Great article with great insights. Problem, however, is prevailing biz model for firms remains billing for activity, not results, efficiency or customer experience. Unless & until in-house buyers demand #DeliveredValue, it’s just falderal but little change. Since in-house folks are from the same tribe as out-house, many suffer from the same focus on activity instead of results.
Thanks Jeffrey! I agree, that for firms it's hard to push for change given the incentive issue. And that within the in-house community some will have their old law firm guild instincts still in tact and therefore as you say focus on activity vs results.
However, we do have a lot of interest from in-house legal teams who are buying and using it, so I think it may be that there's a bit of a 'crossing the chasm' distribution curve at play with 'innovators' and 'early adopters' already buying/using, with hopefully the early majority to follow in the next year. My hunch is that there's a huge wave of 'late majority'/laggards who may take years and years to make the move.
I really hope you are right about the late majority/laggards! Our tribe is not known for it’s focus on what I call Delivered Value where DV=E3 (Effectiveness + Efficiency + Experience) — the last is the customer’s experience with the service provider as opposed to the experience of the provider. LawLanders tend to focus on their experience as super lawyers — as opposed to the customer’s experience with the engagement. I humbly submit that the customer’s experience is far more relevant and important!
Great article with great insights. Problem, however, is prevailing biz model for firms remains billing for activity, not results, efficiency or customer experience. Unless & until in-house buyers demand #DeliveredValue, it’s just falderal but little change. Since in-house folks are from the same tribe as out-house, many suffer from the same focus on activity instead of results.
Thanks Jeffrey! I agree, that for firms it's hard to push for change given the incentive issue. And that within the in-house community some will have their old law firm guild instincts still in tact and therefore as you say focus on activity vs results.
However, we do have a lot of interest from in-house legal teams who are buying and using it, so I think it may be that there's a bit of a 'crossing the chasm' distribution curve at play with 'innovators' and 'early adopters' already buying/using, with hopefully the early majority to follow in the next year. My hunch is that there's a huge wave of 'late majority'/laggards who may take years and years to make the move.
I really hope you are right about the late majority/laggards! Our tribe is not known for it’s focus on what I call Delivered Value where DV=E3 (Effectiveness + Efficiency + Experience) — the last is the customer’s experience with the service provider as opposed to the experience of the provider. LawLanders tend to focus on their experience as super lawyers — as opposed to the customer’s experience with the engagement. I humbly submit that the customer’s experience is far more relevant and important!