Strategic Initiatives Archives - Gong

Gong gives Reachdesk the gift of alignment during rapid international growth

Hannah Hapin — Mon, 31 Jul 2023 15:05:22 +0000

Gong gives Reachdesk the gift of alignment during rapid international growth Coaching Deal Execution Strategic Initiatives Small Business North America Software The challenge Without Gong, Reachdesk’s EMEA sales teams couldn’t unearth details about which rep behaviors won deals or why customers made purchases. That led to inefficient sales practices and difficulty aligning CS, account managers, product, and marketing around the customer lifecycle. The outcome Reachdesk now uses Gong to gain valuable insights into rep and customer behaviors so they can keep global teams aligned and focus on efficient sales processes and customer lifecycles. This approach kept the sales team connected throughout a period of rapid growth. Headquarters New York, New York Founded 2018 Employees 500+ Industry Software Development If anyone knows the power of a good gift, it’s Reachdesk. Reachdesk is a global direct mail platform that helps B2B companies build deeper connections with customers through gifting. Reachdesk was listed as one of the fastest-growing software companies by G2 in 2021 and has been an established G2 category leader since. After a record year of growth and a $43M Series B in 2021, Reachdesk grew their global sales team across US and EMEA. It’s an impressive feat, but one primed with risk. Periods of major growth can bring misalignment and poor communication to globally dispersed teams, which often results in inefficient operations across the customer lifecycle. Reachdesk wanted to improve these issues prior to expansion, and was eager to solve them quickly before they became ingrained in the next growth phase. The company decided to use Gong’s Revenue Intelligence Platform to surface customer insights that could bolster alignment, communication, efficiency, and decision-making. Gain efficiency by aligning teams in EMEA and the US Previously, Reachdesk’s global teams lacked alignment and dealt with poor communication about customer-related issues. Today, Gong makes it easy for the EMEA sales team to stay aligned with their global counterparts and share lessons learned across CS, marketing, and product teams around the world, at any point in time. They often do so on the go, using Gong’s mobile app. The sales team relies heavily on Gong’s Call Libraries to bring the most effective tactics and talk tracks to everyone’s attention. Wherever they are, EMEA sales team members can contribute full calls or call snippets to best-practice Call Libraries, sharing their lessons learned for training purposes. Teams anywhere in the world can easily listen to each other’s calls, learn what works, and provide each other with feedback. “Being able to share snippets globally has been a huge benefit of using Gong,” says Alex Olley, Reachdesk’s co-founder and Chief Revenue Officer, “It has helped with my biggest pain point during this growth by getting alignment between the US and the UK teams.” This alignment has resulted in heightened training efficiency, as well as increased collaboration and consistency in messaging across the distributed teams. Spot risks and keep deals on track At one time, Reachdesk found it hard to tap into its customer interactions to determine which deals carried hidden risks. With the adoption of Gong, reps on all its global teams turned to Gong’s Deal Boards to spot warning signs and risks inside deals. Deal Boards give them the full context of a deal’s progression, so they can collaborate with AEs to address those risks and get deals back on track. Deal Boards surface risks that managers and reps would otherwise miss. Olley also wanted to know what top-performing reps did that worked. “I really wanted to solve that problem,” he said, “getting intelligence from all the reps, and particularly the top performers, so I could make sure we pushed the right talk tracks through to the rest of the team.” He wanted to know what their message adherence was like and which winning behaviors the top reps used. With Gong’s ability to analyze customer interactions and highlight what works and what doesn’t, Olley was able to get Reachdesk’s reps singing the same winning tune, wherever they worked. Today, they use Gong’s advanced visibility and smart guidance for ongoing coaching and training initiatives and keeping deal execution moving smoothly. Olley says these same deal insights are “also useful for forecasting.” Gong surfaces reliable information quickly, saving them at least two hours each week on forecasting and pipeline activities. Make data-backed decisions that get customers to say yes While his EMEA sales team grew, Olley also wanted to clarify why customers made purchases so he could base future decisions on that information. Olley says, “There are three things we now look at using Gong’s keyword trackers: customers’ use cases, the challenges they face, and what success looks like for them.” Whenever a deal closes, he gets an alert and listens to the call to further clarify why the customer said yes. This — along with Gong Insights’ analytical abilities — helps Olley and his teams make informed business decisions. Most recently, he used Gong’s initial analysis of customer interactions to update Reachdesk’s messaging and align it with their customers’ stated needs. The revenue teams also use Gong Insights to act on opportunities in the market and map their product roadmap. Gift your entire company a solution it loves Today, Reachdesk uses Gong’s Revenue Intelligence Platform across the entire revenue organization. Olley says, “It’s embedded into a lot of what we do as a company.” Gong supported Reachdesk through a period of rapid growth, while it cemented its sales messaging, designed efficient processes, and aligned its global teams. Back to All Stories Have questions or want a custom demo? We’re here to help! Click the button below and we’ll be in touch. Request demo Keep exploring stories like this one If You Build It, They Will Come: Why Building a Coaching Culture Leads to a Better Sales Team Enterprise Coaching Global Business Services All Paths Lead to Retention: How Gong “Forever Changed” Sendoso’s Customer Experience Team Small Business Deal Execution Strategic Initiatives North America Software ComplyAdvantage uses Gong to decrease ramp time by 50% Small Business Coaching Deal Execution Europe/Middle East/Africa Software

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Business Financing Leader Funding Circle Credits Gong With More Successful Customer Interactions

