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Client Relationship Management Checklist
Client Onboarding
Collect all necessary client information and documentation
Perform conflict of interest checks
Send out welcome packet with firm overview and key contacts
Set expectations for communication and case management
Schedule initial meeting to discuss case details and strategy
Ongoing Communication
Establish regular update intervals for client correspondence
Use client's preferred method of communication whenever possible
Document all communications with clients in the case management system
Provide clear and understandable explanations of legal processes and developments
Client Feedback and Satisfaction
Implement a standard procedure for gathering client feedback
Regularly review feedback to identify areas for improvement
Follow up with clients after case resolution to measure satisfaction
Encourage satisfied clients to provide testimonials or referrals
Client Data Management
Maintain up-to-date contact information and case details
Ensure client confidentiality and data protection compliance
Regularly review and update case management systems and CRM software
Train staff on proper data entry and management practices
Client Retention Strategies
Identify opportunities for additional services that provide value to the client
Keep clients informed about legal updates relevant to their business or situation
Offer client appreciation events or informational seminars
Develop a loyalty program or provide incentives for repeat business
Client Exit Procedures
Provide a summary of services rendered and case outcomes
Ensure all invoicing and financial transactions are completed
Offer assistance with transitioning to in-house counsel or another firm if needed
Request an exit interview or survey to gather final feedback
