Best Client Initiative
For the firm that has aligned its technology, culture and partner behaviour to deliver memorable service to clients. Evidence was required from clients.
2008 WINNER
From left: John Taylor of Berwin Leighton Paisner with Derek Jones of Acuigen
Creating a network of international law firms is not new. What has won Berwin Leighton Paisner first place for this year’s Best Client Initiative is the way they have made this approach work to the benefit of their clients. 
A £12m investment has helped to ensure that clients have access to joined-up legal advice in 65 countries around the world.
The judges were impressed with BLP’s attention to the people and relationships dimension of the challenge. Not content to rely only on technology, the firm has worked hard to underpin the assurance of quality for clients by international training, exchanges for staff and knowledge sharing.
It has become popular to assume that a firm needs to set up its own offices around the world to deliver client value. BLP has successfully challenged that notion and the growth in the firm’s international fee income is a testimony to that success.
2ND PLACE
Lovells have taken the lead in a known area of need valued by clients, that of value-added know-how and legal training. Lovells Corporate Solutions (LCS) offers strategic consultancy, tailored training and bespoke know-how to major clients of the firm.
Pioneered with Barclays Bank, the programme has included the long-term, part-time secondment of Lovell’s Head of Know-how, Justin Harness, who initially provided consultancy services to assess Barclays’ needs. Since 2006, he has worked with them to provide the Lovells solution. It is destined to bring the firm commercial success, not only in terms of income generated from non-legal consultancy but also in tying clients more closely into the firm.
Barclays’ COO said “We have valued not only [Justin’s] extensive knowledge but especially his commercial focus… he brings a real sense of the concrete value of knowledge management”.
3RD PLACE
Eversheds came a very close third. The firm demonstrates that CRM is an ongoing process of continuous improvement, having been one of the acknowledged early adopters of key account management. In creating their Global Account Management System (GAMs) they have been proactive in response to client demand for a means of providing transparent and controlled billing, matter management and management information across multiple jurisdictions. The judges felt confident that the system will be a commercial success as it meets a well known need among in-house counsel, internationally and Eversheds are renowned for their successful implementation of IT initiatives. Clients spoke of an “innovative and cost-effective solution” that worked efficiently.
OTHER SHORTLISTED FIRMS
2008 SPONSOR
Acuigen provide systematic real time client feedback to the desktops of leaders of professional services firms and work closely with them, to help them make better business decisions, improve their organisation’s business performance, spot opportunities earlier and keep ahead of the competition.
ROLL OF HONOUR
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