Firms, GCs Starting to Talk the Talk

The concept of law firms talking to clients isn't a new one. But most general counsel and consultants say firms that employ client interviewers and use other client relationship management tools are still in the minority. However, the paradigm shift in the business of law is starting to generate some much-needed lip service. "If you don't have communication and they can't tell you what they like and dislike, then you're leaving them one choice and that's to leave," says Flaster Greenberg managing partner Peter Spirgel.