Sprinklr is planning to operate under an enterprise-first model moving forward, with "mom-and-pop shops" being pushed to the back of the queue.
Speaking during the company’s Q4 2025 earnings call, Rory Reid, CEO & President of Sprinklr, outlined what he referred to as "Project Bear Hug."
In a nutshell, the project will see the vendor targeting its top 500 enterprise customers by protecting and stabilizing this base and looking to expand their business.
Sprinklr sees these accounts - which may currently only use one or two elements of the company’s suite - as opportunities for growth.
Over time, these customers may expand into CCaaS, conversational AI, social media management, and beyond, leveraging key elements of Sprinklr's suite in unison.
Indeed, Reid explained how renewals and deal expansions will become a key part of the company’s go-forward strategy.
He views bundling Sprinklr’s full array of solutions as the simplest and most effective way for both the company and the client to achieve the greatest level of success. The CEO explained:
Our customers value Sprinklr when we knit these solutions together, and we create a differentiated customer experience.
Despite this focus on enhancing current clients, Reid still referenced the importance of net new logos and "feeding the engine."
However, when it came to new business from smaller operators, he was notably flippant.
He described $5,000 and $12,000 deals for "mom-and-pop shops" as a distraction, claiming that Sprinklr is an "enterprise software company with gold standard customers." Reid continued:
Our top 500 accounts are the most important in the world. Adding a couple of mom-and-pop shops ... that’s going to be a distraction. We can double back on that in a couple of years.
While it is understandable for the company to want to prioritize bigger businesses that will allow Sprinklr to grow and improve, Reid’s words may make smaller brands on Sprinklr question their future.
Sprinklr’s Ideal Customer
Elsewhere on Sprinklr's earnings call, Reid shared examples of strong enterprise customer relationships that he wishes to recreate.
This includes "one of the largest technology companies in the world."
Having recently secured an eight-figure multi-year renewal with the business, Sprinklr’s platform is helping it diversify its contact center channel mix and overlay conversational AI.
Now, the company is accelerating toward its goal of achieving over 50 percent call deflection by 2027.
This shift has already led to millions of dollars in service cost savings, along with faster resolution times and improved customer satisfaction.
