The document discusses the importance of understanding the customer experience through data in order to provide good customer service. It also notes that the company ClickUp, which provides project management software, is able to use customer data from its free tier to better target marketing and lower customer acquisition costs despite an initial freemium business model.

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“We keep evolving to a
customer-centric
viewpoint. You can do
that when you understand
your customer’s
experience. When you
have the data, you can
really put your customer
hat on. When you’re blind
to your customer, you’re
in trouble. Eliminating
blindness to your
customer’s experience is
really important.”

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“ClickUp is a B2B
freemium product. People
can use it for months on
end and not pay for it until
much later. But we can
use the data warehouse
and some advanced
functionality to overcome
that challenge and
supercharge our
marketing to greatly lower
the cost structure.”

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