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Upcoming Events
Christmas Dec. 25, 2010  Hanukkah Dec. 1 - 9  Kwanzaa Dec. 26 - Jan. 1 _____________Upcoming WebinarsManaging Risk inTechnologyNo Panic Computing Thursday, Dec. 2, 1pm EST FreePEM UpdateStuart Hartley, FCA, CA IT Dec. 7, 1:00 pm EST Tues. Nov. 30, 1:00 pm ESTWho You Going to Call Forensic Accounting Earl Basse, FCMA, CPP CFE Dec. 8, 1:00 pm EST Office Tools Pro Mike Giardina Dec. 14, 11-12:00 am EST FreeClick here for Full Schedule_____________
So You Want to Develop Business Advisory Services in Your Firm2020 Asia Pacific ConferenceFeb. 9-11, 2011Gold Coast, Queensland Australia
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 | Welcome to our Newest Members
| Doug Greenhow Collins Barrow KMD LLP London, ON
Michael Bondy Collins Barrow KMD LLP London, ON
Jason Timmermans Collins Barrow KMD LLP London, ON
David Wells Collins Barrow KMD LLP London, ON
Manu Kakkar Kakkar & Associates London, ON & Montreal PQ
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| | Understanding Excellence
| USAA's Performance
How does a financial services company in a bleak economy perform so amazingly well that it can give back $1.2 billion to its customers, members and associates? That's the question to ask of USAA, the insurance, banking, and investment provider serving military families. USAA's revenues leaped 36% in 2009 as the company jumped 75 spots to #132 on the Fortune 500 list.
What's the secret to USAA's surging success and demonstrated excellence? In a word: understanding. USAA goes to great lengths to identify with its clientele. Reps at USAA train for six months before assisting customers. During training, reps are issued actual deployment letters to help them identify with the emotions military families are wading through as they approach financial decisions. Training also includes trying on a Kevlar vest and military helmet as well as reading actual letters sent by military personnel serving abroad to their families at home.
Once customer service reps are fully trained, they take to the phone lines. Contrary to most customer service environments, reps at USAA are not evaluated on the call volume they handle. Understanding and satisfying a customer's needs take precedence over speed and efficiency.
For the full article, click here
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The
Canadian Innovator | Greetings!
A number of 2020 Canada members attended the "Accountingtoday Growth & Profitability Summit" in Las Vegas Nov. 17-18 (in fact we made up about 10% of the total delegates). The sessions were fantastic! Some of the comments "The Americans experience many of the same problems we face, i.e., retaining good people, training, social media" , "It is nice to know that we are actually ahead in some areas of technology".
Bill Carlino, Editorial Director, Accountants Media Group, sent me this note "Already looking forward to 2020 Canada coming down next year in force." We will keep you posted of the dates and location as soon as they become available
We always include a section on leadership in our newsletter. This month is no different. I would just like to share an excerpt from Tom Hood, CPA., CITP, CEO & Executive Director Maryland Association of CPA's, and Business Learning Institute, who was the key note speaker for the opening of the conference
Top Three Leadership Competencies:
1. Strategic thinking-Having a future-minded and flexible mindset and the ability to see emerging patterns and communicate in a way that people can easily grasp.
2. Strength-based leadership-Understanding your individual and organizational strengths and leveraging them. Being self-aware in the moment.
3. Network Leadership- The ability to impact multiple systems across traditional lines of authority or boundaries established by expertise or reputation.
Over the holidays I challenge you to think about the above three qualities. How can you integrate these qualities into your leadership style in 2011?
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While we were at the Accounting Today show in Las Vegas, one of the more interesting and impressive products we saw was Office Tools Professional.
It is an integrated suite of practice management software with advanced integrations, interfaces and technologies including Contacts, Notes, ToDo's Calls Schehules Projects Time Billing with integrated portals.

We were so impressed with the initial demo at the show, we followed up and had more in depth demonstrations.
We arranged for them to do a webinar demonstration of their product on: Tuesday, Dec. 14, 11:00-12:00 EST
But if you'd like to contact them earlier and get your own demo, their website is
Make sure you let them know you are a 2020 member!
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 | Accounting Firm M&A Update Joel SInkin & Terrence Putney, CPA
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The market for mergers and acquisitions in the accounting profession has changed dramatically over the past 18 months. Before the financial crisis in 2008, M&As were viewed more as a tool for acquiring experienced taleni and less as a means for growing the top line. The economic shift has contributed to a more vigorous outlook for M&As in the near future. Three factors appear to be at the core of the trend:
- The demographics of the profession are causing a
significant increase in the need for external succession in a large number of firms. - Economic turmoil has created a renewed interest in M&As for firms to sustain growth
- The globalization of the U.S. economy continues to require that firms provide clients more breadth and depth of services and delivery points.
Prior to 2008, the market for M&As in the accounting profession was moving in a distinct direction. Growth-oriented firms (those firms making up the buy side of the equation) were expanding organically at a significant rate. Staff was hard to find. As a result, many firms were becoming more selective in the business transactions they would consider. Many firms viewed M&As as a method for acquiring partner and staff talent and for achieving strategic objectives such as entering new markets and service offerings rather than as a means of acquiring clients. A solid client base no longer seemed to be enough to attract a lot of buyers to a firm that had a need for an external succession solution.
Abruptly in the fall of 2008, organic growth stopped. Since many growth-oriented firms require ongoing expansion as a key part of their culture, they started looking at M&As again as a way to grow the top line. This has led to more flexible criteria for M&A candidates in many cases and a significant increase in M&A activity in many markets.
For the full article, please click here
If you are considering M&A transactions, please contact Peggy.
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 | Marketing Mondays with Thomson Reuters
| Every Monday, Jack LaRue, Senior Vice President, myPaySolutions, Thomson Reuters has a marketing tip on CS.ThomsonReuters.com . These tips are a way for tax and accounting professionals to get usable bits of marketing expertise.
Recent entries. The Inside Scoop on Outside Lists Five Tips for Writing Great White Papers What's in It for Me? Frequency and Consistency Gap's No-go Logo |
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I want to wish those who celebrate Christmas a very Merry Christmas, and to those who don't all the best of the season. To everyone I hope you all have a Healthy and Prosperous New Year.
As always, if you have any questions or comments, please contact me at peggy.tyers@2020canada.ca .
Sincerely, Peggy Tyers 2020 Canada
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