It’s time to break away from the chains of your desk, and get mobile with Deltek Touch Time & Expense, and Touch CRM 1.3. With these apps, both available in iTunes and in the Play Store, it is now easier than ever to research (and update) contact records, as well as capture expenses and track time on the go. Take advantage of the following features, and provide your staff with the most powerful remote tools and utilities to do their jobs to the fullest:

Deltek Touch Time & Expense 1.3:

• New Name, New Features, Same Reliability | In this release, expenses were added to the Touch Time application, and the application name has officially changed to ‘Touch Time and Expense’. No more waiting to manage timesheets and create expense reports. Avoid forgetting the details or losing receipts by entering as you go. Wherever your mobile device is, Touch Time & Expense follows.
  
  
• A Picture is Worth a Thousand Words | Touch Time and Expense allows you to create a new report, and then associate expense with that report. Take pictures of receipts, and upload them directly!
  
  
• Numerous User Experience and User Interface Upgrades | A number of improvements have been made to the application to improve your experience. Upgrades include:
  
  
  • A sliding menu to replace all tabs and provide quick access to Help and Log Out.
     
  • A menu button to allow you to perform specific tasks for timesheets and expense reports.
    
    
• Math is Hard, Let Your Apps Figure it Out | Touch Time & Expense allows you to select or update default transaction currency and exchange rate for an expense report. This screen, however, only displays if Multicurrency is enabled in Vision core.

Deltek Touch CRM 1.3:

• Touch Knows How to Push Your Buttons | Touch CRM now has buttons, with icons, to replace labels on certain screens. Examples of new buttons include:
  
  
  • ‘List Button’ - Tap this button to display options specific for the contacts, clients, and opportunities screens.
     
  • ‘Pen Button’ – Tapping this button allows you to edit contact, client, and opportunity information.
    
    
• No Mobile Limitations | Touch CRM allows you to search, edit, and add clients on the go. In addition, add or update Opportunities with the touch of a button.
   
• Syncing Made Easy | Touch CRM automatically syncs up with your Deltek Vision system, and allows you to create activities and calendar events on the desktop, and access them on your mobile device.
   
• Full Visibility | See user defined fields in contacts, clients, and opportunities. Additionally, Touch CRM 1.3 gives you the ability to view activities!
   
• It’s All One Touch Away | Make a phone call, send an email, or map an address with the touch of a button.
  
  
• And more | Interested in learning more about the features and functionality included in Touch 1.3? Reach out to us today for a demo, and start operating better!

Are you currently using the Touch applications? If so, respond below and let us know what your experience has been like so far.

Myth or Reality: Higher utilization yields higher revenues? Well, both actually.  But before I explain, I’m going to start with this quote from Zig Zigler,

“Success is the maximum utilization of the ability that you have.”

This is the perfect quote to start our discussion regarding utilization, because it specifies that success (i.e. defined by higher revenues for most companies) comes from utilization of ability and NOT from a higher utilization of time.  

The time utilization myth

Too many professional services firms looking to improve revenue and profit numbers are chasing this goal a bit myopically.  Their logic sounds reasonable but comes up against a “theory vs. reality” wall:  more money comes from higher utilization of resources, i.e. their consultants.  So they put into place incentive programs that encourage their consultants to work more.  Consequently, these consultants put in high numbers per week leading, too often, to burnout and turnover coupled with the often very ugly effect of lowering customer satisfaction, because the consultant has lower motivation for solving and higher interest in billing.  

The balance with reality

Luckily, these days, more and more professional services firms are wise to this “higher utilization brings higher dollars” fallacy.  They understand that chasing the utilization dollar by itself is a delusion.  Here are the steps of the real logic:

1. Greater financial rewards for companies come from happy, prepared, challenged and respected employees, because
2. These employees do what’s best for their customer, while still balancing the number of hours it took to solve their customer’s problem, and
3. Then, customers who have had previous problems solved, use your company’s consultants again thereby generating even more revenue.   

This brings us back to our initial quote –business success comes from utilizing employees’ abilities and not just their time. 

