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Your CX strategy is all about three things:

• The voice of the client
• Your firm’s CX skills and resources
• Establishing industry-based client teams dedicated to your clients’ business successes.

• The Voice of the Client (aka client feedback)

When launching …

 It’s not unusual for firms that haven’t previously established a client experience (CX) program to face problems. The challenges could include:

• Lack of a national, unified client experience. Often, a firm’s acquisition strategy will result in disparate cultures, histories and approaches in different geographic regions.
• Difficulty …
  

There’s a golden ticket to becoming a Firm of the Future! 

You must define your firm’s client experience (CX) and actualize that experience consistently across the firm. A Firm of the Future doesn’t just survive ─ it thrives if it can capitalize on the fast-paced changes taking place in today’s accounting and consulting industry. Witness things like …

Marketing is critical to the success of your firm’s industry program. And firm leadership as well as industry practice group members must understand the real value professional marketers bring to the table.

In some smaller firms, I’ve seen marketing departments populated with self-made, homegrown marketers who were promoted from receptionist to …

Whether your firm’s marketing resources are in-house or outside consultants, they’re job is to support each aspiring industry luminary and industry team so they effectively leverage industry venues where decision-makers and influencers are found.  Marketing professionals can help guide industry team members with the following:

• After researching the options, marketers should help the …
  

Industry groups are close-knit communities. They make it easier to find direction and focus as you build your network and reputation as an industry specialist. Industry specialization is a sure-fire way to improve your marketplace efficiency and productivity, ultimately making you more successful. Here’s why:

• You want to fish where the fish are. …
  

In a nutshell, a knowledge management (KM) system’s key elements and advantages to your firm can include:

• Establishes the company’s intranet as the primary knowledge-sharing platform. Once a firm becomes larger than one or two offices in nearby geographies, an intranet portal is essential to efficiently share knowledge across the entire firm.

Firms can initiate and build a KM (knowledge management) function as they grow and the need for knowledge sharing expands. To begin, all you need is one knowledge manager with the necessary IT support to launch and maintain the intranet software. Outsourcing this function as an expense, rather than adding resources to the firm’s payroll, is also a …

A knowledge management (KM) program is vital to successfully implement your firm’s industry strategy. KM is really the 21st-century version of library science. It enables the systematic collection of all forms of content and an organized collection and distribution platform, so content can be appropriately shared across the organization. The entire enterprise needs to …