Jennifer Hamberger Chief Marketing Officer Vance McCollough Partner Practice Group Leader – A&A Member of Management Committee Lee Eisenstaedt Founding Partner Moderator

How much untapped opportunity is there to grow your revenue from among your current clients?

We’ve posed this question to more than 150 managing partners across the country. They told us: 24% (range from 5% to 100%)

So, double digit growth is possible… 24% growth from current clients + 3% price increase + 3% adding new clients 30% annual growth X 50% 15% increase per year

Unlocking This Potential Depends On… Retaining current clients Bringing in new business Selling more services to existing clients Retaining your staff Understanding the unmet & evolving needs of clients

Wallet Share

Measuring Wallet Share Client’s Annual Spend with Your Firm Client’s Annual Spend with All Firms Wallet Share Page 8 Client’s spend with you on NON traditional services Client’s spend with you on traditional services Wallet Share Index

Annual Audit Federal & State Tax Returns Business Valuation / Gift Tax Audit Partner Tax Partner Consulting Partner Chief Financial Officer VP of Tax CEO 3x3x3 ℠ Model 3 Services 3 Contacts At Firm 3 Contacts At Client Source: Wallet Share: Growing Your Practice Without Adding Clients, © 2013 Eisenstaedt & Siders Page 9

3x3x3 ℠ Model Source: Wallet Share: Growing Your Practice Without Adding Clients, © 2013 Eisenstaedt & Siders Simplifies complex issue Easy to communicate Promotes collaboration Facilitates accountability Leads to growth, client retention, and staff development

Client Loyalty Assessment

Satisfaction ≠ Loyalty Focused on most recent transaction Backward looking Quick to grow and disappear Must be updated frequently Difficult to apply to marketing and business development campaigns Good indicator of current problems and issues Examines experience over time Forward looking Slow to grow and decline Best updated every months Results allow firms to build individually relevant campaigns Provides roadmap for long term improvement and behavior changes

9 Reasons Why A Firm Would Conduct A Loyalty Assessment? 1.Long overdue 2.Uncover sources of referrals 3.Proactively save or strengthen important relationships 4.Identify opportunities for additional work 5.Get a new Managing Partner or CMO up-to-speed 6.Sharpen the focus of business development and marketing initiatives 7.Accelerate changes in behaviors of partners & staff 8.Establish benchmarks against which to set goals, measure improvement, etc. 9.Ease client transitions due to partner retirements

Page 15  4,000 clients  650 partners  130 firm leaders L. Harris Partners Has Surveyed… © 2013 L. Harris Partners, LLC

Examples of What We’ve Discovered From Clients 40% do not find their CPA firm to be “unique” 35% use multiple firms 29% claim they don’t know all the services their CPA firm provides 61% find the fees charged to be “fair & reasonable” 78% describe their fees as a “good value” 60% are “loyal” to their firm –Partners think 40% of their clients are “loyal” 62% are likely to recommend their CPA firm to others

ListenInterpret (re) ActMonitor Continuous Cycle

Jennifer Hamberger Chief Marketing Officer ( 716) Vance McCollough Partner Practice Group Leader – A&A Member of Management Committee (972) Lee Eisenstaedt Founding Partner Moderator (312)

Special Offer for AWEBLive! Attendees Published May pages Paperback Learn more about… 3x3x3 model Processes for obtaining feedback Growing your business without adding clients Receive a 25% discount off the cover price ($14.96 vs. $19.95) by: Visiting Using the discount code: 37CMBAFQ

Jennifer Hamberger Chief Marketing Officer ( 716) Vance McCollough Partner Practice Group Leader – A&A Member of Management Committee (972) Lee Eisenstaedt Founding Partner Moderator (312)