SaaS Therapy

Summary: Todd Kirk and Jay share lessons from building QuickBase University’s customer education, including how microlearning can help learners complete real tasks and return to guidance when they need it. They review learner feedback and engagement results, then offer practical design advice on course length, scripting, examples, formats, and when to use characters. Key Topics: QuickBase Universi...

Summary: In this episode, Lindsay Thibeault, co-founder of SAS Academy Advisors, shares insights on the evolving landscape of customer education, the role of AI, and how to measure the true impact of educational initiatives in SaaS companies. Key Topics: The importance of infrastructure in customer education. How AI can scale and improve learning outcomes. The shift from knowledge transfer to beha...

Summary In this episode, Chris LaDolce shares insights on how AI is transforming customer education, the enduring principles of instructional design, and practical strategies for integrating AI tools into learning programs. Discover how to stay relevant and effective in a rapidly evolving landscape. Key Topics AI's impact on customer educationEnduring principles of instructional designAutomati...

Summary: In this episode, Todd and Casey explore how customer education professionals can proactively engage with customers, influence sales, and demonstrate their value within organizations. They share practical strategies for building trust, supporting sales teams, and creating impactful customer experiences. Key Topics: The importance of direct customer interaction for education leaders. Strate...

Summary: Neel Balar, co-founder of Clueso, shares insights on how AI is transforming content creation and customer education. Discover how to balance human creativity with AI automation to enhance productivity and trust. Key Topics: AI as director vs. production crew Balancing automation and human touch in content Scaling content creation efficiently Adoption hesitations and overcoming them Future...

In this episode, Evan Hall discusses the balance between human connection and AI automation in customer onboarding, emphasizing trust, confidence, and strategic use of AI tools. The conversation explores how organizations can leverage AI responsibly while maintaining a human touch. Key Topics The importance of trust and confidence in AI implementations Balancing automation with human interaction S...

Summary In this episode, Todd Kirk interviews behavioral economist and pricing strategist Eddie (Etionsa Agbonlahor) CEO of Decision Alpha to explore how understanding psychology can transform SaaS pricing strategies. They discuss common pitfalls, effective research methods, and practical tips for setting and adjusting prices in SaaS and education sectors. Key topics The role of behavioral economi...

In this episode, Christie DeCarolis shares insights on how AI is transforming customer education, emphasizing practical applications, community resources, and cautionary advice for leveraging AI effectively. Christie DeCarolis is a learning experience designer with 10+ years of experience in instructional design, with the last four years focused on customer training for SaaS companies. She builds...

Summary In this episode, Todd Kirk and Casey Trujillo explore innovative strategies for customer education and AI license utilization, emphasizing practical approaches to increase engagement and value realization. Key Topics AI proliferation and costs Customer education strategies Microlearning for quick wins Leadership buy-in for technology adoption Using surveys to measure impact Bottom-up vs to...

Summary In this episode, Casey Trujillo interviews Julie Whitten about the critical role of change management and internal communications in successful software implementation and organizational change. They explore frameworks, best practices, and the importance of understanding the human side of change. Key Topics The role of internal communications in organizational change How to measure success...

Summary In this episode, Todd Kirk chats with Dan Braithwaite about the evolving landscape of customer training, emphasizing the importance of live training, engagement strategies, and long-term program design to maximize impact. Key Topics The resurgence of live training and its benefits Strategies to increase engagement and participation Balancing in-person and virtual training methods Creating...

Summary In this episode, Langley Barth shares insights on how to effectively engage with customers, gather valuable feedback, and build trust to improve product and customer success strategies. Discover practical tips on starting conversations, overcoming fears, and leveraging AI for customer insights. Takeaways Start with simple, quantitative questions to understand customer personas. Build trust...

Summary In this episode, Ali Hartman shares insights on change management principles, their application in personal and professional life, and strategies for driving successful organizational change, especially in the context of technology adoption like AI. Key topics Change management principles and their application in personal life The importance of motivation, ability, and reinforcement in cha...

