Key Takeaways: How to run PLG + SLG together in the AI Era
Hey y,all, happy Friday!
Wanted to share my key takeaways from our Office Hours session yesterday with Mark Walker and Tina Kung from Nue.io for those that couldn't make it.
For context, Mark and Tina have spent the last two decades deep in the world of CRM, Billing, and ERPs. Tina has built out billing and CPQ products at Salesforce, Zuora, and Oracle. They're building Nue to be the revenue engine for the AI era and are powering companies like OpenAI, Superhuman, Glean, and Chili Piper.
Here are my favorite learnings from the session:
Takeaway #1: The PLG/SLG binary is false.
Most companies will operate in both motions simultaneously, and the customer experience should flow seamlessly between them.
Takeaway #2: Flexibility is the meta-strategy.
In the AI era, product roadmaps, pricing models, and customer needs change too fast for rigid packaging. Build for adaptability.
Takeaway #3: Credits and committed spend are the bridge.
They preserve PLG simplicity while enabling SLG complexity, and let customers gradually adopt new services without re-contracting.
Takeaway #4: Professional services are a growth lever, not a cost center.
Embed them in committed-spend contracts, make them self-serviceable, and think of them as usage products.
Takeaway #5: Don’t cancel-and-replace.
Whether transitioning a customer between motions or introducing new pricing, preserve continuity. Friction kills expansion.
Takeaway #6: Involve finance early.
The CFO’s perspective on revenue recognition, SKU management, and reporting should shape packaging decisions from the start.
Takeaway #7: System architecture matters.
Disconnected billing, CPQ, and self-service systems are the bottleneck. Unified platforms are required to execute these strategies.
Read the full recap with for color from Mark and Tina here: https://newsletter.pricingsaas.com/p/how-to-make-plg-slg-work-in-the-ai
Otherwise, have a great weekend!
Rob
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Key Takeaways: How to run PLG + SLG together in the AI Era
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