Product Tank:

May Meet up at Comrad

From Product Delivery to Product Enablement: Closing the Gap in a B2B2C World: Talk by Lara Moeller

I’ll share how our team evolved from a traditional product‑delivery function into a proactive product‑enablement capability—one focused not just on shipping features, but on ensuring customers can use our product effectively and at scale.
Working in a B2B2C environment, we uncovered a critical gap: many of our customers didn’t fully understand the digital and health‑literacy needs of their own patients. As a result, they configured our product in ways that unintentionally created friction for end users—and ultimately undermined our north‑star metrics.

By analysing utilisation patterns, identifying recurring configuration issues, and partnering closely with customers to optimise setup and workflows, we developed a new, data‑driven enablement model that improved both customer outcomes and product performance.

This talk will explore what we learned, how we adapted our operating model, the impact we’ve seen so far, and where we’re heading next as we continue to scale a product‑enablement approach across our customer base.