practiceresources Are they worth serving?Selecting the right clients for the client service plan process

摘要

In a previous article in Accounting Today, (CSPs ASAP, May 2011, page 40), we described the benefits of client service plans; here, we'll show how to find the right clients to target for a CSP. First, let's do a quick review of what it takes to capitalize on CSP benefits. The firm must: 1. Have a process in place to measure client satisfaction and estimate the firm's wallet share of each client; 2. Target clients with the highest potential for additional services or who are most vulnerable to competitors; 3. Select the right number of clients to avoid being overwhelmed; 4. Supplement the current client service team with industry or functional specialists to have a fresh set of ears in the room; 5. Make sure the process is a client-facing interaction, not an internal paper chase; 6. Act on lessons learned from the process;and, 7. Measure results in increased client satisfaction, client retention, and increased wallet share, and tie some portion of incentive compensation to these vital metrics. It is not a coincidence that the list starts with measuring client satisfaction, targeting the right clients and selecting the right number. These are critical to success, and success is critical to partner buy-in and institutionalizing the CSP process.