In many professional services, return on investment is tied directly to hours worked. Billable time has long been the default metric. However, in working with clients across both contingency-based and time-tracked models, I’ve seen firsthand that time is not always the true currency of value.
For some firms, tracking every hour makes sense. It provides insight into productivity, resource allocation, and efficiency, and clients often appreciate that level of transparency.
For others—particularly contingency-based practices—tracking time can actually undermine the focus on outcomes. In these scenarios, the client’s primary concern is the result achieved relative to the fee paid. Hours worked are irrelevant; what matters most is impact, results, and the overall client experience.
Finding the Balance
In my experience, the most effective approach often lies somewhere in between. While internal time tracking can offer useful management insights, measuring ROI through outcome-based metrics provides a far more accurate picture of value in contingency models.
Metrics such as net value delivered, win/loss ratios, cycle time to resolution, and client satisfaction more clearly reflect what clients care about most.
Through my work with these clients, I’ve seen firms thrive when they move beyond hours as the primary yardstick and focus instead on what truly matters: results, risk management, and client impact.
Designing the Right Measurement Framework
At BluRayne Consulting, I help firms navigate both scenarios. Whether the goal is to refine time tracking for stronger internal insights or to pivot toward outcome-based KPIs that clearly demonstrate client value, I work with clients to design a measurement framework that aligns with their business model and strengthens client relationships.
If your firm is ready to rethink how ROI is measured, let’s connect. I’d be happy to share insights from my experience and help you put a strategy in place that truly works.
Magda Fuentes | CEO
BluRayne Consulting, LLC
O: (203) 220-1687