Today’s client is sophisticated. They have high standards, good working knowledge of the legal services they require, and in-house capabilities like never before. They expect partnership and shared insight, not a wizard attorney who works behind a curtain.
This is a positive development. It drives innovation and cooperation, ultimately pushing the effectiveness of legal teams to new heights. But it is no small feat to meet these demands. Often, the burden of accelerating a firm’s capabilities in areas that are ripe for innovation—including e-discovery—lands largely on litigation support teams.
At Relativity Fest 2020, we wanted to help these teams take control of their client service strategy and deliver truly exceptional results. David Disch, a customer success manager at Relativity, moderated the session “Exceptional Client Service in e-Discovery: How to Improve Your Game, Regardless of Job Title.” He was joined by McDermott Will & Emery’s Martha Louks and Alex Godofsky, the firm’s Director of Technology Services and Discovery Consultant, respectively.
Martha and Alex emphasized a few critical considerations for crafting better client service, including recognizing external and internal clients, effective communication tactics, and anticipating needs rather than responding to requests.
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