This year’s edition of the joint ILTA / InsideLegal Technology Purchasing Survey just came out, appropriately enough, during ILTA’s Annual Conference in Las Vegas where I and a couple thousand other legal tech aficionados have camped out for the week.
For me, the best part of the Survey was saved for last and covered as the final item in the report. It was a single, open-ended question exploring which legal vendors provided exceptional customer service in the last year. There were 105 vendors mentioned, nine of which were singled out as having the most unsolicited responses.
There are a host of interesting nuggets in the 2013 Survey Report, here are a few that caught my attention:
- Broader survey base. Firms with fewer than 50 attorneys have finally been included. They offer a worthwhile counterbalance perspective against the larger firms.
- Mobile continues to rise. Mobility is still a really big play; that’s no surprise. Mobility was a top response to the open-ended question about the most exciting technology/trend; and sales of smartphones and tablets remain strong, although Android and alternative devices are slowly chipping away at Apple’s dominance.
- Social media preferences. LinkedIn is the overwhelming social media site for legal professionals, with more than four times the response rates shown for Twitter or Facebook. Again, no surprise, except perhaps for the size of the lead that LinkedIn enjoys.
- Big data debuts in legal. Big Data was added as a new question category this year. Based on the responses, I suspect people are confused about what the topic involves and how it pertains to the legal community. Give it a couple more years and the implications will be evident to everyone.
While I’m personally delighted that LexisNexis was one of the nine companies in the top tier – that is not the reason I brought up the vendor issue. Being here in Las Vegas – surrounded by ILTA members, seminar presentations, trade show demos and buckets full of technology – the teachable moment from the survey report is that technology alone is never the complete answer. People are always looking for solutions, not just technology.
You can make a lot of noise at an ILTA Conference to showcase a zippy new product featuring the latest technology, but if your customer service isn’t equally zippy, your product and company won’t last over time. Sadly, there is no open-ended question asking people to identify suppliers of exceptional technology… just one looking for providers of exceptional customer support. If you’re part of the vendor and supplier community, that point is worth remembering.
Are you at ILTA? Visit me at booth: 621/623.
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