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SaaS Therapy
By BrainStormBusiness
SaaS Therapy episodes
- Mastering Customer Education: Strategies for Impactful Learning with Clea Mahoney
Summary
In this episode, Clea Mahoney shares her journey into customer education, strategies for engaging diverse audiences, and how to measure success in training programs. Discover practical insights on creating relevant, impactful learning experiences that drive business value.
Chapters
00:00 Introduction to SaaS Therapy and Guest Background
01:19 Clea Mahoney's Journey in Customer Education
03:26 Transitioning from Internal to Customer Education
08:21 Understanding Different Audiences in Training
16:22 Meeting Customers Where They Are
20:12 Defining Success Metrics in Customer Education
22:45 The Value of Certifications
25:48 Understanding Customer Education's Impact
28:28 Revenue and Customer Education
31:49 Transforming Customer Education into a Product
36:00 Building Relationships Through Education
38:59 Actionable Insights for Customer Education
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:Adam Rockwood
42 min - Microsoft's Frontier Strategy: A New Era in AI SaaS
Summary
In this episode, Todd Kirk and Casey Churjillo explore the latest developments in AI and SaaS, focusing on Microsoft's strategic moves with their Frontier initiative and lessons from historical marketing analogies like Michelin's tire and restaurant guide. They discuss how these insights can help SaaS companies better serve their customers and stay ahead in a rapidly evolving AI landscape.
Chapters
00:00 Introduction to AI and SaaS Developments
02:59 Microsoft's New Frontier Company
05:40 The Shift in SaaS and AI Integration
08:27 Challenges in AI Adoption
11:23 The Importance of Custom Solutions
14:32 Lessons from Microsoft's Fast Track Program
17:23 The Future of AI in SaaS
20:02 Conclusion and Key Takeaways
27:15 SaaS Therapy Outro
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:Adam Rockwood
28 min - How to Identify Unrecognized Customer Problems
Summary
In this episode, Todd discusses the evolving landscape of customer success, the importance of problem finding over problem solving, and how to better identify unrecognized customer problems to improve retention and support.
Chapters
00:00 Introduction to Customer Success and AI
05:05 Identifying Hidden Problems for Customers
09:55 Conclusion and Call to Action
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:Adam Rockwood
12 min - How AI is Transforming Instructional Design with Jeff Batt
Summary
In this episode, Jeff Batt shares insights on vibe coding, AI integration in learning, and how to adapt instructional design in the evolving digital landscape. Discover practical steps to start experimenting with AI tools and rethink how we create engaging learning experiences.
Chapters
00:00 Introduction and Broadway Recommendations
02:25 Guest Introduction: Jeff Batt and Dev Learn Conference
03:19 Understanding Vibe Coding and Its Impact
12:04 Getting Started with Vibe Coding
15:38 AI's Role in Instructional Design
20:55 Best Practices and Risks in Vibe Coding
25:11 Future Predictions for AI and Learning Tools
30:24 Evolving Skill Sets for Customer Education
36:26 Homework Assignment and Conclusion
38:02 SaaS Therapy Outro
Resources:
Connect with Jeff
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
39 min - How AI and Organizational Alignment Drive SaaS Growth with Victor Ivarsson
Summary
In this engaging conversation, Todd Kirk and Casey Trujillo interview Victor Ivarsson, VP of IT and Telco at Planhat, exploring innovative approaches to SaaS pricing, customer success, and organizational alignment. They delve into outcome-based pricing, the role of AI, and strategies for maximizing customer retention and expansion.
Chapters
00:00 Introduction to Victor Ivarsson and Planhat
02:18 The Future of Pricing Models: Is Seat-Based Pricing Dead?
04:22 AI and Outcome-Based Pricing: Challenges and Opportunities
06:20 Understanding Customer Success and SaaS Dynamics
14:15 Ownership of Renewals: Sales vs. Customer Success
19:47 Strategies for Increasing Renewal Rates
21:49 Defining Value in Customer Success
23:04 The Role of Sellers and CSMs in Customer Relationships
26:10 Evolving Responsibilities of Customer Success Managers
27:59 Aligning Sales and Customer Success Leadership
32:32 Innovative Approaches to Customer Success Management
38:39 The Future of Customer Success and Technology Integration
45:12 SaaS Therapy Outro
Resources:
Connect with Victor
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 - The Future of SaaS Customer Education: Data-Driven Strategies
Summary
This episode explores data-driven insights into effective customer education strategies in SaaS, emphasizing personalized, proactive learning methods over traditional instructor-led training. Todd Kirk and Casey Trujillo share key findings from a survey of over 20,000 users, revealing how SaaS vendors can better engage their customers with relevant, bite-sized content delivered through the right channels.
