Year after year, surveys indicate that clients want their law firms to deliver transparency, metrics, efficiency and clear communication—and that they are not receiving it.

As Ballard Spahr’s chief client value and innovation officer, I have made it my professional goal to close any gap that might exist between what clients want and what we are providing. Since 2018, our client value and innovation program (CVIP) has saved millions in fees and exceeded the expectations of numerous clients. I have had a great many discussions with clients about what they want and expect. From those conversations, I have gleaned five questions that every client should be able to ask of—and get an answer to from—its outside counsel.

How Will You Staff My Matter?

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