Sign up to save your podcasts
Or
Share SaaS Therapy
Share to email
Share to Facebook
Share to X
Share to email
Share to Facebook
Share to X
Or
SaaS Therapy
By BrainStormBusiness
SaaS Therapy episodes
- Ep 157: AI is the Production Crew, You're the Director | Neel Balar
Summary:
Neel Balar, co-founder of Clueso, shares insights on how AI is transforming content creation and customer education. Discover how to balance human creativity with AI automation to enhance productivity and trust.
Key Topics:
AI as director vs. production crew
Balancing automation and human touch in content
Scaling content creation efficiently
Adoption hesitations and overcoming them
Future of AI in content and product workflows
Resources:
Connect with Todd
Connect with Neel
Visit the show page
Get to know BrainStorm
Credits:
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Jane Harvey
45 min - Ep 156: Trust is the Key to Responsible AI Use | Evan Hall
In this episode, Evan Hall discusses the balance between human connection and AI automation in customer onboarding, emphasizing trust, confidence, and strategic use of AI tools. The conversation explores how organizations can leverage AI responsibly while maintaining a human touch.
Key Topics
The importance of trust and confidence in AI implementations
Balancing automation with human interaction
Strategies for responsible AI adoption in organizations
Using AI to enhance collaboration and shared understanding
Avoiding over-automation and maintaining strategic focus
Resources
Connect with Casey
Connect with Todd
Connect with Evan
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Jane Harvey
35 min - Ep 155: Price SaaS by Value, Not Competition | Etinosa Agbonlahor
SummaryIn this episode, Todd Kirk interviews behavioral economist and pricing strategist Eddie (Etionsa Agbonlahor) CEO of Decision Alpha to explore how understanding psychology can transform SaaS pricing strategies. They discuss common pitfalls, effective research methods, and practical tips for setting and adjusting prices in SaaS and education sectors.
Key topicsThe role of behavioral economics in SaaS pricingCommon mistakes in SaaS pricing strategiesThe house analogy for understanding pricing rangesImportance of customer research and willingness to payStrategies for communicating price changes effectivelyDifferentiation and niche marketing in pricingUsage-based pricing models and their implicationsTiming and frequency of price reevaluation
ResourcesBehavioral Pricing Playbook (Practical strategies for understanding how customers value what you offer.) https://playbook.decisionalpha.co- Stress-Test Your Pricing Strategy with Fred (Receive tailored pricing recommendations in minutes.) https://fred.decisionalpha.co
Connect with Eddie
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Jane Harvey
41 min - Ep 154: AI Support, Human Trust | Christie DeCarolis
In this episode, Christie DeCarolis shares insights on how AI is transforming customer education, emphasizing practical applications, community resources, and cautionary advice for leveraging AI effectively. Christie DeCarolis is a learning experience designer with 10+ years of experience in instructional design, with the last four years focused on customer training for SaaS companies. She builds live workshops, asynchronous courses, and onboarding programs tied to product adoption. Her programs have been linked to higher account growth and contract utilization. Christie also writes about instructional design and customer education on her Substack, "Teaching with Tech in Mind."
Key topics:
AI in customer education,
Community resources for customer education,
Using AI for data analysis and needs assessment,
Cautionary approaches to AI in content creation,
Measuring product adoption and support ticket metrics.
Resources:
Connect with Christie,
Connect with Casey,
Visit the show page,
Get to know BrainStorm.
Credits:
Show direction: Debra Wilson,
Show design: Kensie Smith,
Show manager: Jane Harvey.
40 min - The Hidden Cost of AI Adoption: Why Usage Doesn't Always Equal Value
Summary
In this episode, Todd Kirk and Casey Trujillo explore innovative strategies for customer education and AI license utilization, emphasizing practical approaches to increase engagement and value realization.
Key Topics
AI proliferation and costs
Customer education strategies
Microlearning for quick wins
Leadership buy-in for technology adoption
Using surveys to measure impact
Bottom-up vs top-down training approaches
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Jane Harvey
41 min - Navigating Change Management with Julie Whitten
Summary
In this episode, Casey Trujillo interviews Julie Whitten about the critical role of change management and internal communications in successful software implementation and organizational change. They explore frameworks, best practices, and the importance of understanding the human side of change.
Key Topics
The role of internal communications in organizational change
How to measure success in change initiatives
The importance of stakeholder analysis and leadership alignment
Best practices for training and capability building
Strategies for fostering belief and trust in change
The five layers of the People Stack framework
Sustaining change and embedding it into culture
The impact of effective storytelling and success stories
Resources:Connect with Julie Whitten
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits:
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Jane Harvey
41 min - Customer Training: Live, Engaging, and Long-Term Strategies
Summary
In this episode, Todd Kirk chats with Dan Braithwaite about the evolving landscape of customer training, emphasizing the importance of live training, engagement strategies, and long-term program design to maximize impact.
Key Topics
The resurgence of live training and its benefits
Strategies to increase engagement and participation
Balancing in-person and virtual training methods
Creating memorable and effective training experiences
Measuring success and proving value in training programs
Building champions and grassroots advocates
Overcoming common training challenges and misconceptions
Resources: Connect with Dan on LinkedIn
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits:
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager:Adam Rockwood
46 min - Mastering Customer Conversations: Strategies for Success
Summary
In this episode, Langley Barth shares insights on how to effectively engage with customers, gather valuable feedback, and build trust to improve product and customer success strategies. Discover practical tips on starting conversations, overcoming fears, and leveraging AI for customer insights.
Takeaways
Start with simple, quantitative questions to understand customer personas.
Build trust by being authentic and transparent in conversations.
Use customer feedback to identify gaps and inform product roadmap.
Proactively seek feedback to avoid siloed thinking and echo chambers.
Leverage AI tools to streamline learning and generate insights.
Resources:
Connect with Langley on LinkedIn
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits:
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager:Adam Rockwood
43 min - Mastering Change Management: Strategies for Success with Allie Hartman
Summary
In this episode, Ali Hartman shares insights on change management principles, their application in personal and professional life, and strategies for driving successful organizational change, especially in the context of technology adoption like AI.
Key topics
Change management principles and their application in personal life
The importance of motivation, ability, and reinforcement in change
Strategies for overcoming resistance and fear in organizational change
The role of leadership and sponsorship in successful change initiatives
Using AI to tailor change strategies for different groups
Resources:
Allie Hartman on LinkedIn
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits:
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager:Adam Rockwood
44 min - The Future of Customer Success in an AI World with Ivan Stefanovski
Summary
In this episode, Yvonne Stefanovski shares insights on the evolving role of customer success, the impact of AI, and how organizations can leverage cross-functional teams and partnerships to enhance customer experience and drive growth.
Key topics
The changing landscape of customer success roles
The impact of AI and automation on customer success teams
Strategies for cross-departmental collaboration
The role of partnerships in enhancing customer experience
Balancing AI and human touch in outreach and support
Resources:
Ivan Stefanovski on LinkedIn
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits:
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager:Adam Rockwood
41 min
About SaaS Therapy
From the publisher's feed
Get comfy. It's time for "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 overcoming common challenges. It's not just a podcast—it's a masterclass in nurturing and enhancing your SaaS customer connections.