Hannah Hapin — Wed, 12 Jul 2023 20:21:28 +0000

Business Financing Leader Funding Circle Credits Gong With More Successful Customer Interactions Coaching Strategic Initiatives Enterprise Global Business Financing The challenge Funding Circle wanted a platform that would identify key trends and risks inside its customer interactions. They also wanted to be able to test new initiatives and coach employees on best practices so they could guarantee quality as well as compliance with internal policies and procedures. The outcome Using the Gong platform’s advanced AI capabilities, Funding Circle vastly improved the quality of its coaching and its understanding of market trends. It also transformed its business efficiency and compliance by using faster and more effective testing and monitoring. HEadquarters London, England founded 2010 company size 1000+ Industry Business Financing In a win for business financing leaders everywhere, Funding Circle got more than they bargained for from Gong. They’re ready to share how they did it. Founded in 2010, Funding Circle originally operated as a peer-to-peer marketplace. It’s now one of the largest online platforms for small business loans in the world, having helped 130,000+ businesses borrow more than £14.5 B (~$18B USD). Peter Lindeman, Head of Quality Assurance and Control at Funding Circle, runs a team that’s responsible for ensuring that customers are treated fairly and in compliance with the company’s agreed policies, procedures, and regulatory requirements. When he first approached Gong, his focus was on improving the quality of customer calls and compliance using coaching. He wanted managers to have advanced visibility into customer interactions so they could improve their quality assurance (QA), compliance, and messaging initiatives through coaching. Gong’s Revenue Intelligence Platform was a perfect fit for the needs of this highly regulated, global, business financing powerhouse. A focus on QA, coaching, and customer insights leads to real-time agility and understanding the daily challenges our customers face. Funding Circle had tried other solutions, but it was hard to customize and update their tracking features in line with the company’s real-time requirements. Business financing is subject to the whims of global market systems that can turn quickly based on political and world events. Lindeman needed a solution that would keep his team one step ahead of the market. Gong was the right solution. Gong’s versatile keyword trackers were a step in the right direction. Funding Circle now monitors keywords in real time inside customer interactions, and updates those trackers with ease in just a few clicks. This enables Funding Circle managers to spot emerging market trends as they happen and tailor their coaching accordingly. Funding Circle has gone even further by using Gong’s proprietary AI-powered Smart Trackers. This allows them to track key concepts, no matter how they’re phrased, and enables them to track emerging trends and gain a fuller understanding of the daily challenges their customers face, and respond accordingly. With Gong’s insights, managers can easily recognize the best practices happening on calls — like behaviors or talk tracks — and replicate them across a team. They’re also able to track whether agents are in compliance with the policies and procedures that guide customer interactions in business finance. These steps have been major wins for quality improvement and real-time agility on Funding Circle’s frontline teams. New message testing is faster and more effective Once they realized the extent of Gong’s AI-backed capabilities, Funding Circle incorporated Gong more deeply into their monitoring and testing (M&T) program. This allows them to make well-informed decisions from day one with respect to new messaging roll outs. They can also ensure that regulatory requirements, policies, procedures, and best practices are followed. Relying on keyword trackers enables the team to take on increased levels of M&T. “We saw Gong’s larger value when we realized we could use the platform for coaching and for monitoring and testing our latest test scripts,” said Peter Lindeman. The team now runs faster testing for new talk tracks because the tracking and evaluation functions are automated in Gong. It takes fewer resources to run higher-quality testing, saving the company both time and money. Gong also helps the team ensure that Funding Circle’s new messaging initiatives are agile, and that compliance on new selling scripts is monitored. (The latter is a critical component of rollouts in business finance, as well as many other heavily regulated sectors.) As Lindeman said, “Having increasingly automated M&T processes means we’re able to pick up a wider scope of testing and highlight emerging areas of risk and, furthermore, with less resource” Gong’s insights enable everyone with a hand in the rollout to pivot quickly and ensure its success. Visibility into market trends enables customer-friendly responses Lindeman noted that one of Funding Circle’s enduring challenges (as with other businesses) was a lack of clear visibility into key market trends and emerging risks from specifically, an overall customer’s perspective. With Gong’s advanced visibility, Lindeman’s team now analyzes customer interactions at scale to highlight key market trends and emerging risks it might otherwise miss. For example, they identify the micro- and macro-economic obstacles that borrowers regularly mention. The company periodically reviews this interaction-based data as part of its customer insights reporting (CIR). It’s incredibly useful in increasing the company’s responsiveness to changing market dynamics, and lets them make smart business decisions that address their customers’ stated needs. Gong bankrolls success across the global company Funding Circle’s Quality Assurance and Control team now use Gong’s data and analytical capabilities to keep key stakeholders within the business up to date on insights into customer interactions. This allows the teams to remain agile in the face of market trends and ensure the top-shelf quality their customers expect during interactions with a global business financing leader. Lindeman’s team regularly learns about new ways to use Gong’s AI-backed capabilities to extract more information from their customer interactions. Where they once needed to improve the quality of their calls, compliance, and coaching, they are now positioned to tackle broader market issues affecting the business. Back to All Stories Have questions or want a custom demo? We’re here to help! Click the button below and we’ll be in touch. Request demo Keep exploring stories like this one How Tray.io’s RevOps team uses Gong to win business Enterprise Deal Execution Strategic Initiatives North America Software Learning and transforming: How Gong helps Udemy make critical revenue decisions Enterprise Coaching Deal Execution Strategic Initiatives Global Education Gong Gives Genesys Sales Managers The Ability to “Ride Shotgun” With Any Deal Enterprise Coaching Deal Execution Global Software

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Learning and transforming: How Gong helps Udemy make critical revenue decisions

