Purposes Only – Not for Customer Presentation
© Intapp, Inc.
“We see our customers as invited guests to a party, and we are
the hosts. It’s our job every day to make every important
aspect of the customer experience a little bit better.”
- Jeff Bezos
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For Internal Intapp Research Purposes Only – Not for Customer Presentation
© Intapp, Inc.
Service Design
A proactive effort to develop your product and service through the
client’s eyes in order to achieve high levels of satisfaction
Enjoyable
Easy
Meets Needs
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For Internal Intapp Research Purposes Only – Not for Customer Presentation
© Intapp, Inc.
3 Key Ideas
Journey Mapping
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Persona’s
Data-driven Decisions
For Internal Intapp Research Purposes Only – Not for Customer Presentation
© Intapp, Inc.
Consider the Client Journey
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Assessment Prior to Selection
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Managing the budget, business
Managing risk, compliance
Determining the approach to handling legal issues
Exploring procurement / value options / costs
Assessing partner law firms, lawyers
Developing the short list / panels
Achieving desirable onset pricing and TOBs
Agreeing to staffing, budgeting
Receiving appropriate communications
Receiving quality performance / outcomes
Observing my firm handle matter changes
Receiving reasonable clear compliant billing
Being given an chance to offer feedback
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Perceiving law firm brand value, reputation
Knowing which firms are expert for my industry, issues
Perceiving firm market motion, communication,
demonstrable value
Observing relevant firm exposure and presence
Between Matters
Matter/Panel Selection
Client Journey –
Driving for Success
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Post Matter
Assessing the results for outcome, rapport,
relationship comfort and cost
Anticipating using the providing firm again
Determining value and improvement
opportunities
For Internal Intapp Research Purposes Only – Not for Customer Presentation
© Intapp, Inc.
$825 billion
Revenue attributed to hotel
chains investing in CX
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For Internal Intapp Research Purposes Only – Not for Customer Presentation
© Intapp, Inc.
Client Service + Legal
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For Internal Intapp Research Purposes Only – Not for Customer Presentation
© Intapp, Inc.
Customer
Intelligence
Unified Client
View
Journey
Mapping
Customer Service
Design
Employee
Engagement
C-Level
Client
Feedback
(VOC, Postmatter, NPS)
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For Internal Intapp Research Purposes Only – Not for Customer Presentation
© Intapp, Inc.
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For Internal Intapp Research Purposes Only – Not for Customer Presentation
© Intapp, Inc.