Hey, I'm Ryan

I write articles for SaaS companies and online publishers. My writing is informed by a decade of marketing experience—working for an agency, running a microagency, and freelancing. 

I specialize in B2B, marketing, tech, and AI; frequent projects include in-depth articles on customer experience and marketing, as well as hands-on reviews and comparisons of SaaS products. I've written for sites like Zapier.com, TheCXLead.com, and TheCMO.com.

Below, check out my latest articles. To get in touch with me, use the contact form at the bottom of this page.

What my clients say about me

"Hey Ryan, this is absolutely awesome. I love the examples you sourced, and your writing is so clear, engaging, and personal—exactly what we're going for. Thanks for the amazing work!"

Deb Tennen
Managing Editor, Zapier.com Blog

"Thank you so much for writing this article, and for providing so much value within it! I love it when I'm reading an article and a question pops into my head, and then the next sentence answers it. I continuously find myself nodding along to everything you write."

Stephanie Hood
Editor, TheCMO.com

"Ryan was recommended to our organization by a mutual colleague and I'm so glad he was! Not only does Ryan produce high-quality work to spec, but working with him has also been a seamless experience with clear communication and respect for deadlines."

Hannah Clark
Editor, TheCXLead.com

Recent Articles

ConvertKit vs. ActiveCampaign: Which should you use? [2024]

For years, I used ActiveCampaign as part of my web agency's sales process to track sales prospects and send follow-ups. More recently, as a writer, I've found myself firmly in ConvertKit's demographic of creators, and have experimented with its range of features.

Both and are solid marketing tools, but they excel at different things. For this article, I explored the latest features of both apps and spent time testing each one to compare them head-to-head. Here's what I found.

Here's a high-lev

How to send a test email in Mailchimp

If you've ever sent an email with the subject line Subject goes here, you know the importance of test emails. Spelling and grammar mistakes—or, even worse, pricing errors—can be costly and embarrassing. Then there's formatting: without testing, it's easy to send an email that seems perfect within Mailchimp but looks glitchy in your audience's inboxes.

In this article, I'll show you the step-by-step process for sending a Mailchimp test email (complete with screenshots). I'll also outline the tro

What is lead scoring? [+ Lead scoring best practices]

My most recent buying experience looked less like a straight line and more like a plate of spaghetti. Here's how it went down: while listening to a podcast, I came across the founder of a product and ended up following him on Twitter. Later, I joined his product's email list; eventually, I signed up for a free trial. Then I stopped using the product for a while, before realizing I needed it after all. Finally—a full year after first hearing about it—I made the purchase.

My long-and-winding cust

How to use Meta's Facebook Business Manager [2024]

Facebook's billions of daily users definitely make it an attractive place to advertise. One drawback to Facebook's scale, though? Its wide range of platforms and products—from personal Facebook profiles to Instagram ad accounts for business—can make it chaotic to navigate. Facebook's solution to the clutter is Facebook Business Manager, which helps you manage and collaborate on Facebook pages, Instagram profiles, and ad accounts.

Facebook's parent company, Meta, rebranded the tool to Meta Busin

Synthesia AI: Using Synthesia to generate AI videos

In the AI and robotics industries, there's a phenomenon known as the "uncanny valley": the observation that until a synthetically-created human is flawless, people will probably find it a bit spooky. We're not out of the uncanny valley yet, but we're getting close—and plenty of software companies are putting together practical uses for AI-generated human avatars in the meantime.

One of them is Synthesia, which focuses its AI video technology on enterprise use cases like employee onboarding and

Social Media Automation: The Ultimate Guide For Scaling Brands

When Jack Dorsey, Co-Founder of Twitter, typed out the first ever tweet (‘just setting up my twttr’) in 2006, he published it in real time. But by the late 2000s, social media marketing software like Hootsuite allowed users to schedule posts to Facebook and Twitter (and at the time, to MySpace and Google+) weeks or months in advance. Through this, social media automation quickly became a core part of many brands’ digital marketing strategies.

