Establish a 90-day customer outcome metric
After a successful renewal, the next source of value is often less obvious than the first.
Productivity, consistency, and professional confidence can point to different measures of progress.
“Everyone says it helps, but we’re not aligned on what we’d actually call progress.”
Malcolm Bakker · Knowledge Partner
A partner responsible for improving research quality and reusable legal knowledge across several practice groups.
What pulls against what
- associate productivity vs. advice consistency
- external benchmarks vs. customer-specific evidence
- partner intuition vs. testable learning
- broad ambition vs. narrow experiments
What is at stake
The firm has appetite to expand but no shared definition of success. A clear learning agenda can prevent unfocused investment
Why Harvey
At Harvey, the question can matter because legal teams may value the same capabilities for materially different reasons.
Written for
This is the setup. The work is inside.
Running it puts you in the room: the full situation and its constraints, stakeholders who push back in their own words, and the decisions that are yours to make. What you produce becomes a Day One Plan — work you can show someone instead of describing.