19/28/2016
Click to edit Master title styleMaking referrals happen
Malcolm Ward, Global CEOChris White, BD consultant
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Needed soon…..
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Making
businesses
more
valuable
Our mission …..
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Making
businesses
more
valuable
Being
different
(better) than
competitors
Being valuable & different
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The competition are undoubtedly
talking to your clients about
this right now!!
6CONFIDENTIAL
7CONFIDENTIAL
Revenue
Being valuable & different
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The AGN Global BD Agenda
Going international
New Corporate ID •
New website•
Social media •
Templates•
Collateral•
• Thought
leadership
• Client
satisfaction
• BOB
• Sector strategy
• Sales & pitch
methodology
9Strictly CONFIDENTIAL
Moving the conversation on
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I. Being distinctive
II. Giving great service!
Being valuable & different
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– right now!
Excellent, Connected and Individual
Part I. International signature service ideas
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Two major opportunities staring us in the face….
Immaterial Subsidiaries
Entrepreneurial Pathways
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Immaterial subsidiaries
A commercial opportunity for members of AGN
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Servicing immaterial subsidiaries What are they?
• Subsidiaries of major international trading groups who’s asset value doesn’t material relative to the total value of the assets of the business.
• Administrative irritation for large international businesses and unprofitable for a Big 4 firm (usually incumbent) to service.
Why us?
• Prime target market – probably $2m to $100m turnover
• Often non-audit
• We can provide excellent service
• International capability means we can segue into existing global set up
• Big firms even admit they can’t service them properley
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AGN member firm: Wirtschafts Treuhand?
Client: Estee Lauder (global) = 150 countries
under 34 brand names. HQ in NY. 2015 Sales
$11bn. Listed in NY. 42000 Emps.
In Germany? Estee Lauder Companies GMBH •
Munich/Cologne. 1100 employees.
2015 • sales €200m. Retail, Online, Pharmacies,
Salons.
Marketing: Client loyalty meant that the client followed Heinz from Arthur Anderson.
Assignment
Statutory Tax Declaration Tax Package US •GAAP, Tax Audit (TPD), Tax Optimization, Information & Training (NL)
Payroll and social security. Executive Payroll, •expatriates and remuneration audit
Contact partner: Heinz Willhelm-Buhler
Immaterial SubsidiariesEstee Lauder – Global Audit and SOX KPMG
CASE STUDY 1
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AGN Member firm: Redwitz Associates, New York,
USA.
Client: International beauty products group.
Specialist in private label beauty products. Team of
250 people with over 80 major customers.
Privately owned business founded in France in
1997.
Marketing: This was a referral from an French AGN
member firm.
Redwitz Assignment
• Audit US subsidiaries based in New York.
• Provide audit opinion on US numbers.
• Previously provided all US tax work.
Results
• Satisfied client over a long period. Relationship
has survived the departure of the French
member firm, and the loss of the tax work in US.
Contact partner: Randy Redwitz
Immaterial SubsidiariesMaesa – Global audit Big 4 firm
CASE STUDY 2
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AGN Member firm: Adams & Miles, Toronto,
Canada
Client: German based international logistics
business. $4bn revenues. 56 countries. 240 offices.
11000 employees.
Marketing: CGL H.O. encouraged subs to find
domestic auditors (with international affiliation).
Shortlisted because of sector experience and
because of AGN.
Adams & Miles Assignment
• Canadian subsidiary audit and Canadian tax returns.
Results
• Reduced costs (compared to PwC), less
disruption during the audit, more interaction with
their accounting firm as they knew who to call
when they had a question.
Contact partner: Tony Sokic.
Immaterial SubsidiariesANONHL – Global audit PWC
CASE STUDY 3
ANONHL
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Entrepreneurial pathways
A commercial opportunity for members of AGN
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Entrepreneurial pathways What are they?
• Europe to China, US to Europe, Asia to US
• Small businesses with international growth plans
• There are existing support structures in place eg Govt grants, tax incentives, trade deals, sector support,
Why us?
• Prime target market
• We have the experience and capability
• We are connected in a world where the clients aren’t.
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Entrepreneurial pathways Inbound – Germany to ChinaClient: German manufacturer of furniture
components.
• Sales falling and loosing market share.
• Client sought cost advantage through
production in China.
Fiducia’s Assignment
• Assess market potential and make
recommendations
Fiducia’s Approach
• Talked to clients and industry leaders. Quantified market size and segmentation. Developed a brand and product strategy.
Results
• The client recently commenced production
with the help of a cooperation partner.
Contact partner: Thaddaeus Mueller
“Market and Competitor Analysis
in Furniture Components - While
domestic competitors were
thriving, the client’s sales in China
were flat”.
CASE STUDY 1
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Entrepreneurial pathways Inbound - Australia to UK Client: Australian company £20m t/o.
Personalized products – books, gifts, labels
• In last 7 yrs moved into an online business
in US/Can/Aus/NZ
• UK was a massive potential market
(language) but Tax and VAT was an issue
Shipley’s Assignment
• Identify the structural (tax) options available and assist with implementation
• Tax, VAT advice, VAT registrations and guidance on VAT returns
Results
• Successful penetration of the UK market.
