UNDERSTANDING THE IMPACT OF AUDITOR-CLIENT RELATIONS ON AUDIT QUALITY: EVIDENCE FROM VIETNAM'S INDEPENDENT AUDITORS

This research addresses the question of how client relationship management (CRM) is practiced in independent audit firms in Vietnam and what impact it has on audit quality, filling a significant gap in the existing literature that has largely overlooked the context-specific dynamics of auditor-client relationships in emerging markets. The study was conducted to explore the dual role of CRM - as both a facilitator of effective audit engagements and a potential threat to auditor independence and skepticism - within the cultural, regulatory, and competitive landscape of Vietnam. Using a qualitative, phenomenological approach, the research involved semi-structured interviews with audit partners, managers, and senior auditors from 15 independent firms, supplemented by document analysis of internal CRM policies and quality control manuals. Findings revealed that while CRM enhances audit efficiency, client cooperation, and understanding of business operations, it also increases the risk of compromised skepticism, especially under cultural norms emphasizing loyalty and harmony, and in a market pressured by low audit fees. These results are significant as they highlight the need for balanced CRM strategies that reinforce ethical standards and independence. The study has implications for both audit firms and regulators, calling for contextualized guidance and safeguards to ensure CRM supports rather than undermines audit quality