Table of Contents

1. Foreword; 2. Introduction; 3. Promotional mix; 4. Branding; 5. Client relationship management; 6. Competitive tendering; 7. Client care; 8. Planning and budgeting; 9. Sales and sales management; 10. Smaller practices; 11. Pricing and fees; 12. Legal services reforms and related trends; 13. E-marketing; 14. Research and analysis; 15. Reputation management; 16. Client feedback; 17. Social media.

About the Author

Andrew Otterburn is a chartered accountant and management consultant. Over the last 17 years he has advised nearly 200 firms of solicitors in the UK and Ireland. Previous publications include Profitability and Financial Management and Cash Flow and Improved Financial Management (both Law Society Publishing, 1998). He is co-author of the annual benchmarking survey of law firms in Scotland published by the Law Society of Scotland. He was an advisor to Lord Carter's review of legal aid procurement. David Bott is a member of the Law Management Section committee and Principal of Bott and Co, a top 200 firm specialising in personal injury claims. Individual chapters have been updated by Law Management Section committee members and others including Andrew Otterburn, Kevin Poulter and Sue Stapely.