Turning uncertainty into opportunity
The past few years have tested UK professional service firms like never before. Economic uncertainty driven by Brexit, the war in Ukraine, and rising operational costs has forced many firms to prioritize stability over growth. At the same time, increasingly complex regulations around data protection and money laundering have added pressure, while client expectations continue to rise in an already crowded marketplace.
63% of UK professional service firms expect to grow in the next 12 months
65% of revenue comes from repeat clients
46% of leaders say business worries regularly spill into their personal lives
As a result, many professional services businesses have focused on trimming costs and protecting their existing client base. But the mood is beginning to shift. More firms now expect to grow in the year ahead, yet confidence in their ability to consistently generate new revenue remains fragile. Ambition is high, but execution is lagging.
This report captures insights from 250 CRM decision-makers across UK professional service firms that have been established for at least three years. Their responses reveal a sector at a pivotal moment: optimistic about the future, but constrained by challenges around growth strategy, client management, and technology adoption.