Deborah McMurray, CEO + Strategy Architect of Content Pilot, is presenting “LMA’s Next Big Thing: Service Metamorphosis — Driving Performance Improvement”
2019 LMA Annual Conference, Atlanta
Tuesday, April 9, 2019
11:15 a.m. – 12:15 p.m.
“Service” has been talked about for more than 30 years. And, if we are honest, our profession should receive an “F” for its efforts. The law firm’s historic culture and structure make measurable, firmwide improvement slow at best and impossible at worst.
Hear from two CMOs whose law firms are well on their way on the service continuum, plus strategies and tactics to help law firms of any size. There are four stages of performance (and you can start where your firm is) similar to the metamorphosis of the egg into the butterfly. These correspond to the objectives for this session. You will learn:
Stage One — Egg: Learn how to design a new beginning in the client/lawyer relationship, which easily scales to the size of the firm.
Stage Two — Caterpillar: Learn how to identify the action that needs to be designed by the law firm. Learn how to hold conversations that uncover the relationship strategy and the “how” elements that will drive performance improvement.
Stage Three — Chrysalis: Learn how to set a clear vision of the desired relationship and performance improvement goals. Lawyers are accountable for measurable outcomes and ensuring that the needle is moving.
Stage Four — Adult: Learn what it looks like when clients and lawyers are thriving together.
Deborah will co-present with Melanie Green, Chief Client Development Officer at Faegre Baker Daniels LLP, Terra M. Liddell, Chief Marketing Officer at Finnegan, Henderson, Farabow, Garrett & Dunner, LLP and Douglas B. Tumminello, Esq, a partner with Lewis Roca Rothgerber Christie LLP.