Hannah Hapin — Wed, 21 Jun 2023 15:12:53 +0000

Learning and transforming: How Gong helps Udemy make critical revenue decisions Coaching Deal Execution Strategic Initiatives Enterprise Global Education The challenge Prior to Gong, Udemy was faced with the difficulty of trying to form, understand, and track its strategic initiatives without any formalized system in place. The outcome When Udemy implemented Gong, it instantly helped the team make informed decisions about strategic initiatives, so they could link enablement projects to their business goals. Headquarters San Francisco, CA Founded 2010 employees 5000+ industry Education 44+ million. Per day. That’s the number of learners Udemy serves daily as the world’s largest online learning marketplace. Eric Stoddard, Head of Global Sales and Customer Success Enablement at Udemy, is tasked with driving change through informed decision making, using a programmatic approach. The biggest historical challenge? Understanding whether his team’s strategic initiatives actually drive the business forward and create change, as intended. “Before we had Gong, that was tricky to measure with confidence.” When Udemy implemented Gong, it instantly helped the team make informed decisions about strategic initiatives, so they could link enablement projects to their business goals. Nearly overnight, Eric and his team gained confidence in their initiatives. Most companies have a hard time assessing whether their strategic initiatives are working. Here’s how Udemy figured it out… Move from uncertainty to total clarity No matter the organization, new hires need to get up to speed as quickly as possible. The faster they learn the product, the sales methodology, and best practices, the faster they generate revenue. Before using Gong, Udemy’s new reps learned by listening to live customer conversations while sitting next to a veteran … in a cubicle. Hours (and hours) evaporated without an opportunity to really show them how the best performers talk to customers, and what customers say across a sales cycle, at scale. Back then, Udemy also struggled to understand what was happening during customer conversations. Too often, the “squeaky wheel got the grease.” “We used to focus our resources on whoever screamed the loudest, not necessarily what the data showed.” Gong changed that. It gives Eric the insights he needs to train his new reps efficiently and monitor their selling skills, as well as gain insights into which customers really needed attention. “I don’t know how I used to do my job before Gong,” shared Eric. “Gong brings deep customer understanding, clarity, and insight into my world.” Turn instant visibility into revenue growth with Gong’s AI Today, Eric knows which reps struggle to get up to speed, and which deals are actually a priority. He spends his limited resources on the right reps and the right customers. That’s all thanks to Gong. The platform’s AI allows Eric to dive deeper into understanding what his new hires learn and the value they provide to customers. “If they’re not helping our customers drive change within their businesses, we pivot,” says Eric. Gong captures and harnesses the voice of the customer and gives Udemy insights into trends that happen at an account level. “What separates Gong are the insights I can grab from customer interactions at scale. Our teams can turn those insights into actions that improve pipeline management, drive successful outcomes for our key initiatives, and help us make better revenue decisions.” Gong has the largest data set of customer interactions in the industry. Gong’s AI engine as analyzed over 1 billion customer calls and tens of billions of emails, bringing value to the data by understanding what is really happening within customer interactions and identifying revenue risks and opportunities with unrivaled accuracy and relevance.. Eric particularly loves Smart Trackers which allow customers like him to quickly and easily train Gong’s AI to identify concepts and topics specific to their business. Smart trackers mean Udemy can take immediate action as soon as Gong surfaces trends. Those actions lead to stronger revenue growth. Gong’s “Initiative” board is also a favorite of Eric’s. “If you’re not taking advantage of this board, you’re really missing out.” The Initiative board gives Eric instant visibility into how all his initiatives are being adopted. He can see who participates in an initiative — and who doesn’t — by team. That also means he spots trends over time. All these capabilities enable Eric and his team to assess and adjust their coaching and training strategies… and inevitably, win more often. Tip: Leadership can subscribe to Deal Boards to get a weekly update email, rather than rely upon Eric for their enablement data. They can quickly see how initiatives stack up. Udemy hits a winning streak with Gong Gong has helped Eric’s team — and Udemy in general — make great strides in several aspects of its revenue operation: Deal execution and forecasting: Managing your pipeline is no easy task. Gong gives Udemy insights about each deal by immediately (and automatically) surfacing risks in Deal Boards using proprietary & patented AI models. Managers use those Deal Boards to understand relevant risks so they keep deals on track and have more accurate forecasts each quarter. Sales productivity: Gong has become Udemy’s central repository for new skills training. Eric makes sure his new hires listen to a curated set of calls so they get exposure to different sales-related approaches that work. From there, the new hires can take what they heard from top-performing reps and make it their own. Business alignment: Gong has helped Udemy align its sales, marketing, and enablement motions. “We now operate as one cohesive team,” boasts Eric. In particular, it can be challenging to understand what the competition’s up to and where they show up. Gong data highlights this competitive information for managers when it happens on calls, and also allows sales reps to pressure test competitive messaging. Smart guidance: With Gong, managers can quickly and efficiently coach and provide feedback on many calls … not just the ones they attend live. “We fill out scorecards to track whether a rep is progressing on a particular skill,” said Eric. Gong has been a powerful AI platform to elevate coaching within the organization. A new (and sane) way to operate That’s a pretty exhaustive list, but it’s not the end of changes Gong has brought to Udemy. Sharing lessons learned and asking for feedback; picking up tactics you may not have thought of; leveraging Gong’s call analysis and metrics to improve a skill. There’s a constant (and virtuous!) cycle for all of it now happening at Udemy. Everyone wins. Eric and his managers, reps, the rest of the revenue team, leadership, and Udemy customers. Understandably, Eric could not be happier. “I truly feel those who don’t leverage technology like Gong will be left behind. Gong brings us sanity because we can see the data behind our actions. Gong is confidence. Gong is insight. Gong is the ability to truly understand what’s going on inside customer conversations.” Don’t get left behind. Back to All Stories Have questions or want a custom demo? We’re here to help! Click the button below and we’ll be in touch. Request demo Keep exploring stories like this one How Gong Helped Culture Amp Stay Ahead of Market Trends Small Business Coaching Deal Execution Global Software Plate IQ shrinks ramp-up time from a year to a few weeks Small Business Strategic Initiatives North America Software Shopify Creates a Learning Environment For Their Sales Team Enterprise Coaching Software

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How Gong Helped Quinyx Digitally Transform and Scale Faster

