According to Susan, there is already a striking consensus among the customers of what they are looking to as the definition of value-based legal services. She first discussed pricing as an example that is always at the front of every value conversation. Perhaps surprisingly, “low price” comes as the very last one in the list of pricing preferences, where the key topics are transparency, predictability, and the results delivered for the cost. Then there are other key themes the customers also want to see in their legal services entity; e.g., project and process management, including knowledge building and people development, to increase efficiency and promoting smooth collaboration with the business; pragmatic leveraging of multi-disciplinary teams and technology for increased productivity – in general, managing the legal side of the business as the rest of the business is nowadays managed.
Only a couple of years ago I was on the other side of the table, a customer of legal services in a series of businesses, and I must say everything Susan said very strongly resonates with me – and I should believe, with any business decision-maker, everywhere. I and my Fondian colleagues have been very inspired by these messages, too, as we have built and continue developing our strategy and operations around these same customer expectations.