Building trusted client relationships: Tactics and execution

Subject Information

Client-centricity is becoming a strategic focus as legal organisations look for ways to thrive in an ever-changing and increasingly competitive market. The subject introduces students to techniques and tactics to successfully nurture and build profitable client relationships that can help legal organisations evolve competitively.

Subject Code: MLB19_UE1

Subject commences: 5 August 2019

Workshop date:  To be confirmed - week commencing 26 August 2019

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Our first student explains why she enrolled:

I believe that today, and in the future, successful lawyers must be more customer-centric and able to work collaboratively. Other professional services have undergone enormous change as a result of digitalisation. I want to be a part of improving the way lawyers operate in a digital enabled world.

Fiona McLay

Rankin Business Lawyers

What you get when you study this subject:

Credit into the Master of Legal Business

Blended Learning


Start Date: 03 June 2019

About This Subject

Designed For

This subject is ideal for those working in any legal services industry context including marketing and business development leaders, executives, lawyers, general and practice managers, in-house counsel, head of legal operations or those in any type of legal business advisory role.



This subject can provide credit into the Master of Legal Business if the assessments are completed satisfactorily. The Master of Legal Business will be accredited in the first half of 2019.


  • Profiling
  • Prospecting
  • Pitching and pricing
  • Building profitable client relationships


On successful completion of the subject students will be able to:

  1. Leverage networks, cross-selling and referrals as a business development tool
  2. Use reactive and proactive prospecting techniques effectively
  3. Conduct value conversations and choose appropriate price structures for clients
  4. Create a client management plan
  5. Evaluate client feedback and develop strategies to recover from business failure


This is a blended, six week subject. It consists of four online modules, a two-day workshop and assessment.

The 2-day workshop will be held on dates to be confirmed in the week commencing 24 June 2019 from 9am to 5pm in Sydney.

The mode of instruction includes self-paced study with practical activities or discussion forums, case study analysis, presentations and interactive workshops.


  • 40% Workshop participation
  • 60% Practical assignment


We recommend that you allow 9-10 hours of study per week for self-directed online learning and activities. However, you will need to devote additional time for workshops, assessment tasks and preparation.


It is assumed that you have a law degree, or other bachelor’s degree plus at least three years’ experience in a legal or quasi-legal environment.

*Earn 10 CPD points towards satisfaction of your CPD requirements. However, you may still need to complete some mandatory CPD. You should check the requirements in your state with your local law society.


Start date: 5 August 2019

Workshop dates: Two day workshop in week beginning 26 August  2019 - to be confirmed

End date: 15 September 2019

Workshop location: To be confirmed - Sydney City

Your Teaching Fellows

Joel Barolsky
Joel Barolsky
Joel Barolsky is the Managing Director of Barolsky Advisors, a Senior Fellow of the University of Melbourne and Advisory Board Member of the Centre for Legal Innovation.

He is internationally recognised as an outstanding advisor, facilitator and educator to professional service firms, practice teams and client relationship partners. He is a noted expert in the fields of business strategy, client relationship strategy, marketing, business development and pricing. He is renowned for big-picture thinking and creative problem solving. Joel has been a speaker at numerous industry conferences and is frequently quoted in the professional services press.

Joel has advised over 100 of Australia's leading professional service organisations. Over 70% of his client are repeat clients or come directly from referrals from existing clients.

For a period of 16 years Joel was a Principal at Beaton Research & Consulting, Australia's leading provider of management consultancy services to professional service firms. Prior to Beaton, Joel was on faculty at the Melbourne Business School and the Wits Business School in Johannesburg. His career commenced with IBM Australia.

For further information check out Joel's blog, his Linkedin profile and his Price High or Low app (iOS).

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