Hannah Hapin — Wed, 01 Mar 2023 18:29:21 +0000

How Gong Helped Quinyx Digitally Transform and Scale Faster Coaching Deal Execution Strategic Initiatives Small Business Europe/Middle East/Africa Software The challenge Quinyx was making decisions without the data to back them up, and managers were spread thin trying to listen in on sales calls so they could get a more accurate picture of their pipeline. As the company scaled rapidly, these issues were scaling with them. The outcome By adopting Gong, Quinyx was given access to all the data they needed to make pivotal decisions supported by facts. They could more easily guide their growing team by coaching calls after the fact, and leaders including the CRO were able to create accurate forecasts the company could rely on. Though they’ve continued to scale at a fast pace, their win rates are up since using Gong, and every team in their 11 offices is on the same page. Learn More Headquarters Stockholm, Sweden Founded 2005 Company Size 400 Industry Technology Getting a global team on one page Workforce management tool Quinyx wanted to scale their teams faster, and get better insight into their deals. But with 11 offices across three continents, it wasn’t easy. With clients like McDonalds, IKEA, and Starbucks, salespeople needed to learn what was and wasn’t working quickly, and leadership wanted to be able to forecast with trusted data. CRO Andreas Sjölund brought Gong onboard to provide that bird’s eye view. “Prior to having Gong we had a really hard time accessing the right data to make decisions,” he says. “We wanted a way to show how we sell successfully and also use the AI to learn what’s really working and what’s not when we sell to our customers and prospects.” Since adopting Gong two years ago, making decisions that move their business forward has never been easier. The power of accurate forecasting Sometimes gathering the data you need in order to create effective and accurate forecasts can feel like a wild goose chase. You shouldn’t have to hunt down where deals are in the pipeline and where they’re likely to end in order to make the best decisions for your business. Using Gong, Sjölund and his team have access to more data than ever before and a better understanding of where deals fall in the pipeline. “I can go in and look at key deals—either read the transcript or look at the videos and really get the tone right from the customer instead of calling around to salespeople to figure out how things are going,” he says. “It’s really helping me as a CRO forecast better, which is better for the whole company.” Having a handle on pipeline means not only understanding what’s going right and what needs to change but also achieving your high-level objectives. “Keeping me up at night is our growth,” says Sjölund. “We’ve been growing year over year 50%, so it’s all about how we can scale, get bigger deals, more deals, faster.” Gong also helped Quinyx successfully implement MEDPICC. Since using Gong, forecasts are trending up, despite challenging market conditions. At a time when most companies are doing what they can to weather the storm, Quinyx increased their deal size (ACV) by an incredible 50% and their win rates by 2%, significantly impacting their bottom line. “We’ve seen great improvements after implementing Gong,” says Sjölund. Let the voice of the customer be heard As a business, understanding the true voice of the customer is one of the most integral parts of sales and marketing. Nothing is more clear than a customer’s feedback in their own words. But who has the time to sit in on sales calls all day, especially when those calls cross three time zones? “What Gong has helped us with is giving me and our sales leaders the opportunity not to have to be in each meeting,” says Sjölund. And this benefit of Gong has been beneficial across Quinyx’s departments, helping not only the Sales team but Product, R+D, and Marketing as well. “It’s a benefit for any department to hear from the customers themselves what they’re looking for,” says Sjölund. For example, the marketing department can take a look at trending words in different markets and use that data to inform their next campaign, and the product team can improve their roadmap. Gong also helps Quinyx’s sales team take the “voice of the customer” literally. “Usually as a salesperson, one of the biggest mistakes is speaking too much,” says Sjölund. “One feature of Gong I’m almost addicted to is the Deal Overview, where you can see how much your team is interacting with the customer and how much they’re interacting with you. It gives you a great overview of where you are in the deal cycle, and you can see if it’s about to close or not.” Having the resources you need to really listen when your customer is speaking—and then being able to share snippets of your learnings to any department that could benefit—is what being customer-centric is all about. Onboarding and acquiring made easy With over 400 employees serving 11,000 customers, there’s a lot to learn when onboarding at Quinyx. Sjölund and his team believe that watching real customer calls is the key to success. “You don’t need to sit in on a lot of sales meetings at the beginning, but learning from hearing what the customer’s saying is the best way to learn,” he says. “So we created different folders in Gong where we keep sales calls we want new employees to look at. It’s really helped to get all the customer meetings in one place and make it really easy for new salespeople being onboarded.” Once onboarded and beginning their own sales calls, Gong also helps with coaching by giving leaders an eye into a salesperson’s process and making it easy to provide feedback. “The way I use Gong is I listen to it every morning, on the way to work or to the gym, so I get a feel for the meetings the previous day,” says Sjölund. “Then I give feedback right in the call, either in notes or with the microphone functionality. It really gives me better insight into the deal, and it also helps with coaching.” Quinyx acquired two other companies in the last year, which required not only a wave of onboarding needs but also an integration of systems and processes. When everything is scattered across multiple platforms, getting on the same page takes longer, slowing down your growth. But using Gong meant that every acquired employee and process was centralized, minimizing overlap and confusion. “Gong has really helped us with our digital transformation,” says Sjölund. “We can see everything in one place, so it’s been a great help for us to transform faster as a company.” Scaling sustainably all comes down to having the right data to help you make informed decisions. “By getting this info I can share it with other parts of the organization that helps with winning the deal faster,” says Sjölund. Revenue intelligence helps teams by getting them better data so they can scale faster—all while giving leaders the control they need to focus on steering the ship. “We now have control over our deals, over our forecasts, and I know we’re selling Quinyx the right way.” “Gong is making me sleep better at night.” Back to All Stories Have questions or want a custom demo? We’re here to help! Click the button below and we’ll be in touch. Request demo Keep exploring stories like this one ServiceTitan Gains Higher Close Rates with Gong for Deals Enterprise Coaching Deal Execution Strategic Initiatives North America Business Services Drift uses Gong’s goldmine of data to increase sales productivity Small Business Coaching Deal Execution Strategic Initiatives North America Software Khoros Keeps Managers and CSMs Accountable to Each Other With Gong Small Business Coaching Strategic Initiatives North America Software

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How Gong got every Pigment Department on the same team

