The Client-Centered Law Firm

How to Succeed in an Experience-Driven World

Jack Newton

The legal industry has long been risk averse, but when it comes to adapting to the experience-driven world created by companies like Netflix, Uber, and Airbnb, adherence to the old status quo could be the death knell for today’s law firms.

In The Client-Centered Law Firm, legal technology expert Jack Newton offers a clear-eyed and timely look at how providing a client-centered experience and running an efficient, profitable law firm aren’t opposing ideas. With this approach, they drive each other. Covering the what, why, and how of running a client-centered practice, with examples from law firms leading this revolution as well as practical strategies for implementation, The Client-Centered Law Firm is a rallying call to unlock the enormous latent demand in the legal market by providing client-centered experiences, improving internal processes, and raising the bottom line.


“For more than a decade, Jack Newton has had the unenviable job of selling software to lawyers. With remarkable success, he has prevailed and, on the way, built a deep understanding of what makes law firms tick and stumble. This book is an excellent distillation of this insight, above all calling for law firms to swing round and face the market, to focus relentlessly on the needs of clients, and to ceaselessly improve client experiences. A considerable and important contribution to the law firm literature.”

“We as lawyers often focus on ‘what’ legal services we provide instead of on ‘how’ we do it. Jack Newton’s new book, The Client-Centered Law Firm, is (rightly) all about the ‘how.’ Based on Jack’s wealth of experience servicing clients in the legal marketplace, this book provides a useful guide on how to enhance client service with client-centricity and also, importantly, how to measure progress. It is a must-read for all types of legal professionals.”

“In the age of Amazon and Uber, the lesson for law firms is that experience matters—not just legal experience, but also the experience you provide your clients. Drawing on his own experience as founder and CEO of one of the legal industry’s most successful companies, Jack Newton provides a practical blueprint for building a client-centered law firm, making the case for why it matters through data and examples, and then guiding you through the process of redesigning your own firm and measuring success.”

“Jack Newton understands the legal system was designed by the people working in it—rather than those using it. Newton knows we have to make the system better by putting our users first. He delivers, with unequaled passion, drive, and knowledge, an inspiring call to action, a roadmap for success, and a platform for change—all of which will benefit the consumers of legal services and the lawyers serving them. I loved Jack’s book, and you will too.”


The Client-Centered Law Firm is a fantastic mix of practical and theoretical—futuristic and exactly what we are seeing in law firms today. I have already implemented some of the strategies and exercises described to make my firm more client-centered.”

“This is quite possibly the most important book of the decade for lawyers. While most legal books are one or the other, The Client-Centered Law Firm expertly balances inspiring philosophy with tangible guidance in a way that only someone with Jack Newton’s understanding of the legal industry could do.”

“The legal industry is changing and it’s time to break free of the traditional law model. Jack Newton provides the reasoning and the pathway to develop a client-centered mindset and change the legal industry—for good.”


Jack Newton has spearheaded efforts to educate the legal community on the security, ethics, and privacy issues surrounding cloud computing, and has become a nationally recognized writer and speaker on these topics. As the CEO and co-founder of Clio and a pioneer in cloud-based legal technology, Jack also co-founded and is president of the Legal Cloud Computing Association (LCCA), a consortium of leading cloud computing providers with a mandate to help accelerate the adoption of cloud computing in the legal industry. He was also named a 2019 Fellow to the College of Law Practice Management; sits on the board of ROSS Intelligence, an AI-powered legal research provider; and is an investor in and advisor to early-stage legal tech start-ups.

ISBN 978-1-989603-32-1
$24.95 CAD $19.99 USD
Published January 28, 2020
5.5 × 8.5 314 Pages
Paperback, ebook