About the Capstone Engagement Model

When it comes to running a profitable business, it’s important to consider how you intend to engage with your clients regarding their initial and ongoing advice requirements. The delivery of your advice may involve a number of tasks, resources, overheads, and expenses so it’s important to customise and position your advisory services accordingly.

When you consider your services and your clients, will a high-touch model with many touch-points and tailored services actually support revenue growth, or will you need a lower-touch model; or a model that supports both? At Capstone, we can help you to develop and implement the model, or combination of models, that are the right fit for your business.

Initial Engagement Model:

The high-touch approach
The high-touch initial engagement model aims to ensure that the costs associated with new initial client acquisition and the on-boarding process are adequately met by the predicted revenue flow anticipated from the particular client.

The low-touch approach
The low-touch initial engagement model typically applies when acquiring and on-boarding clients who are seeking transactional advice only.

Ongoing Engagement Model:

The high-touch approach
The high-touch ongoing engagement model generally applies when the ongoing value of the client following initial acquisition and on-boarding is sufficient to cover the costs of associated with delivering a personalised and high-touch client service experience over time.

The low-touch approach
The low-touch ongoing engagement model typically involves ongoing client communications that can be delivered efficiently and cost-effectively via digital online services.

The key is to consider what the ideal engagement model looks like for your business and to ensure that revenue will cover the costs if a high-touch model is used, or at the other end of the spectrum; ensure that corners aren’t cut by inadvertently providing a low-touch model to clients who may require a more personal relationship.

To find out more, please contact us.

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