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As Practifi’s Lindsey Hanson explains, the nature of the global marketplace may change, but the needs of the customer will always have to be met.
Lindsey Hanson runs the Customer Success department at Practifi, a cloud-based business management platform powering growing financial advice firms around the world. She’s passionate about the future of fintech and the role that the customer has to play in shaping a business and its’ ethos. Lindsey recently sat down with Eric Dye on EPN- the Enterprise Podcast Network- to chat about how customer success is so important in this rapidly changing global marketplace.
Eric Dye was interested to know if, with so much of the world becoming digitized, does Lindsey think that people will be more and more drawn to good customer service? Is it going to be face-to-face (or at least human-to-human) connection which will set companies apart? Lindsey agreed that’s probably correct. “I think there are a few things – absolutely the world is becoming more digitised. The world economy has become much more of a service-based economy and customers have a lot of choice.”
Practifi’s main product is software as a service. “Again,” Lindsey said, “for customers, it’s really easy to say they’re going to switch off, or switch providers, so the onus is really on the company to show the ongoing value.”
Practifi’s success has been in making customers feel like they are real partners. Part of that comes with having a similar goal to the clients they are serving. “For our customers in the financial advice space, we’re trying to do the same thing that they are which is spending more time with clients… so our aim is to help them improve their business efficiency, and it’s exactly what we’re trying to do as well.”
She further explained that they also run the customer success function off of Practifi, so they try and streamline their workflow and tasks and communication internally so that the customer success managers can actually spend more quality time with clients.
It’s clear that keeping up with developing technology is a big part of what makes Practifi the customer success story that it is. “Absolutely,” Lindsey agreed with Eric, “The world is becoming more digitized, technology is playing a huge role, we are absolutely living in a time where service is the reason people stay with a company. That is absolutely at the forefront of our minds and it’s also at the forefront of our client’s minds as well.”
Listen to the full interview here.
To find out more about Practifi, visit www.practifi.com.
About Practifi: 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.