Business Development
Find and keep great clients. Learn the secrets to outstanding customer service. And discover the latest strategies in mergers and acquisitions.
CRM – The Why, the What and the How
October 2007
Customer Relationship Management (CRM) is an emerging technology within the accounting industry. Based on our experience with Boomer Technology Circle members, however, many firms are still in a “holding pattern” when committing to the initiative. This article outlines the compelling reasons to pursue CRM (“the Why”), what you should look for when selecting an appropriate package (“the What”) and some simple guidelines to follow during implementation (“the How”).
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Build Unbreakable Client Relationships
May 2007
Client relationships are the lifeblood of every firm. This is why so much time and energy is spent on finding and keeping great clients. The best clients are the ones with whom we love to work and have the best relationships. Shouldn’t the ultimate goal be to work with only clients like these?
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Listen for Dollars through Client Comments
February 2007
Even casual comments made by clients can mean dollars to the firm. How? They can serve as preventative medicine by offering advanced warning of possible problems.
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Customer Service Can Make or Break a Client
November 2006
The importance of good customer service was brought home to me recently while visiting with a broker use by Boomer Consulting, Inc. While discussing some of the vendors he employs, he said, “XYZ Company has the best price with an excellent product, but I have quit using them because the customer service is so bad. I just can’t depend upon them. They make promises and don’t keep them. It makes me look bad...”
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Your Perception of Client Service Should Be Expanded
September 2006
Your perception or definition of good service shapes every interaction you have with clients. If you hold the familiar idea that client service is merely providing exactly what’s been requested, you will likely back yourself into a corner when it’s impossible for you to deliver.
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A Marketing Plan for Small Firms
August 2006
Partner compensation, succession planning, staffing, technology improvements, and training are just some of the most important issues facing accounting firms today. What about marketing your practice to gain the best clients possible?
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Client Relationship Development
July 2006
It is often said that it easier and less expensive to keep a client than gain a new one. Many studies provide specific numbers, but to me it is common sense that keeping a client happy should be more of a focus than gaining new ones. Focusing on developing client relationships is the foundation for all of the best organizations.
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Trusted or Primary Advisor?
April 2006
Imagine a plane that is about to take off. On the plane are a client’s financial advisors. Questions one might ask are: Who is in the pilot’s seat? Who is in the co-pilot’s seat? Who is in first class and who is in coach? These are questions CPAs should be asking themselves in today’s commoditized and competitive world.
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How to Deal With Common Objections in Sales
April 2006
Sales and revenue production can be a frustrating game when prospects don’t buy. Too often in sales, price is the main objection by prospects. While there are times when this is legitimate, price objections can be indicators that you have failed in your sales process.
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Qualifying Leads in the Sales Process
April 2006
In a perfect world businesses would have unlimited quality leads to offer their products and services to. The reality is that a majority of leads will be eliminated in the qualifying stage of the sales process. How does one determine if a lead is qualified or not?