Chapter 1: What do clients want? The top ten things external lawyers get wrong
By Ian White, consultant, executive coach, mediator, facilitator, and trainer
Chapter 2: Understanding your client's business
By Adrienne Gubbay, senior commercial lawyer
Chapter 3: How do GCs and law firm lawyers differ? Finding common ground
By Terezka Zabka, general counsel, San Diego Padres
Chapter 4: How to stay front of mind - business development and relationship building
By Claire Rason, Client Talk
Chapter 5: What clients look for in panel selection - diversity and culture
By Joanna Day, commercial business leader
Chapter 6: Billing and fees - a transparent approach
By Joanna Day, commercial business leader
Chapter 7: Matter management - collaborative working
By Dr Heidi K. Gardner, distinguished fellow, Harvard Law School and CEO, Gardner & Co.
Chapter 8: Active listening - do you know what your clients are asking for?
By Claire Rason, Client Talk
Chapter 9: An empathy-driven approach to client listening
By Paul Roberts, founder, MyCustomerLens
Chapter 10: What personal care means
By Helen Hamilton Shaw, Member engagement and strategy development, LawNet
Chapter 11: Building lasting, positive relationships with clients
By Thomas Santram, senior vice president and general counsel, Cineplex
Chapter 12: Customer service in the digital age - using AI to foster a client-led approach
By Robert Dilworth, managing director and associate general counsel, Bank of America
