Better Done Than Perfect

What if being successful with your product requires consistent effort? In this episode, we speak with Ashutosh Priyadarshy, founder of Sunsama. You'll learn the story behind their productivity tool, how they define customer success, qualify new customers, and more.

Visit our website for the detailed episode recap with key learnings.

Show notes

• Sunsama — Ashutosh's product, a daily planner for elite professionals
• Intercom — a popular live chat tool
• Typeform — a popular survey tool
• Superhuman — a popular email client with high-touch onboarding
• Amplitude, FullStory — product analytics and insights tools
• Connect with Ashutosh at [email protected]
• Email Ashutosh or [email protected] to get three free months of Sunsama

Thanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.

Sponsor

This show is brought to you by Userlist — the best way for SaaS founders to send onboarding emails, segment your users based on events, and see where your customers get stuck in the product. Start your free trial today at userlist.com.

How does a personal touch help your SaaS stand out? What can we learn from SaaS companies that navigate massive growth spurts? In this episode, we speak with Frank Barry, COO of Tithe.ly. Frank shares why Tithe.ly has been successful during the pandemic, and why church management software was ripe for improvement. You'll learn how they survived exponential growth in 2020, how they stand out in a crowded space, and much more.

Visit our website for the detailed episode recap with key learnings.

Show notes

• Tithe.ly — Frank's product, online giving for churches
• Stripe — payment processing platform
• Userlist — Jane’s SaaS product
• Atomic Habits — a book by James Clear
• Morning Brew — daily email newsletter
• Intercom — a popular chat tool
• HubSpot — a popular CRM
• ChartMogul — a subscription analytics platform for SaaS companies
• Find Barry on Instagram

Thanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.

Sponsor

This show is brought to you by Userlist — the best tool for sending onboarding emails and segmenting your SaaS users. To follow the best practices, download our free printable email planning worksheets at userlist.com/worksheets.

How do SaaS sales and customer success compare? Today we speak with Louis Nicholls, co-founder of SparkLoop. You'll learn how to approach customer success with long-time-to-value products, what to watch out for with sales calls and demos, the benefits and drawbacks of freemium, and much more.

Visit our website for the detailed episode recap with key learnings.

Show notes

• SparkLoop — referral tool for newsletters
• ReferralHero — a referral tool run by Louis’s co-founder, Manuel
• Gymhopper — the first of Louis' startups
• ClassPass — fitness, spa, and beauty app with similarities to Gymhopper
• PostPerk — marketing SaaS tool for eCommerce, one of Louis' companies that he recently sold
• Sales for Founders — Louis's famous course
• Arrows — tool for creating mutual action plans with customers
• Ten Email Ideas for Your Customer Success Automation — Jane’s blog post
• Find Louis on Twitter
• Email Louis

Thanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.

Sponsor

This show is brought to you by Userlist — the best way for SaaS founders to send onboarding emails, segment your users based on events, and see where your customers get stuck in the product. Start your free trial today at userlist.com.

Why is it crucial to talk to customers before you write any copy? How can we make automated emails appear more human? Today we talk to Liz Painter, an email strategist and conversion copywriter at Comma Comma. Liz reveals several ways in which we can improve our copywriting and make meaningful connections with our users through email. The underlying theme? Talk to your users!

Visit our website for the detailed episode recap with key learnings.

Show notes

• Comma Comma — Liz's copywriting consultancy
• Copyhackers — copywriting instruction site
• Otter.ai — AI transcription service
• Rev.com — human-assisted transcription service
• Thinkific — online course creation site
• ClickUp — project management tool, sends emails from a personal address
• GitPrime (now Pluralsight Flow) — analytics for developers
• Follow Liz on LinkedIn

Thanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.

Sponsor

This show is brought to you by Userlist — the best tool for sending onboarding emails and segmenting your SaaS users. To follow the best practices, download our free printable email planning worksheets at userlist.com/worksheets.

When is the right time to survey users within your SaaS product? How can that survey data be used in customer success? Today  we speak with Moritz Dausinger, founder of Refiner. Moritz shares the story behind his survey tool, when and how to survey your users, and many other tips for making the most of the survey data.

Visit our website for the detailed episode recap with key learnings.

Show notes

• Refiner — Moritz’s product, a survey tool for SaaS companies
• Mailparser, Docparser — Moritz’s past projects prior to Refiner
• Segment — customer data platform (CDP)
• Amplitude — product analytics tool
• Gall’s Law — the law about complex systems being built from simple systems
• Capterra — software search and comparison tool
• Saas Growth Hacks — a popular Facebook group for SaaS founders
• Quora — knowledge sharing platform
• Product-Led Growth — product-based go-to-market strategy
• Follow Moritz on Twitter

Thanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.

Sponsor

This show is brought to you by Userlist — the best way for SaaS founders to send onboarding emails, segment your users based on events, and see where your customers get stuck in the product. Start your free trial today at userlist.com.

How can you scale support with limited resources? What are the best ways to foster a strong community around your SaaS product? We continue Season 2 with Megan McMullin, the customer onboarding specialist at MeetEdgar. Megan breaks down how they transitioned from simple email support to various video formats, the tools for content creation, and much more.

Visit our website for the detailed episode recap with key learnings.

Show notes

• MeetEdgar — Megan’s place of work, a social media scheduling tool
• Demio, Livestorm — webinar tools
• Loom — tool used for video recording
• StreamYard — a tool for streaming directly to multiple platforms
• Intercom — a popular inbox management and messaging tool
• Slack - Internal communication tool
• Pitch — a presentation tool for teams
• Slack, Trello — popular project management tools

Connect with Megan on  LinkedIn.

Thanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.

Sponsor

This show is brought to you by Userlist — the best tool for sending onboarding emails and segmenting your SaaS users. To follow the best practices, download our free printable email planning worksheets at userlist.com/worksheets.

Can we apply customer success practices to books and courses? And how can infoproducts help SaaS customers succeed? Season 2’s first guest is Alex Hillman, founder of Stacking The Bricks and author of The Tiny MBA. We discuss the company’s conception and philosophy, how they handle customer service, what makes a great course, and so much more.

Visit our website for the detailed episode recap with key learnings.

Show notes

• Stacking The Bricks — Alex’s company together with Amy Hoy
• Noko, EveryTimeZone — products by Amy Hoy, Alex’s partner
• 30x500 — Alex and Amy’s flagship product
• Indy Hall — Alex’s famous coworking space, now a remote work community
• Just F#*!ing Ship — a book by Amy and Alex
• Write Useful Books — a book & tool by Rob Fitzpatrick
• UI Breakfast Episode 206: Writing Useful Books with Rob Fitzpatrick
• Bear — a note-taking app
• The Essential Podcasting Guide — a book by Craig Hewitt of Castos
• Nathan Barry’s ConvertKit Academy
• Mastering ConvertKit — a course by Brennan Dunn available at Double Your Freelancing Rate
• Fundamental UI Design — a book Jane wrote for InVision (currently a free course)
• BadAss: Making Users Awesome — a book by Katy Sierra
• Follow Alex on Twitter
• The Tiny MBA — Alex’s book (use promo code BDTP20 at checkout for 20% off)

Thanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.

Sponsor

This show is brought to you by Userlist — the best way for SaaS founders to send onboarding emails, segment your users based on events, and see where your customers get stuck in the product. Start your free trial today at userlist.com

How can we improve SaaS onboarding, if user success requires doing hands-on work? How can you motivate them? Should you hire an onboarding specialist? Today’s guest, Kristina Quinones, divulges her onboarding secrets and strategies as Head of Customer Experience at MeetEdgar. You’ll get a glimpse into how they do onboarding, learn about their 7-day free trial experiment, content batching parties, and much more.

Visit our website for the detailed episode recap with key learnings.

Show notes

• Switch Interviews & Strategic Content with Alli Blum
• MeetEdgar’s content batching parties playlist
• Demio — webinar software
• “First Friend” — MeetEdgar’s concept of having that one person support a user throughout their onboarding journey
• Mixpanel — a product analytics tool
• meetedgar.com
• Follow MeetEdgar on Twitter, Facebook, Instagram, Pinterest and LinkedIn
• Follow Kristina on Twitter

Thanks for listening! If you found the episode useful, please spread the word about this new show on Twitter mentioning @userlist, or leave us a review on iTunes.

Sponsor

This show is brought to you by Userlist — the best way for SaaS founders to send onboarding emails, segment your users based on events, and see where your customers get stuck in the product. Start your free trial today at userlist.com

Can a SaaS company restrict signups without putting their revenue at risk? Our guest today is Jordan Gal, co-founder of CartHook. You’ll learn all about the company’s famous onboarding breakthrough, Jordan’s take on product-user fit, as well as his advice for SaaS founders looking to make a real change.

Visit our website for the detailed episode recap with key learnings.

Show notes

• CartHook — Jordan’s SaaS product
• ClickFunnels — a digital marketing product that inspired CartHook
• Hubspot — a popular marketing tool they use for analytics
• Success Potential: The Foundation of Customer Success — the Lincoln Murphy article that inspired Jordan
• ConvertKit — the popular email automation tool by Nathan Barry
• UI Breakfast Podcast. Episode 183: Customer Success with Anna Jacobsen
• CartHook Post Purchase Offers — CartHook’s new Shopify app
• Follow Jordan on Twitter

Thanks for listening! If you found the episode useful, please spread the word about this new show on Twitter mentioning @userlist, or leave us a review on iTunes.

Sponsor

This show is brought to you by Userlist — the best tool for sending onboarding emails and segmenting your SaaS users. To follow the best practices, download our free printable email planning worksheets at userlist.com/worksheets.

How can user research inform our user onboarding decisions?? We tap precisely into that with today’s amazing guest, onboarding strategist and SaaS consultant Alli Blum. You’ll learn about Alli’s professional journey, her definition of ideal onboarding, customer success milestones, and her bulletproof advice on conducting customer interviews.

Visit our website for the detailed episode recap with key learnings.

Show notes

• alliblum.com — Alli’s website
• UI Breakfast Episode 112: Optimizing SaaS Trials with Alli Blum
• Conducting Switch Interviews — an article by Thoughtbot
• JTBD for User Onboarding with Ramli John
• Stop Aiming at Happiness: Unconventional Wisdom for Customer Success — Anna Jacobsen’s Microconf talk
• What is a North Star metric? — a Mixpanel article
• How Long Should Your Pages Be? — an article on stages of awareness by Copy Hackers
• The JTBD methodology by Bob Moesta and Chris Spiek, one of Alli’s recommended resources
• Forget the Funnel by Claire Suellentrop and Gia Laudi — one of Alli’s recommended resources
• Copy Hackers by Joanna Weibe — one of Alli’s recommended resources
• The Mom Test — a book by Rob Fitzpatrick, Jane’s recommendation

Thanks for listening! If you found the episode useful, please spread the word about this new show on Twitter mentioning @userlist, or leave us a review on iTunes.