Client service is a relevant topic for today’s law firms of all sizes. We are in an unprecedented competitive environment. Clients are increasingly critical of law firm services, pricing models, costs, and quality. The industry is witnessing extraordinary changes, with business clients shifting work away from top-tier firms to smaller ones, using legal process outsourcers, and keeping more work in-house—all in an effort to control costs. These industry trends are important for all law firms to consider, and they make it crucial for law firms to seek strategies to improve service quality.
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