Podcast
Just One Customer Success Thing
Hosted by Dean Colegate · EN
Customer Success leaders join me, Dean Colegate, to share their real-life example of 'Just One CS Thing' that they've done to improve results in their CS organisation. Easy to digest, bitesize chunks of CS experience we can all learn from.
Inspiration for the format is from the BBC podcast called ‘Just One Thing’ where Dr Michael Mosley (who sadly died in June 2024) explained just one health/wellbeing tip.
10episodes
Episodes
Newest firstAll episodes
Just One CS Thing - Customer Journey Transformations with Manoj Tadakamalla
Jun 800:13:00Tap to summarizeThis week, my guest and I talk about when he was put in charge of a company that got acquired and led to his CS team being forced to transform from a traditional, human-led model to a data-driven, digital-first approach. We explore how mapping customer journeys with real usage data can dramatically improve retention and long-term success.
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Just One CS Thing - AI Agents Primer with Victoria Spencer
May 1800:12:46Tap to summarizeIn the latest Just One Customer Success Thing episode, I spoke with Victoria Spencer, Senior Director at Oracle, about how AI agents are redefining digital customer experience — especially when supporting thousands of smaller cloud customers. These smart assistants go far beyond ChatGPT-style prompts by pulling real-time, company-specific insights to save time and boost impact.
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Just One CS Thing - Sales to CS Handovers with Eleni Vorvis
May 1500:14:41Tap to summarizeToday, I’m joined by Eleni Vorvis, a seasoned fractional customer success leader, who shares why the handover from sales to CS is the most crucial—and often overlooked—moment in the customer journey. If you’ve ever struggled with inconsistent onboarding or poor cross-team alignment, this conversation is packed with insights you won’t want to miss.
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Just One CS Thing - 'Living' Success Plans with Caroline Lambie
May 8, 202500:09:19Tap to summarizeMy guest this week shares her slant on the topic of customer success plans. It’s a simple to implement idea and yet is a really powerful one to maximise the benefit that having these plans generate.
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Just One CS Thing - CSM to CSM Handovers with Chinelo Diejomaoh
Apr 29, 202500:11:35Tap to summarizeWe often hear about the importance of Sales to CSM handovers but just as critical is when customers move from one CSM to another. There are of course many similarities but Chinelo explains where these handovers need to be handled differently.
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Just One CS Thing - Rise of the Chief GTM Officer? with Thomas Voigt
Apr 21, 202500:09:45Tap to summarizeMy guest this week argues the case for late stage start-ups to simplify their revenue organisation. At this point in a company’s evolution, retention revenue will far exceed new business and therefore a new type of leader is needed. Thomas argues that CS leaders are the natural fit for this senior leadership role.
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Just One CS Thing - Tactics on Steroids! with Madison Hall
Apr 6, 202500:13:43Tap to summarizeWe all know what tactics are, but my guest this week takes them to the next level! She explains how her and her team spend time every week creatively designing and then executing new measurable tactics which have had stellar results.
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Just One CS Thing - Bringing Customers Alive with Dean Colegate
Mar 27, 202500:09:42Tap to summarizeHave you ever suspected that lesser-known clients are perceived by internal teams to be less important than the well known brands? Well here’s a simple idea that can help to put this right and has some other positive side effects too! Promoting clients internally will raise their profile, provide more context to people and help to level up all our customers. The added benefit is that by doing this internal client promotion it also demonstrates to the whole company that CS really does understand the important details about our customers.
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Just One CS Thing - User Onboarding with Donna Weber
Mar 20, 202500:13:15Tap to summarizeIf you don’t have great user adoption when your client goes live you risk the whole project being a failure. My guest this week really drives home the need to overcome the very normal resistance to change and the tactics we can deploy help this. The stakeholders responsible for making the purchasing decision will have gone through the whole sales process and will be excited by the new system but the users have just got to get on and use it. Is it any wonder that they don’t see the benefits they might get from this change.
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Just one CS Thing - Forecasting Rigour with Tom Broome
Mar 7, 202500:14:59Tap to summarize"Being able to accurately forecast revenue is the most important way to identify high performing CS teams". My guest this week really drives home the importance of merging all the great things CS teams are known for and adding the ability, learned from Sales, on how to accurately forecast revenue figures.
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