Hannah Hapin — Tue, 28 Feb 2023 20:44:32 +0000

How Gong got every Pigment Department on the same team Coaching Deal Execution Strategic Initiatives Small Business Europe/Middle East/Africa Software The challenge After a period of hypergrowth—7x in one year—Pigment needed a new way to get teams on the same page in order to better communicate the kind of messaging that led to real impact. This meant learning to collect and share information more efficiently, onboarding employees in the most effective way, and leveraging insights to make business decisions that met the customer where they were. The outcome Adopting Gong has meant bringing disparate teams onto one level playing field. Information is easily shared across departments, teams that aren’t customer-facing have a direct line to the customer voice, and the company can make more accurate forecasts and coach their teams to win deals. Watch the video Headquarters Paris, France Founded 2019 Employees 200 Industry Technology We can’t see a future without having Gong anymore. For our company it would be the same as having our CRM in Excel. Alexis Valentin Head of BDR, Pigment Tools that get you closer to the customer Pigment is a business planning platform for Finance, Sales and HR teams that’s rapidly scaled since their inception in 2019. Every team, from Sales, to Marketing, to Product was in need of a way to better communicate relevant messaging in order to make business decisions that were based on real customer feedback. “One of our values at Pigment is ‘go direct and to thrive together,’ and I really see Gong as a way to bring people together and to be more customer-obsessed,” says Pigment’s Head of Business, Julien Lesaicherre. “Gong definitely helped to accelerate this change in the organization.” From onboarding, to forecasting, to communicating across departments, here’s how Gong helped change the way Pigment works for the better. Building a collective memory Creating transparency between teams is one of the keys to maximizing feedback and creating a more seamless customer experience. “In the old days, we would waste a lot of time asking people questions, collecting information, trying to make sense out of the information,” says Lesaicherre. Moving all teams onto one platform made sharing information easy and natural, and each team could get what was needed from a call or a product demo to move forward with their goals. “With one way of doing things, we can move faster to execution,” he says. Creating a collective memory for the entire company to work with doesn’t just improve internal relationships, it makes work more productive and more relevant and keeps everyone aligned with the needs of the customer. “It has really helped us close the gap between our internal teams—we got closer to sales, closer to Customer Success, to our BDRs, to our Account Executives,” says Regina Croda, Head of Product Marketing. And because adoption was swift across the board, transparency increased right away. “I knew that Gong was working well for us when people started tagging me on things they thought I might be interested in listening to without me explicitly asking,” she says. “Everybody across the organization started better understanding what our company’s priorities were.” Alexis Valentin, Pigment’s Head of BDR sums it up nicely: “It gives a chance to non-customer-facing employees to really understand how people use our product and what they expect from such a tool. I think you know a tool works well when you get requests from different teams to access the platform, even if you didn’t think of giving them access in the first place.” Getting a reality check With the voice of the customer now moving freely between teams, Pigment was able to plan with greater accuracy and prioritize the voice of the customer. “We know the reps don’t always have time to capture everything because they should really focus and interact with their customers as much as they can during a call.” said Valentin. Because reps and managers can use Gong to review calls, all the data you could collect is available to anyone who wants to listen in. “We are now capable of capturing market signals that are not possible to capture by humans at scale,” says Valentin. For the marketing team, Gong was an effective tool in helping them pressure-check their messaging. “It really allowed us to have a reality check,” says Croda. “Our ambitions are really large but we also need to meet buyers where they are. You have to move fast to be able to bring that signal that you’re hearing directly from your customer base, and utilize that to advance faster in business and product goals.” From supporting marketing efforts to influencing the product roadmap, Gong provided a single source of truth that always keeps the customer at the center and business decisions grounded in reality. Onboarding many teams onto one page In the last year, Pigment experienced multi-fold revenue growth, and with that kind of growth comes the need for change. “One of them was the challenge that comes with bringing the best people in and making sure they’re onboarded in the right way,” says Lesaicherre. “Gong is actually a fantastic solution for that as you can learn about your own mistakes and wins, but you can also learn from all the people around,” he says. “Each time they have a meeting it’s like you’re sitting next to them, even if you’re not actually in the meeting, which is an increased value, especially for new joiners.” Pigment uses Gong to create a directory of the best calls and demos so new hires from any department can access real-life relevant examples, make comments, and get answers to their questions in a self-serve way. The method has proven invaluable to Pigment’s onboarding process. “Metric-wise, I can see a direct correlation in terms of Gong usage and adoption,” says Valentin. “That is, a correlation between people who watch Gong videos in the first 90 days and their performance as a new joiner—it’s incredible. They are just learning faster than the others and can deliver above expectations.” When a tool exists to serve many teams, it not only brings departments together, it clarifies purpose, goals, and future plans. “Gong is clearly the crossroads of many teams,” says Lesaicherre. “At the end of the day, it’s all about the customer, it’s all about the product, it’s all about how we can help them to fix those issues.” “It’s not the sales topic. It’s a company topic.” Back to All Stories Have questions or want a custom demo? We’re here to help! Click the button below and we’ll be in touch. Request demo Keep exploring stories like this one Khoros Keeps Managers and CSMs Accountable to Each Other With Gong Small Business Coaching Strategic Initiatives North America Software Plate IQ shrinks ramp-up time from a year to a few weeks Small Business Strategic Initiatives North America Software How Gong Helps Babbel’s Multilingual Sales Team Achieve Their Goals Small Business Coaching Deal Execution Global Software

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Hear.com improves high volume sales call effectiveness with Gong

Hannah Hapin — Sat, 25 Feb 2023 08:06:31 +0000

Hear.com improves high volume sales call effectiveness with Gong Coaching Deal Execution Strategic Initiatives Enterprise Global Hospitals & Physicians Clinics The challenge As Hear.com was growing quickly, they wanted to have a greater understanding about what their sales team was really talking about and the ability to analyze their customer interactions. The outcome With Gong, Hear.com has improved their coaching and has “gotten smarter” about how they approach their sales calls. Download PDF Learn More Headquarters Coral Gables, FL Founded 2012 Employees 1,200 Website www.hear.com Industry Medical Technology Hear.com is the fastest-growing hearing care company globally. They are driven by their belief that every person should hear well to live well. But aside from hearing, Hear.com wanted to improve their sales team’s listening. With Gong, their sales leadership is able to better listen and analyze their team’s calls to look for ways to improve coaching and the way the team approaches the market. Veit Albert, the VP of Sales at Hear.com says, “If you want to get smarter about what your sales reps are saying on the phone — how you want to improve — you need Gong to get these insights.” Back to All Stories Have questions or want a custom demo? We’re here to help! Click the button below and we’ll be in touch. Request demo Keep exploring stories like this one How Gong helped Docebo become an efficient revenue team Enterprise Coaching Deal Execution Strategic Initiatives North America Software ServiceTitan Gains Higher Close Rates with Gong for Deals Enterprise Coaching Deal Execution Strategic Initiatives North America Business Services How Tray.io’s RevOps team uses Gong to win business Enterprise Deal Execution Strategic Initiatives North America Software

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Unlocking reality: Cognism improves org-wide visibility using Gong