Confidently navigated complex VAT rules
applying to complexities around both
manufacturing in the UK and importing to
the UK.
Contact partner: Nancy Cruickshanks
CASE STUDY 2
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Entrepreneurial pathways Outbound - Germany to Turkey Client: German international hoist manufacturer
supplying the global construction industry.
• Expansion strategy was to establish a
manufacturing capability in Turkey to supply
the Middle East.
Tueuhand Assignment
• Review the LOI between the Hoist and a potential Turkish partner.
• Worked with Turkish AGN firm to establish the J/V for the client; accounting system, advised on VAT, customs and transfer pricing.
Results
• Hoist were able to expand into the Middle
East through with the assistance of AGN
firms in Turkey and Germany.
• AGNs involvement helped Hoist reduce the
risk and exposure associated the strategy.
Contact partner: Werner Kleinle
Hoist GmbH
CASE STUDY 3
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Client: Specialist in fluid heat transfer systems
used in many aspects of manufacturing.
With increasing demand in Asia • Budzar (an
existing client) needed to expand their
operation in China.
Meaden Moore Assignment
MM introduced and worked with the Chinese •AGN member firm to provide local support
Audit and accounting services, tax •preparation and planning, risk management and International regulatory advice
Results
Client risk in Chinese expansion is minimized •
with AGN support.
Meaden• Moore have avoided any risk that
the client might look for advice elsewhere.
Contact partner: Jim Rollins
Entrepreneurial pathways Outbound - US to China
CASE STUDY 4
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International signature service ideas
Table exercise 1
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International signature service Criteria for the new service - aligned to AGN brand
Excellent
• Can we deliver it across territories?
• Can we do it to a high standard?
Connected
• Is it joined up?
• How does the service leverage the AGN network?
Individual
• How was the service bespoke to me?
• How do we go that extra mile?
• How will we deliver world class client service at each stage?
Via your web browser: Go to PollEv.com/agnintand save it as a bookmark (so you can return to it easily when survey is ready)
Download the Poll Everywhere app on your phone and sign up as a ‘participant’ and then use the username ‘agnint’ (in the ‘Join the Presentation Box’ it will have to say ‘PollEv.com/agnint)OR
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Get some
coffee
too!
International signature service ideas Table exercise – 30 minutes.
Define a new global service sweet spot service proposition for AGN to offer globally
Table exercise 1
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International signature service
Question 1: Which of these service ideas do you think is the best “signature” service for AGN across the globe?
• Service Idea A
• Service idea B
• Service idea C
• None of the above D
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International signature service
Question 1: Which of these service ideas do you think is the best “signature” service for AGN across the globe?
• Service Idea A
• Service idea B
• Service idea C
• None of the above D
Question 2: Of these service ideas, which are you likely to pursue as part of your own stategy?
• Service Idea A
• Service idea B
• Service idea C
• None of the above D
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International signature service
Question 1: Which of these service ideas do you think is the best “signature” service for AGN across the globe?
• Service Idea A
• Service idea B
• Service idea C
• None of the above D
Question 2: Of these service ideas, which you are likely to pursue as part of your own stategy?
• Service Idea A
• Service idea B
• Service idea C
• None of the above D
Question 3: Do you have any other suggestions that hasn’t been discussed today?
• Answer = freehand
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Needed soon…..
Prizes…..
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Part 2Achieving world class customer service A revised customer charter
A new client satisfaction monitoring system
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Jeff Bezos (Amazon) would bring an empty chair into meetings to represent “the
most important person in the room,” the customer.
“If there is one reason we have done better than our peers in
the Internet space … it is because we have focused like a laser on customer
experience.”
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1995
Sony
launch the
PS1
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• A competition amongst tables to decide who has the
best client service tale.
• Discuss your stories of something you have done or
experienced that demonstrates great CS in the
accountancy/business advisory context.
• 20 minutes
• Tables to present examples.
Table exercise 2
Client Service Stories…
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"No enterprise can exist for itself alone.
It ministers to some great need, it
performs some great service, not for itself,
but for others; or failing therein,
it ceases to be profitable and ceases to exist. ”
John Calvin Coolidge Jr. (July 4, 1872 – January 5, 1933) 30th President of
the United States (1923–29).
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Part 2Achieving world class customer service A revised customer charter
A new client satisfaction monitoring system
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The AGN Global BD Agenda
• New Corporate ID
• New website
• Social media
• Templates
• Collateral
Thought •
leadership
Client •
satisfaction
• BOB
• Sector strategy
• Sales & pitch
methodology
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Part 2Achieving world class customer service
A revised Customer Charter – coming, Q4 2016
A new client satisfaction monitoring system
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Part 2Achieving world class customer service
A revised Customer Charter – coming, Q4 2016
A new client satisfaction monitoring system
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Global client satisfaction feedback system
• Online system designed to gather client feedback
• 1) referral feedback 2) project feedback
• Pilot Q4 2016
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In Beta
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A sneak preview of the system:
Stage 1 – the referring partner registers
Stage 2 – client rates initial response
Stage 3 – client rates project satisfaction
Transparent throughout 3-ways: referrer, referee and AGN
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49CONFIDENTIAL
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