How can we approach customer experience holistically to enable effective email marketing? In this episode, we talk to Jordan Skole, VP of Product Growth at Autobooks. You'll learn why it’s important to consider the entire customer experience, how copywriting can inform design, frameworks for understanding customers and creating email automations, and more. Visit our website for the detailed episode recap with key learnings. Autobooks — Jordan’s current place of work Mastering Email Software with...
Oct 08, 2021•42 min•Season 3Ep. 7
How can we make the integration process smooth for different email automation platforms? In this episode, we talk to Colin Nederkoorn, founder of Customer.io. You'll learn about the common mistakes companies make when setting up their email tools, how to best handle certain types of data, tips for providing “done for you” services, and more. Visit our website for the detailed episode recap with key learnings. Customer.io — Colin’s company, a customer engagement platform Mixpanel , Kissmetrics — ...
Sep 24, 2021•38 min•Season 3Ep. 6
What are the best ways to segment our marketing lists and nurture subscribers toward conversion? In this episode, we talk to Jason Resnick, email automation and marketing consultant. You'll learn how to balance nurture sequences and broadcast emails, how to approach segmentation and lead scoring, tips for improving automations, and more. Visit our website for the detailed episode recap with key learnings. NurtureKit — Jason’s consulting business Drip , ConvertKit , ActiveCampaign — popular email...
Sep 10, 2021•37 min•Season 3Ep. 5
How should membership-focused companies think about marketing automation? In this episode, we talk to Blair Wadman, an email automation consultant specializing in membership-focused companies. You'll learn about the similarities and differences of these companies compared to the traditional SaaS model, the tools used to run these businesses, tips for email marketing, and more. Visit our website for the detailed episode recap with key learnings. Blair’s consulting website Brennan Dunn — founder o...
Aug 27, 2021•41 min•Season 3Ep. 4
What pitfalls should we avoid in cold email outreach? In this episode, we talk to Andy Cabasso, co-founder of Postaga. You'll learn technical setup tips, ways to stand out, the best practices for follow-up sequences, and more. Visit our website for the detailed episode recap with key learnings. Postaga — Andy's automated email outreach product Product Hunt — a discovery site for new tech products John Buchan's "Charm Offensive" — a cold email outreach approach Episode 507 | Making Cold Email Wor...
Aug 13, 2021•40 min•Season 3Ep. 3
What should we think about when selecting an email automation platform? In this episode, we speak with Brennan Dunn, co-founder of RightMessage. We discuss how he gained his email automation knowledge, and the best practices for email automation. You'll learn the advantages of using custom fields over tags for segmentation, methods for email personalization, tips for providing value to subscribers, and more. Visit our website for the detailed episode recap with key learnings. RightMessage — Bren...
Jul 30, 2021•52 min•Season 3Ep. 2
How can we use data and experimentation to improve marketing for our SaaS? In this episode, we speak with Martin "Gonto" Gontovnikas, co-founder and growth advisor at Hypergrowth Partners. We discuss how to run marketing experiments, learn faster and unlock growth growth. You'll hear practical tips such as figuring out what to test, at what cadence, and much more. Visit our website for the detailed episode recap with key learnings. Hypergrowth Partners — a “sweat equity advisor” co-founded by Go...
Jul 19, 2021•38 min•Season 3Ep. 1
How do we lower churn? In this episode, we talk to Baird Hall, co-founder of Churnkey. We discuss the experiences that led Baird and his co-founders to start Churnkey and how to best think about churn in your business. You'll learn how to collect feedback from customers as they churn, the options you have to minimize your churn rate, the mistakes that Baird sees others making, and more. Visit our website for the detailed episode recap with key learnings. Churnkey — Baird's product Wavve , Zubtit...
Jul 02, 2021•28 min•Season 2Ep. 10
How does a product stand the test of time? In this episode, we speak with Scott Tyburski, co-founder of MenuPro and iMenuPro. We discuss the product transition of desktop-based MenuPro to the SaaS, web-based iMenuPro. You'll learn how Scott positions their product differently than competitors, how he approaches customer support, the lessons learned from nearly 30 years in the business, and more. Visit our website for the detailed episode recap with key learnings. iMenuPro — Scott's web-based pro...
Jun 18, 2021•31 min•Season 2Ep. 9
How do we design products to help users feel like they are making progress? In this episode, we speak with Jonny Burch, co-founder and CEO of Progression. We discuss several challenges they face while operating in the HR space — from selling their software to aligning vocabulary with customers. Visit our website for the detailed episode recap with key learnings. Show notes Progression — Jonny's career growth product Progression.fyi — the original free resource Deliveroo — a popular UK-based deli...
