Matt Best

It's fantastic to hear that support.

Matt, what about you? It's funny how we seek inspiration in some of the strangest places. But I've had a reflection of my own over the last couple of weeks. I've been back out on my bike a little bit, which has been really good and really energising. But for once, I've stuck with it for a period of time.

Matt, what about you? It's funny how we seek inspiration in some of the strangest places. But I've had a reflection of my own over the last couple of weeks. I've been back out on my bike a little bit, which has been really good and really energising. But for once, I've stuck with it for a period of time.

So rather than doing one ride and then giving up for another three weeks and then going back and doing it, I've done sort of back-to-back fairly decent bike rides recently. And something I noticed, if we think about this in the context of growth and sales, is how the power of kind of sticking with it and then tracking your progress. So I've climbed the same hill three weekends on the bounce.

So rather than doing one ride and then giving up for another three weeks and then going back and doing it, I've done sort of back-to-back fairly decent bike rides recently. And something I noticed, if we think about this in the context of growth and sales, is how the power of kind of sticking with it and then tracking your progress. So I've climbed the same hill three weekends on the bounce.

And the friend that I go riding with, shared the Strava link and the PB that we achieved last week. And you just think that's those little wins, right? It's a small goal, but these just stepping stones that gives you that motivation and that drive to go forward. So yeah, that's what I was celebrating in this past week. Awesome.

And the friend that I go riding with, shared the Strava link and the PB that we achieved last week. And you just think that's those little wins, right? It's a small goal, but these just stepping stones that gives you that motivation and that drive to go forward. So yeah, that's what I was celebrating in this past week. Awesome.

So Chris, diving into your experience and the insight that you could share with this audience when it comes to kind of client centricity. We talk a lot about client centricity with our clients, but also for ourselves. And I think I see the importance of having a client-centric approach. And obviously Planhat is really built around that.

So Chris, diving into your experience and the insight that you could share with this audience when it comes to kind of client centricity. We talk a lot about client centricity with our clients, but also for ourselves. And I think I see the importance of having a client-centric approach. And obviously Planhat is really built around that.

And the Planhat CRM software is built around that client-centric approach. And it's perhaps unique focus in perspective of the customer rather than perhaps coming at it from a sales or marketing pipeline perspective. So how has this client-centric approach shaped the development and growth of Planhat in your eyes?

And the Planhat CRM software is built around that client-centric approach. And it's perhaps unique focus in perspective of the customer rather than perhaps coming at it from a sales or marketing pipeline perspective. So how has this client-centric approach shaped the development and growth of Planhat in your eyes?

And how do you ensure that that kind of permeates throughout every level of the organization?

And how do you ensure that that kind of permeates throughout every level of the organization?

I think the interesting thing for me here as well, Chris, and coming from a sort of CS background myself, I think there's all of that complexity that exists within the team in terms of process and the journey, the overall additional customer journey complexity. The other thing is the various different integration requirements. And I think that's such a huge part of it.

I think the interesting thing for me here as well, Chris, and coming from a sort of CS background myself, I think there's all of that complexity that exists within the team in terms of process and the journey, the overall additional customer journey complexity. The other thing is the various different integration requirements. And I think that's such a huge part of it.

I always sort of liken this to my experience in the trading world. And if you have a front-end trading platform like a Bloomberg or whatever... define what it is because everybody starts there, right? It's the point of contact for the end user. So the trader originates the activity and they originate it in that platform. Therefore, that platform dictates downstream.

I always sort of liken this to my experience in the trading world. And if you have a front-end trading platform like a Bloomberg or whatever... define what it is because everybody starts there, right? It's the point of contact for the end user. So the trader originates the activity and they originate it in that platform. Therefore, that platform dictates downstream.

And it's those middle and back office systems that have to do all of the joining together and the sellotape and the glue and the staples that knits it all together. And I guess that's where Again, Planhat and where it's originated with this client first is going to have that complexity of, right, we need to take from a billing system. We need to pull from a IT service management system.

And it's those middle and back office systems that have to do all of the joining together and the sellotape and the glue and the staples that knits it all together. And I guess that's where Again, Planhat and where it's originated with this client first is going to have that complexity of, right, we need to take from a billing system. We need to pull from a IT service management system.

We need to pull from the product itself because we need to understand what that usage looks like. And that extra layer of complexity there in implementation causes more challenges. But it's so critical as a CSM having all of that in a single pane of glass view in order to serve the customer most effectively. Yeah.