But how?  How does a company go from making employees focus on utilization to their being self-motivated to be happy and work more, successfully?  Here are three suggestions.

1. Know, really know, where your consultants strengths are.  Why is that important to utilization, you ask?  For two reasons:  1) it’s not the number of consultants you use; it’s the right consultants, and 2) happy employees who are on project they are good at work harder simply because they are happy.  A circular logic that is, indeed, true.  If you know what your consultants are good at and organize projects accordingly, your happy employees will continuously work a) harder because they enjoy it and b) smarter because they are good at it. 
2. Get rid of “high utilization” numbers as the sole focus of employee incentive plans.  Sure, it’s okay to keep a facet of utilization in the verbiage of their incentive programs, but balance that with another positively motivating focus like customer satisfaction, so that employees get the message that they need to work hard to solve customer issues and not just bill high numbers.
3. Better utilization comes from better processes. Take a close look at the work your consultants are doing.  Are they overwhelmed with administrative and/or manual processes (e.g. filling out project planning forms, expense reimbursement processes, or dealing with emails/directives which constantly impact work week schedules)?  Now, take a close look at how many of these could be automated or even switched to a different employee whose job is NOT consulting with customers.

Utilization is not just about improving your professional services firm’s revenue and profit numbers; it’s really about

• Automating processes to make not only your consultants but also your entire company more efficient
• Shifting administrative work to non-utilization based employees
• Balancing utilization incentives with more employee and/or customer focused incentives
• Focusing on your consultants’ strengths

But you don’t have to do this alone.  Reach out to us to take a look at your utilization and see, first hand, how making these small changes will yield big results. 

The newest version of Deltek Vision (7.3) has been released, and along with it comes a new slew of powerful features and functionality. As always, operating on the newest version of Vision gives your firm the ability to manage better, achieve more, and improve your ability to better track your projects and efforts. Let’s take an overview glance of the new benefits.

Vision 7.3 Product Enhancement Synopsis

• Manage company paid credit cards | 7.3’s new credit card functionality streamlines cost accounting. Features include the ability to setup credit cards, import credit card charges, and reconcile credit cards.
• Expanded internationalization and localization features | New globalization functionality included in 7.3 gives your firm the tools needed to expand into new markets, and win more work!
• Improved compensation break out | Gain additional insights into fee structures with detailed compensation breakouts.
• Dashpart enhancements | Users can now choose which columns to include in info center dashparts; including user defined info center dashparts. Additionally, the dashpart can be populated with work breakdown structure level two or three record data.  Lastly, users can create an Invoice Review dashpart; providing a quick summary of outstanding receivables for chosen projects.
• Core CRM | Users can now edit activities directly in the grid. Many new text editor features have been improved; including highlighting misspelled words and the ability to add words to the spelling dictionary.  Enhancements to the Opportunity Forecast Report; including revenue allocation for fiscal years.
• And more | Interested in learning more about the features and functionality included in 7.3? Reach out to us today for a demo, and start operating better!

Is Your Firm Prepared for Deltek Vision 7.3?

Because of Microsoft’s de-support of Windows XP in April 2014, Deltek can no longer support the Windows XP client operating system beginning with Vision 7.3 and extending to future releases.

The following client operating systems will be supported for Vision 7.3:

• Windows 8 or 8.1
• Windows 7
• Windows Vista

Additionally, to use this new version you must ensure that .NET Framework 4.5 or 4.5.1 is installed. For more information on the .NET Framework and to determine how best to deploy the 4.5 or 4.5.1 release within your organization, please refer to the Microsoft web site at http://www.microsoft.com/net.

Becoming a champion of project management is as easy as solving a puzzle. The puzzle is rather complex and requires specialized training with a very specific kind of expertise, but a puzzle nonetheless.  So what does it mean to be a project based firm? What do project managers do? What do project KPI’s have to do with project management?  As with all puzzles, the best way to solve is to take the puzzle apart, piece by piece, and decode it.

Puzzle One: Am I a project based firm?

