Sprinklr: Know Thy Customer

Result
Hyper growth from $80MM/100 employees to $2.7B and 1500 employees in four years.

Business Challenge
As a social-media tech startup in 2012, Sprinklr had developed a stunning and timely technology for brands to better understand and serve their customers through social media. Sprinklr was at $80million valuation and 100 employees. Leadership recognized it had overlooked its own branding for better reflecting itself to enterprise customers, investors and most importantly, internally to build its culture.

Customer Insight
More tech-speak than human voice. Decision makers and influencers in the purchase of a social-media platform weren’t connecting with the brand on a human level to know the story of and see the business benefits of Sprinklr’s social technology.

Brand Strategy/Position
Know thy Customer. So you can serve them better, so they can know and trust you. The positioning of knowing a person better to serve them better, was simple and touched on a larger truth. It inspired real conversation and built real relationships with customers and internally across all departments. Building an understanding and embrace of first communicating, simply, honestly, a Trust (warmth) in Sprinklr as people and ethos, before asking for Respect for Sprinklr’s competency, its technology.

Brand/Marketing Creative
1. Mission, core values, brand position
2. Internal/Culture building, office design
3. Real-customer videos
4. Real-customer artifacts
5. Product Videos