Making the Case for Client Value Teams

Making the Case for Client Value Teams

By Amber Bollman, Julie Henson, Allison Nussbaum
September 02, 2022 | 34-minute episode
Client Services Project Management Content Type Podcast Additional Options Content Level: Essential
Business Development
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LMA Podcast ·Making the Case for Client Value Teams

Episode: 96

Series: SIG Share-Out

Episode Description:
With client expectations shifting and a want for law firm partners to manage the client relationship, it’s wise for firms to consider building a client value team. Julie Henson (Taft) and Allison Nussbaum (Pitchly) join Amber Bollman (Barns & Thornburg) to discuss what sets the stage for a successful client value team and how firms can deliver more client-centered service through them.

Amber Bollman, Director of Key Client Services, Barnes & Thornburg LLP (Host)
Julie Henson, Chief Client Officer, Taft
Allison Nussbaum, Vice President of Client Value, Pitchly 

Series Description:
The LMA SIG Share-Out series spotlights episodes from one or more of LMA’s 10 Shared Interest Groups. This series features best practices, education and more on the hottest topics in legal marketing.

Listen on SoundCloud, and find us and subscribe on Apple Podcasts and Google Podcasts.

Amber Bollman
Barnes & Thornburg LLP

Amber Bollman is the director of key client services at Barnes & Thornburg LLP where she focuses her efforts on improving the experience of the firm’s clients at virtually every level and touch point. Working closely with lawyers and administrative teams, she strives to help deepen client relationships, ensuring that their voices are heard and amplified within her firm’s culture and day-to-day operations. Bollman has worked in a wide variety of business development and marketing roles for law firms for more than a decade and has served in national and local leadership roles with the Legal Marketing Association. She has also written articles, recorded podcasts, moderated panels and presented to law school classes on a variety topics, including client feedback, strategic account management, business development coaching and effective public relations.

Julie Henson

Julie Henson has over two decades of experience coaching high-performing individuals on business development and leadership strategies. As the chief client officer at Taft, she drives new business development and the expansion of existing clients through business planning, sales training and coaching. Before Taft's combination with Briggs and Morgan, she was Briggs’ director of client development and marketing. She first joined Briggs as a business development strategist and executive coach, where she created the Aspire program, a one-on-one coaching curriculum that focused on eight core behavioral competencies. Prior to joining Briggs, Henson worked at an AmLaw 100 firm where she led the planning and implementation of business development, marketing and communications strategies for more than 300 attorneys across practice areas and offices in the United States, Europe and Asia.

Allison Nussbaum

Allison Nussbaum has spent over 25 years in the legal industry where she has held leadership roles in sales, law firm business development and client success. With a strong foundation in sales honed at Xerox, she began her post-law school career at LexisNexis. In 2004, she made the transition from the corporate world and joined Goodwin Procter as the firm’s first manager of business development where she built programs and processes designed to help develop lawyers' strategic planning and selling skills. Since 2011, Nussbaum has built and led global client success/value organizations at three legal technology companies: Manzama, Kira Systems, and currently, Pitchly. Her experience working in law firms informs the work of the Pitchly client value team as they develop programs to help clients attain ongoing value from the software and to build a company culture of client-centricity.