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Listen "Why SaaS Therapy?"
Episode Synopsis
Get to know your hosts, Todd Kirk and Casey Trujillo, as they discuss the importance of relationships in SaaS, the challenges that arise in these relationships, and how to respond. They'll share data, stories, voice of customer, and actionable tips you can use right away to improve your customer relationships and drive retention.
Takeaways
Relationships are crucial in the SaaS industry and require constant attention and effort.
Challenges often arise in SaaS relationships, including misaligned expectations and communication breakdowns.
Therapy is needed to heal and improve SaaS relationships, both between customers and vendors and within organizations.
Taking action and implementing actionable steps is essential to improve SaaS relationships and achieve desired outcomes.
Contents
00:00 Introduction and Purpose of the Podcast
03:13 The Importance of Relationships in SaaS
06:17 The Challenges in SaaS Relationships
11:00 The Need for Therapy in SaaS Relationships
15:15 Focusing on the Ultimate Objective
16:28 The Goal of Healing Broken SaaS Relationships
17:19 Data Point: User Adoption and Training
18:27 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
Takeaways
Relationships are crucial in the SaaS industry and require constant attention and effort.
Challenges often arise in SaaS relationships, including misaligned expectations and communication breakdowns.
Therapy is needed to heal and improve SaaS relationships, both between customers and vendors and within organizations.
Taking action and implementing actionable steps is essential to improve SaaS relationships and achieve desired outcomes.
Contents
00:00 Introduction and Purpose of the Podcast
03:13 The Importance of Relationships in SaaS
06:17 The Challenges in SaaS Relationships
11:00 The Need for Therapy in SaaS Relationships
15:15 Focusing on the Ultimate Objective
16:28 The Goal of Healing Broken SaaS Relationships
17:19 Data Point: User Adoption and Training
18:27 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
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
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