AAM MINUTE
February 2025: CX Insights for Accounting Growth
Beginner’s Guide: At Brown Plus, we’re piloting a Client Service Coordinator role to streamline client service tasks that don’t require a CPA, freeing up our professional staff while also improving client response times. In this month’s Beginner’s Guide, I spoke with Ashley Gonsar, our Client Database Specialist, about her experience piloting this new role and its potential impact on both our Firm and the accounting industry.
Seasoned Marketer: In last month’s AAM Minute, we interviewed Herbein’s Client Experience Manager, Ryen Salo, on her newly created position. She discussed the importance of a CX role and what made the firm realize CX needed to be prioritized. In this article, we continued the conversation with Ryen and took it a step further to address the strategy.
Business Development: In the accounting world, clients don’t just choose based on expertise—they choose based on the experience they expect. That expectation begins with marketing, but it’s business development that brings it to life, especially in the early stages. From the first interaction through acquisition and beyond, learn how BD professionals play a critical role in ensuring trust, consistency and value at every stage.
Meet a Member: Julia Germeyer is the Director of Marketing at PBMares and the co-leader of AAM’s CX Circle. Learn more about Julia in this month’s Meet a Member.
Articles of Interest: Enhancing the client experience (CX) is crucial for accounting firms aiming to improve client retention and satisfaction. Here are some recent articles that provide valuable insights on this topic.
January New Members
Alex Salvo, Lane Gorman Trubitt, LLC
Amanda Hoprich, Wipfli, LLP
Brad Shaw, Blue & Co.
Carrie Gardi, PKF O’Connor Davies
Cat Cook, Maner Costerisan
Chelsea Merchant, YHB | CPAs & Consultants
Chrissy Robben, Hexcode Marketing
Drew McCrady, Blue & Co., LLC
Gabrielle Giannantonio, Ford Keast LLP
Isaac Schein, LGA, LLP
Izzy Folk, Lumsden McCormick
Jake Duvall, Lane Gorman Trubitt, LLC
Jasmine Pruett, Cherry Bekaert
Jessie Broussard, Frazier & Deeter
Kate Lallement, Cherry Bekaert
Keyla Tobe, Blue & Co., LLC
Kyle McTavish, Wipfli, LLP
Mac Holland, Ascend
Marissa Landers, Wipfli, LLP
Mark Hansen, Rare Karma
Mattie Doran, Blue & Co., LLC
Meredith Berger, Wipfli, LLP
Micayla Back, Inovautus Consulting
Michelle Perez, BeachFleischman PLLC
Mina Shorr, Blue & Co., LLC
Molly Mason, Keiter
Neil Anderson, Mole Street
Ramu Tandra, PKF O’Connor Davies
Samantha Warshauer, CBIZ
Shannon Hamilton, Wipfli, LLP
Skylar Wooden, Blue & Co., LLC
Tom Milburn, YHB | CPAs & Consultants
