Why Most Firms Focus on Systems

Many advisory firms spend countless hours optimizing processes, documenting workflows, and upgrading technology stacks.

At Moneta, Eric Kittner takes a different approach. He obsesses over behavior. Culture isn’t just a mission statement or a set of values on a wall—it’s a living, operational reality.

It’s how team members treat one another when no one is watching. It’s how they respond under pressure, handle mistakes, and collaborate to solve complex client problems.

Culture Compounds Quietly Over Time

Processes can be documented. Tech stacks can be replicated.

But culture is built quietly, through repeated behaviors and shared standards. Over time, it compounds—creating an environment where trust, accountability, and alignment become second nature.

This is the advantage no competitor can copy overnight.

Clients Feel Culture in the Smallest Moments

Clients don’t directly experience internal systems or software—they experience people.

Strong culture shows up in responsiveness, clarity of communication, and a consistent sense of accountability. It makes trust feel effortless.

When culture is weak, even the best CRM, reporting tools, or processes can’t make up for misaligned behavior. Trust is lost long before technology fails.

Key Takeaway

Culture is the invisible engine that drives client experience, advisor collaboration, and long-term growth. Firms that prioritize behavior over systems gain a competitive edge that can’t be replicated by processes or tech alone.

Inspired by Eric Kittner, CEO and Chairman of the Board at  Moneta Group, on the Next Mile podcast. Listen to the full episode and explore related articles in this series.