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   Know exactly where to focus. Plus, a roundup of this week’s best SaaS thinking.  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏  ͏ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­ ­
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                        Edition #523, 26-Jun-2026
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                       <p style="margin:0;margin-bottom:16px">
                        Customers tell us they stick with us because the product keeps getting better.
                        <br/>
                        <br/>
                        Looking back at Q2, our biggest launch was our MCP. But I'm equally proud of the improvements customers had been asking for: multi-account switching, an OR filter operator, visibility into currency movements, and more.
                        <br/>
                        <br/>
                        A product that keeps improving is one customers want to keep using. And shipping steadily brings in more feedback, which shapes what we build next.
                        <br/>
                        <br/>
                        The year is half over, and we’re improving faster than ever.
                        <br/>
                        <br/>
                        Stay cool,
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                        <a class="" rel="noopener" style="text-decoration: underline; color: #666e89;" target="_blank">
                         <strong>
                          Nick Franklin
                         </strong>
                        </a>
                        <br/>
                        Founder &amp; CEO
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                        This week in SaaS
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                       How Trainerize earned a premium valuation with defensible SaaS metrics
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                       <p style="margin:0;margin-bottom:16px">
                        Former Trainerize CEO Sharad Chandramohan ran the business early on as if he was going to sell it, even though he wasn’t sure he would. He listened to earnings calls to understand how executives explained performance, risk, and growth, and built Trainerize to the same standard. When ABC Fitness came to the table, Sharad had the insights they wanted, and the ability to answer their questions on the spot.
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                         "We were able to achieve a premium valuation on our ARR when we sold the business, and ChartMogul played a big role in that."
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                        Lost confidence
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                       <p style="margin:0;margin-bottom:16px">
                        The confidence score in a prioritization framework is difficult to define and trust. Even experienced PMs can recall features they were certain about that flopped, and throwaway work that outperformed everything. It’s not possible to predict success, so how should ideas be prioritized? Use techniques that favor small, reversible bets and systems that stay flexible—so uncertainty works for you rather than against you.
                       </p>
                       <p style="margin:0">
                        <em>
                         "We all know that projects are nearly always late, and often have less impact, less quickly, than we wanted⁠—no matter how confident we were. Indeed, we were always at least “fairly confident” or else we wouldn’t have agreed to do a nine-month, six-team project. So what weight should we place on “confidence"?"
                        </em>
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                       Conversation design: How to make your AI Agent communicate like your team
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                        A warm and conversational Agent greeting lifted Fin’s CSAT from 72.8% to 78.4%. Conversation design crafts an Agent’s voice to sound like your team or brand, not an LLM. Here’s how to get started: define the voice, keep instructions short, and design handoffs carefully. You don’t need a dedicated hire, just someone to be accountable. Small improvements compound fast.
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                         "When the Agent does hand off, a poor transition means the human support rep inherits a customer who’s already frustrated. Every one of these outcomes is avoidable, and conversation design is the discipline that ensures they don’t happen."
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                        <img alt="Sundays with Sam #24: Comparison Despair" height="auto" src="https://inboxflows.com/_/image/https%253A%252F%252Fuserimg-assets-eu.customeriomail.com%252Fimages%252Fclient-env-125412%252F01KVZ2FX8G4D5KEMTJYYE5RNEA.png/?inbox_flows_img_sig=eyJwYXRoIjoiaHR0cHMlM0ElMkYlMkZ1c2VyaW1nLWFzcyIsInRpbWUiOjE3ODI0NzUyNDEuNjk3MTkzNn0:1wd5Ef:ZxgPAn_tZW8oOq1WVCDuLZIT-iuvxtNSix6_FvDLHU4" style="display:block;height:auto;border:0;width:100%" title="Sundays with Sam #24: Comparison Despair" width="258"/>
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                        Sundays with Sam #24: Comparison despair
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                       <p style="margin:0;margin-bottom:16px">
                        The SpaceX IPO created 4,000 new millionaires. Reading the news might make you feel comparison despair: the feeling that someone else’s extraordinary outcome has somehow diminished your own life. The antidote is perspective: the future hasn’t been determined, someone else’s win doesn’t close yours. Focus on playing your own game, stay ambitious, and remember that many people can win.
                       </p>
                       <p style="margin:0">
                        <em>
                         "What hurts is the person who looks roughly like you, went to similar schools, worked in similar rooms, and made one different career decision. In this light, the SpaceX IPO or the Anthropic secondary market becomes psychological evidence of our own shortcomings."
                        </em>
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                        Chart of the week
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                        Vertical SaaS platforms are embedding financial products, resulting in 11% lower annual churn.
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                         Learn more
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