Strategies+: A Blog for Legal Marketers

Client Journey Mapping: Part 2

Posted by Yolanda Cartusciello on May 16, 2017 10:00:00 AM

Detailing Your Client Journey Map

This is the second in a two-part series on client journey mapping. The first blog defined the process and provided an explanation of its value. This second part details the process, along with some tips on how to improve your odds for success.

Differentiating the client experience is a critical component of a law firm’s success, and client journey mapping is a very effective tool in helping firms differentiate that experience.

A client journey map is a visual representation of the steps and perceptions that a specific client goes through over a period of time to accomplish a specific goal that may include some interactions with your organization. The map helps identify how the client views an organization by putting interactions in the context of the client’s broader goals, objectives and activities.  

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Topics: Strategies, Client Services

Client Journey Mapping: Part 1

Posted by Yolanda Cartusciello on May 2, 2017 10:00:00 AM

How Mapping Can Help You Improve Your Client’s Experience

This is the first in a two-part series on client journey mapping. The next part will explore the process of mapping itself, as well as how to improve your odds for success.

The competition for legal work has intensified, clients’ legal budgets have remained flat or decreased and procurement’s prominence is on the rise. Without question, law firms can no longer rely on competitive tactics that accentuate capabilities, expertise and reputation above all else. There are hundreds of firms with competence, expertise, specialization and — most importantly — capacity.

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Topics: Strategies, Client Services

The Voice of the Client: Part 2

Posted by Jill S. Weber on Apr 27, 2017 10:00:00 AM

Takeaways from Director of Alternative Fee Intelligence and Analytics Justin Ergler's Presentation at the LMA Quarterly Board Meeting

As I shared with attendees at the 2017 LMA Annual Conference, the Legal Marketing Association is committed to delivering “the voice of the client” to help members influence and lead change to better serve your clients. As part of that commitment, the LMA Board of Directors is inviting a client representative to each of our quarterly 2017 Board meetings to share their perspectives. We are committed to presenting key insights from these informative presentations through the Strategies+ blog.

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Topics: Strategies, Client Services

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About this Blog


Strategies+ is your online resource to discover exclusive content on the state of the legal marketing profession that goes beyond Strategies magazine, including:

  • Case studies from Your Honor Award winners
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  • Guest blogs from legal marketing leaders
  • And much, much more!