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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.

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 leading business, finance and management journals. These journals are available to logged-in ICAEW members, ACA students and other entitled users subject to suppliers' terms of use.

Online accounting software: three firms share their journeys into the cloud

The article presents case studies of accounting firms who were successful through technology using cloud computing software. Software services included payroll management, servicing remote clients, and doing bill payment, software products included Xero, QuckBooks Online, and Sage Business Cloud Accounting.

They need you, they're just not always sure what for

Accounting Today's 2018 Small Business Accounting Insights survey uncovers accountants' clients' biggest needs.

Time to enhance your client experience

Relationship building advice for accounting firms wanting to improve their client experience.

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Useful links

Small Business Accounting Insights 2018
Accounting Today magazine survey of US small-business owners and executives. The survey investigated which accounting services the businesses value and what they look for in an accountant.

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 and books

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.

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

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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