Lindsey Hanson sat down with the Enterprise Podcast Network to discuss how Practifi is securing the satisfaction of their customers.
Lindsey Hanson is the head of Customer Success at Practifi, a cloud-based business management platform powering growing financial advice firms around the world. Lindsey recently sat down with Eric Dye on EPN (the Enterprise Podcast Network) to talk about her role at Practifi, making customer success a priority and where she sees customer success heading in the future of fintech.
Lindsey told Eric about how her main role at Practifi is to ensure customers feel valued and supported and as a result, get the most out of their relationship.
“We strive very hard to hire the best people in the industry who can really provide expertise as a business management platform as well as understanding the challenges our customers face,” Lindsey explained.
Lindsey started working in finance right out of college, finding an early role at ING Direct to be seminal in her developing an early interest in customer success. “They were so successful as a bank and an institution because they were so customer-focused,” she told Eric, “It was very formative in the way I saw customer success more broadly, because they were really focused on customer experience and outcomes.”
We strive very hard to hire the best people in the industry who can really provide expertise as a business management platform as well as understanding the challenges our customers face.
It was then that she became more interested in the idea of “software as a service”, the concept where you have a product but you are offering it to customers as an ongoing service, with the idea being that you need to maintain a very high level of satisfaction and consistently show the value of your products and services.
“For customers, they have a lot of choice. It’s very easy to leave, especially if they’re on a subscription model and so that’s really the key, to consistently wow your customers with the service you provide and consistently seeing the value of continuing,” Lindsey explained.
Wowing the customers has certainly been the experience at Practifi, where “Almost all our customers have come through a referral,” Lindsey says. “By the time they’ve signed on, they’ve likely spoken to another customer who is very happy and that’s one of the keys to our ongoing success.”
You can listen to the full interview here.
To find out more about Practifi, visit www.practifi.com.
Practifi ensures financial advice firms can realise their full growth potential while revolutionising financial services technology the world over. As a cloud-based business management platform, Practifi manages clients, partners, providers and centres-of-influence through a clean, intuitive interface. It’s the new benchmark for CRM-based systems in financial advice. With offices in Sydney and Chicago, and loyal clients across APAC, Europe and North America, Practifi is passionate about partnering with advisors, providing the tools required to lead the financial advisory firm of the future.