The Role Of A Western OLPI And Offshore Legal Provider Capabilities 13

9.       Lawyer-Customer development: This is the capability to enable lawyers to become customers who can make informed choices about their business needs, service levels, and costs. Feeny et al. (2005) have suggested three steps that providers should take to achieve the re-orientation from user to customer. First, the provider should establish personal contact with a number of end-users to understand what sort of service they want to use and how. This will also lead to trust development. Second, the provider should cooperate with lawyer managers to arrive in an agreement on the provisions of the service. Third, the provider should work towards relationship development by which the end user becomes a customer who feels fully informed of service functionalities, options, potential enhancements, and associated costs.