Unchurned - The No. 1 podcast for Customer Success Building Systems to Enroute Customers from Processes to Progress ft. Emily McIlwain (Exo)
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Jan 8, 2025 Emily McIlwain, Director of Customer Success at Exo, discusses her role at a Silicon Valley startup innovating ultrasound technology. She highlights the importance of building scalable processes in fast-evolving environments. The conversation dives into the complexities of merging software with medical devices and emphasizes user engagement strategies. Emily also addresses the significance of clear communication during process changes and setting realistic customer expectations, shedding light on the challenges faced in the startup ecosystem.
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Exo's Inspiration
- Emily McIlwain was drawn to Exo by a video of the Red Cross struggling with a bulky ultrasound machine.
- This inspired her to join Exo's mission of making ultrasound accessible everywhere.
Two-Pronged Relationship
- Exo's device is unique because it's software-driven, creating a two-pronged customer relationship.
- The software must be used alongside the device, ensuring ongoing engagement.
Document Everything
- Document every process, even if it seems obvious or simple.
- Regularly review and iterate on processes based on feedback and experience.