But automation is easy to do poorly. Too many brands

MailerLite vs. ActiveCampaign: Which is right for you? [2024]

are rarely as different as MailerLite and ActiveCampaign: MailerLite prides itself on ease of use and caters to small businesses, while ActiveCampaign includes advanced automation features and a fully capable sales CRM.

Still, some people end up with the wrong tool. I was one of them: after using ActiveCampaign for around two years, I switched to MailerLite. In this article, I'll walk you through the pros and cons of each platform to help you decide which is best for you.

A few years ago, I de

Inbound Vs Outbound Call Centers: A Comparative Guide

Despite the rise of AI bots and customer self-service, the humble phone call continues to be a key communication link between brands and customers. 86% of consumers would rather have a real human help them through customer service issues. In response, brands maintain a roster of 17 million contact center agents worldwide to support them.

Even B2B SaaS brands, with their relatively tech-savvy and self-service-inclined audiences, are not immune from the need for call-enabled contact centers. The

MailerLite vs. ConvertKit: Which should you choose?

Email marketing tools usually come in one of two flavors: small business or enterprise.

MailerLite falls in the small business bucket. But ConvertKit, which is specifically built for online creators, is an exception. Its narrow focus allows ConvertKit to populate its platform with creator-focused features you can't find anywhere else. Even so, there's enough overlap between MailerLite and ConvertKit that it can be hard to decide between them.

I've used MailerLite for years and have tested Conv

Understanding Call Whispering: A Comprehensive Guide

Call center agents have something in common with secret agents: a reliable coach in their ear, helping them as they chat with customers. Call whispering, as this technology is known, lets managers listen in on agents’ calls, provide them with guidance, and even take over the call if necessary.

Such technology is sorely needed: only 21% of employees feel like they have the feedback needed to do their best work. Call whispering, when used to its full potential, gives feedback to contact center ag

Six Strategies To Improve Agent Performance in Call Centers

Call centers employ nearly three million people in the US alone, and the average call center handles 4,400 calls per month. With millions of agents talking to millions of customers, the stakes are high: small improvements in agent performance can create significant ripple effects across key metrics like customer satisfaction, loyalty, and retention. How well-equipped your agents are can also have an outsized impact on your call center’s employee turnover.

With this in mind, improving call cente

MailerLite vs. Mailchimp: Which email marketing app is best? [2024]

Mailchimp has reached near-GoDaddy levels of : when I worked at a marketing agency, clients either had Mailchimp or they had nothing. But there are plenty of other options for . One of them is MailerLite, which I switched to myself a couple years back.

I've used both platforms extensively, and have also evaluated their features in-depth for my and . In preparation for this head-to-head showdown, I created campaigns in both MailerLite and Mailchimp to compare the design, ease of use, automation,

The Ultimate Guide To Customer Service Knowledge Management

Customer service is all about the sharing of knowledge. Whether that's sharing it from a website to customers, or from service agents to customers, or just from internal software to the service team, it's all about getting knowledge from one place to another.

And customer service knowledge management (CSKM) is what makes all of this possible. That's why CSKM is at the heart of every service strategy and is the foundation of great customer experiences.

Customer service knowledge management is t

The Ultimate Guide To Customer Self Service

As a former customer success rep, I can’t tell you how many times I got emails like this one: “I can’t get into my account. Can you reset my password?” Unfortunately, this is exactly the kind of support interaction you don’t want. Here’s why: for customers, the extra effort they’ve spent to get into their account is frustrating; for support reps, answering the same questions again and again is tiring; and for businesses, calls and chats with human agents cost more than if customers had been able

The Ultimate Guide To First Call Resolution

Exceptional customer service can make or break a business. When issues are resolved quickly and empathetically, positive brand associations develop. But unresolved problems chip away at customer loyalty and inflict real costs.

That's why first call resolution (FCR) is a vital metric for customer service teams. The stakes for first call resolution are high: according to Microsoft’s State of Global Customer Service report, 28% of customers worldwide say that getting their issue resolved in a sing

Which KPIs Do Customer Service AI Tools Improve?

