Many organisations claim to work in partnership with their customers - listening, collaborating and responding.

It's the right approach; and it's the best way to be sure your products and services hit the mark.

But, too often, 'partnering' is a hollow claim. Though, not always. As you'll see, the story behind Westlaw AU is one of genuine partnership.

In 2009 we started along the path of overhauling our online service - our aim was to be the best in the market. We weren't entirely sure where it would lead us - but we knew we wanted our customers to show the way.

Our first priority was to ask the right questions - how our customers work online, what research tasks they undertake; the frequency and importance of each task; how they browse and search for information; and what they do with the results. More than 300 customers responded - librarians, researchers, solicitors from firms of every size, barristers and students.

That was just the beginning though, click here for the full story.