A lot of this depends on the type of product and market that you're in. For software that costs up to a couple hundred bucks a month, all of these points make p

A lot of this depends on the type of product and market that you're in. For software that costs up to a couple hundred bucks a month, all of these points make perfect sense. Products that are more expensive tend to also be more involved. A lot of times, the sales team needs to understand how the customer is going to use the product and help them get it up and running. HubSpot is probably a good example of this. From my understanding, the way they nailed their retention problem back in the day was to go through extensive training / onboarding with each customer. Simply leaving customers to their own devices on a complicated product is quite often horrible for conversions, which is a wasted opportunity for the vendor and inconveniences a potentially customer that might have otherwise been perfectly happy with the product after learning how it works.