Blog

3 ways knowledge managers can increase client retention rates

Jason Noble
President, CEO

For a firm to thrive – and provide an optimal level of service to its clients – the administrative infrastructure needs to be equipped with comprehensive knowledge of all of its staff and their unique skill sets. As a component of firm administration and operations, knowledge management (KM) is an indispensable asset.

“Knowledge management is also a role that’s evolving alongside the legal market.”

But KM is also a role that’s evolving alongside the legal market, as a Cornell Legal Information Institute post reported.

These days, the rise of social technology has created an atmosphere where legal firms must adapt to technological growth. This has facilitated the need for greater knowledge sharing, which, in turn, often falls on the shoulders of knowledge managers.

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Fortunately, there are tools knowledge managers can use to meet the needs of clients and therefore increase retention rates. Here are three steps they can take:

  1. Increase the speed and efficiency of expert finding: The last thing a prospective client wants is to wait to be paired with the right team. A key step toward better KM is to implement a quick means of finding relevant experts.
  2. Keep track of the accomplishments and expertise of all attorneys and staff: At the knowledge management administrative level, there should be a comprehensive and up-to-date repository of individuals’ skills. That way, when clients with niche needs arrive, the process of building a team will be straightforward and efficient. To some firms, the prospect of keeping tabs on all lawyers on a regular basis may seem daunting, but it’s a process that can be made direct and successful via the deployment of a tool like The Firm Directory, which integrates a variety of line of business systems, intranets and external bios.
  3. Pave the way for better communication and collaboration: While it’s vital that clients be paired with the right expert or experts, it’s also true that the legal profession is a highly collaborative field. But firms must retain the high level of security that’s expected for a client or matter-related information, which is where a security-conscious collaborative platform provides the best solution.

For law firms, the need to accommodate each client with individualized and well-matched service is imperative. With an experience discovery system, knowledge managers can meet this business need through the implementation of a system designed to find the right people, quickly and effectively.

Experience Finder

AI-Powered Co-Authoring

ikaun transforms the RFP and proposal process by leveraging AI to generate firm-branded, client-ready proposals in minutes. By intelligently reusing past responses and ensuring consistent messaging, it significantly reduces manual effort while improving win rates.

AI-Enhanced Search

Intelligent Proposal Automation

With powerful document automation, ikaun enables firms to generate proposals, pitches, and legal submissions using dynamic, branded templates. Conditional logic, real-time data mapping, and seamless CRM integration ensure that ever document is accurate, compliant, and on-brand.

Profiles

Experience Capture

ikaun serves as a centralized structured repository for firm knowledge, allowing teams to store, organize, and access critical business information efficiently. Customizable data fields, robust search, and automation rules ensure information remains accurate and easy to retrieve.

Stacks

CVs and Biographies

ikaun captures and structures firm-wide experience, enabling teams to showcase expertise efficiently. Integrated attorney biographies and matter profiling provide instant access to relevant credentials, improving business development and cross-selling opportunities.

Knowledge Campaigns

Award Submissions

Automating the directory submission process, ikaun collects relevant case studies, manages referee tracking, and formats entries to meet the exacting standards of legal ranking bodies. This reduces submission time while ensuring law firms present a compelling and competitive profile.

Integrations

Seamless System Integrations

ikaun integrates with essential firm systems, including CRM, billing, experience databases, and marketing tools. Whether pulling structured data for proposal automation or pushing updates to a firm's website, ikaun ensures data flows seamlessly across the organization, eliminating redundancy and manual updates.