Conscious Solutions Client Conference What to do about ABS? “ Opportunities presented by the impending changes in the legal market.”. Presented by Allan Carton Inpractice UK Limited www.inpractice.co.uk/blog May 2010. Allan Carton Director of Inpractice UK 18 years consultancy
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Conscious Solutions Client ConferenceWhat to do about ABS?“Opportunities presented by the impending changes in the legal market.”
Inpractice UK Limited
Director of Inpractice UK
18 years consultancy
10 years solicitor in practice
MBA (Manchester Business School – NOT LEGAL!)
Changing lawyers mindsets
New business strategies
“Client experience” and relationship management.
Marketing, market research - law firms & legal sector
Fee earner technology strategies and technology led legal services
Articles & Publications
Gazette, Local Law Societies, LMS, SCL, Delia Venables, Lexis Nexis and others.
New Horizons for Lawyers and Legal Service Providers, CRM for Microsoft..
Messrs Gulliford & Ryan
Legal service businesses
will survive and thrive
More variety, different to work in
Fewer firms – maybe more outlets
Volume, Niche, Virtual
One-stop shops (the MDP ABS) – find partners now
Better for clients
With some compromises
Maybe no need to be a lawyer at all!
An opportunity to initiate change - do business better and smarter!
Maybe ... change your structure to open up opportunities
Vested conflicting interests
Succession ….practical issues
But these are just vehicles.
Like IT, you have to use them effectively
Outcomes basis of regulation
Potential for external investment to improve
Flexibility of ownership – new skills, wider range of services.
Non legal stakeholders
Supermarkets, banks and other non-legal firms running legal practices
Only licensed if providing reserved activities; traditional legal practice ALL regulated.
Potential conflicts of interest e.g. insurers
Why did we get here?
What has to change …. whatever
Regional variations but:
Source: MoJ Baseline survey to assess the
impact of legal services reform, March 2010
What do we do to capitalise on this?
What has to change …. whatever
First-time Client - Client makes first purchase
Advocate - Client generates additional referral dollars
Majority Client - Client selects your company as supplier of choice
Suspect - could the Client fit the target market profile?
Loyal Client - Client is resistant to switching suppliers; strong positive attitude to your company
Repeat Client - Client makes additional purchases
Prospect - Client fits the profile and is being approached for the first time
Acquisition Role: Finding and winning the right Clients. Marketing & Sales Activity
Retention Role: Keeping the right Clients. Client Service/Service Delivery
Development Role: Growing the value of the right Clients. Up-selling, Cross-selling & Down-selling
Building Client Relationships - Roles
QuestionsAllan Carton firstname.lastname@example.orgTel: +44 (0) 161 929 8355