"Customer Support may be the most under-appreciated role in SaaS."

Why Customer Support = Startup Success

Interested in building your own SaaS company? Follow the journey of Transistor.fm as they bootstrap a podcast hosting startup.

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A panel discussion on 37signals' first ONCE product, the launch of Campfire ("pay for it once, install it, and run it on your own server"). Ian Landsman, Tyler Tringas, and Justin Jackson share what they expected to happen before the launch, what did happen, and what it means for indie hackers and bootstrappers who want to launch SaaS companies. Is this the end of SaaS? Links:Once landing pageCampfire sales pageDHH's tweet: "ONCE/Campfire hasn't even been for sale for a week, but we've already sold more than quarter of a million dollars."Tyler Tringas's videoI want to hear your thoughts: If you listen to the episode, I'd be curious to hear your thoughts:Can you think of a low-price, pay-once, on-prem software product that's succeeded? (The only one I could think of was ​Statamic CMS​)Do you think a different Once product might have made more sales? What kinds of products do you think might work?Did you buy Campfire? What did you buy it for? Are you using it as a chat tool for your company?Other thoughts on our discussion.

Is ONCE enough?

Fast Company called Acquired "the #1 tech podcast sensation." I've been a huge fan of the show for years. So, I was surprised when they contacted me and wanted to switch to Transistor for podcast hosting! Since switching, they've had a breakout year. Their clips started showing up everywhere on my social media feed; they had chart-topping episodes on Nintendo, Nike, and Costco, and they interviewed the CEOs of NVIDIA, Uber, and Charlie Munger.  And this was the year that Ben Gilbert and David Rosenthal (the co-hosts) both went full-time on the podcast. Podcasting is now their job. With all of that activity, I thought Build your SaaS listeners would be interested in hearing my interview with David about their entire story:How they got started, how they built momentum over time,how they were able to double their audience every single year since 2015, And how that momentum ended up Attracting an incredibly valuable audience that they've now monetized through sponsorships. This interview has so much that podcasters, creators, and indie entrepreneurs will find super helpful and inspirational. 

How Ben and David bootstrapped the Acquired podcast

The whole team is on the show! Jon, Helen, Jason, Josh, and Justin are on the mics to discuss our recent team retreat to Nashville, Tennessee. If you're wondering what a retreat looks like for a remote team, you'll get a lot out of this episode. We also reveal some of our exploits in Music City:"Going to a Tiki Bar is usually a mistake."Highlights
(00:10) - Welcome
(01:15) - Highlights of our retreat in Nashville
(13:00) - It's not easy to get everyone together
(20:31) - Our schedule for the retreat
(26:42) - Electrolytes are a good idea
(32:08) - Things to improve or tips for other teams
"For 51 weeks, our small team works efficiently. Our team retreat week is a culmination of celebrations, milestones, birthdays, and holidays we might have missed. It's special to condense these moments into one week and see everyone in person to celebrate our achievements from the previous year." – HelenLinks:Photos from our trip to Nashville. PhotoWalk Nashville service.SurfOffice Location Finder: "Discover the optimal location to meet with your remote team. Results are sorted by average travel time per person, number of stopovers, and overall price."How to plan a team retreat: Planning a retreat can be a daunting task, so we wanted to share our learnings in the hopes that it’ll be helpful for other remote teams out there.Takeaways:The city you choose for your retreat will significantly influence the team's productivity and leisure activities.Be intentional and set aside time for planning and product discussions.A retreat is a great time for a remote team to celebrate milestones and achievements.Have a balance between work activities and fun activities.Simple activities like games or cards can be as fulfilling as fancy events.
Thanks to our monthly supporters

  Pascal from sharpen.page
  Rewardful.com
  Greg Park
  Mitchell Davis from RecruitKit.com.au
  Marcel Fahle, wearebold.af
  Bill Condo (@mavrck)
  Ward from MemberSpace.com
  Evandro Sasse
  Austin Loveless
  Michael Sitver
  Dan Buda
  Colin Gray
  Dave Giunta




Nashville team retreat: scary birds, country music, and a photo shoot

Justin catches up with his old internet friend Paul Jarvis. Today, Paul co-founded Fathom Analytics with Jack Ellis: a simple alternative to Google Analytics. Paul is also the author of the book "Company of One," which has influenced a whole generation of indie entrepreneurs (and has been reviewed by Cal Newport, Chris Guillebeau, Ben Chestnut, Tiago Forte, and more). Previously, Justin and Paul did a weekly mastermind, where they supported and encouraged each other around our indie businesses. They decided to do a catch-up call and recorded it so you could listen in. 

Paul Jarvis: gaining freedom by building an indie business

Tim reached out after the Aaron Francis episode: "I wanted to pitch you on the idea of coming on the podcast and sharing my journey of building side projects for the last decade while raising a family. I can also share the guardrails I put in place before finally going full-time on T.LY." Highlights:
(00:12) - Welcome
(01:18) - Who is Tim Leland?
(03:25) - What guardrails did you put in place?
(06:29) - What's the sales funnel?
(08:18) - Family as a motivator
(16:26) - How would you describe your effort during this process?
(20:11) - What about family boundaries?
(23:30) - How do you manage your thoughts?
(31:20) - How have you been able to manage the effort level?
(34:49) - The pressure of cutting the cord from your job
(38:21) - What's it been like being full time on t.ly?
(40:04) - What's your SEO magic touch?

Links:Tim's startup: T.LYTim's TwitterTim's blog: tools for marketers
Thanks to our monthly supporters

  Pascal from sharpen.page
  Rewardful.com
  Greg Park
  Mitchell Davis from RecruitKit.com.au
  Marcel Fahle, wearebold.af
  Bill Condo (@mavrck)
  Ward from MemberSpace.com
  Evandro Sasse
  Austin Loveless
  Michael Sitver
  Dan Buda
  Colin Gray
  Dave Giunta




Why Customer Support = Startup Success

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