Interestingly, business theorists debate as to what determines “a project based firm”.  There is not a hard-and-fast rule for defining whether or not you’re project based and would need the services of a project manager. So let’s just stick with the basics.  The most obvious way to decide is if you have a business model where you perform “projects,” “jobs,” or “services” for external clients.  Ultimately, you are offering your expertise – NOT your goods – to an external customer.

The Project Management Institute says that a project “is a temporary group activity designed to produce a unique product, service or result like building a bridge, relief after a natural disaster or expansion of sales into a new market.”  Examples of project based companies include:

• Management Consulting Firms
• Architecture, Engineering or Construction Companies
• System Integrators
• Advertising Agencies

If you’re goods oriented (you sell software or insurance) or operationally oriented (i.e. you manage clients’ IT structure), you are not naturally a project based firm.  We could expand our definition by looking at your business organizational structure – project based firms tend to organize around their projects or jobs.  In a non-project based firm, “a business may include separate departments for manufacturing, accounting, marketing, and human resources because the organization is based around functions, not projects, …” (Miranda Morley, Demand Media, “What Is the Difference Between Project Based & Non-Project Based Organizations?”)

Puzzle Two: Am I a Project Manager?           

Most of us have a general understanding of project management, but we can go to the Project Management Institute (pmi.org) for a good definition – “project management is the application of knowledge, skills and techniques to execute projects effectively and efficiently.  It’s a strategic competency for organizations, enabling them to tie project results to business goals – and thus, better compete in their markets. Project Managers Initiate, Plan, Execute, Monitor and Control, and Close their projects.”  

Many would argue that there is more to being a Project Manager. I would argue that communication and follow-up are key areas required to be a successful Project Manager. However, the basics of being a project manager revolve around the delivery of a project. 

Puzzle Three: What are Project KPI’s for Project Management?

KPI’s are Key Performance Indicators and they are quantifiable, measurable indicators of goal attainment.  They are the very backbone as to what makes projects succeed or fail – which is directly tied, in your project based firm, to your company’s success or failure.  When given a new project, Project Managers create KPI’s to:

• Initiate the project and its deliverables
• Plan project details
• Execute those details
• Monitor and control each step in the project
• Close the project upon completion of the deliverable and the project post-mortem

Some subject examples of project management KPI’s are adherence/deviation of budgets, milestones, and task times.  Here are some sample KPI’s that might be part of a project plan: 

• Determine percent of rework attributable to requirements definitions. 
• Conclude deviation of planned ROI
• Establish cost of managing processes

For more information on writing project KPI’s, refer to “KPIs | Writing, Establishing, and Measuring" by Full Sail Partners, Inc.

Bonus Round…

Although joining a game show is potentially a quick way to make some money, it’s the savvy business owner who aligns his project based firm with project KPI’s. This alignment helps ensure the firm’s bottom line is replete with positive cash flow and employees who are happy, because they know their jobs and how to be professionally successful.  No, we shouldn’t rely on a game show host to guide us to riches, but we can depend on consultants at Full Sail Partners to help guide us to metrics that matter.  And don’t worry about buying a vowel, just turn over your mouse to this webinar and see how achievable all your goals are.

In the last 200 years we’ve developed a variety of methods for communicating with one another.  We’ve taken the journey from individual letters delivered by horse to instant mass communication.  How can things get any more social than that? Deltek Kona, that's how!

Being ‘social’ involves more than just communicating and working together. Merriam-Webster defines social as “relating to or involving activities in which people spend time talking to each other or doing enjoyable things with each other”. 

The key phrases “talking to” and “doing enjoyable things with” only seem to reference something outside of the workplace.  In the 1980s, the focus was on output and productivity.  In the decades that followed, we labored to attain the ever elusive ‘work-life balance’.  In the new millennium, we strive toward contributing fully in our work and personal lives without restrictions of time and space.  We want to enjoy ALL of our life.

Deltek Kona, released in spring 2012, combines all that we know about working together with the best methods of communication.  It presents that blend to us allowing us to talk to each other AND do enjoyable things with each other across our work and personal lives.  Guided by the principles of confluence, immersion, accessibility, and digestibility; the innovators at Deltek Kona have found a way to leverage the best of all the communication tools developed in the past 50 centuries (not a typo: we still draw on walls to convey our thoughts) to help us interact in a more social and enjoyable way today. 

