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So, What Is a Client Team?<\/h2>\n
Much has been written and said about the value of forming client teams, but not all lawyers understand what that actually means.<\/p>\n
A client team is basically a more structured and strategic approach to the client\u2019s relationship with the firm. The benefits of client teams accrue to both the client and the firm and include (among many other advantages):<\/p>\n
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- Better internal communication and coordination among those working with the client<\/li>\n
- A better understanding of the client\u2019s needs, business and industry<\/li>\n
- A more organized approach to client service<\/li>\n
- Succession planning and expanding the number of relationships<\/li>\n<\/ul>\n
Although it should not be the driving purpose of forming a client team, most firms also find that a formal team will result in additional work and cross-selling opportunities.<\/p>\n
Putting a Client Team Together<\/h2>\n
Whether your firm has a formal client team program or not, anyone can employ the model. When putting together a\u00a0team for a particular client, start with the people who currently service the client \u2014 usually considered the \u201ccore\u201d members of the team. Then add:<\/p>\n
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- Internal connections.<\/strong> People who don\u2019t work with the client but with whom the client might have a relationship. For example, one of your colleagues might live next door to the company\u2019s CFO. (Check your firm\u2019s CRM system or LinkedIn for leads.)<\/li>\n
- Subject matter experts. <\/strong>Those who might\u00a0be able to make a contribution to the client\u2019s cause or to your internal discussions, such as the firm\u2019s HR manager if it\u2019s a staffing company or your firm\u2019s IT Director if it is a tech company.<\/li>\n
- Prospective partners. <\/strong>People who may be able to help the client prospectively. For instance, you could invite a lawyer from another location where the firm has an office but currently does no work for the client, or someone from a substantive area the client might need but has not yet used.<\/li>\n
- Supporting staff.<\/strong> Other business and administrative staff who would benefit from hearing discussions about the client and its needs \u2014 administrative assistants, billing coordinators, accounts payable, and so on.<\/li>\n<\/ul>\n
If appropriate, relationship partners can collaborate with the firm\u2019s client development director to manage their team\u2019s agenda<\/a> and ensure they are supported by accurate data.<\/p>\n
Potential Team Activities<\/h2>\n
Now that you have a team, what do you do? The goal is to develop methods to collaborate and share information so the team can serve the client on a more consistent and coordinated basis. Here are just a few examples of possible activities for your team. (Some may involve just the core group, and some the larger group.)<\/p>\n
Background.<\/strong> Many client teams will start by asking marketing or library staff to put together a \u201cdossier\u201d on the client. Put generative AI tools to work synthesizing client news, industry trends, and relevant regulatory updates. Everyone on the team will benefit from learning more about the client and the business.<\/p>\n
- Subject matter experts. <\/strong>Those who might\u00a0be able to make a contribution to the client\u2019s cause or to your internal discussions, such as the firm\u2019s HR manager if it\u2019s a staffing company or your firm\u2019s IT Director if it is a tech company.<\/li>\n
- Internal connections.<\/strong> People who don\u2019t work with the client but with whom the client might have a relationship. For example, one of your colleagues might live next door to the company\u2019s CFO. (Check your firm\u2019s CRM system or LinkedIn for leads.)<\/li>\n
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