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Impact Report

Compelling client


Compelling client experiences start with understanding

At the core of every RSM client experience is our promise to understand our clients and deliver rich, personalized experiences through market-leading insights, giving our clients the confidence to move forward in a complex, changing world.

As the first-choice advisor to middle market leaders globally, RSM is driven to be a trusted global resource that cares about the success of our clients and delivers the power of being understood® to create value and instill confidence.

The power of being understood:

  • Drives understanding of clients' unique business environments, aspirations and challenges
  • Empowers knowledgeable, trusted global teams to deliver integrated services and value-added insights
  • Leverages human intelligence powered by sophisticated technology to bring clarity to complex business challenges
  • Enhances the ease of doing business

In fiscal 2024, we deepened our commitment to client understanding

We named Donna Sciarappa enterprise client experience leader, a critical role to drive our middle market focus, client service excellence, and client satisfaction and loyalty.

Donna has been instrumental in leading our enterprise client service excellence strategy. Client service professionals across all lines of business leveraged training, tools and resources to enhance project management and digital dexterity to increase efficiency and performance on engagements.

Our revised Voice of Client process is part of our integrated client feedback and measurement system, which enables us to gather meaningful client feedback to better understand their individual needs and expectations and to extrapolate key themes to enhance the value of every RSM experience. We leverage the data gathered in this process to continue to positively differentiate the RSM client experience.

The RSM Market Insights Community launched as a platform for C-level executives’ peer-to-peer engagement and open discussion of issues relevant to growth-oriented companies. Quarterly economic roundtable discussions with our Deputy Chief Economist Kevin Depew bring clarity to complex economic issues affecting these clients’ businesses and industries.

Drive for Five, an issues-based conversation leveraging RSM thought leadership, equips our people with rich content to have deep, constructive conversations that enable clients to plan for economic and business changes. Our people have documented more than 4,300 of these conversations in just the last six months.

We also evaluated and streamlined our client onboarding process, specifically for client acceptance, project acceptance and master services agreements, to make it even easier to do business with us.

Our digital evolution is making it even easier to work with us. MyRSM, our integrated client portal, provides a single entry point for clients to access RSM solutions, insights, thought leadership and business functions. Today, nearly 15,000 clients have access to MyRSM. Others will have access as our line of business applications are integrated in the coming year.

Clients who feel understood are confident to move forward

Motivated to deliver the power of being understood, our business services practice challenged client service teams to initiate issues-based conversations to better understand clients and leverage project management experience and technology to deliver excellent client service. Within a year, the practice saw significant improvement in client satisfaction scores for overall experience, deliverables/services performed and project management. Here’s what one client had to say about their RSM experience:

When our company was carved out from our legacy parent company, we had none of the resources necessary to stand up accounting, finance and IT functions. Without a CEO, chief financial officer or chief technology officer in place, we leaned heavily on the teams at RSM to guide us through the carve-out. RSM’s experience, deep understanding of our business and strong connection to our existing team enabled them to provide us the counsel and advice we needed to make critical decisions that kept us moving forward. In less than one year, they were able to implement a completely new ERP system, stand up an entire IT infrastructure and coordinate a move to a brand new facility. They were significantly more than just consultants for us.

– Vice president of finance, business services company

RSM’s commitment to sustainability