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Client management

A strong client relationship is vital to the success of any accounting practice. On this page we provide a selection of resources on client care, client management and how to build successful client relationships.

What's on this page?

  • Online articles
  • Useful links: CRM systems
  • Articles and books in the Library collection

Contact the Library

Expert help for your enquiries and research.

E  library@icaew.com

T  +44 (0)20 7920 8620

Featured article

The value of client managers
AccountingWeb, December 2017
Client managers can keep firms moving while everyone else is standing still. In self-assessment season, even a small accountancy practice could benefit from a client management specialist.

Featured interview

Armstrongs Accountancy: in it together
Economia, April 2015
How the award-winning Coventry practice has built itself up within the heart of its community, acting as trusted advisers to clients. 

Online articles

The library provides access to a range of articles in full text from leading business, finance and management journals. Access to articles is provided to logged-in ICAEW members, ACA students and other entitled users subject to suppliers' terms of use.

Your accountant can help you succeed at succession

The article focuses on role played by accountants during sales of a business to a new owner.

How to keep clients after an accounting practice sale

Looks at the seller's perspective on lowering transitional risks, how the seller should communicate with their clients, and the need for the buyer to minimize change for clients in the first years after closing.

CRM in accounting: the tide turns

Article offers insights on the adoption of customer relationship management (CRM) solutions by accounting firms.

Getting and keeping clients

The article discusses the importance of customer relationship management (CRM) software for accounting firms in getting new and keep existing clients. Topics covered include strengthening existing client relationships, the role of CRM in data collection to understand the needs of clients and the integration of CRM with practice management software.

Who will you work with?

Picking the right clients for your accountancy firm can make you both richer and happier.

Showing 5 of 25 items

Useful links

CaseWare top 100 practices survey 2015 
Results from a CaseWare survey of accountants at the UK's top 100 practices, which looks at how often accountants meet their clients to discuss business and strategic matters. Requires free registration to download.

A selection of articles and links on CRM systems are available from our Customer Relationship Management (CRM) page.

Articles and books in the Library collection

Selected articles

Generating leads
Financial Accountant, Sep/Oct 2014
The author outlines tried and tested ideas for attracting new clients to a practice. Identifying a practice's ideal clients is the foundation of successful lead generation; a mixture of traditional and new lead generation methods yields the best results.

Shelley Stock Hunter: the listening business
Economia, May 2013
A profile of accountancy practice Shelley Stock Hunter, which places a firm emphasis on client relations: it acts as part of its clients' organisations, contacting them daily, and bills for the services provided rather than the hours spent on projects.

Selected books

Wallet share: grow your practice without adding clients
(Createspace, 2013)
Introduces the 3x3x3 client service model to help practices strengthen relationships with their clients.

Accountants, the natural trusted advisors: how proactive, value-added services can help you live up to your status.
(VIVID Publishing, 2012)
Colin Dunn reveals methodologies that all accountants can implement to become the advisor their clients cannot do without.

What do accounting clients really want?
(Thomson Reuters, 2011)
Offers readers the necessary insights to understand the mindset of people who buy accounting services. In a series of 20 interviews with CFOs and managing directors, the author seeks the answers to questions such as: 'how important is price to clients?'; 'does a firm's brand affect the client's decision?' and 'what do CFOs want when engaging a new accounting firm?'.

Find more articles and books

To find out how you can borrow books from the Library please see our guide to book loans.

You can obtain copies of articles or extracts of books and reports by post, fax or email through our document supply service.

Can't find what you are looking for?

If you're having trouble finding the information you need, ask the Library & Information Service. Contact us by telephone on +44 (0)20 7920 8620, by web chat or by email at library@icaew.com.

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