Hannah Hapin — Sat, 25 Feb 2023 07:55:53 +0000

Unlocking reality: Cognism improves org-wide visibility using Gong Coaching Deal Execution Strategic Initiatives Small Business Europe/Middle East/Africa Software The challenge Without visibility into customer conversations, Cognism missed out on valuable insights that could improve onboarding, coaching, up-skilling, and close rates. The outcome Gong’s platform gave the company the data it needed to improve everything from its product and messaging to close rates and customer success. Having access to calls — the most important part of any deal — improved Cognism’s processes across departments. Download PDF Headquarters London, UK Founded 2015 Company Size 201-500 Industry Computer Software I think that with remote work, platforms like Gong are really, really important for sharing, collaborating, and getting visibility into discussions. Jonathon Ilett Global Head of Sales at Cognism Keep your eyes on the prize (and ground) Visibility is becoming increasingly important to people like Jonathon Ilett and his team at Cognism. The fast-growing company, headquartered in London, UK, specialises in global sales intelligence, helping customers identify and surface new prospects. It was named one of LinkedIn’s top startups of 2021. Having eyes on the ground (i.e., the frontlines) across his own distributed workforce has been key to improving his team’s sales techniques and broadening everyone’s knowledge base across the customer journey. Jonathon needed to ensure that his reps followed approved processes and that every opportunity he had for coaching would, in fact, improve their close rates. Launch a transformational tool “Gong initially started as a sales technology for us,” says Jonathon, “and now it’s an organisational technology that has an impact on multiple departments.” Throughout the pandemic, technologies that enabled collaboration replaced face-to-face interactions. Once the team saw how well Gong integrated throughout Cognism’s entire organisation, it found a permanent place in the company’s sales processes. According to Jonathon, “It’s changed our messaging, improved products, and helped with customer success. Even if things go back to normal and field sales become standard again, I really think that software like Gong will play a massive role in the future of sales.” Discover reality-based insights for coaching, onboarding, and rolling out strategic initiatives So, how does Cognism use Gong to improve performance of its distributed team? Namely, it improves coaching for reps. That’s only possible because Jonathon has reality-based (not opinion-based) insights from what’s happening on reps’ calls. Gong captures actual customer interactions and analyzes them to provide insights, rather than relying on hearsay from the reps themselves. He has the team do a weekly core review in which they select a call from a rep and offer up positive feedback as well as notes for improvement. Obviously, the benefit is that the top reps can suggest best practices. The role Gong plays in this process is in selecting the right calls for review — ones that include a topic with which a rep (or multiple reps) struggle. Gong acts as a filtering system that makes the most important calls and issues visible. That might mean selecting a call that highlights objection handling, or one that focuses on pricing discussions. For Jonathon’s part, he can also track high-priority calls to improve how he coaches on them. If he’s focused on improving win rates in competitive deals, for example, he can track relevant calls using Gong’s alert notifications, learn what works (and what doesn’t), and coach his reps accordingly. He can also sift through closed deals where a competitor was mentioned in the deal cycle, to look for trends in those calls and their talk tracks. He takes specific lessons from these deals and turns them into actionable coaching opportunities for his reps. “You can really find and dissect calls that you might otherwise lose. And you have such limited time with the team, so making sure you select the right calls, ones that will up-skill your team, is huge. Gong plays a really, really key part in that.” Just like coaching, onboarding and ongoing training on strategic initiatives can make or break a sales rep’s effectiveness. You need to know that your onboarding or new message training worked, so you can trust reps to deliver your story and messaging appropriately. “We want to make sure that what we preach to the reps lands in terms of training, narratives around battle cards, product positioning, and the product itself. We need to know they have the correct demo flow,” says Jonathon. Gong gives Cognism the clarity it needs to make sure reps follow the proper processes and use the right messaging. Being able to filter calls, find coachable moments, and act on them using Gong data makes onboarding and subsequent training on new initiatives fast and easy. Product marketing and sales enablement can also easily access insights into what’s being adopted, what lands well in the market, and what doesn’t work for customers and prospects. It’s an across-the-board solution that aligns your sales and go-to-market teams and gives them new information on a regular basis. Improve deal execution with automated intelligence “Gong’s now integral to a lot of the processes we have in place for sales,” says Jonathon. The sales team at Cognism quickly realised that leveraging Gong to get data-backed insights and actionable next steps from sales calls made it easier to understand why some deals closed and others didn’t. Today, that means Jonathon can coach on deals that are at risk and stop others from going sideways in the first place. It makes deal execution easier across his entire pipeline. Jonathon isn’t alone when he laments the fact that, “Prior to having a solution like Gong, we relied on data inputted by reps and customer success managers to determine the fate of opportunities and potential renewal. Having a platform that lets us dig into calls right away or at a later date, means we can act quickly when it’s needed or reflect on an issue over the long term. It means I have better and more relevant discussions with my reps. That was the first reason we decided to adopt Revenue Intelligence.” Align your teams around customer interactions Gong hasn’t just helped Cognism’s sales team, it’s boosted the entire organisation. As Jonathon puts it, “The juicy stuff is in the conversations. Marketing and customer success now have access to all our sales calls, and we can easily share snippets from important calls. They can really see what resonates with our prospects, where their challenges are, and what the market’s asking for.” That ability to discern the true voice of the customer improves the customer journey, and that boosts customer loyalty and revenue. Jonathon’s experience reflects that of so many sales leaders: “Before, there was no real visibility into conversations that had taken place. Why did someone actually purchase from us? What problems did they really want to address? Now that the customer success team is on Gong, we know that when we sign a client, we’ve got a catalog of all the conversations that took place with their sales rep. CS doesn’t have to ask the customer to repeat their entire story, because the person assigned to that account already knows the backstory. The buyer experience has been a lot better since we adopted Gong.” Next steps (They’re big.) With Gong now providing reality-based insights, time-saving automation, and a renewed sense of alignment, the sky’s the limit for Cognism. Cognism’s teams are refining their messaging, planning further product developments, improving customer experiences, and more, all with the help of insights from its sales team’s customer interactions. Rapid growth is in full swing at Cognism. The Gong team couldn’t be more excited to smooth the path ahead to keep their teams and customers connected. Learn more about Gong here. Back to All Stories Have questions or want a custom demo? We’re here to help! Click the button below and we’ll be in touch. Request demo Keep exploring stories like this one How Gong Helped Culture Amp Stay Ahead of Market Trends Small Business Coaching Deal Execution Global Software Hear.com improves high volume sales call effectiveness with Gong Enterprise Coaching Deal Execution Strategic Initiatives Global Hospitals & Physicians Clinics All Paths Lead to Retention: How Gong “Forever Changed” Sendoso’s Customer Experience Team Small Business Deal Execution Strategic Initiatives North America Software

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TouchBistro gains next level sales insights with Gong for deals

