Easy to Leave, Hard to Lose

16 November 2026

Webinar: 2:00 PM - 3:00 PM GMT

The six Client capabilities that drive retention, growth and referrals

Your Clients have never been better informed or more demanding, and they have never been freer to leave. Cloud ledgers, online fee comparisons and AI tools have removed most of the friction that once kept Clients with the same firm for decades. Good technical work is no longer enough to keep them.

In this session, Mark Ferris, Chairman and CEO of Panalitix, shares six Client capabilities that separate the firms whose Clients stay, buy more and refer others from the firms that quietly lose them. The approach draws on Panalitix's work assessing Client-facing professionals in accounting firms internationally. Each capability comes with practical examples you can apply with your team the following week.

You will leave with:

• A clear picture of why Clients really leave (it's rarely errors)
• Six capabilities your partners, managers and Client-facing staff can develop
• Practical ways to lift satisfaction, retention, upselling and referrals
• A simple way to see where your own team's strengths and gaps lie

For more information visit the members only intranet here.