Process
As a CRA, are your steps solid and compliant? Can you be flexible? Does your technology restrict what you can do?
As an employer, are you expectations appropriate? Is your risk higher because you’re not asking the right questions?
Performance
As a CRA, are your KPI's in line with industry trends? How do you measure satisfaction, churn risk, and compliance?
As an employer, do they share metrics? Do you wait too long for a report or return call? Do you have to chase them down?
Products
As a CRA, have you selected the right product mix? Do you have the right partners to help you help clients?
As an employer, do you ask for the right things? Do they make suggestions or just take the order? When was the last review?
Pricing
As a CRA, can you make $$? Are you increasing risk because your prices are too low and you can't afford the expert staff?
As an employer, where are you on their client list? Are you the biggest or smallest fish in the pond?
Prevention
As a CRA, how focused are you on “just getting through the day?” Are you thinking about regulatory and legislative changes?
As an employer, have you aligned wants and needs? How do recruiting practices impact the candidate experience?