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Product People

101 EpisodesProduced by Justin JacksonWebsite

A podcast focused on great products and the people who make them


EP71: Des Traynor on the forgotten job of every SaaS product

Des Traynor is one of my favorite writers and speakers on the topic of SaaS businesses, and jobs-to-be-done.

Notable quotes

“I think not talking to your customers was always a pretty pathological thing to do” – Des Traynor

“Customer service is the new competitive edge. Everyone has SaaS businesses. We’re all using the same frameworks, copying the same design techniques. Most software being produced today is infinitely better than it was years ago. The competitive edge isn’t going to be who has the better bevel. I actually think it will move to things like: ‘Who has a better relationship with the customer?’” – Des Traynor

“There’s a ton of project management software. It’s hard to compete on features. But if you ask: ‘How do I make people really great at managing projects?’ The answers come to you a lot quicker.” – Des Traynor

“It’s the forgotten job of every single SaaS product. ‘Ok, you’ve sold me. Now help me sell it to the rest of the team.’ I can eat the $29, but getting me to spend my own social currency… that’s a big ask.” – Des Traynor

“The job of every dashboard and report is to get someone promoted” – Des Traynor

Show notes Note from Justin

This interview is a smaller segment of a full-interview with Des, available on Product People Club. Go to, and sign up for the waiting list. Screenshots are up now!

Want to help the show? If you could go to  iTunes leave a nice review that would be superb. Also: if you’re listening on  Stitcher, please leave a review on there!

Justin Jackson

Music: Lethal Force by Striker, visit them at

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