How does Deltek Kona help us get more social?

Use Deltek Kona to Create a Hometown

Kona is organized around context specific spaces or groups.  Each space is formed with a level of focus appropriate for its purpose.  There are no limits to the number of spaces an individual can belong to or the number of members in any one space.  Each space landing page is the “hometown” for the group allowing members to participate in and view interactions that are taking place.  Over time, users begin to become acquainted with each other’s concerns, thought processes, and involvements.

Enhancing Personal Interaction

Individual users may have more than one group in common across work and personal interests.  Knowing more about what you have in common with others allows you to get more social with them as individuals.  The ability to create and store one-on-one conversations with people in your Kona network allows users continuity and privacy even when time and distance are barriers to traditional communication methods.

There are times when we are having a conversation in a group but need to direct our comments to a particular person.  Deltek Kona incorporates “@mention” functionality to expand the personal contact in the context specific discussion. Nothing encourages us to communicate more than feeling like we are being listened to and understood.

Eliminating Polarization

Deltek Kona was built to be free.  Users can enhance their organizational experience with an upgraded account.  Regardless of the type of account, the experience and interaction is the same. This removes the barriers of participation across all members of the group and continues the social experience as no one is barred from participation because they must pay.  This allows us to use Kona for all sorts of purposes, from family reunions, to political organizations, to multi-firm business projects.

Deltek Kona further removes barriers by elimination of platform dependencies.  The Kona software works the same on any operating system and internet browser.  The accessibility extends to the mobile platform where users continue to get more social from wherever they are and whenever they want to. 

Increasing Personal choice

One of the favored features of the Deltek Kona product is its flexibility with the individual users’ need to digest information and connect on in his or her own time.  From the moment one opens the Kona product, it is clear which items take priority.  A user can access a conversation with 20 unviewed in-line comments and get a clear picture within minutes.  This is the first step in creating an enjoyable social experience when working with a group.

Because the Kona team recognizes that email has its merits, they’ve enabled the individual to decide how much or little Kona activity is transferred to email.  The possibilities to limit but not eliminate are almost endless for the individual user.  Being able to choose which groups to get more social with enhances the interactions that are wanted.

With much of our productivity arising from collaborative efforts conducted across vast geographic spaces, we meet and interact with more people than ever.  The Deltek Kona tool allows us to stay informed and control the inflow of information leading to a more relaxed experience.  When we remove unnecessary stressors, we naturally take time to get more social and find common ground with those around us.  Sign-up for Deltek Kona today and join the 21^st Century’s answer to communicating, socializing, and getting things done.

Harry Potter’s Hogwarts Express isn’t the only train that uses platform 9 ¾.  There are other trains, similarly magical, that take their passengers to places they’ve never been.  Take project management training, for example.  Just like at Hogwarts, project managers are trained in a kind of wizardry, i.e. transforming the business experience of their clients from nothing more than a mere idea into something special. And those lucky enough to “receive their letter” to attend, must have honed ALL their skills in order to reach their final goal – being a productive and effective project manager. 

At Hogwarts, Harry takes classes like Divination, Transfiguration and Potions.  And although the names of the classes they take are very different, the content of the classes they take is very much the same. 

• Divination is the art of “seeing.”  A good project manager must indeed learn to read signs.  Is the project moving smoothly?  Is the client happy with progress and with process?  Are the employees on the project satisfied and therefore doing a good job?  Too often, these “signs” are definitely not clearly communicated.  They are often muddied, and it takes a good project manager to see them.
• Transfiguration is really about how to transform yourself.  During project management training, attendees will transform their natural business gifts – financial acumen, business savvy, and communication expertise – into a project manager who really knows how to wield those skills to benefit their customers, their employees, and their company. 
• Potions is a class on how to take seemingly dissimilar ingredients and turn them into a concoction which is business changing.  Take, for example, a handful of employees from various areas like a programmer, a writer, a financier, an administrator, a quality controller, and an executive – put them together into a cauldron-like project plan, and you have a new business process gaining efficiency, money, and time.  A potion any business would be proud of!

