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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.

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ICAEW resources

Practice helpsheets
  • Hub page
Helpsheets prepared by ICAEW Technical Advisory Services to assist you in your day-to-day work. We offer practical advice, respond to frequently asked questions and highlight the issues you may need to consider.
Practice value-adds
  • Webinar
This session covers how you can add value to your clients and the role technology plays. A Sage webinar series designed to give you MORE from your practice.
Supporting your clients
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.
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Small Practitioners Community
  • Promotional material
Exclusive to ICAEW members in practice, this community provides sole practitioners and small firms with bespoke content, webinars, exclusive benefits and networking opportunities.

eBooks

The ICAEW Library & Information Service provides full text access to a selection of key business and reference eBooks from leading publishers. eBooks are available to logged-in ICAEW members, ACA students and other entitled users. If you are unable to access an eBook, please see our Help and support advice or contact library@icaew.com.
Exclusive Value pricing for accounting professionals: a complete guide for accountants and bookkeepers to find the right clients and increase profitability
  • eBook
  • 2022
  • Mark Wickersham
  • Kogan Page
Looks at how accountants and bookkeepers are pricing themselves incorrectly. Assessing the value of preparing accounts can be difficult - this book focuses on a practical approach with case studies of firms of accountants and bookkeepers sharing their story of how they've managed to get better prices and better results.
Exclusive Disclaimers and exclusions of liability
  • eBook chapter
  • 2021
  • Simon Salzedo, Tony Singla
  • Bloomsbury Publishing
A chapter on the ways in which accountants may manage the extent of any potential liability that they might incur to their clients or to third parties. It covers the use of disclaimers in reports, the production of ‘hold harmless’ letters, the incorporation of exclusion or limitation clauses in engagement letters, and more.
Exclusive Rattiner's secrets of financial planning : from running your practice to optimizing your client's experience
  • eBook
  • 2020
  • Jeffrey H. Rattiner
  • Wiley
Financial planning involves everything from determining the client's financial position, cash flow, and investment strategies, to income tax planning, risk management, insurance, and retirement and estate planning. Financial planners and advisors are responsible for recommendations and decisions that help people define and achieve their financial goals.
Exclusive Becoming a trusted adviser
  • eBook chapter
  • 2018
  • Della Hudson
  • SRA Books
A chapter on how to add value for clients and the pros and cons of advisory work, in this book designed to help a qualified accountant to start a successful business from scratch with no personal or business contacts.
Non-executive director's handbook 4th edition
  • eBook
  • 2016
  • Brian Coyle
  • ICSA Publishing
An essential source of reference and route map for the position of Non-executive director. Contains case studies and checklists throughout.
Terms of use

You are permitted to access, download, copy, or print out content from eBooks for your own research or study only, subject to the terms of use set by our suppliers and any restrictions imposed by individual publishers. Please see individual supplier pages for full terms of use.

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Online articles

The ICAEW Library & Information Service 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.
Exclusive How frontline staff reflect your brand
  • Article
  • 01 Dec 2023
  • Lisa Tierney
An article on the importance of frontline staff in reflecting a company's brand and reputation. The author shares a personal experience of witnessing a disgruntled receptionist at an accounting firm and emphasizes how negative attitudes from frontline staff can leave a lasting negative impression on clients. The author concludes by urging firms to treat their frontline staff with respect and recognize their importance in delivering a great client experience.
Exclusive Tips for building a firm to the right size for you: Lessons learned from a practice seeking to grow better but not always bigger
  • Article
  • 01 Dec 2023
  • Keila Hill-Trawick
Keila Hill-Trawick, Certified Public Accountant, shares lessons learned in building their boutique firm, Little Fish Accounting. Key success factors highlighted include tracking, evaluating, and changing services based on metrics, developing a strategic staffing strategy, and seeking advice from peers to avoid mistakes and gain guidance.
Exclusive Six communication dos and don'ts for next-gen advisers
  • Article
  • 01 Dec 2023
  • Kristine McManus
Good communication is more than the way you speak - it's about making sure clients feel heard, says Kristine McManus. The article offers advice on client management for financial advisers, highlighting communication essentials such as setting expectations, clarifying value propositions and avoiding haphazard communication.
Exclusive A team and a plan to elevate the client experience
  • Article
  • 01 Nov 2023
  • Gary L.Boomer
Advice on creating an accounting team with well-defined roles: client relationship manager, the marketing specialist, the sales executive and technical and support roles. The article concludes with a five-step action plan for accounting firms to elevate their client experience.
Exclusive Navigating the shift
  • Article
  • 01 Oct 2023
  • Antoinette Alexander
Are you an advisory accountant? That is a question accountants should consider as the profession continues to pivot away from compliance-first business models in favour of delivering more strategic and transformative services, says Antoinette Alexander. The rise in client expectations, advancements in technology, and an influx of data have resulted in a new take on 'advisory' services.
Exclusive Do you know what your firm sells?: A lack of clarity can be an enterprise killer for accountants
  • Article
  • 01 Nov 2019
  • Darren Root
Redefine the range of services your firm offers, based on the market and evolving client needs.
Exclusive They need you, they're just not always sure what for
  • Article
  • 01 Dec 2018
  • Daniel Hood
Accounting Today's 2018 Small Business Accounting Insights survey uncovers accountants' clients' biggest needs.
Exclusive Time to enhance your client experience
  • Article
  • 01 Sep 2018
  • Dom Esposito
Relationship building advice for accounting firms wanting to improve their client experience.
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Articles and books in the ICAEW Library collection

The collection of the ICAEW Library & Information Service includes a collection of articles, books and model documents that can support your work. Use the links below to see what we have available to request in our Library catalogue (Libcat).
Managing risk: a guide for accountants and tax advisers
  • Library book
  • 2019
  • K.Eckstein
  • Claritax Books
Aimed at smaller and mid-sized firms, this book highlights areas of danger and advises how firms can develop processes to reduce the risks. Practical advice is given on such topics as engagement letters, liability caps, invoicing, office systems, and managing planned and unplanned staff absence.
Bill what you're worth
  • Library book
  • 2016
  • D.W.Cottle
  • AICPA
This book explains common pricing methods and methodologies and how to discuss pricing with clients. It also offers advice on how to motivate employees to bill what they're worth.
Wallet share: grow your practice without adding clients
  • Library book
  • 2013
  • L. Eisenstaedt
  • Createspace
Introduces the 3x3x3 client service model to help practices strengthen relationships with their clients. Chapters are: client prioritisation; changing behaviours and results by understanding the client's reality; why did that client leave?; 3x3x3 client service model; 3x3x3 client service plans; 3x3x3 accountability; and building on the 3x3x3 model.

Find more titles

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

You can obtain copies of articles or extracts of books and reports through our document supply service.

Useful links

State of Accounting Firms Trends Report 2023
  • Website
  • Caseware
Results from a CaseWare global survey, providing insights into how accounting firms are looking to improve their client engagement process and adjusting to working with clients in a mostly virtual environment. Requires free registration to download.
Terms of use

ICAEW accepts no responsibility for the content on any site to which a hypertext link from this site exists. The links are provided 'as is' with no warranty, express or implied, for the information provided within them. Please see the full copyright and disclaimer notice.

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Exclusive to ICAEW members in practice, this brand new community provides sole practitioners and small firms with bespoke content, webinars, exclusive benefits and networking opportunities.
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