SaaS Therapy
0 FOLLOWERS
Dive into "SaaS Therapy" with industry veterans Todd Kirk and Casey Trujillo – the podcast for customer-facing teams in SaaS. Casey and Todd leverage their experience working between software vendors and their clients to help you master your SaaS customer relationships. They dig into the complexities of client relationships, offer expert insights, and share proven strategies for..
SaaS Therapy
1w ago
Join Todd Kirk as he recaps Tuesday's episode on the importance of data in building and maintaining customer relationships. He explores the different perspectives on bad data and how it can be used to inform decision-making and drive growth. There is power in saying 'no' and value in negative feedback in both personal and professional development.
Takeaways
Be intentional about delivering and receiving bad news
Create a collaborative environment with customers
Empower customers to achieve success
Negative feedback is valuable for personal and professional growth
Content
00:00 Introduction
0 ..read more
SaaS Therapy
2w ago
Have you heard the story of how negative feedback transformed Instagram from a gaming app to a photo-sharing platform? Todd and Casey discuss how bad data can sometimes be good. Negative feedback can be valuable in shaping successful products. They emphasize the need for honest feedback in building effective business relationships and the role of data in driving improvement.
Takeaways
Data, whether positive or negative, is valuable and can be used to drive action and improvement.
Honest feedback is essential for building effective business relationships and driving customer success.
Deliv ..read more
SaaS Therapy
2w ago
Todd Kirk reviews a conversation with Dave Blake, CEO of ClientSuccess.com, about the importance of embracing vocal customers and the value of Net Promoter Score (NPS). Todd emphasizes that NPS can be a valuable tool when used correctly to understand customer sentiment and experience. He advises against using NPS for individual performance evaluation and suggests having the survey come from someone other than the customer's CSM.
Listen to explore strategies to encourage customer feedback and engagement, including reaching out personally and finding creative ways to connect. Today's key takeawa ..read more
SaaS Therapy
2w ago
What role does the Net Promoter Score (NPS) play in customer success? Join Dave Blake, the founder and CEO of Client Success, as he shares how NPS can be used as a tool to understand the customer experience, rather than the sole predictor of customer retention or churn.
Dave shares best practices for implementing NPS, including the frequency of surveys, the importance of genuine feedback, and the need to engage with customers who are not providing feedback. He also highlights the significance of embracing difficult conversations and using feedback to drive improvements in the customer journey ..read more
SaaS Therapy
2w ago
In this Friday's recap, Casey Trujillo reminds us of the importance of moving beyond monthly active usage (MAU) as the sole indicator of customer success in the SaaS industry.
He shares the 'watermelon theory' concept and explains how you can use the ladder framework today to progressive from simple goals like education and adoption to better aligned software use with customer's goals.
Takeaways
Monthly active usage is an important indicator of customer success in the SaaS industry, but it should not be the sole focus.
The 'watermelon theory' highlights the importance of looking beyond surfac ..read more
SaaS Therapy
2w ago
Is MAU really the best way to know if your customers are engaged? Join Todd Kirk and Casey Trujillo as they discuss the role of monthly active usage (MAU) in SaaS businesses. They explore how MAU, while important, is just one metric that tells the story of how well your customers are doing. The episode introduces the ‘ladder’ concept, linking adoption to behavior change and organizational impact. We end with a prompt for listeners to put the ‘ladder’ into practice.
Takeaways
Monthly active usage (MAU) is an important metric in SaaS businesses, but it should not be viewed a ..read more
SaaS Therapy
2w ago
Highlights of our conversation with Ashley DeKerlegand, Director of Customer Education @ Quickbase where we discuss the need for updated instructional design models and a focus on outcomes. Chapters
00:00 The Challenge of Educating Customers
01:06 Outdated Instructional Design Models
03:20 Customer Education and Adoption
04:13 Incorporating Feedback from Customers
05:11 Continuous Improvement and Customer Satisfaction
06:10 Effective Training Evaluation
07:07 Transferring Learning into Practice
08:31 Data Transparency and Customer Impact
09:50 Building Trust through Transparency
10:17 Focusing ..read more
SaaS Therapy
2w ago
Summary
Do you like your LMS? In this episode of SaaS Therapy, Ashley DeKerlegand from Quickbase discusses the limitations of traditional learning and development (L&D) approaches in the SaaS industry. She highlights the challenges of using the ADDIE model and SCORM in a rapidly changing SaaS environment. Ashley emphasizes the importance of customer feedback and collaboration between L&D and customer success teams. She suggests using surveys to gather actionable insights and focusing on the customer's journey and desired outcomes. Ashley also recommends two books, 'Action Mapping' by C ..read more
SaaS Therapy
2w ago
Sometimes what customers say they want is different than what they actually want. Today, we're re-capping how to use "the magic wand" question to uncover the real pains, challenges and goals you client has. The closer you can get to unearthing that information, the better shot you have at delivering the kind of value that really matters to your clients.
Takeaways
Maintaining open communication with customers is crucial for building successful relationships.
Customer feedback plays a vital role in shaping product improvement and service delivery.
Layering questions can help uncover deeper cus ..read more
SaaS Therapy
2w ago
Stop wasting the first 5-minutes of your client calls. There are better ways to personally connect with clients, show them that you see and understand them, and then get to work on defining their ideal future state. Today we're covering practical steps for asking better questions and using active listening with your clients.
Takeaways
Customer success managers should focus on helping customers take ownership of their own adoption and business value.
Asking the right questions and actively listening are key skills for understanding what customers truly care about.
CS professionals should paint ..read more