Year after year. firms use surveys to collect responses from clients about what they want and expect from outside counsel. Repeatedly, clients say they want their law firms to provide efficient service, transparency, metrics, and clear communication. However, many claim that they aren't receiving it

Melissa Prince, Ballard Spahr's Chief Client Value and Innovation Officer, wants firm clients to have a different experience.

Reprinted with permission from Best Lawyers, October / 2020

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