PLG and Sales Enablement working together? Retention, reducing churn, and increasing NPS

EPISODE HIGHLIGHTS:  

0:00:53

The Benefits of a Product-Led Approach to Customer Enablement

0:02:42

The Importance of Enablement in Customer Success

0:05:24

The Importance of Customer Enablement and Retention

The conversation discusses the difference between customer enablement for a product that is easy to use, versus one that is more complex. Salesforce is cited as an example of a complex product that has certification programs to help users learn how to use it. The conversation also mentions the idea of customer enablement as a way to help users understand how to use the tool to achieve specific goals or solve specific problems.

Having enablement in place for customer success also makes customer success reps more effective. If they can, instead of having to hop on the phone and just deal with problems that are coming up on the call, if there's a more programmatic approach or training materials or recorded training materials.  

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