‘Customer revolution’ for advisers
Clients have a ‘bigger voice’ than ever, according to Salesforce, making it important for advisers to engage their clients and ‘capture their conversation’.
Clients are becoming increasingly mobile and involved with social media, making it important for advisers to consider if they are leveraging the available data effectively.
“Now more than ever, clients and customers have a bigger voice and more channels to communicate that,” said Dana Feldman, sales manager financial services at Salesforce at a briefing in Sydney yesterday.
“Are you able to collaborate and take all the data from all the conversations and everything we know about our clients today and able to analyse it?” she added.
Feldman said advisers should be questioning if they are connecting with their customers in “the way they work.”
“If they’re on mobile devices is your firm able to communicate with them as they are on their mobile device?” she said.
With only one in five Australians seeking financial advice, Salesforce said, “now is the opportunity” to put a platform in place that will allow you to know your existing clients in time for FOFA and “strengthen and grow your understanding in to the future.”
“What we’ve seen is really a shift that happened around a customer revolution, because now more than ever clients and customers have a bigger voice and more channels to communicate that.”
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