Jun 04, 2021•42 min•Season 2Ep. 8
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 ...
May 21, 2021•43 min•Season 2Ep. 7
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. Sh...
May 07, 2021•40 min•Season 2Ep. 6
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 fir...
Apr 12, 2021•39 min•Season 2Ep. 5
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 consultan...
Mar 26, 2021•41 min•Season 2Ep. 4
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 ...
Mar 18, 2021•33 min•Season 2Ep. 3
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 t...
Mar 11, 2021•44 min•Season 2Ep. 2
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 , EveryTim...
Feb 16, 2021•1 hr 2 min•Season 2Ep. 1
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 Switc...
Jan 12, 2021•42 min•Season 1Ep. 10
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 popu...
Dec 15, 2020•44 min•Season 1Ep. 9
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 Tria...
Dec 09, 2020•41 min•Season 1Ep. 8
SaaS is an industry open to anyone passionate enough to enter, but certain niches are particularly challenging — accounting and finance among these, no doubt. Our guest today is Paul Kogan, a fearless serial entrepreneur and the “new” founder of LessAccounting. You’ll hear about his multiple previous products, how he acquired and revamped LessAccounting, their user onboarding struggles, and his valuable advice for SaaS founders. Visit our website for the detailed episode recap with key learnings...
Dec 01, 2020•32 min•Season 1Ep. 7
Templates are a very powerful onboarding instrument, especially for “open-ended” creative tools. How do you use them effectively? Today’s guest is Christopher Gimmer, co-founder of Snappa. You’ll hear Christopher’s take on design templates, repurposed content, conversion, the friction of confirmation emails, onboarding videos, and much more. Visit our website for the detailed episode recap with key learnings. Show notes Snappa — Christopher’s SaaS product together with Marc Chouinard Product-Led...
Nov 24, 2020•31 min•Season 1Ep. 6
How does a brand new SaaS company launch smoothly amidst a global pandemic? Can the founders learn from past errors, or is it all about starting from scratch? Today’s guest is Rand Fishkin, co-founder of SparkToro and previous co-founder at Moz. You’ll learn about SparkToro’s onboarding and launch strategies, their highly successful user survey, conversion tactics, and the founders’ past and present challenges. Visit our website for the detailed episode recap with key learnings. Show notes Spark...
Nov 17, 2020•38 min•Season 1Ep. 5
Effective user onboarding is a matter of life and death for freemium products. Today we’re learning from one of the most established players in the email plugin industry. Our guest is Kim Gjerstad, co-founder of MailPoet. You’ll hear the product’s story as well as Kim’s insights on user onboarding, fighting churn, website design, and more. Visit our website for the detailed episode recap with key learnings. Show notes MailPoet — Kim’s SaaS product; an email plugin for WordPress WordPress — the m...
Nov 10, 2020•34 min•Season 1Ep. 4
Why is it so critical to be aware of customers’ Jobs to Be Done, especially when you work on their onboarding? In this episode, we chat with Ramli John, founder of Growth Marketing Today, fellow podcaster and consultant. You’ll hear about Ramli’s EURECA user onboarding framework, as well as his insights on segmentation, minimizing friction, success metrics, analytics tools, and more. Visit our website for the detailed episode recap with key learnings. Show notes growthtoday.fm — Ramli’s podcast ...
Nov 02, 2020•43 min•Season 1Ep. 3
Some entrepreneurs break into SaaS fairly early in life and make a real impact in the community. One of such inspiring founders is today’s guest, Adii Pienaar, the founder of WooCommerce and CM Commerce (previously Conversio). In this episode, you’ll hear about Adii’s successes and failures in user onboarding, as well as his views on email marketing, task simplification, concierge onboarding, success metrics, segmentation, and much more. Visit our website for the detailed episode recap with key ...
Oct 28, 2020•37 min•Season 1Ep. 2
When it comes to user onboarding, one of the first names that pop to mind is Samuel Hulick, an accomplished UX consultant, founder of User Onboard, and author of The Elements of User Onboarding. In this episode, you’ll learn Samuel’s take on exactly that — the “ideal” user onboarding experience, as well as his Mario-fireball concept, Value Paths, success metrics, Jobs to Be Done, segmentation, and his invaluable advice for SaaS founders. Visit our website for the detailed episode recap with key ...
Oct 28, 2020•39 min•Season 1Ep. 1
