Good leaders make bad decisions. Good firms make wrong turns. When things change, it often seems to be the most successful businesses which are the slowest to adapt. I’ve just finished the Strategy module on my MBA and this is a topic which we debated at length. There is no
Lawyers often struggle with customer satisfaction issues. Time after time surveys suggest that they get client relationships wrong. Often a law firm’s response to relationship problems is to limit access to clients and increase controls. An article I came across recently in Management Today suggests that this is the wrong solution.
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