West LegalEdcenter® Webcast – Beyond Client Satisfaction: How to Achieve Client Loyalty and Competitive Advantage

Webcast: 04/15/2009 12:30 PM EDT

Ed Wertzberger, Managing Director of RevNew Group, and Paul Gladen, President of Muzeview, LLC, will explore the principles and practices that can move client relationships beyond client satisfaction to achieve client loyalty and competitive advantage. Ed will share the results of recent research gathered from over 130 providers and users of professional services that highlights the importance of different components of client relationship management. Paul will provide the latest market data and examples that show how law firms (and other professional advisors) use thought leadership and other communication techniques to build and enhance client relationships.

Attendees of this program will receive:

1. Research data demonstrating the differences between client satisfaction and client loyalty
2. Answers to the question: “Do professional service providers think more highly about their relationships with their clients than the clients themselves?”
3. How to assess the current state of their client relationships
4. What practices to adopt to increase client loyalty and competitive advantage

Who should attend?

• Partners, senior associates and other client facing professionals responsible for client service and client satisfaction
• CMOs, Marketing Directors and Managers
• Business developers and business development managers and those responsible for expanding and growing business

Speakers

• Ed Wertzberger, a Co-founder and Managing Director of the RevNew group, Inc. and Managing Director of Huron Consulting
• Paul Gladen, President & Founder of Muzeview LLC and former Arthur Andersen partner

Moderator

• Phyllis Weiss Haserot, President of Practice Development Counsel and West Key Author, The Rainmaking Machine: Marketing Planning, Strategies, and Management for Law Firms, 2008 ed. (West LegalWorks) and The Marketer’s Handbook of Tips & Checklists, 2008-2009 ed. (West Legalworks)

Webcast Details

• Practice Areas: Accounting & Business of Law, Business of Law, Career Development, Law Firm Marketing & Business Development
• Online Media Type: Audio
• Date and Time: 04/15/2009 12:30 PM EDT
• Level: Intermediate
• Category: Standard
• Duration: 1 Hours, 30 Minutes
• Online Format: Live

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