Summary In this episode, Yvonne Stefanovski shares insights on the evolving role of customer success, the impact of AI, and how organizations can leverage cross-functional teams and partnerships to enhance customer experience and drive growth. Key topics The changing landscape of customer success roles The impact of AI and automation on customer success teams Strategies for cross-departmental coll...

Summary In this episode, Clea Mahoney shares her journey into customer education, strategies for engaging diverse audiences, and how to measure success in training programs. Discover practical insights on creating relevant, impactful learning experiences that drive business value. Chapters 00:00 Introduction to SaaS Therapy and Guest Background 01:19 Clea Mahoney's Journey in Customer Educatio...

Summary In this episode, Todd Kirk and Casey Churjillo explore the latest developments in AI and SaaS, focusing on Microsoft's strategic moves with their Frontier initiative and lessons from historical marketing analogies like Michelin's tire and restaurant guide. They discuss how these insights can help SaaS companies better serve their customers and stay ahead in a rapidly evolving AI la...

Summary In this episode, Todd discusses the evolving landscape of customer success, the importance of problem finding over problem solving, and how to better identify unrecognized customer problems to improve retention and support. Chapters 00:00 Introduction to Customer Success and AI 05:05 Identifying Hidden Problems for Customers 09:55 Conclusion and Call to Action Resources:   ⁠⁠⁠⁠Connect with...

Summary In this episode, Jeff Batt shares insights on vibe coding, AI integration in learning, and how to adapt instructional design in the evolving digital landscape. Discover practical steps to start experimenting with AI tools and rethink how we create engaging learning experiences. Chapters 00:00 Introduction and Broadway Recommendations 02:25 Guest Introduction: Jeff Batt and Dev Learn Confer...

Summary In this engaging conversation, Todd Kirk and Casey Trujillo interview Victor Ivarsson, VP of IT and Telco at Planhat, exploring innovative approaches to SaaS pricing, customer success, and organizational alignment. They delve into outcome-based pricing, the role of AI, and strategies for maximizing customer retention and expansion. Chapters 00:00 Introduction to Victor Ivarsson and Planhat...

Summary This episode explores data-driven insights into effective customer education strategies in SaaS, emphasizing personalized, proactive learning methods over traditional instructor-led training. Todd Kirk and Casey Trujillo share key findings from a survey of over 20,000 users, revealing how SaaS vendors can better engage their customers with relevant, bite-sized content delivered through the...

Summary In this engaging conversation, experts Brent and Mike, Co-hosts of LIVE with Brent & Mike explore the nuances of learning and development, customer education, and how organizations can foster effective learning cultures. They share practical strategies for community building, behavior change, and leveraging technology to enhance performance. Chapters 00:00 Introduction to SaaS Therapy...

Summary In this episode of SaaS Therapy, Todd Kirk and Casey Trujillo interview Glenn Fleischman, CRO of AYTM, to explore the impact of AI on business, insights, and strategy. They discuss how companies can effectively implement AI, avoid common pitfalls, and leverage data for growth. Chapters 00:00 Introduction and Weather Analogy 02:06 AI's Impact on Business Operations 08:39 Understanding A...

Summary Join Todd Kirk, Casey Trujillo, and guest Talya Reynolds as they explore the future of learning, AI, and the societal impacts of technological change. This episode offers insights into how AI can transform education systems, the importance of human-centered approaches, and the need for optimistic innovation. Chapters 00:00 Introduction and Guest Introduction 01:40 The Love Letter to Learni...

Summary Join Todd Kirk and Julie Dirksen as they explore the science of behavior change, effective communication, and how to connect with your audience's immediate needs. Discover practical strategies to simplify messages, understand the elephant and rider metaphor, and drive meaningful change in your organization. Chapters 00:00 Introduction to Customer Education and Learning Design 02:55 The Jou...

Summary In this insightful episode, Ashley Moore shares her extensive experience in change management, digital transformation, and employee experience. She discusses effective strategies for driving change, creating psychological safety, managing change fatigue, and the importance of human connection in technology adoption. Key Topics Change management principles and frameworks Strategies for effe...