Hannah Hapin — Sat, 25 Feb 2023 07:44:08 +0000

TouchBistro gains next level sales insights with Gong for deals Coaching Deal Execution Strategic Initiatives Small Business North America Software The challenge TouchBistro wanted a solution that could help them coach and provide great feedback to enable reps to be better. They were also searching for an AI-driven solution that would help surface trends and other elements in calls. The outcome By using Gong to enhance their sales processes, TouchBistro gained a dramatic lift in their lead-to-opportunity conversion rate and improved their attainment rate for reps. Watch video Headquarters Toronto, ON Founded 2010 Employees 500+ Industry Restaurant Software TouchBistro is an iPad POS and integrated payments solution built for restaurant people, by restaurant people – with every feature designed to meet the unique needs and fast pace of the foodservice industry. Used in more than 100 countries, TouchBistro has powered over 25,000 restaurants worldwide. They were experiencing a “black box of selling” in which they didn’t have any clarity around their sales process — what was working or not, or what they could focus on to optimize messaging. Paul Snelson, TouchBistro’s VP of Sales, wanted to turn things around, and ultimately selected Gong for a “coaching-first approach.” After making the most out of several of Gong’s features, such as trackers, topics, and libraries, what really provided Paul with “next level insights for sales and sales managers” is Gong’s Deal Intelligence. “Deal Intelligence has been completely game-changing for us to be able to get the view of pipeline and activities,” he shares, and is proud to state that TouchBistro has seen “a dramatic lift in our lead to opportunity conversion rate” and “consistent improvement in our attainment rate for all the reps.” Back to All Stories Have questions or want a custom demo? We’re here to help! Click the button below and we’ll be in touch. Request demo Keep exploring stories like this one Gong for CS? Appen wants it. Loves it. Needs it. Small Business Coaching Deal Execution Asia-Pacific North America Business Services Impact Cultivates a Sales Culture of Collaboration and Improvement Small Business Coaching Global Software How monday.com used Gong to align revenue teams around customers Small Business Coaching Deal Execution Strategic Initiatives Global Software

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Sky’s the limit: How corporate traveler uses Gong to refine their customer journey

Hannah Hapin — Sat, 25 Feb 2023 07:32:17 +0000

Sky’s the limit: How corporate traveler uses Gong to refine their customer journey Strategic Initiatives Enterprise Global Hospitality 20% Increase in sales efficiency 2x Amount of calls reviewed The challenge Customers are handed over not once, but twice in Corporate Traveler’s workflow, and a lot of crucial information was previously lost in that process. Moving clients between agents meant that customers often had to repeat their stories, and agents had less time for up-selling or cross-selling. The outcome Implementing Gong has made Corporate Traveler’s customer experience seamless. With visibility into all previously recorded calls, frontline reps can now access relevant customer interactions. That means they can quickly root out and analyze pain points to provide a greatly improved customer experience. It has also fundamentally improved the relationship between Corporate Traveler’s CS team and other areas of the company. Gong has helped to contribute to a 20% increase in sales efficiency. Watch the video Headquarters New York, NY Founded 1993 Company size 201-500 Industry Travel Agencies & Services It’s vital that the customer is heard and not just talked to. We realized that by listening better and providing smooth customer handoffs, we’d be able to increase adoption and retention rates among our customer base. Ben Hobbs VP of Customer Success @ Corporate Traveler Kick off customer success with the customer Corporate Traveler and it’s online booking platform, melon, are 100% focused on customer experiences. From finding great deals to integrating with corporate expense systems, the customer journey is — literally — their focus. Despite that (and a great tech stack on the sales team’s side), the CS team worked mostly in Excel. (Don’t worry, there are great solutions ahead.) Corporate Traveler realized that in order to truly provide a customer experience worth repeating, the team needed a platform that would help them provide five-star service. That’s when they implemented Gong. Perfect your customer onboarding The Corporate Traveler team initially used Gong to improve the customer onboarding process, leveraging it to create a single source of truth, and help CSMs build rapport with customers. At the time, the customer onboarding process was brand new and there was a lack of transparency in the process for other teams and agents. As a result, it was hard to train new hires with messaging that was aligned. “Gong really helped us with this venture by giving us visibility into the team’s performance and potential efficiencies in the process, with an eye to increasing customer satisfaction scores,” says Ben. Another important aspect of retaining customers is providing a single source of truth on the history of their interactions with the company. Selective memory and a lack of key information can contribute to miscommunication — an issue the Gong platform has nearly eliminated. “Gong enables smoother handovers from sales to CS, and gives us the ability to refer back to the sales process so we can validate what was agreed upon by both parties,” says Ben. That enables near-immediate validation, and also allows the customer onboarding team to highlight areas of opportunity where the sales team can tighten their talk tracks. It also means the customer onboarding team can easily refer back to earlier calls so customers don’t waste time repeating themselves. Given the importance of rapport in evolving customer relationships, listening carefully to customers during calls is key. Using Gong means that CSMs don’t have to take notes. They can be more engaged with customers, focusing on listening and learning what’s really important to customers. Create seamless handovers As part of improving the overall customer journey, Corporate Traveler analyzed how its staff complete handovers. Customers experience not one, but two handovers in their journey — the first, from sales to customer onboarding, then another from onboarding to a permanent CSM. Without the right tools in place, multiple transitions meant opportunities for gaps in knowledge and information loss. “Gong’s transcribing, keyword search, and categorization have been essential to creating a smooth handover process, so the customer never has to repeat their story,” says Oli Richardson, Corporate Traveler’s Senior Director of Customer Success. In trying to foster longer-lasting, more harmonious relationships, information must be shared across teams at all points in the process. When leaders and team members are both able to review calls and gauge customer reactions, the team as a whole can better tailor and align their approaches. “Using Gong showed us where there were opportunities to really take customer relationships beyond the initial expectations set by sales and our customer onboarding team,” says Oli. Focus on the voice of the customer Better customer experiences should be driven by the voice of the customer. This means using tools that make listening to that voice easier. “With recorded and transcribed calls, we can search keywords or overall sentiment using Gong ‘trackers’ that we’ve set up. Now that we have Gong, changes to our process are guided by the actual voice of our customer,” says Oli. “Hearing a recording of their feedback — in their own voice — has been so important.” So much can be gleaned from direct conversations with customers. Capturing their ideas and sentiments in one place means being able to problem solve faster and more effectively. “We can now, with ease, get this information into the hands of the right people by tagging relevant comments. That helps us expedite any actions or development that’s required as a result of customer feedback.” Corporate Traveler has also started using call statistics best practices, provided by Gong. In particular, they’re paying attention to talk ratios. That’s the percentage of the call for which a team member (versus a customer) speaks. The best practice recommendation for Corporate Traveler is that agents speak no more than 65% of the time, which reinforces a customer-centric approach. When agents and leaders can see those stats visualized, it’s easier to see that an improvement is needed and adjust accordingly. Enable peer-to-peer learning With everyone working towards the same CS goals, sharing knowledge became a key propellant of growth. “Using talk tracks from our most successful CSMs’ calls and making them available to our whole team, on-demand, was a huge part of improving everyone’s product talk tracks, renewal language, and issue resolution,” says Oli. When CSMs are able to share knowledge with ease, every agent has the information they need to perform as well as the best reps. This kind of instruction isn’t just beneficial between team members, it also connects the CS team to the rest of the business. “Gong allows us to more easily share what we’ve learned with other teams. It removed the previous barriers to access,” says Oli. “This has really improved the relationships between CS and other teams, and allowed us to make our talk tracks even more accurate.” Now that 100% of Corporate Traveler’s CSMs use Gong, the average number of calls they review each month has more than doubled. What’s more, every lesson learned can easily be shared with others to keep the team(s) aligned. Since adopting Gong, instead of working on customer service after implementing a new product or process, the CS team now integrates what they’ve learned about the customer journey earlier on. The CS team has been able to increase the efficiency of the sales team by 20%, thanks in part to the alignment Gong has enabled. Today, Corporate Traveler’s reps do more than provide support — they provide deep value to customers on every journey. Back to All Stories Have questions or want a custom demo? We’re here to help! Click the button below and we’ll be in touch. Request demo Keep exploring stories like this one Sprout Social creates a customer-first culture using Gong Enterprise Coaching Deal Execution Strategic Initiatives Global Software If You Build It, They Will Come: Why Building a Coaching Culture Leads to a Better Sales Team Enterprise Coaching Global Business Services Drift uses Gong’s goldmine of data to increase sales productivity Small Business Coaching Deal Execution Strategic Initiatives North America Software

