The CA Thingy

The 90-Day Client Review: A Retention Power Tool

The 90-Day Client Review: A Retention Power Tool

June 19, 2025

Annual reviews are too late to fix problems. Top CA firms now conduct structured 90-day check-ins that reduce churn by 35% and uncover upsell opportunities.

Why 90 Days is the Magic Number

  • Early warning system: Catch dissatisfaction before clients leave
  • Tax cycle alignment: Fits between quarterly GST filings
  • Memory retention: Clients remember recent interactions better
  • Data shows: 68% of client decisions to leave happen in Q2/Q3

The 5-Part Review Framework

1. Compliance Health Check

  • Missed deadlines?
  • Upcoming filings
  • Document gaps

2. Business Changes

  • Revenue shifts
  • New expenses
  • Staffing changes

3. Service Feedback

  • Response times
  • Clarity of advice
  • Communication preferences

4. Advisory Opportunities

  • Tax planning needs
  • Funding options
  • Cost savings

5. Risk Assessment

  • Audit triggers
  • Cash flow concerns
  • Compliance risks

Sample 90-Day Review Agenda

Time
Activity
0-5 min
Review business changes since last quarter
5-15 min
Compliance checklist review (GST/TDS/ITR status)
15-20 min
Service experience feedback
20-25 min
Advisory opportunities discussion
25-30 min
Action items and next steps

Tools to Automate the Process

ToolFeatureBest For
Jetpack WorkflowReview scheduling & templatesSmall firms
KarbonIntegrated client dashboardsGrowing practices
Practice IgnitionReview + upsell workflowsAdvisory-focused CAs

Real Impact: Delhi CA Firm Case Study

"After implementing 90-day reviews:

  • Client retention improved from 82% to 91%
  • Advisory revenue increased by 28%
  • Year-end filing surprises reduced by 75%

The key was standardizing the agenda and training junior staff to conduct initial reviews."

— Rajiv Malhotra, Managing Partner

Common Mistakes to Avoid

  • Too transactional: Focus only on compliance, not relationships
  • No follow-up: Failing to document and act on feedback
  • Irregular timing: Inconsistent 90-day intervals
  • One-way communication: Talking at clients instead of listening

→ Get Started Today

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