Our mission at Intercom is to make internet business personal, and knowing our customers is key to achieving this goal. Knowing your customers allows businesses to adjust their offerings based on customer needs, fostering loyalty and trust. This knowledge can be achieved through regular communication with customers, gathering feedback, creating accurate customer segmentation, and using the insights gained to shape product roadmaps. Effective customer communication involves asking open-ended questions, collecting actionable insights, and transforming feedback into tangible results. By understanding our customers, businesses can unlock their full potential and thrive in a competitive online environment.