A more effective mental model than PLG vs. SLG is analyzing which activities create new demand versus which ones harvest existing demand. Both sales and product can serve either function. Creating demand is always the harder, more critical challenge for any revenue engine.

Instead of viewing them as separate efforts, businesses should link customer retention and acquisition. By unifying data to better re-engage existing customers via owned channels like email and SMS, brands increase lifetime value. This, in turn, reduces the long-term pressure and cost associated with acquiring entirely new customers.

As software commoditizes, the buying experience itself becomes a key differentiator. Map the entire customer journey, from awareness to renewal, and design unique, valuable interactions at each stage. This shifts the focus from transactional selling to creating a memorable, human-centric experience that drives purchasing decisions.

The software practice of analyzing user clicks can be applied to any business. For retail, identify your top-spending customers and reverse-engineer their entire journey, from their first store visit to their big purchase. This helps find common patterns—like interacting with a specific employee—that can be replicated for all customers.

Investors and acquirers pay premiums for predictable revenue, which comes from retaining and upselling existing customers. This "expansion revenue" is a far greater value multiplier than simply acquiring new customers, a metric most founders wrongly prioritize.

Business model innovation is a third, often-overlooked pillar of success alongside product and go-to-market. A novel business model can unlock better unit economics, align incentives with customers, and dictate the entire product and operational strategy.

Ensure every product completion point offers a clear next step. Integrate invitations to your higher-tier offer (e.g., a membership) directly into the mini-course as a final lesson, a sidebar graphic, or triggered emails upon module completion. This creates a natural, non-pushy upsell path.

Increase customer spending by analyzing their entire workflow, not just their interaction with your product. Identify products they purchase before using your solution. By offering these yourself (e.g., design templates for a marketing tool), you can increase your "share of wallet" and LTV.