Businessmodel of Sprinklr

Customer Segments

Sprinklr has a mass market business model, with no significant differentiation between customer groups. The company targets its offerings at enterprises of all industries and sizes.

Value Proposition

Sprinklr offers three primary value propositions: convenience, risk reduction, and brand/status.

The company offers convenience by making life simpler for customers. Its software platform is an end-to-end solution that provides functionality for owned media, paid media, and earned media.

The company reduces risk by maintaining high security standards. It has completed examinations from AICPA/SOC, enabling it demonstrate strong levels of operational visibility. Specifically, it has received the following certifications: SOC 1 (SSAE 16) TYPE I, SOC 1 Type II, and SOC 2 Type II (SSAE 16). It has also received social media certifications from Facebook, Instagram, LinkedIn, Twitter, and Bit.ly. Lastly, it has been named a “Top Rated Platform“ by TrustRadius Buyer’s Guide.

The company has established a strong brand due to its success. It powers over four billion social connections and operates in over 150 countries. It serves over 1,200 brands, including:

• Over 50% of the Fortune 50
• Four of the top five U.S. banks
• Five of the top eight U.S. insurance companies
• Four of the top seven hospitality companies
• Nine of the top 15 global technology companies Specific customers include Microsoft, Nike, McDonald’s, Samsung, HP, and P&G. Lastly, Sprinklr has won many honors, including ranking as a “Leader” in Forrester Research‘s 2014 Listening Wave and the 2014 Award for New Product Innovation Leadership in North America by Frost & Sullivan.

Channels

Sprinklr’s main channel is its direct sales team. The company promotes its offerings through its website, social media pages, and participation in workshops, webinars, and conferences.

Customer Relationships

Sprinklr’s customer relationship is primarily of a personal assistance nature. The company assists customers through the following professional services:

Enablement - A process that includes audits, interactive onsite and virtual training programs, certifications, and sofware implementation.

Success Management – Sprinklr assigns clients a Success Manager who uses various tools and resources to ensure their social strategy is optimized.

Transformation Services – Include business process optimization, solution design, and communication design services.

Managed Services – Sprinklr has managed services consultants who provide administrative assistance in support of software deployments.

Strategy and Analytics – Sprinklr has strategy and analytics consultants who create and measure social programs for clients.

Moderation Services – Sprinklr has a moderation team that assists clients with social conversation issues such as content triage, basic or complex response, and influencer identification.

Despite this orientation, there is a self-service component. The company’s website features a “Resources“ section that includes white papers, case studies, reports, and webinars.

Key Activities

Sprinklr’s business model entails designing, developing, and distributing its products and related services for customers.

Key Partners

Sprinklr maintains a partner program featuring the following types of partners:

• Global Services Providers - Include Accenture, Cognizant, Deloitte, IBM, and Pitney Bowes
• Leading Agencies – Include AKQA, MRM, Mason Zimbler, RGA, Trellist, and Tribal Panama
• Tech/Solution Providers - Clarabridge, Moxie Software, Opal, RichRelevance, SHIFT, and ThisMoment Sprinklr also partners with developers by providing them with a variety of web service APIs so they can create web applications to integrate with data within Sprinklr’s system. The developers are given access to a portal through which they can obtain API documentation and manage API keys.

Key Resources

Sprinklr’s main resources are its human resources, including the technology employees that design and develop its software, the sales employees that sell it, the training/consulting employees that provide instruction/advisory services, and the customer service personnel that provide support.

Cost Structure

Sprinklr has a value-driven structure, aiming to provide a premium position through significant personal service and frequent service enhancements.

Its biggest cost driver is likely cost of services, a variable expense. Other major drivers are in the areas of sales/marketing and customer support/operations, both fixed costs.

Revenue Streams

Sprinklr has one revenue stream: revenues it generates from the sale of its products and services to its customers.