Another similarity between Harry Potter and those wishing to become effective project managers is natural skill.  Wizards aren’t made at Hogwarts, they are honed:  the young wizards who attend school already have the necessary abilities and project management is very much the same. 

One doesn’t become a project manager because of project management training;

one becomes a project manager because of their natural abilities refined at training.

Other than project management training, a good project manager must also have

Communication ability – exceedingly important!  Project management is not only completing and managing a Gantt chart, but effectively and efficiently communicating every portion of the project to every person involved … to their understanding.  The project manager is the translator of all things, so that each interested party is clear and satisfied.  A superhuman feat but one which good project managers achieve every day.

Business savvy – Someone who is good at business is just plain impressive.  Those who see ramifications outside of the project plan are the best at their jobs.  Project managers have an understanding beyond the project as to the impact to the surrounding business processes and how to structure a project to either improve or not negatively impact them.  It’s really knowing how to do your job in the project management box, but seeing and managing the effect outside of the box.

Experience – you just can’t teach experience!   People who have “been there, done that” and who then apply that experience to their projects are truly the most successful project managers.  And, to be clear, it’s not the same experience over and over, but broad experience garnered through years of accumulation.   

So how do you find out if your project management training was successful?  How do you know if you have what it takes to be a great project manager?  Just call our friends at Full Sail Partners (which could be considered the Hogwarts of Project Management).  Although they aren’t called that at Full Sail, you will have access to the likes of Professors Dumbledore and McGonagall – people who are sage, savvy, and just plain good at their jobs (oh, and really nice, too).  

Although project managers will probably never make the big screen success of Harry Potter.  They are, in fact, the real wizards working in our midst.  Their project management training has sharpened their skills to perform magic every day:  turning an idea into a project plan and then into something special for our businesses. 

Without the wand or robe, of course. Click your wand below to learn more. 

Payroll, the reason we drag ourselves out of bed and into the office.  Payday!!  Everyone’s favorite day – it is especially nice when it is on a Friday.  As happy as payday makes us, if you are the one stuck processing your payroll software can be a total PITA.

Utilize In-House Payroll Software vs. Out Sourced Payroll

So why process payroll in-house?  Why not just hire a service?  In many cases a service is exactly what you would use.  However, payroll services have their own set of challenges:

• Rigid deadlines that may cause you to process payroll days before your pay date (in some cases before the pay period ends)
• Inability to add non-payroll items (like expense reimbursement) to the payroll
• Can be a bit more “pricey”

When looking at a way to process payroll in-house, a system that integrates with your existing ERP system, such as Deltek’s Vision, is priceless.  You can have a one stop shop for employee set up, employees can enter their time and it is automatically available in payroll when posted.   Since everyone is already used to the system, the basic information is already there.

Some of the other benefits of having payroll in-house and integrated with your ERP are:

• Employees will have access to see their vacation and sick time remaining
• Access to see and print copies of their paychecks (Meaning you don’t have to provide their last 5 paychecks)
• Accounting can control deadlines
• Can sometimes be less expensive

What to Look for in Payroll Software

If you determine that in-house is the way to go, it’s important to make sure your payroll software is flexible and provides the features that matter.  So what type of flexibility should you look for in your payroll software? A couple features include the ability to add codes when you need it or to track your company contribution to the employee benefits.

An example of an additional code is the ability to add an after tax code to reimburse your employees for expenses.  This allows you to provide your employees one check for payroll and expenses.

An example of a contribution code would be if you offer a 401K plan, the company match is your company contribution.  If you offer health care, the portion covered by the company is the company contribution.  Tracking this information on each payroll can simplify your accounting process (getting the costs into the right “bucket”) but can also allow you to easily create a total compensation report at the end of the year showing the employee the total value of their compensation package including benefits (not every service offers this either).

Either way you go, an in-house payroll software or outside payroll service, look for the process that will provide you the most flexibility and integration with your current ERP to make your life easier!