Chapters
00:00 Introduction and Guest Credibility
00:33 First Principles Thinking in SaaS Education
01:25 Current State of Customer Education and Challenges
02:19 Data from 20,000+ Users on Learning Preferences
03:33 How Users Want to Learn: Proactive Tips & Communication
04:25 The Impact of Learning Time and Engagement
05:38 Channels for Proactive Communication
06:48 User Preferences for Learning Formats
08:13 Most Valued Learning Methods: Ranking Insights
08:47 Instructor-Led Training: A Distant Second
10:16 The Power of Relevant, Personalized Content
12:07 Trends in Learning Time and Curiosity
14:23 User Engagement with Tips, Tricks, and Content Discovery
16:15 Effective Use of Proactive, Short Communications
17:36 Channels for Delivering Tips: Email, Chat, and In-App
18:53 Best Practices for In-App Notifications
21:02 Balancing Control and Guidance in Learning Journeys
22:15 Relevance and Personalization in Content Delivery
23:54 Digital Adoption Platforms and User Click Behavior
27:45 Maximizing Learning in Limited Time
30:06 Summary of Top User Preferences and Strategies
31:42 Actionable Recommendations for SaaS Vendors
32:58 Homework: Designing 15-Minute Learning Modules
34:08 Closing Remarks and Engagement Invitation
34:55 SaaS Therapy Outro
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:Adam Rockwood
36 min - How to Drive Behavior Change in Organizations with Brent Schlenker and Mike Simmons
Summary
In this engaging conversation, experts Brent and Mike, Co-hosts of LIVE with Brent & Mike explore the nuances of learning and development, customer education, and how organizations can foster effective learning cultures. They share practical strategies for community building, behavior change, and leveraging technology to enhance performance.
Chapters
00:00 Introduction to SaaS Therapy and Guests
02:38 The Relationship Between Learning and Development (L&D) and Customer Education
05:30 Understanding Learning vs. Training: Key Definitions
08:45 Identifying Breakdowns in Learning and Behavior Change
11:35 The COM-B Model: Capability, Opportunity, and Motivation
14:19 Challenges in Corporate Learning and Development
17:01 The Importance of Customer Education in SaaS
20:04 Engaging Customers: The Role of User Feedback
22:52 Conclusion and Key Takeaways
29:05 Building Engaged User Communities
34:58 Strategies for Customer Engagement
40:39 Actionable Takeaways for Improvement
44:57 Outro
Resources:
Connect with Brent on LinkedIn
Connect with Mike on LinkedIn
Subscribe to LIVE with Brent and Mike
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 - How AI is Reshaping Business Strategies in SaaS with Glenn Fleischman
Summary
In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo interview Glenn Fleischman, CRO of AYTM, to explore the impact of AI on business, insights, and strategy. They discuss how companies can effectively implement AI, avoid common pitfalls, and leverage data for growth.
Chapters00:00 Introduction and Weather Analogy
02:06 AI's Impact on Business Operations
08:39 Understanding AYTM and Its Services
11:16 The Importance of Research in AI Implementation
13:04 Connecting Data Sources for Effective AI
20:50 Causation vs Correlation in Insights
22:52 Understanding Net Revenue Retention (NRR) Dynamics
26:39 Aligning Business Strategies Across Teams
29:55 Leveraging AI for Market Research
31:25 The Legal Implications of AI Errors
34:22 Navigating the AI Revolution in Business
39:25 Homework: Embrace AI in Your Work
40:47 SaaS Therapy Outro
Resources:
Connect with Glenn 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
42 min - The Future of Learning: AI and Human-Centered Education with Talya Reynolds @ClearCo
Summary
Join Todd Kirk, Casey Trujillo, and guest Talya Reynolds as they explore the future of learning, AI, and the societal impacts of technological change. This episode offers insights into how AI can transform education systems, the importance of human-centered approaches, and the need for optimistic innovation.
Chapters
00:00 Introduction and Guest Introduction
01:40 The Love Letter to Learning Management Systems
04:14 The Future of Learning Intelligence Systems
06:35 Challenges in User-Centric Learning
10:34 The Role of Product and Customer Education
15:40 Innovative Approaches in Customer Education
22:15 Navigating Change in AI Adoption
24:35 User Engagement and AI Implementation Challenges
26:32 The Economic Viability of AI
28:12 Infrastructure and Societal Transformation
32:14 Dreaming of a Better Future with AI
35:59 Finding Balance in Technology and Humanity
Resources:Follow Talya 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 - The Science of Behavior Change: Connecting Dots for Impact with Julie Dirksen
Summary
Join Todd Kirk and Julie Dirksen as they explore the science of behavior change, effective communication, and how to connect with your audience's immediate needs. Discover practical strategies to simplify messages, understand the elephant and rider metaphor, and drive meaningful change in your organization.
Chapters
00:00 Introduction to Customer Education and Learning Design
02:55 The Journey into Adult Learning
05:23 Understanding Stakeholder Pain Points
08:18 Connecting Learning to Real-World Applications
10:56 Bridging the Gap Between Innovators and Majority Users
13:53 Simplifying Complex Messages for Effective Communication
16:32 The Role of Aptitude in Skills Development
21:08 Understanding the Elephant and the Rider
27:02 Bridging the Gap Between Knowledge and Experience
28:47 Making Learning Immediate and Compelling
35:09 The Role of Environment in Behavior Change
39:44 Final Thoughts and Homework Assignment
41:19 SaaS Therapy Outro .mp4
Resources:
Connect with Julie on LinkedIn
“Design for How People Learn” Book
Usable Learning Website
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.