An Insider's Look at the DoInbound Team
Key Takeaways
- Repeatable processes using templates and documentation are the foundation of the DoInbound Agency Framework
- Organizing content into 3-month campaigns with 12 episodes each enables small teams to produce consistently
- Two-way communication channels between companies and customers drive retention and satisfaction
This episode pulls back the curtain on the DoInbound team’s internal processes, featuring Ryan Herman (Head of Agency Success) and Ben Butler (Head of Communications).
The Team
Ryan communicates with inbound agency owners globally about their challenges and growth goals. He co-hosts the Inbound Sales Journey podcast and pioneered DoInbound’s inbound sales system. Ben focuses on marketing and customer success, with a primary goal of customer delight. He co-hosts the Happy Client Show podcast.
The Framework Philosophy
The DoInbound Agency Framework prioritizes repeatable processes using templates and documentation. The core question driving every decision is: how can we make this repeatable? When systems are documented, they can be improved, delegated, and scaled.
Lessons Learned
Several practical insights emerge from the conversation. Different learning styles matter - teams benefit from varied documentation formats including written guides and video walkthroughs. Processes require continuous improvement and should never be considered complete. Framework thinking matters more than tool selection.
Content at Scale
The team organizes content into 3-month campaigns, with each season containing 12 episodes. This framework enables a small team to produce four episodes weekly - a pace that would be unsustainable without documented processes. The episode also touches on customer retention strategy, emphasizing that two-way communication channels between companies and customers deserve greater attention in the industry.