Speaking at his firm's annual conference last week Crawford identified three key trends in the market which he said conveyancers must respond to: restless transparency, the multiscreen world, and the new friends and family.
He said: "Customers want greater transparency – and for us that means enabling them to check the progress of their case from offer to completion, reassuring themselves that their expectations will be met.
"Some lawyers might describe that as unreasonable. Well we need to get used to it. It's the new normal and these are our customers of today."
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