Better Done Than Perfect

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.Show notesTithe.ly — Frank's product, online giving for churchesStripe — payment processing platformUserlist — Jane’s SaaS productAtomic Habits — a book by James ClearMorning Brew — daily email newsletterIntercom — a popular chat toolHubSpot — a popular CRMChartMogul — a subscription analytics platform for SaaS companiesFind Barry on InstagramThanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.SponsorThis show is brought to you by Userlist — the best tool for sending onboarding emails and segmenting your SaaS users. To follow the best practices, download our free printable email planning worksheets at userlist.com/worksheets.

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 notesSparkLoop — referral tool for newslettersReferralHero — a referral tool run by Louis’s co-founder, ManuelGymhopper — the first of Louis' startupsClassPass — fitness, spa, and beauty app with similarities to GymhopperPostPerk — marketing SaaS tool for eCommerce, one of Louis' companies that he recently soldSales for Founders — Louis's famous courseArrows — tool for creating mutual action plans with customersTen Email Ideas for Your Customer Success Automation — Jane’s blog postFind Louis on TwitterEmail LouisThanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.SponsorThis show is brought to you by Userlist — the best way for SaaS founders to send onboarding emails, segment your users based on events, and see where your customers get stuck in the product. Start your free trial today at userlist.com.

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 notesComma Comma — Liz's copywriting consultancyCopyhackers — copywriting instruction siteOtter.ai — AI transcription serviceRev.com — human-assisted transcription serviceThinkific — online course creation siteClickUp — project management tool, sends emails from a personal addressGitPrime (now Pluralsight Flow) — analytics for developersFollow Liz on LinkedInThanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.SponsorThis show is brought to you by Userlist — the best tool for sending onboarding emails and segmenting your SaaS users. To follow the best practices, download our free printable email planning worksheets at userlist.com/worksheets.

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 notesRefiner — Moritz’s product, a survey tool for SaaS companiesMailparser, Docparser — Moritz’s past projects prior to RefinerSegment — customer data platform (CDP)Amplitude — product analytics toolGall’s Law — the law about complex systems being built from simple systemsCapterra — software search and comparison toolSaas Growth Hacks — a popular Facebook group for SaaS foundersQuora — knowledge sharing platformProduct-Led Growth — product-based go-to-market strategyFollow Moritz on TwitterThanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.SponsorThis show is brought to you by Userlist — the best way for SaaS founders to send onboarding emails, segment your users based on events, and see where your customers get stuck in the product. Start your free trial today at userlist.com.

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 notesMeetEdgar — Megan’s place of work, a social media scheduling toolDemio, Livestorm — webinar toolsLoom — tool used for video recordingStreamYard — a tool for streaming directly to multiple platformsIntercom — a popular inbox management and messaging toolSlack - Internal communication toolPitch — a presentation tool for teamsSlack, Trello — popular project management toolsConnect with Megan on  LinkedIn.Thanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.SponsorThis show is brought to you by Userlist — the best tool for sending onboarding emails and segmenting your SaaS users. To follow the best practices, download our free printable email planning worksheets at userlist.com/worksheets.

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 notesStacking The Bricks — Alex’s company together with Amy HoyNoko, EveryTimeZone — products by Amy Hoy, Alex’s partner30x500 — Alex and Amy’s flagship productIndy Hall — Alex’s famous coworking space, now a remote work communityJust F#*!ing Ship — a book by Amy and AlexWrite Useful Books — a book & tool by Rob FitzpatrickUI Breakfast Episode 206: Writing Useful Books with Rob FitzpatrickBear — a note-taking appThe Essential Podcasting Guide — a book by Craig Hewitt of CastosNathan Barry’s ConvertKit AcademyMastering ConvertKit — a course by Brennan Dunn available at Double Your Freelancing RateFundamental UI Design — a book Jane wrote for InVision (currently a free course)BadAss: Making Users Awesome — a book by Katy SierraFollow Alex on TwitterThe Tiny MBA — Alex’s book (use promo code BDTP20 at checkout for 20% off)Thanks for listening! If you found the episode useful, please spread the word about the show on Twitter mentioning @userlist, or leave us a review on iTunes.SponsorThis show is brought to you by Userlist — the best way for SaaS founders to send onboarding emails, segment your users based on events, and see where your customers get stuck in the product. Start your free trial today at userlist.com

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 notesSwitch Interviews & Strategic Content with Alli BlumMeetEdgar’s content batching parties playlistDemio — webinar software“First Friend” — MeetEdgar’s concept of having that one person support a user throughout their onboarding journeyMixpanel — a product analytics toolmeetedgar.comFollow MeetEdgar on Twitter, Facebook, Instagram, Pinterest and LinkedInFollow Kristina on TwitterThanks for listening! If you found the episode useful, please spread the word about this new show on Twitter mentioning @userlist, or leave us a review on iTunes.SponsorThis show is brought to you by Userlist — the best way for SaaS founders to send onboarding emails, segment your users based on events, and see where your customers get stuck in the product. Start your free trial today at userlist.com

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 notesCartHook — Jordan’s SaaS productClickFunnels — a digital marketing product that inspired CartHookHubspot — a popular marketing tool they use for analyticsSuccess Potential: The Foundation of Customer Success — the Lincoln Murphy article that inspired JordanConvertKit — the popular email automation tool by Nathan BarryUI Breakfast Podcast. Episode 183: Customer Success with Anna JacobsenCartHook Post Purchase Offers — CartHook’s new Shopify appFollow Jordan on TwitterThanks for listening! If you found the episode useful, please spread the word about this new show on Twitter mentioning @userlist, or leave us a review on iTunes.SponsorThis show is brought to you by Userlist — the best tool for sending onboarding emails and segmenting your SaaS users. To follow the best practices, download our free printable email planning worksheets at userlist.com/worksheets.

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 notesalliblum.com — Alli’s websiteUI Breakfast Episode 112: Optimizing SaaS Trials with Alli BlumConducting Switch Interviews — an article by ThoughtbotJTBD for User Onboarding with Ramli JohnStop Aiming at Happiness: Unconventional Wisdom for Customer Success — Anna Jacobsen’s Microconf talkWhat is a North Star metric? — a Mixpanel articleHow Long Should Your Pages Be? — an article on stages of awareness by Copy HackersThe JTBD methodology by Bob Moesta and Chris Spiek, one of Alli’s recommended resourcesForget the Funnel by Claire Suellentrop and Gia Laudi — one of Alli’s recommended resourcesCopy Hackers by Joanna Weibe — one of Alli’s recommended resourcesThe Mom Test — a book by Rob Fitzpatrick, Jane’s recommendationThanks for listening! If you found the episode useful, please spread the word about this new show on Twitter mentioning @userlist, or leave us a review on iTunes.

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.Show notesLessAccounting — Paul’s SaaS, an invoicing and accounting toolShopify — a popular ecommerce platformShipamax — Paul’s previous productFlippa — a popular marketplace for online businessesQuickBooks — popular accounting softwareGetMyTime — a Quickbooks time-tracking add-on, Paul’s first acquired productGoogle Analytics — Paul’s preferred analytics tool for tracking the user journeyIntercom — a customer messaging tool Paul uses for automationUI Breakfast Episode 168: Succeeding at Freemium with Tim ValishevFollow Paul on TwitterThanks for listening! If you found the episode useful, please spread the word about this new show on Twitter mentioning @userlist, or leave us a review on iTunes.