Customer-led Growth

John Faig
Dec 9, 2023

Customer-led growth (CLG) can be seen an opposite strategy, but I see them being synergistic. While PLG is about instrumenting the product to be a sales instrument and reducing friction to adoption, CLG adds user behavior and feedback to drive the customer value. CLG boils down to what questions can you answer about your customers and which questions remain unanswered.

I’m doing a deep dive into digital Customer Success tools and am very excited about the potential of these products (see product landscape and directory). I see digital Customer Success becoming the central component of a Saas (particular #EdTech) and impacting sales, development, and support (see figure below). Along the way, I’ve found these two document helpful: PLG vs CLG and a CLG eBook.

Evolution of Customer Success in SaaS companies

--

--

John Faig

Learnaholic. EdTech expert and startup mentor. Enthusiastic about AI and Learning Engineering. Ask about RevOps consulting.