Find more upsells in PLG

Nowadays, retaining paid customers is increasingly difficult

If I were to do it again, here's my post-sales playbook for PLG:

1. Offer Advanced* Onboarding

2. Customer Support

3. Feedback Collection

4. Relationship Management

Our mistake, after we upsold PLG customers…

We didn't spend considerable effort

… to begin the post-sales motion

What we could have done:

1️⃣ What is advanced onboarding in post-sales PLG?

After they upsold PLG customers …

We didn't hop on an additional call with them…

If I were to do it again..

We could immediately onboard them to

… features that they purchased

… value they can get as they scale

… their future roadmap as they grow with us

Additionally, I would …

Highlight advanced features they did NOT purchased

Share case-studies from customers who are several steps ahead of them

Create a private community of upsold customers to connect

These initiatives would set up…

Opportunities for more upsells

2️⃣ What about customer support in post-sales PLG?

Our customer support is tech support

The customer support team would prioritize

For high-value customers and paying customers

The team can indunaated with a lot of tickets

We could better re-introduce our paid PLG customers…

That while tech support is available…

We still encourage them to message the PLG team directly

So the PLG team can be the pulse of the our paid PLG customers

While granting more time for Customer Support to service enterprise customers

3️⃣ What about feedback collection in post-sales PLG?

If we had those questions and tech issues routed to PLG

We could have collected more feedback

Paid customers are likely more power users…

Than free tier customers…

So their feedback would be tremendous

Additionally, we want to find any opportunities

To increase sales as possible

If we had Customer Support Qualified Leads

That would be another upsell signal for us

4️⃣ What about relationship management in post-sales PLG?

We sent our manual emails to check-in time to time

Our check-in email, were too open ended

But reflecting back…

We should conducted a Business Review

Reminding paid customers on the ROI

It would deepen retention

And when its time to ask for advocates

Paid customers are willing to become champions and influencers

—

These initiatives would help us built loyalty

Double down on preserving revenue

Just because you upsold, they can still churn

And any opportunity to upsell or any signal spot at-risk customers…

From those feedback and customer support

Those would be signals for us to upsell more

And hit revenue target

I write daily*** about my learning on launching and leading PLG. Feel free to subscribe.

I am Gary Yau Chan. 3x Head of Growth. Product Growth specialist. 26x hackathon winner. I write about #PLG and #BuildInPublic. Please follow me on LinkedIn, or read about what you can hire me for on my Notion page.