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Plate IQ shrinks ramp-up time from a year to a few weeks

Hannah Hapin — Sat, 25 Feb 2023 07:21:52 +0000

Plate IQ shrinks ramp-up time from a year to a few weeks Strategic Initiatives Small Business North America Software The challenge Having a complex solution can be a challenge for rep onboarding because they need to be armed with extensive product and industry knowledge. Plate IQ wanted to improve the onboarding process to decrease ramp-up time for new hires in the sales team. The outcome By using Gong, ramp-up time decreased from 6-12 months to just a few weeks. Another unexpected bonus for Plate IQ was that by listening to Gong calls, they were able to uncover that customers wanted a particular feature that wasn’t currently available — which in turn transformed the direction of the product roadmap. Download PDF Headquarters Emeryville, CA Founded 2014 Employees 80+ Industry Restaurant Software Gong reduced the ramp-up time from 6-12 months to a few weeks. Greg Alpatov Director of Sales Plate IQ is restaurant Accounts Payable made easy. Its technology saves customers time and money by managing invoices, vendor payments, and cost reporting. From a year to a few weeks Plate IQ, by its own admission, sells a pretty complex solution. Their powerful technology is not something any account executive could pick up from day one and just comprehend entirely. There’s a lot of product and industry knowledge that needs to be learned and absorbed. In order to fully understand the product and successfully manage a pipeline, Plate IQ salespeople need to appreciate the infrastructure of where its platform lives in the marketplace. This complexity and need for deep product and industry know-how mean longer than average ramp-up time for new salespeople. More often than not, it takes even a very experienced, senior account executive a minimum of 6 months, yet often closer to a year, before they start performing at their optimum level. This six to twelve-month sales rep ramp time was pre-Gong. Everything changed for Plate IQ in the post-Gong world. That’s a game-changer. “I have two reps who are a month on the job (not 6 months, not a year, but a MONTH) and they are already closing mid-market deals … which is insane,” Greg (rightfully) boasted. An exponentially faster call review process The pre-Gong rep process went something like this: STEP ONE: Reps would make notes about competitor mentionsSTEP TWO: Sales managers would manually look at all of the call notesSTEP THREE: In some cases — if the call was recorded — they would listen to the entire call. As Greg shared, the process was “not quite optimal,” but it’s really all they knew. “We could not even fathom a technology like Gong actually existed.” But, it did — and, it does. Enter Gong. “I now have a greater reach. I don’t have to listen to an entire hour-long demo. With Gong, I just listen to the pieces that matter. Or, better yet, I can set up certain triggers for each rep, so I can determine what I need to hear and how they’re handling each call.” But it’s not just the time saved listening to the actual demo, says Greg. Pre-Gong, sales managers would spend a few hours reviewing the call, taking notes, and timestamping everything. Now, the process is 10-20 minutes all in. To recap: Hours and hours of (wasted) time is now 10-20 minutes of specific, relevant time. That’s a heckuva lot of time saved! And in sales, time = money. Not just for sales: Gong also helps product team When Plate IQ originally purchased Gong, it was to help with sales — specifically shorten rep ramp-up time and make them more efficient salespeople. An unforeseen benefit has been other team’s ability to leverage Gong — specifically, the product and engineering teams. Engineers can now quickly and efficiently search in Gong for a particular topic. In the past, they’d have to listen to and transcribe hundreds of calls in hopes they found the information they were looking for. “Thanks to Gong, we have completely pivoted our future product planning approach based on the information that we learned from the platform. We’ve changed our direction because of the rich Gong data we see each and every day.” Case in point: Plate IQ was digging through some Gong data and noticed “expense reporting” — a feature they did not have — was mentioned by buyers “726 times out of 900 calls” (over 80% of the time!). This was not an anomaly. This was not a one-off. This was the real deal. As a result of this rich Gong data, Plate IQ is now building an expense reporting product. “This product is literally going to be the future of our company,” said Greg. A whole lot of winning “Gong is hands down the most valuable piece of technology we’ve ever bought as a company,” says Greg. He continued, “It feels like we are a part of your company — almost like we’re a part of your success — every time Gong wins, it’s almost like we’re winning.” Well, Greg, we plan on doing a lot more winning in the years to come. And, like Plate IQ, we hope our success translates to our customer’s success. Back to All Stories Have questions or want a custom demo? We’re here to help! Click the button below and we’ll be in touch. Request demo Keep exploring stories like this one How Gong Helped Proposify Cut Their Sales Cycle In Half Small Business Coaching Deal Execution Strategic Initiatives North America Software How Gong Helps Babbel’s Multilingual Sales Team Achieve Their Goals Small Business Coaching Deal Execution Global Software How Uberflip uses Gong to create winning outcomes and look to the future Small Business Coaching Deal Execution North America Software

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