Lawyers Need New Model For Client Relationships

Aetna Insurance, despite its success, is in the process of reinventing its service model to fit a changing market. All businesses need to search continually for fault lines that indicate trouble brewing. That is something law firms and law departments often do, but not as systematically as they should, and often when they analyze they fail to act. What Aetna is doing provides a model for action. Aetna looks at customer needs, performance metrics, industry position, talent and capabilities it can call on and the health of its overall business model. Client relationships are the key thing that law firms and departments need to focus on, according to the author.