Improving Retention is super difficult… 😰

But this is how we increased retention by activating +45% of our PLG customers

How does Product-led Growth increase retention?

Retention is super difficult IMO 😰

You have to wait for customers to progress

In their customer journey

That why there's major focus on

Improving Activation within Retention 👈

—

We launched PLG-motion in 2022

We adopted a superhuman onboarding process

Customers who sign-up

We give them a 30 min call

We give customers the product to use

We observed them onboard

They will say:

… "This tooltip doesn't make sense…" 🤔

… "What should I do next here?" 🤔

… "How do I invite my team?" 🤔

Every feedback we received…

We go back and refine the tooltips

We update FAQ

We work with Design and Engineering on simplifying flows

The PLG motion allowed us to:

🔷 Learn and iterate from every customer

🔷 Leaning on the product for the hard work

🔷 Communicate feedback back to the team

That allows us to improve our product

Make sure customers activate successfully

—

Once they cross the 1st activation point 👍🏼

They are more likely to retain

Our PLG motion + Superhuman onboarding

Became

A PLG Learning Flywheel

We saw more 45% activation 📈

They reached their 1st activation point

They see the value of the platform 🤩

And will invite their colleagues

—

Throughout this whole time,

Customers are receiving tech touches 📧

And they are getting reminders

To take small actions to activate

—

Our PLG-motion helped us increase retention

And improved our product drastically…

Read more about PLG and Roadmap here

  1. How do I convince Product, Design, and Engineering to build PLG features? 😍

  2. How do I know we are building the right things for PLG? And what are the success metrics? 🤔

  3. How to use customer feedback in your PLG product roadmap? 🗣️

  4. How to communicate product-led growth Roadmap to Stakeholders? 😰

  5. How to handle stakeholder requests? 😅

Or follow me on https://www.youtube.com/@GaryYauChan/videos

See the comments here: https://www.linkedin.com/pulse/how-does-product-led-growth-increase-retention-gary-yau-io5hf/

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.

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