CS Best Practices for Gong.io

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Michael Buccellato
Michael Buccellato Member Posts: 20 Thought Leader
edited November 2020 in CS Technology

Hi All - 

Curious to see how your teams are best leveraging Gong. We recently met with our CSM at Gong to get a better lay of the land. It seems that trackers are the most powerful feature to ensure you're always looking and listening in the right place.

We are still early adopters. My initial thought is to set up specific words and phrases that fall under the key areas of the lifecycle (Onboarding, Adoption, Renewal). Additionally, I want to set up trackers for health-related words and phrases.

What am I missing and how else are your teams squeezing the most out of Gong?

Best,
Michael



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  • [Deleted User]
    [Deleted User] Posts: 0 Gain Grow Retain Staff
    5 Insightfuls Photogenic First Anniversary GGR Blogger 2022
    edited November 2020
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    @Jay Nathan is becoming quite the power user. @Darcy Wodzinski too. 
  • Jesse Brightman
    Jesse Brightman Member Posts: 2 Navigator
    edited December 2020
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    Gong is terrific. Big fan not just for the coaching aspect, but also for account forensics and context.

    in the platform, it sounds like you are covered off on the basics, but here are a few things I think about:
    1. Can you also tag calls and take out snippets to send product teams feedback if you're hearing feedback over and over?
    2. customer accountability: I send customers over a video if they committed to something but haven't (like a professional 'guilt trip')
    3. I really like the insights piece, just a constant reminder to slow things down and take some pauses
    4.  Game tape review: as a team, can you leverage 15 minutes to review either a tough conversation/situation, negotiation, etc to run effective brainstorms and workshops
  • Anita Toth
    Anita Toth Member Posts: 246 Expert
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    edited December 2020
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    @Jesse Brightman  Love your suggestion #4 -- reviewing the game tape. Best way to discover what works and what doesn't. It provides an excellent opportunity for further training, especially around sensitive events like difficult conversations and negotiations.

    No matter how good we are, there's always room for some improvement. ??                    
  • Michael Buccellato
    Michael Buccellato Member Posts: 20 Thought Leader
    edited December 2020
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    Thanks, Anita & Jesse.

    What trackers do you use that align to specific lifecycle events (onboarding, adoption, renewal, etc)


    MICHAEL BUCCELLATO - M: 516 263 3277
    Enterprise Customer Success Manager

    315 W 36th St, New York, NY 10018
    https://ucarecdn.com/6a6fd9e9-b7c5-4f0a-9a65-c74a6530d391/https://ucarecdn.com/510869a9-266c-47f3-9af0-a5ed9c3f8a0e/https://ucarecdn.com/c57c1a4e-55e3-4e1d-b152-263b49bbb979/
    https://ucarecdn.com/3941e13c-a1cb-414a-9506-7002b05f8835/
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    LawGeex announces $20M round of funding. Investment cements LawGeex as de facto standard for legal teams looking to do more with less. Read more here.












  • Anita Toth
    Anita Toth Member Posts: 246 Expert
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    edited December 2020
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    @Michael Buccellato  I don't feel qualified to answer as I've never used Gong personally. ? Hopefully someone else can answer your question. ?
  • Brian Hartley
    Brian Hartley Member Posts: 185 Expert
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    edited December 2020
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    Hey @Michael Buccellato I really enjoy Gong as well.  Outside of what others have mentioned, I really like the ability to set up filters and have those emailed to me the following morning.  Currently I have filters that reflect key words coming up in the sales process.  From there I can jump in to let the sales team know if they are perhaps stretching the truth a bit :)
  • Chad Horenfeldt
    Chad Horenfeldt Member Posts: 57 Expert
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    edited December 2020
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    Just to add: My CSM at Gong created keywords for positive calls. I review those and then share the transcripts on Slack with the greater teams.  I've also used the testimonials from clients to include in presentations.
  • Todd Brengel
    Todd Brengel Member Posts: 1 Navigator
    edited December 2020
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    I used Gong in a former life managing a sales team, but most recently leveraged it as a volunteer in a 2nd yr MBA course at HBS.  The call "scoring" feature is something I wasn't familiar with and plan to start leveraging as a coaching tool with my team.  You create a grading matrix of different aspects of a call type (e.g. QBR, renewal conversation, adoption) and a 1-5 score on based on objective criteria like set agenda, tone, handled objections, and closed with next steps.  You can have leaders grade a few calls a quarter or, even better, have the CS team score each others calls.  Great way to reinforce best practices and let the team learn from each other.  
  • Michael Buccellato
    Michael Buccellato Member Posts: 20 Thought Leader
    edited December 2020
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    Curious to see what 'trackers' you are using - do you have them broken out by milestones? Lifecycle? etc


    MICHAEL BUCCELLATO - M: 516 263 3277
    Enterprise Customer Success Manager

    315 W 36th St, New York, NY 10018
    https://ucarecdn.com/6a6fd9e9-b7c5-4f0a-9a65-c74a6530d391/https://ucarecdn.com/510869a9-266c-47f3-9af0-a5ed9c3f8a0e/https://ucarecdn.com/c57c1a4e-55e3-4e1d-b152-263b49bbb979/
    https://ucarecdn.com/3941e13c-a1cb-414a-9506-7002b05f8835/
    image.png



    LawGeex announces $20M round of funding. Investment cements LawGeex as de facto standard for legal teams looking to do more with less. Read more here.