Millard, Robert
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(Article) Bridging the expectation gap between law firms and their clients
01.04.2021
There's a significant gap in what most law firms deliver in terms of client needs and services and the problem for law firms is how to bridge this gap. Many law firm partners currently even fail to recognise that the gap exists. However, without understanding this expectation gap and working collaboratively with clients to close it, many legal service providers will face long-term issues. -
(Article) Large versus smaller law firms - a multi-faceted choice
01.07.2021
It used to be the received wisdom that bigger was better - every law firm seemed to want to be global. But as lots of certainties about the business of law are turned on their heads, are the terms large and small for law firms merely semantics? Hermann Knott and Rob Millard explore the different opportunities different types of law firms give lawyers and clients. -
(Article) The CX factor
01.10.2021
There's lot of talk at law firms about client relationships. But for many clients these can still seem hollow words based on one-way relationships. Rob Millard and John O'Connor explore how firms that are trying to embrace true client centricity are setting themselves apart.