ZARZA We are Zarza, the prestigious firm behind major projects in information technology.
Listen "Happy holidays: Our 2025 predictions & Season 3 thoughts"
Episode Synopsis
In this special holiday edition of SaaS Therapy, hosts Todd Kirk and Casey Trujillo reflect on the key insights and themes from Season 3. We'll take you back to some of our favorite conversations from this season such as the analogy of the Winchester Mystery House to illustrate the complexities of learning management systems, and the significance of understanding customer experiences.
The hosts emphasize the need for honesty and vulnerability in building trust, and they encourage listeners to look in the mirror for personal and professional growth as they prepare for the new year.
Takeaways
The concept of one-way and two-way doors is crucial in decision-making.
Customer experience often suffers from poorly designed digital learning tools.
Emotional intelligence is a vital skill in customer success roles.
Transparency and honesty strengthen business relationships.
The analogy of the Winchester Mystery House highlights the need for purpose-built solutions.
Understanding customer journeys can reveal areas for improvement.
Commonalities exist across different SaaS organizations despite their size and industry.
The pratfall effect shows that vulnerability can build trust if you are already perceived as competent.
Reflecting on past experiences can lead to better future decisions.
Continuous learning and curiosity are essential for growth.
Contents
00:00 Introduction and Year-End Reflection
06:10 The Winchester Mystery House Analogy
11:58 Understanding Customer Experience
17:46 Transparency and Honesty in Business Relationships
23:55 Looking in the Mirror for Growth
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
The hosts emphasize the need for honesty and vulnerability in building trust, and they encourage listeners to look in the mirror for personal and professional growth as they prepare for the new year.
Takeaways
The concept of one-way and two-way doors is crucial in decision-making.
Customer experience often suffers from poorly designed digital learning tools.
Emotional intelligence is a vital skill in customer success roles.
Transparency and honesty strengthen business relationships.
The analogy of the Winchester Mystery House highlights the need for purpose-built solutions.
Understanding customer journeys can reveal areas for improvement.
Commonalities exist across different SaaS organizations despite their size and industry.
The pratfall effect shows that vulnerability can build trust if you are already perceived as competent.
Reflecting on past experiences can lead to better future decisions.
Continuous learning and curiosity are essential for growth.
Contents
00:00 Introduction and Year-End Reflection
06:10 The Winchester Mystery House Analogy
11:58 Understanding Customer Experience
17:46 Transparency and Honesty in Business Relationships
23:55 Looking in the Mirror for Growth
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
More episodes of the podcast SaaS Therapy
RECAP: The Path to Customer Success with Lincoln Murphy VP of Customer Experience @ListKit
02/12/2025
The Quality of Your Questions: CS Secrets from the Trenches with Todd Kirk and Casey Trujillo
18/11/2025
Establishing New Success Metrics for Customer Education with Todd Kirk and Casey Trujillo
04/11/2025
The Evolution of Customer Success Strategies with Dan Steinman, Director @ Colson Fellows
28/10/2025
In God we trust