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AAA MinnDak Meeting Client Retention October 28, 2009

AAA MinnDak Meeting Client Retention October 28, 2009. Agenda. Jim Stelten Background Your Background 2009 PCPS CPA Firm Survey Enhance Your Client’s Experience – Where to Begin? Enhance Your Client’s Experience – How to Begin? What Do Client’s Expect / Deserve?

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AAA MinnDak Meeting Client Retention October 28, 2009

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  1. AAA MinnDak MeetingClient RetentionOctober 28, 2009

  2. Agenda Jim Stelten Background Your Background 2009 PCPS CPA Firm Survey Enhance Your Client’s Experience – Where to Begin? Enhance Your Client’s Experience – How to Begin? What Do Client’s Expect / Deserve? How to Strengthen / Deepen Client Relationships What is Getting in the Way? Good and Bad Customer Service Examples 2

  3. Jim Stelten Background Grew Up Family Business Audit Manager - Arthur Andersen Audit / Business Consulting Partner - Divine, Scherzer & Brody VP Finance / Director Operations – Graham Webb – Hair Care VP CFO – Engage Technologies – Coding & Printing Equipment Senior VP COO – CBR Incorporated – Specialty Retail 3

  4. Jim Stelten Background Have Hired & Have Terminated Some CPA Firms Law Firms Insurance Brokerage Firms Marketing Firms Consultants Won Several New Clients From CPA Firms Lost Some Clients To Other CPA Firms 4

  5. Jim Stelten Background As CFO / COO Oversaw Many Professional Provider Audits, Tax Returns, M&A Transactions and Consulting Projects Seen Several Examples of Good Customer Service Bad Customer Service 5

  6. Your Background…Expectations/Request6

  7. 2009 PCPS CPA Firm Survey "For the first time in more than a decade, staffing was NOT the chief…concern for most CPA firms… CLIENT RETENTION was the top challenge…the first time in this decade that firms of all sizes shared one unanimous concern… In addition, brining in new clients was an issue for some firms for the first time since 2005.” 7

  8. Agree? Disagree?Why?8

  9. “It is Five Times More Expensive to Gain a New Customer Than Keep an Existing One”The Profitable Art of Service Recovery – Harvard Business Review9

  10. “63% of Firms Report That the Customer Experience Will be More Important in the Presence of a Continued Economic Downturn”Obstacles to Customer Experience Success - Forrester Research10

  11. Enhance Your Client’s Experience – Where to Begin? Gain Partner Support That This is HIGH Importance Find Out What Clients Are Thinking / Seeing Establish Client Service Standards Implement New Standards Monitor New Standards 11

  12. Enhance Your Client’s Experience – How to Begin? Gain Partner Support That This is HIGH Importance Find Out What Clients Are Thinking / Seeing Establish Client Service Standards Implement New Standards Monitor New Standards 12

  13. Challenges / Roadblocks13

  14. What Do Client’s Expect / Deserve?14

  15. How to Strengthen / Deepen Client Relationships15

  16. What Get’s in The Way of Meeting / Exceeding Client Expectations?16

  17. Bad Customer Service Examples17

  18. Good Customer Service Examples18

  19. Thank You

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