Service-as-a-Software

This week, JDM and Cam unpack the sneaky trap of building custom solutions for every pilot customer and slapping a UI on top. The result? A startup that looks scalable on the outside but cries into its roadmap every night. To illustrate the difference between scalable platforms and barely-automated service businesses, the guys introduce a new game: Platform or Project? Also known (unofficially) as “SaaS or SaaSquatch,” this game is our attempt to expose founders building “custom-for-every-client” Frankenstein products… and maybe hurt a few feelings along the way. In This Episode * The slippery slope from MVP to unpaid consulting firm * Why repeatability is the key ingredient to any theory of scale * When white-glove onboarding becomes founder quicksand * How to tell if you’re building a company or just duct-taping a feature * Why “means to an end” doesn’t work if you’ve forgotten what the end even is Game: Platform or Project? * Customer Success Automation for SaaS TeamsManual CRM mapping, Python scripts, custom onboarding copyVerdict: Could be scrappy… or could be a disguised service businessKey Question: Is there a repeatable customer type behind this? * Inventory Optimization for Boutique CafésWeekly texts + spreadsheets = email ordersVerdict: Clever early validation—but definitely a feature, not a platformKey Question: What survives after you stop being the concierge? * Influencer Platform for B2B SaaSManual LinkedIn scraping, Typeform homepage, Google Docs, PayPalVerdict: Sounds like an agency with extra stepsKey Question: Where’s your distribution flywheel? Frivolous Thoughts * Cam becomes local royalty via the Interval app, a GPS-powered territory control game for runners — Sacramento is now his fiefdom! * JDM finally gets his wedding ring back after a two-month saga, reclaiming his rightful status as “visibly married”. * Bonus: The team celebrates Cass going rogue and inventing the “SaaSturbation Index” mid-recording — yes, it’s a terrible pun, and yes, it’s staying. This is a public episode. If you would like to discuss this with other subscribers or get access to bonus episodes, visit zerototraction.substack.com