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#SCGTHRIVE: Building Client Loyalty


This webinar will provide highlights by the author of Building Enduring Client Loyalty: A Guide for Lawyers and Their Firms of key components of building superior client relationships that result in greater loyalty and long-term success. The key takeaways from this program include:

  • The loyal client framework, which looks at client experience and the notion of client loyalty;

  • A roadmap for getting started and staying on the right foot with clients, including trustworthiness, client feedback and dealing with difficult clients;

  • Developing loyal client relationships, in-person and remotely, including client teams/account management and succession planning; and

  • Earning loyalty through value, innovation and collaboration, cross-selling and diversity.


Susan Saltonstall Duncan

Law firm consultant veteran of 35 years, Susan Saltonstall Duncan, founder of RainMaking Oasis – a legal management and business development coaching and consulting firm founded in 2000. Susan has advised more than 160 law firms, other professional service entities, associations and nearly one thousand individual professionals. She helps lawyers build enduring, loyal client relationships and advises law firms on how to build client-centric, collaborative and value-driven organizations. Susan is the author of Building Enduring Client Loyalty: A Guide for Lawyers and Their Firms, a book that was released in February 2021 by Globe Law and Business publishing. She has also published book chapters on culture, leadership succession planning, successful rainmaking for women, executive presence for women and client relationship and development for new partners.

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