They’ll drive: • NPS to 75+ and beyond – already the highest in UK accountancy; now we’re chasing the #1 spot in global financial services • Client journey mapping – every service, every region, designed for speed, ease, and consistency • Onboarding excellence – seamless, human, and crystal clear • Delivery standards – aligned across offices, partners, and offshore teams • CX playbooks – created by delivery teams, embedded in day-to-day work • Real-time feedback loops – in CRM, used to coach, improve, and act fast • Retention and cross-sell metrics – tracked in full and tied to team rewards We’ll obsess over the moments that matter – and close the gap between promise and experience . Because brand wins attention . But experience wins trust . And when trust runs deep – it spreads. And clients refer their friends. Referral Engine – Powered by Trust, Built to Scale We’re not just chasing new logos – we’re turning our best clients into our biggest growth channel . By FY28, client referrals will be a top 3 lead source – tracked in CRM, embedded in every service line, and part of how we grow. We’ll set the bar high: By FY28, here’s what success will look like:
• 25%+ of all new wins will come from direct client referrals • Referral-led deals will close 30% faster than cold leads • Average lifetime value (LTV) of referred clients will be 20% higher
• CP Trusted Circle will include 100+ active advocates , each with a named referral lead • Advocacy prompts will be embedded into every major client milestone (onboarding, QBRs, exits) • Quarterly referral performance reviews will be standard across all service lines • CRM dashboards will give live visibility of who referred, who converted, and where momentum’s building • Top referrers celebrated publicly – not with gimmicks, but with gratitude, visibility, and surprise touches We’ll earn the right to ask – because we deliver work that makes people talk. And when they do, we’ll convert faster , win bigger , and grow smarter . The real measure of success? When referrals don’t need asking for.
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