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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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Presentation Transcript
agenda
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

jim stelten background
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

jim stelten background1
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

jim stelten background2
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

2009 pcps cpa firm survey
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

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“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

slide10

“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

enhance your client s experience where to begin
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

enhance your client s experience how to begin
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