How does AbstractOps manage consistency of user experience with operations-heavy processes, especially as they work with larger companies?

If you think of relationship management as a price to pay, then you're always going to try to optimize the crap out of it, and you're going to end up making it worse over time. 

If you think of it as part of the value proposition, you'll make very different decisions.

For example, we don't try to load up our operating team members with clients. We’re always testing to find the right number, but the goal is not just to get to a better gross margin—it’s about finding the sweet spot at which we get the best overall outcome.

If you think of it as a positive-sum game and look at how you can create more value even if you end up spending more, you can charge more for more value that you create later on down the road. At the same time, it's really important not to go down the slippery slope of selling $1 for $0.90. That’s what happened with venture-funded companies like Uber, where the unit economics were questionable for a long time.

It's important to know how it's going to get better over time, and know that it's going to be a sustainable business model. At the same time, you don’t want to squeeze it for margins—you want to think of it as a way of creating more value over time.