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Voice of the Client: Chief Client Service, Experience and Value Officers in Law Firms

Law Journal Newsletters

In recent years, there has been significant growth in the number of dedicated “Chief Client Service Officer” (CCSO)-related positions within leading law firms. To date, approximately 35 of the top 500 law firms have a full-time, in-house, dedicated CCSO professional.

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Many CCSOs are lawyers or experienced professionals with former law practice or in-house counsel experience, as well as significant business experience. This background helps shift the law firm culture from one with an internal focus to one that is more client facing and market driven. Cole Silver, who serves as Chief Client Officer at Blank Rome, says: “Because I have served as a law firm owner and former general counsel for over 25 years, my main contribution is bringing client centricity and the ‘voice of the client’ to firm pitches, marketing, strategy, business development and the overall client experience. Our firm’s primary objective is to provide clients with a level of service second to none, and my role helps make that happen.”

"Voice of the Client: Chief Client Service, Experience and Value Officers in Law Firms," by Julie Savarino was published in the October 2018 edition of Law Journal Newsletters.