Engagement and Client Retention Best Practices (ECR2)

Overview

Positive client relationships require work. Miscommunication, unrealistic expectations, and differing personality styles may strain a client’s relationship with professional advisors. Fortunately, there are tested strategies that foster and strengthen client relationships. Creating appropriate boundaries early on is one of many effective strategies that can help. This course explores actions accounting and finance professionals can take to create and grow their client relationships. This webinar provides actionable insights on how to engage new and old clients alike. Strained client relationships can harm both the client and the firm’s profitability. Yet automation, for example, allows some firms to remain more engaged while others miss the mark. There is a science underlying client retention that involves understanding the client journey, ensuring consistent client interactions, and equipping employees with the tools needed to satisfy client needs. Understanding these skills should help you protect the relationships that sustain your business.

Major Topics:

• Managing client expectations
• How automation improves client engagement
• Understanding the role of feedback systems
• Seeking referrals
• Building client loyalty
• Customer retention marketing
• Expanding services offered to clients
• Knowing when it is appropriate to enter new markets

Learning Objectives:

• Create and implement a client retention strategy
• Create content to educate clients
• Track customer retention metrics
• Leverage employee engagement with clients
• Map your customer journey
• Understand the role of technology in improving client retention