Client listening is a growth strategy, says Lesley Hornung.
Professional services firms spend a great deal of time thinking about growth. We invest in campaigns, new propositions, sector strategies, pitches and increasingly sophisticated business development programmes designed to bring new clients into the firm. But one of the biggest opportunities for organic growth may already be sitting inside the client base.
Earlier this year, HLB partnered with McorpCX to explore a problem we see across accounting and advisory firms: revenue leakage. It describes the growth that quietly escapes from existing client relationships.
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