Customer Success & Digital Transformation in Accounting

What does good look like when it comes to implementing SaaS tools in an accounting firm? This week, I’m joined by Aleisha Hales (ex-Xero, now at Silverfin) to talk about the messy, human reality of accounting tech success – and how vendors and firms can both do better.

We dig into:

– Why enablement matters in SaaS customer success

– The red flags of self-implementation gone wrong

– How accountants can push back and ask more from vendors

– What the chain of change looks like in practice

– And how to build a culture that’s actually ready for digital transformation

If you’re in an accounting practice wrestling with change – or a SaaS vendor selling into the space – this one’s essential listening.

00:00 Coming Up

00:46 Customer Success in Digital Transformation

01:29 Aleisha Hales' Professional Background

02:49 Navigating Change Management in Accounting

05:40 Common Pitfalls in Software Implementation

09:22 Balancing Vendor and Firm Responsibilities

14:44 Strategies for Effective Change Management

21:27 The Chain of Change in Sales

22:03 Non-Negotiables for Industry Standards

22:30 Understanding Customer Success

24:19 Balancing Sales Aggression and Customer Needs

25:03 The Importance of Intentional Projects

25:51 Risk and Change in the Accounting Industry

28:31 Customising Business Reviews

31:12 Continuous Customer-Vendor Relationship

37:27 Final Thoughts and Fun Questions

🎧 Subscribe for more on accountant digital transformation, SaaS customer success, and what it takes to get accounting tech projects over the line.