As with most buzzy new technologies, AI has many useful applications—and plenty of others that are gimmicks. But when it comes to customer service, the hype is justified: Gartner, an IT research company, estimates that chatbots will be the main customer service channel for 25% of companies by 2027.

Many companies are enthusiastically integrating AI-powered tools like chatbots and predictive analytics into their customer service processes. And rightfully so: this technology enables teams to reso

Chatbot Vs Live Chat: Pros, Cons And How To Choose

In the Iron Man movies, J.A.R.V.I.S. is the AI assistant that Tony Stark uses to design inventions, manage his buildings, and control his flying suits. While we’re not quite at the J.A.R.V.I.S. stage yet, consumers are increasingly interacting with bots and the line between human and machine is getting blurrier by the day: 27% of consumers weren’t sure if the last customer support interaction they had was with a real person or a chatbot.

Today, it’s easier than ever for businesses to have chatb

The Part-Time Powerhouse: Demystifying The Role Of A Fractional CMO In SaaS

Hiring a full-time Chief Marketing Officer is no simple task. Average full-time CMO tenure is just over three years; meanwhile, executive searches tend to last at least 12 weeks—double that of other roles. In short: companies are slow to hire CMOs, and by the time they’re fully integrated into an organization, they may only stay a couple of years.

With this backdrop, it’s no wonder that the position of fractional CMO has risen in popularity, especially in the SaaS sector. Fractional CMOs tackle

MailerLite review [2023]: How does it stack up?

With 1.5 million users and an expanding set of features, MailerLite has grown into an email marketing heavyweight since its 2010 launch. But with capable competitors like ConvertKit, Mailchimp, and ActiveCampaign, is MailerLite still worth it?

I've been a MailerLite user for nearly two years. Here's what initially sold me: unlike most email software, 's free plan gives you fully functional email automation features. (That's part of why it made Zapier's list of the .) Like most users, I took adv

The Ultimate Guide To SaaS Customer Retention

Companies lose $1.6 trillion per year due to customer churn in the United States alone. It stands to reason, then, that companies can capture significant value by reducing churn. And while the path to lower churn takes serious effort, it isn’t hard to understand: companies can prevent 67% of churn by managing customer expectations and improving first-time resolution rates. Despite this massive opportunity, only 32% of SaaS companies have low (sub-5%) churn rates.

For SaaS companies, customer re

How To Create A SaaS Omnichannel Mobile Experience That Boosts Customer Retention

Quicken, an accounting software product by Intuit, was launched back in 1983. In those early days of computing, the term ‘omnichannel’ didn’t exist: the only channels were phone and snail mail and the main platform was DOS

How times have changed. Today, I’m one of five million users of QuickBooks Online, one of Intuit’s modern-day SaaS products. QuickBooks is as omnichannel as it gets: you can do nearly everything on the Quickbooks mobile app that you can on the web version. Some features are e

How To Build A Solid Brand Marketing Strategy In 7 Simple Steps

Here’s a fun exercise: how many SaaS brands can you name off the top of your head? For me, the biggest SaaS companies—Salesforce, HubSpot—come to mind, as well as others with memorable branding, like Mailchimp, Monday.com, and SurveyMonkey. What do all these companies have in common? A strong brand marketing strategy.

Building a brand marketing strategy is tough; executing it consistently over time is even tougher. But it pays off: 46% of customers would pay more to buy from brands they trust.

Boost design productivity with Adobe Express AI

Adobe's AI integration is picking up speed. Not long ago, I wrote about how , the company's generative AI tool, enables , text effects, and more. Now, some of Firefly's AI features have rolled into Adobe Express, a beginner-friendly design product that helps users make , edit videos, and create marketing materials.

Adobe Express, which originally launched as Adobe Spark in 2016 is essentially Adobe's response to Canva—which (not coincidentally) has also rolled out its own AI features . While Ad
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