When a firm hears directly from its clients and prospects what it is doing well – and not so well – during the sales process, it can be a very eye-opening experience. Firms often find that the key issues they thought were at play during a pursuit were actually not the most important factors in the decision process.
Rainmaker’s Client Loyalty Development process includes a comprehensive study of your accounting firm’s client base. Tailored around your firm’s unique needs, our Client Loyalty Survey provides insight into your clients’ perception of your firm, including, but not limited to: image, responsiveness, billing and pricing issues, competitive position, service quality, overall value provided, and anticipated future service needs.
It is what we do with the data that defines our Client Loyalty Development process. Once the data is collected and analyzed, we focus on applying that data to drive necessary change to strengthen your client relationships. Our Client Loyalty Development service regularly identifies at-risk clients, providing firms a chance to proactively turn troubled relationships around.
Win/Loss Reviews will eliminate the guesswork and put the client’s most important decision-making factors front-and-center so that you can focus on continuous improvement. Rainmaker will conduct reviews of selected pursuits to gather and analyze client insights, then present them in a way that will help improve your win rate, shorten the selling cycle, increase deal sizes, and strengthen your brand.
Our approach has proven to be a very effective means of providing what you need to know about leading and lagging pursuit efforts across the firm, thus helping take informed action to drive more wins.
Set Up the Process
We will guide the firm in identifying selected pursuits for review and communicating internally about the process. We then connect with relationship leaders to obtain perspective on reasons for win/loss and client contact information. Relationship leaders make introductory contact with clients, requesting their participation in the reviews.
Conduct the Interviews
We set up interviews with client contacts and conduct interviews with them to capture the “voice of the client.” We then prepare written reports with key observations, relevant client quotes, and our recommendations.
Report & Debrief the Results
We will review the reports and our recommendations with designated firm leaders, then offer a coaching call with each relationship leader and pursuit team to debrief each Win-Loss Review.
Win-loss reviews typically cover the client situation and background, what prompted the opportunity, the decision process and criteria, the competitive landscape, what resonated during the pursuit, what could have been improved, and future potential recommendations.
Client firms may select a representative number of Win/Loss Reviews to provide a snapshot of recent pursuit performance. These selections usually include a representative sampling of strategic segments (i.e., some combination of industry, service, and/or geography).
To gain the most value from a Win-Loss program over time, firms may also consider a sustained program in which Rainmaker will systematically conduct Win/Loss Reviews for completed pursuits with its most significant, highest-potential targets. In these arrangements, Rainmaker will develop and maintain a “Voice of the Client Dashboard” that illustrates key performance indicators and trends identified in the Win-Loss Reviews.
“We initially hired Rainmaker to help us create a growth plan for our firm. We received so much more. Rainmaker helped us change many of our processes which enhanced our firm. We are a completely new firm and have benefited very much from the expertise of the Rainmaker team.”
“The client loyalty program proved to be a very useful. The process was smooth, and we received some very valuable feedback from our clients. We appreciate this type of practical service that assists us in client retention.”
“Rainmaker has brought our firm farther in six months than we could have done in six years. Their invaluable insight, ability to work with several personalities, and focused implementation have made them our single most trusted adviser.”
“Through the Strategic Growth Advisor relationship, Rainmaker has been a tremendous resource to us by helping us focus our efforts on the deliverables that we wanted.”
“We engaged Rainmaker in a strategic assessment process which helped us improve in several key areas for future growth and to improve our work-life balance. Their experience and their genuine care for our goals were evident. I recommend Rainmaker if you desire a high performance firm.”
“The Rainmaker Companies have been an integral part of our success. Their knowledge and understanding of our industry and of our company have made it so that we can bring the business to the next level.”
To see if our strategic growth consulting services could be a fit for you or your firm, contact us today.
