Drives understanding of clients' unique business environments, aspirations and challenges
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.
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.
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:
