Andrew Fleming, Ogilvy Renault LLP Lise Monette, Ogilvy Renault LLP Maria Zagalis, Vinson & Elkins LLP Moderator: Mark Beese March 12, 2010 Current Best Practices for Creating Substantive and Successful Client Teams

What is a client service team? A group of service providers who meet each quarter, off the clock, to share insight on the client’s business, track progress on current matters and identify strategies to expand working relationships

Why develop client teams? Primary Objectives Revenue growth Expansion of client relationships Improve client satisfaction Leadership training

Why develop client teams? (cont’d) Client Benefits Key relationship partner overseeing and ensuring seamless coordination of services Dedicated multijurisdictional and multidisciplinary team that understands the client’s business Easy and timely access to entire capabilities of the Firm Consistent high-quality service and approach across offices Regular updates on legal and business issues

Critical success factors Client team launch strategy needs to be aligned with the Firm’s overall vision and culture Partner buy-in and consensus to work in teams – Designate program chairs or a steering committee Clear team selection criteria Defined roles and expectations for team leaders and members Dedicated marketing resources to support team efforts

How BD supports client teams Conducts in-depth client research & analysis to identify opportunities areas for new business Participates in team meetings, prepares notes and develops an action plan for attorney follow-up Develops an annual client team plan and manages the team budget Provides partner coaching and business development training In collaboration with steering committee develops and tracks performance metrics

Sample Client Team Metrics PROCESS METRICSOUTPUT METRICS # of team meetings per year Revenue growth (fee realization) # of new partner /practice introductions Return on investment International partner on team Leverage Conducted post project briefing or relationship review Mix (practice / geographic location)

Team Selection Easy one (eager responsible partner) One where success will be obvious One where success will have an impact One which engages as many sectors of the firm as possible One that is large scale, multinational and complex

Client Team Pyramid Components of a Business Plan Client and Industry Intel Budget Financial Data SWOT Pricing CompetitorsContacts Account Team Action Plan Client Dossier

Client Feedback Key Components of the Client Team Program Provides strategic insights (SWOT) Enhances relationship with client Client expectations and needs are clearly identified Demonstrates we care about them and their business Drives change for improved client satisfaction Client Feedback

Client Feedback Direct Benefits Ongoing dialogue with the client Assess market position against competitors Improved realization Higher revenue growth Better client retention Increased cross-selling opportunities Succession planning Develop action plan to address potential service issues

Case Study Major Financial Institution Core Client Team Litigation Team Employment Team Head Office Business Team Flow-through Team Intellectual Property Team

Case Study Major Financial Institution Transparency – Everyone in the firm aware of activities – Client treated to more consistent message Cross selling – Direct – On the margin Value adds – Business referrals – Quick hits – Pro bono / Diversity (client projects) – Alternative Fee Arrangements “AFAs”