What is the Role of Support in Product-Led Companies

Even though PLG is widely known in the SaaS industry, only 25% of businesses use it. The question is, why are so few firms in the SaaS industry utilizing PLG?  A better support experience can be a crucial driver of success for PLG-focused businesses. In today's podcast, Wes Bush welcomes Joe Andrews, Chief Marketing Officer of SupportLogic, to share knowledge about the most critical component in PLG that you are missing. You can sit along and listen to this podcast to dig deeper into the role of support experience in PLG with Joe Andrews. Shownotes [02:31] PLG depends on offering a proactive service experience. [05:47] Investing in that support experience is one key lever to make that transition grow faster! [07:03] Learn step one that most companies are not doing today on how to deliver proactive support from their customers. [08:08] Are you a business considering moving to a PLG model? [13:00] Engage before you monetize! [18:22] Why is Joe Andrews saying that AI is an effective technology tool for quickly improving customer service throughout the customer journey? [22:08] Does it differ if we only use traditional overreactive support for customer input? [29:28] Noncustomers are an essential constituent for gaining experiences, so treat them as if they are customers! [30:15] In the PLG model, you must give full support to maximize customer retention and growth. [32:08] How can we unlock the insights from the customer support experience via customer signals? About Joe Andrews Joe is a marketing executive with many abilities and practical experience at significant organizations and high-growth new firms. He focuses on B2B with a wide range of buyer roles and industry segment coverage. Joe Andrews also has expertise in team development, market research, messaging and positioning, pricing and packaging, PR and analyst relations, sales enablement, and customer marketing.  About SupportLogic SupportLogic integrates with your existing systems by releasing customer insights locked away in your CRM and offering practical suggestions that can be implemented throughout your entire company (support, product, engineering, sales, and customer success) to enhance the customer experience. Profile: Joe Andrews on LinkedIn SupportLogic