PASSO A PASSO DA ENTRADA DE UM NOVO CLIENTE NA CONTABILIDADE!

Summary

This video explains the essential steps for managing client entry in an accounting firm. It covers the importance of marketing, sales processes, client qualification, and onboarding. The speaker emphasizes the significance of building strong relationships through a structured process that ensures client satisfaction, with attention to details like legal documentation and customer support. Key processes such as legal registration, client success management (CS), and continuous follow-ups are discussed to ensure smooth operations and client retention. The speaker encourages accountants to invest in marketing and provide personalized services to foster business growth and long-term relationships.

Takeaways

• 😀 Marketing is crucial for attracting potential clients, especially for accountants who need to invest in digital marketing and work with marketing professionals.
• 😀 A strong sales process is vital for qualifying the right clients and ensuring growth. Not all leads should be accepted; qualification is key.
• 😀 Legalization is an important part of the client journey. It ensures the business is properly registered and all required documents are analyzed.
• 😀 Customer Success (CS) plays a crucial role in client onboarding and ensuring smooth communication throughout the journey, including updates on CNPJ, contracts, and other important details.
• 😀 Offering valuable content and differentiators from the start, such as a VIP client area and an exclusive app, sets your business apart and creates engagement.
• 😀 The onboarding process is essential for educating the client, aligning expectations, and explaining contractual terms and tax responsibilities.
• 😀 The client’s success and long-term satisfaction are reliant on good post-sale communication and a process that addresses ongoing needs and provides opportunities for upselling.
• 😀 Clear communication about the service provided, including what is and isn’t covered in the contract, is necessary during onboarding to avoid misunderstandings.
• 😀 After the client completes onboarding, consistent follow-up with personalized communication ensures they stay satisfied with your services and stay engaged.
• 😀 A strong post-sales process includes checking if what was promised during the sales process is being delivered, ensuring client satisfaction, and requesting referrals to grow your client base.

Q & A

What is the main goal of a client’s entry journey in an accounting firm?

The main goal is to ensure that all steps are executed excellently, leading to strong client relationships, longer retention, and the potential for scaling the business by attracting more clients.

How does marketing contribute to the client entry journey?

Marketing plays a crucial role by creating demand and attracting potential clients through content marketing and strategic campaigns, helping to establish the firm’s brand and reach a wider audience.

Why is client qualification important during the sales process?

Client qualification is vital to ensure that only clients who align with the firm’s business model and expertise are onboarded. It helps in filtering out unsuitable clients, ensuring better relationships and more efficient service delivery.

What role does the legalization process play in the client entry journey?

The legalization process ensures that all the necessary legal steps, such as opening a business and reviewing documentation, are handled properly. This is crucial for ensuring that the client’s business is legally compliant and ready for operations.

What is the purpose of Customer Success (CS) during the client onboarding process?

CS is responsible for guiding the client through the initial stages, informing them about key processes, handling any issues, and providing access to essential resources such as apps and educational content, ensuring a smooth start.

Why is having an effective onboarding process critical for client success?

Onboarding is important because it sets the foundation for the client’s understanding of the services, contract terms, and operational responsibilities. It also ensures they are aware of deadlines, payment requirements, and other essential business practices.

What types of communication channels should be established during the client onboarding phase?

Clear communication channels such as WhatsApp for quick inquiries, scheduled phone calls for deeper discussions, and regular meetings are essential. These help manage client expectations and ensure smooth interactions.

How does the financial department fit into the client entry journey?

The financial department is involved early on, especially during contract signing, ensuring that all financial aspects, such as payments and contract terms, are clearly defined and agreed upon.

What is the role of post-sales in maintaining client relationships?

Post-sales is crucial for checking client satisfaction, ensuring that the firm’s promises are being met, and identifying any new needs the client may have. It also provides an opportunity to offer additional services or upsell to enhance the relationship.

What makes a good post-sales process in an accounting firm?

A good post-sales process involves continuous engagement with the client, obtaining feedback on their experience, ensuring that they are satisfied with the services, and exploring any further needs they may have for additional solutions or services.