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SaaS Therapy
By BrainStormBusiness
SaaS Therapy episodes
- Ep 161: What Makes Microlearning Actually Work | Jay Uuquhart
Summary:
Todd Kirk and Jay share lessons from building QuickBase University’s customer education, including how microlearning can help learners complete real tasks and return to guidance when they need it. They review learner feedback and engagement results, then offer practical design advice on course length, scripting, examples, formats, and when to use characters.
Key Topics:
QuickBase University learner feedback included 26,000 survey completions, with Todd citing a 9-10% survey completion rate.
Jay describes breaking Spy Analytics into four shorter modules, and learners praised clear explanations, useful visuals, and easy review.
Follow-along instruction, hands-on practice, and short standalone videos or PDFs help learners apply and revisit what they need.
Learner feedback also identified trade-offs: some wanted more practice or depth, while some videos moved too quickly.
Todd reports roughly 10x more star ratings and course completion improvements from 29% to 63% and 36% to 67% in sampled courses.
Jay explains using Action Mapping, attributed to Kathy Moore, to start with the learner’s job and the problem a course should solve.
The speakers recommend identifying customer needs through conversations with sales, customer success, trainers, and other teams close to users.
They caution that simply cutting a long webinar into shorter pieces does not make it useful microlearning.
Effective short videos start with immediate relevance, one clear objective, conversational narration, practical examples, and a natural conclusion.
Characters can make abstract, flexible software scenarios relatable, but should not distract from the learner’s task.
Resources:
Connect with Jay
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits:
Show direction: Debra Wilson
Show Design: Kensie Smith
Show manager: Jane Harvey
43 min - Ep 160: Transformation Over Information: Why We Need Learning Architects | Lindsay Thibeault
Summary:
In this episode, Lindsay Thibeault, co-founder of SAS Academy Advisors, shares insights on the evolving landscape of customer education, the role of AI, and how to measure the true impact of educational initiatives in SaaS companies.
Key Topics:
The importance of infrastructure in customer education.
How AI can scale and improve learning outcomes.
The shift from knowledge transfer to behavior change.
Aligning messaging across departments for better customer experience.
Using data and stories to measure educational impact.
ResourcesConnect with Todd,
Connect with Casey,
Connect with Lindsay,
Visit the show page,
Get to know BrainStorm
Credits:
Show Direction: Debra Wilson,
Show Design: Kensie Smith,
Show Manager: Jane Harvey,
46 min - Ep 159: Customer Education: AI-First, Not Course-First | Chris LoDolce
SummaryIn this episode, Chris LaDolce shares insights on how AI is transforming customer education, the enduring principles of instructional design, and practical strategies for integrating AI tools into learning programs. Discover how to stay relevant and effective in a rapidly evolving landscape.Key TopicsAI's impact on customer educationEnduring principles of instructional designAutomating content creation and updatesLeveraging business context for learningThe role of human expertise in AI-driven education
ResourcesConnect with Chris
Connect with Todd
Visit the show page
Get to know BrainStormCreditsShow direction: Debra WilsonShow design: Kensie SmithShow manager: Jane Harvey
45 min - Ep 158: Making Customer Education Matter to Sales and CS
Summary:
In this episode, Todd and Casey explore how customer education professionals can proactively engage with customers, influence sales, and demonstrate their value within organizations. They share practical strategies for building trust, supporting sales teams, and creating impactful customer experiences.
Key Topics:
The importance of direct customer interaction for education leaders. Strategies to get customer education in front of clients.
How to support sales teams with customer education.
Creating personalized and impactful customer experiences.
Using data and feedback to improve customer engagement.
The role of passion and energy in customer education.
Building long-term organizational influence for customer teams
Resources
Connect with Todd
Connect with Casey
Visit the show page
Get to know BrainStorm
Credits
Show Direction: Debra Wilson
Show Design: Kensie Smith
Show Manager: Jane Harvey
34 min - 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
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.