James Durham

Chief Client Service Officer, Shipman & Goodwin LLP

As the firm's Chief Client Service Officer, Jim Durham manages its marketing and business development operations, oversees client feedback, and works with practice group leaders to enhance industry value and develop key-client programs.

During the past 25 years, Jim has participated in every aspect of the legal industry. He has served as the Chief Marketing and Business Development Officer for three AmLaw100 firms, and as a consultant to several in-house law departments. Prior to that Jim was a business and IP lawyer with a major Boston law firm. He has extensive experience advising law firms and other professional service organizations on marketing planning, business development, client service, management strategies, and has provided training on myriad topics for staff and attorneys at law firms around the world.

Jim is the author of several books, including The Essential Little Book of Service Excellence, The Law Firm Marketer’s Guide to Survival and The Essential Little Book of Great Lawyering. He is also the co-editor and contributing author to The Lawyer’s Guide to Marketing Your Practice (published by the American Bar Association). Jim has been a frequent speaker at both national and international conferences on a wide range of topics, including the importance of innovation for law firms – particularly innovation that improves the client experience.

In addition to earning his J.D. from Emory University School of Law and undergraduate degree from Harvard College, Jim successfully completed Executive Education programs at both Northwestern University’s Kellogg School of Management and Harvard Law School.