Often when discussing the benefits of using mobile CRM, we overlook just how powerful the tool actually is. You can literally leverage the power of a mobile CRM through every aspect of a client meeting or interaction. This is not hyperbole, but real life applicable benefits. Let’s break down the process of a meeting, and look at how technology can help you become a better professional:

On the way to meeting the client
I’m on the way to a meeting with a client and I can’t recall where their office is.

• I pull up my Vision Touch Mobile CRM application that allows me to look up the client or the contact and by clicking right on the address I can map my directions right to the office.
• If the address isn’t in there, I  update the information into my mobile CRM application to ensure the data is updated for upcoming marketing mailings or for other employees that might reach out to the same contact.

As I wait for the client to arrive

Just before I head into the meeting, I can also review previous meeting notes from myself or my co-workers who last visited the client.

• I previously asked my marketing team to add client research to client notes. So to prepare for my meeting, I review this information to assist me with our discussion.
• I review the list of past projects, and familiarize myself with similar clients that I might share with them.

Walking into this meeting I’m confident that I have a solid background and I’m more aware of where I still have gaps that need more information.  If any questions arise in the meeting, I have information right at my fingertips.

After the meeting, it’s time for action

When I’m leaving the meeting I pause to grab a cup of tea and add in any new contacts I met at the meeting.

• Because I can access custom fields in my Vision Touch Mobile CRM, I can add more than just new names. I can include their role and add any upcoming opportunities we discussed.
• In an effort to build more personal relationships, I fill in notes I learned about the client -- my contact loves to run, so I even add them to future marketing campaigns for a relay team we are organizing for a local industry charity event we are a sponsor of.

I take the time now to jot down my notes while they are fresh in my mind, as I know I won’t have time when I get back to the office.  So I pause now to make sure I add not only new contacts, but also notes regarding strategic information I gathered at the meeting before I forget what I heard. This information, because it’s entered in through my Mobile CRM, is sent directly to Vision and recorded for future review by me or others in my firm.

So what does this all mean?

I take my last sip while I add any reminders or follow-up activities and assign them to myself or others at the firm.  I don’t want to forget anything I promised to get back to the client on. I grab my keys and I head back to the office knowing that I’m doing what I can to move the relationship and opportunities along.

Sure, there are task lists, emails, note pads, and plenty of other ways I could keep track of these meeting notes. However, all of those are missing something that a Mobile CRM application such as Vision Touch CRM give me – the ability to not only track but also assign and share tasks and information with everyone else in my firm. With all the noise, meetings, and short amount of time I have in the day, there is no better way for me to collect these nuggets of gold from clients or the things I promised to follow up on during that meeting.

What does CRM Mean? CRM (Customer Relationship Management) is a solution that enables your firm to cultivate relationships and gain valuable insight in to marketing efforts. An integrated CRM solution brings together data from all data sources within an organization to provide a holistic real-time view of each customer or campaign. This real-time knowledge provides your team with the metrics and data needed to make informed decisions in a quick, yet calculated manner. 

What Does CRM Mean for My Firm 

A CRM system is truly something that each member of your team can benefit from. Examples of the benefits a CRM solution provides include: 

• Track client contact information | No need for the use of virtual cards or digging through outlook to find email signatures, a CRM allows your entire firm to store valuable customer information in one location.
• Monitor marketing campaigns and efforts | What good are your marketing efforts if you cannot track the results? Track the effectiveness of your efforts and campaigns to help better refine your message and target audience.
• Review past engagements | Utilize dashboards to easily track which messages, campaigns, and leads resulted in the highest wins.
• Access customer (or lead!) information, on the go | Never get left out in the cold again! Gain access to your customer information on the go! Readily available intelligence allows your business development staff to go out and produce, and track, results.

