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Scaled CX: the missing link between PLG and SLG

growthunhinged.com · 1,491 words · saved by 1 readers

👋 Hi, it’s Kyle and I’m back with a 🔥 edition of Growth Unhinged, my newsletter that explores the unexpected behind the fastest-growing startups. Most people pit sales-led growth (SLG) against product-led growth (PLG) like they’re staunch high school rivals. But Deepina (Dee) Kapila, global head of scaled customer experience (CX) at Miro, knows this “either/or” mentality is short-sighted. That’s why she figured out a way to blend SLG and PLG for the best of both worlds, and she’s added some new pieces to plug some gaps. The new approach is called “scaled CX” – and it’s on the rise. It doesn’t hurt that it allows Customer Success teams to stay lean while serving more and more customers. Keep reading to go deep into scaled CX at Miro and how to apply it yourself. (This post may be too long for email; read the full version here.) Sometime during the pandemic, ​​I grew tired of all the ongoing debates in the SaaS industry about which framework was better – PLG or SLG. It just didn’t matt

The missing link between PLG and SLG Home Posts The missing link between PLG and SLG The missing link between PLG and SLG Miro’s Dee Kapila on how scaled customer experience (CX) works Dee Kapila Apr 10, 2024 • 12 min read 👋 Hi, it’s Kyle and I’m back with a 🔥 edition of Growth Unhinged , my newsletter that explores the unexpected behind the fastest-growing startups. Most people pit sales-led growth (SLG) against product-led growth (PLG) like they’re staunch high school rivals. But Deepina (Dee) Kapila , global head of scaled customer experience (CX) at Miro , knows this “either/or” mentalit

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