Turning Matters into Stronger Client Relationships
When most law firms review their client history, they see a list of matters. A property purchase here, a contract dispute there, a will from five years ago. But this matter-by-matter perspective misses the bigger story: the relationship between the client and the firm.
Thinking in terms of the client journey changes the picture. It’s about understanding not just the legal work completed, but every point of contact — meetings, phone calls, introductions, events attended, even referrals given. Together, these touchpoints form a living history of the relationship.
Manage your matter portfolio in your own time - not when the ‘monthly’ reports are delivered.
Why It Matters
A client’s loyalty often grows from the feeling that their lawyer “knows” them — their history, their priorities, and even the small details they’ve mentioned along the way. Capturing and revisiting this information turns a transactional service into a trusted advisory relationship.
Data Can Reveal Opportunities
When activity tracking is combined with matter data, patterns emerge:
- A corporate client whose employment law work has slowed but whose property transactions are increasing
- A family law client whose circumstances suggest future estate planning needs
- A long-standing referrer who has been inactive for months
Identifying these patterns enables the firm to act strategically, offering relevant services, re-engaging valuable relationships, or ensuring that no important contact drifts away unnoticed.
The Challenge Is Capturing the Data in the First Place
Lawyers are busy, and logging every interaction is rarely top of mind. The key is to make capture effortless by integrating it into everyday tools, using AI or dictation to record notes and follow-up tasks.
The Takeaway
A complete view of the client journey transforms a firm’s ability to manage relationships proactively. In law, as in life, the connections you maintain are often more valuable than the new ones you make.
By Stephen Butler
Red Rain CEO
Stephen Butler has been providing software solutions for professional service firms for 30 years, including more than 25 years with law firms. He has an extensive background in software operations, professional services sales, and marketing leadership.
About Red Rain
Red Rain provides systems consulting and software development for the legal profession. It develops RedView, the legal system used by over 1,000 lawyers and their clients.