What does CRM mean for your SMB, and how can you use it to grow stronger? The answer is simple; a CRM solution means that as your business grows, and the associated contacts and connections grow with it, you have the ability to manage a myriad of relationships across your entire firm. Clients are the lifeblood of any professional services firm, and without a proper CRM solution in place, you are essentially ignoring an open wound. So how can your firm use CRM to manage an opportunity from concept to completion? Simple: 

• Pipeline and Cash-flow forecasting | Avoid rough patches and dry spouts by becoming intimately familiar with your pipeline of potential new business, and the value of your current projects.
• Track progress on current sales opportunities, review historical information on past opportunities | When speaking to a client or prospect, easily log details about the conversation for later follow-up. Tracking detailed information about interactions can allow you to win future work, based on often overlooked past experiences.
• Create milestones for each step of the project, and specify a target completion date | Tasks can be created and associated with each milestone within the project, so you have more granular control of what needs to be done, by whom, when.
• Comprehensive reporting allows deeper insight | Setup your marketing goals within your CRM and track status and progress quickly and easily.

It is important to not only track valuable customer data, but to do so in a way that promotes sharing amongst your team. Promote growth and sharing and consider taking your customer data in to the cloud with an all-in-one CRM solution that consolidates all of your information in to an easy to access system. Stop wasting valuable customer insights and information, and start impressing customers with your deep firm-wide knowledge about each relationship. 

So next time someone asks you ‘what does CRM mean’, you can tell them, “CRM means winning more work!” 

Adding client feedback results to your project evaluation plan provides an incredible return on investment. Conversely, by failing to identify key satisfaction metrics, your projects are less efficient, and you have less insight in to the mindset of your clients. Ask yourself, in the modern competitive business environment, can your firm afford to overlook anything -- let alone the satisfaction of your clients?

Our easy to use client satisfaction solution, The Client Feedback Tool, allows clients to quickly and easily provide insightful data that will ensure that projects stay on course, and meet or exceed expectations. Utilizing our tool, asking your clients how your processes work takes them only two minutes to complete - but the information provided gives both parties valuable data to assure effective, successful projects.

Based on our research, including 100K pieces of data from our clients, we've listed 4 ways that feedback will add to your bottom line.

• Identify your top 10% most loyal clients. Do you have a way to identify which clients value you most?  Using the information provided using the Client Feedback Tool, our clients have identified their top 10% most loyal clients and converted this knowledge into increased billings, increasing fees by 3% to their top-rating clients.  For a $10 million firm, this translates into roughly $30k in additional profit each year.
   
• Retain one client on the "bubble." One-third of our subscribers came to us after losing a major client.  In every case, these firms were surprised by the defection and realized they were blind to a pattern of problems the client never brought to light.  Frequent feedback greatly reduces the chances of this happening.
  
  According to PSMJ Resources: 
  
  
  • AEC firms spend four times more money replacing a client than the costs of retaining one.  
  • Even if you replace the lost revenue of a departed client, the added cost of winning a new client typically exceeds $22k.
   
• Increase marketing efficiency by 3%. The average AEC firm spends 11% of their revenue marketing, while seeing only 25% of pursued work turns into billable work.  Adding client feedback informs you of your market successes and identifies where your firm’s strengths are.  By marketing your strengths to your best market sectors, you’ll not only target the markets that are most satisfying (and profitable), you will also reduce wasted effort pursuing work that doesn't match your firm's core services.  Even a 3% increase in efficiency will save a $10 million firm over $33k a year.
• Reduce key staff departure by 5%. PSMJ Resources again reports that replacing your best staff costs in excess of $100k per departure.  Most key staff don’t leave for better salary. They leave because they feel unappreciated, unvalued, and because they feel their growth is not supported.  Quantitative feedback gives you the tools and information to recognize performance.  In fact, your clients will be directly recognizing your staff’s efforts as they provide feedback.  Research based on nearly 10 years of helping our clients collect feedback indicates that their clients rate staff performance as "Exceptional" 22% of the time.  This satisfying work environment will help retain (and identify) your best people, saving an average of $67k each year.

It’s simple, regardless of firm size, incorporating feedback in to your project evaluation plan can increase profits 13% or more just by applying these tools and strategies.

Garnering the client feedback metrics needed for your project evaluation plan is easy with a simple and powerful system like The Client Feedback Tool.