It’s a given that the lifeblood of a successful firm or practice is clients. Yet traditionally, lawyers took their clients—especially long-term, loyal clients—for granted. It didn’t seem to matter in the old days when law firms had a monopoly on the practice of law. Today it matters because more legal services competitors, less demand for traditional work, and clients in the driver’s seat have made client retention a crucial differentiator in terms of firm profitability.
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