Support Voice of the Customer project
37signals maintains a dedicated project called 'Support Voice of the Customer' to capture unusually insightful customer language and unique scenarios.
Where this was said
Why writing down every customer request can work against you
At 2:25 · chapter starts 0:40
Jason Fried opens with a confident defence of deliberate forgetting: the signal worth acting on is whatever keeps coming up repeatedly without being written down. The moment you put something on a list, you've manufactured an obligation — and product decisions made from obligations rather than genuine signal rarely lead anywhere good. He's careful to distinguish between productive listening and obsessive documentation: the former sharpens your instincts, the latter creates noise. His one carved-out exception is the 'Support Voice of the Customer' project [2] — Jason Fried "Support Voice of the Customer project: 37signals maintains a dedicated project called 'Support Voice of the Customer' to capture unusually …" 02:25 , where particularly vivid customer language or unusual scenarios get captured — not for feature planning, but for vocabulary mining. He illustrates this with a charming anecdote: early Basecamp customers were organically calling their projects 'base camps,' an insight that eventually prompted 37signals to consider that naming convention in Basecamp 3. It's a story that shows what listening without writing down can still surface when you're paying real attention.
Don't Institutionalize Customer Feedback
Hearing the same request repeatedly is your signal — not a written list. The moment you write something down, you create an obligation. Most individual feedback reflects one person's scenario, not the product's true direction.
Customers called projects 'base camps'
Early Basecamp customers organically called their projects 'base camps,' a usage insight that led 37signals to consider renaming projects accordingly in Basecamp 3.
Similar snapshots
$13K MRR with $0 marketing spend
Bhanu grew SiteGPT to $13,000 monthly recurring revenue entirely through organic channels, spending nothing on paid marketing.
1 million website visitors total
More than 1 million people have visited SiteGPT's website since launch in March 2023, all through organic channels.
90% of Google traffic from free tools
Approximately 90% of SiteGPT's Google search traffic comes from the free tools Bhanu built, not the main product pages.
Sold first SaaS for $250,000
Bhanu sold his first SaaS product, Feather, for $250,000 so he could focus fully on the faster-growing SiteGPT.
$500K total revenue since launch
SiteGPT has generated approximately $500,000 in total revenue since its launch in March 2023.
SiteGPT LTV ~$1,700–$1,800
The average customer lifetime value for SiteGPT is approximately $1,700 to $1,800, which Bhanu considers unusually high.
50,000 monthly visitors
SiteGPT receives around 50,000 visitors per month, of which about 200 convert to leads and 60 start free trials.
SiteGPT reached $10K MRR in month 1
SiteGPT hit $10,000 MRR within its very first month of launch, driven largely by early traction in the AI chatbot space.
Stuck at $2K MRR despite downloads
Despite strong download numbers, PropGPT could not push past $1,000–$2,000 MRR due to poor product retention.
