Project A Knowledge Conference 2019 - Marie Moesgaard

TL;DR

The video discusses the importance of daring to do the unscalable in startups and shares key insights for success in customer success, creating ambassadors, staying close to customers, scaling successfully, optimizing data use, and embracing automation.

Transcript

I've been looking forward to sharing some of the insights that we have gained through growing Cleo for the past couple of years years and as you can see from the title I very much believe in daring to do the unscalable which sometimes can contradict in the world of startups where everything is about scalability especially being a SAS company so hop... Read More

Key Insights

• ❓ Daring to do the unscalable, such as providing personalized experiences for customers, can be instrumental in the success of startups.
• 🪛 Creating ambassadors among customers helps drive ongoing sales, investment, and social proof.
• 😚 Staying close to customers and ensuring everyone in the company understands their needs is crucial for success.
• ❓ Scaling successfully requires a focus on foundations, specialization, prioritization, and automation.
• 🤩 Optimizing data use and investing in insights early on is key for making informed decisions in a scaling company.
• ✋ Balancing high-touch customer experiences with scalability requires strategic investments in automation and optimization.
• 🥺 Not being lazy enough and embracing automation can lead to streamlined processes and avoiding repetitive tasks.

Questions & Answers

Q: What is Cleo's approach to customer success?

Cleo focuses on daring to do the unscalable and going above and beyond for customers. They deliver cards in person, create personalized experiences, and show customers how much they care.

Q: How does Cleo create ambassadors among its customers?

Cleo creates ambassadors by providing exceptional customer satisfaction and experiences. These ambassadors serve as social proof, driving ongoing sales, investment, and motivation within the company.

Q: How does Cleo ensure that everyone in the company stays close to customers?

Cleo uses Slack channels to share customer accomplishments, satisfaction scores, and stories. This ensures that everyone in the company is aware of the customers' needs and the impact of their work.

Q: How does Cleo balance high-touch customer experiences with scaling the company?

Cleo focuses on scaling successfully by investing in foundations, specialization, prioritization, and automation. They work on maintaining high-touch interactions while streamlining processes for scalability.

Summary & Key Takeaways

• Cleo, a company that handles company spending through its own cards and streamlined processes, shares key learnings from its growth and success.

• Daring to do the unscalable, such as going above and beyond for customers, has been instrumental in Cleo's success.

• Creating ambassadors among customers helps drive ongoing sales, investment, and social proof.