Making referrals Click to edit Master title style happen · Marketing: CGL H.O. encouraged subs to...

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


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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!


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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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• Service Idea A

• Service idea B

• Service idea C


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


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• Service Idea A

• Service idea B

• Service idea C


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


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


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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


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Part 2Achieving world class customer service

A revised Customer Charter – coming, Q4 2016


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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

49CONFIDENTIAL

Making referrals Click to edit Master title style happen · Marketing: CGL H.O. encouraged subs to...

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