Today, Todd and Casey delve into the current challenges in the SaaS industry, focusing on the concept of the 'last mile' and its relevance to customer success and education. They tackle issues like customer churn and software underutilization, emphasizing the importance of innovative solutions in SaaS companies.
Takeaways:

The last mile accounts for a significant portion of the overall cost of moving the product
Many SaaS companies struggle to drive results for their customers, leading to low software utilization and high churn rates.
Efforts should be made to connect the different stages of the customer journey and ensure a smooth transition from sales to utilization.
Technology is improving the delivery industry by enabling better tracking and optimization.
There is a fear of inconsistency and lack of control when outsourcing, but outsourcing can provide flexibility and adaptability in solving problems
There are two approaches to empowering customers: involving them in the decision-making process and giving them the power to take action on their own.
SaaS companies should not settle for suboptimal solutions and should strive to be innovators.

Content

00:00 Introduction
02:07 The Last Mile: A Key Concept in Solving Challenges
06:23 Connecting the Customer Journey
13:45 The Importance of Infrastructure and Innovative Solutions
20:42 Embracing Change and Innovation
23:58 The Impact of Technology on the Delivery Industry
27:10 Outsourcing vs. Optimization
31:26 Striving for Better

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: ⁠⁠⁠Angela Allred

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