Practifi’s Lindsey Hanson on putting the customer first
Lindsey Hanson is the head of Customer Success at Practifi, a cloud-based business management platform powering growing financial advice firms around the world. In a recent chat with Eric Dye on EPN- the Enterprise Podcast Network- Lindsey discussed her role at Practifi and explained how- and why- the fintech company makes it a priority to put the customer front and centre.
Eric wanted to talk about how Practifi’s view on customer success sets the company apart in the fintech industry. Lindsey believes that Practifi only exists as a company because they have customers who are happy, stick with them and are willing to refer others in the industry.
“Most of the time when we get a new customer it’s because they’ve already spoken to another who is already happy,” she said. “We rely heavily on word of mouth referrals from others who are using Practifi and seeing the value of our product.”
Lindsey believes that Practifi only exists as a company because they have customers who are happy, stick with them and are willing to refer others in the industry.
Practifi’s views on customer success define every part of their business model, from the way they develop the product to the way they take customer suggestions to influence decisions and the way they invest the money they spend. Customer Success is something they take personally. “Every customer at Practifi has an appointed Customer Success Manager,” Lindsey explained, “So you have someone that you can call, email or write to, anytime you need and you’ll get the same person consistently to answer your questions or meet with you to understand your business. They’ll understand your industry and they’ll help you understand Practifi as a product.”
That’s just one way that Practifi invests in the customer success model.
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