Europe/Middle East/Africa Archives - Gong

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 The Gong GOATs: How Demandbase grew its market presence and hiked win rates Enterprise Coaching Deal Execution North America Software How Gong helped Docebo become an efficient revenue team Enterprise Coaching Deal Execution Strategic Initiatives North America Software How Paycor uses Gong for improved onboarding, coaching, deal strategy, and pipeline forecasting Enterprise Coaching Deal Execution 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 How Gong Forecast helps Crayon create accurate and reliable forecasting Small Business Coaching Deal Execution Strategic Initiatives North America Media & Internet Isos Technology is able to be more present with Gong Small Business Coaching North America Software How Gong Helped Zillow Thrive During a Global Pandemic Enterprise Coaching Strategic Initiatives North America Real Estate

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Hello, new reality: How Gong helps Zappi focus and forecast during an uncertain time

Hannah Hapin — Sat, 25 Feb 2023 08:19:20 +0000

Hello, new reality: How Gong helps Zappi focus and forecast during an uncertain time Deal Execution Small Business Europe/Middle East/Africa Software The challenge With the 2020 global pandemic plunging the economy into uncertainty, Zappi wanted to ensure that they were forecasting accurately and focusing on the right deals. The outcome Gong helped Zappi give their pipeline a haircut where it was “happy ears,” so that they could prioritize the most impactful deals. Watch video Headquarters London, United Kingdom Founded 2013 Employees ~200 Website www.zappi.io Industry Consumer Testing “It’s not like you learn how to plan for a pandemic in business school,” quips Ryan Barry, the Chief Revenue Officer of Zappi, a company that helps organizations run consumer testing through all stages of advertising and innovation development. With the market being turned inside-out due to the Coronavirus, Ryan wanted to understand the health of his pipeline and the potential impact to the business … and he wanted to do it fast, as the quarter was almost over. “I just think so much time is wasted in deal management on just getting up to speed,” Ryan points out, “If we could spend our entire time being all up-to-speed — then we’re spending our entire time moving the needle and coaching our people — which is what we need to be doing as sales leaders.” By using Gong, Ryan was able to give his sales team’s “pipeline a haircut — where it was happy ears” in a much quicker way than if he had exported spreadsheets from his CRM or messaged his sales people individually. By quarter-end, Ryan was satisfied with the clarity that Gong’s Deal Intelligence capabilities were able to provide. “Gong has helped me create context for my organization of what matters to our customers and [has shown] what’s actually happening in the marketplace.” 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 Became Diligent’s MVP by Increasing Close Rates by 7.4% Enterprise Coaching Strategic Initiatives Europe/Middle East/Africa North America Software How Gong Forecast is helping Tackle.io shave 40% off forecasting time Small Business Deal Execution Strategic Initiatives North America Software Hello, new reality: How Jellyvision uses Gong to keep its team enabled and engaged Small Business Coaching 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 the Customer Success Team at Momentive used Gong to shape high-quality customer conversations Enterprise Coaching Strategic Initiatives North America Software Gong for CS? Appen wants it. Loves it. Needs it. Small Business Coaching Deal Execution Asia-Pacific North America Business Services How SoftServe Used Gong to Adapt and Align Their Teams Enterprise Coaching Deal Execution North America Software

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ComplyAdvantage uses Gong to decrease ramp time by 50%

Hannah Hapin — Fri, 24 Feb 2023 20:32:00 +0000

ComplyAdvantage uses Gong to decrease ramp time by 50% Coaching Deal Execution Small Business Europe/Middle East/Africa Software 50% decrease in ramp time 20% increase in Gong usage The challenge ComplyAdvantage needed to ramp new hires more efficiently, while the company scaled at lightning speed. The outcome With Gong, ComplyAdvantage had the data and insights it needed to quickly get AEs and BDRs up to speed, while decreasing their ramp time by 50%. With metrics like that, they’ve seen a 20% growth in Gong’s use across the company in the last year alone. Watch video Headquarters London, United Kingdom FOUNDED 2014 COMPANY SIZE 201-500 INDUSTRY IT Services Being able to unpack the data — to see the science behind each and every interaction — I was sold on Gong. Jonathan “Jonny” Fianu Head of Revenue Operations “Gamechanger mode.” That’s how Jonathan “Jonny” Fianu replied when asked about life since Gong. “Being able to unpack the data — to see the science behind each and every interaction — I was sold on Gong.” Jonny is the Head of Revenue Operations (RevOps) at ComplyAdvantage, which provides anti-money laundering technology. Founded in 2014, ComplyAdvantage is Regulation Technology (RegTech) organization that “uses artificial intelligence, machine learning, and natural language processing to help regulated organizations manage risk obligations and counteract financial crime.” So how does the Head of RevOps at a RegTech organization grow into a raving Gong fan? Gong’s reality-based performance and autonomous insights certainly help. Jonny believes that “Gong has created and defined a category that has now become pivotal in the RevOps solutions stack. It is here to stay.” Since implementing Gong, ComplyAdvantage has: Reduced new rep ramp* time by 50% Increased Gong adoption by 20% across the company — used by 6+ different teams. Successfully launched a new initiative (MEDDICCo sales methodology) and see reps’ use of qualification-specific wording jump from 2% to 17%. Learn why Jonny was instantly sold on Gong, how cross-team collaboration began to form, and what’s next in the Gong-ComplyAdvantage relationship. A note on RevOps Before we dive in, let’s take a minute to discuss RevOps, a relatively new term and role within organizations. As defined by SiriusDecisions, Revenue operations (“RevOps”) is made up of sales operations, marketing operations, and customer success operations teams that work together in accordance with a set of operating principles that align planning, processes, technology, data, and measurement that help organizations maximize revenue and performance. SiriusDecisions recently predicted that B2B organizations that focus on RevOps would be best positioned to thrive in the next 3 to 5 years. We are starting to see this play out with more RevOps leaders implementing Gong to capture activity data from every touchpoint for more accurate forecasting. ComplyAdvantage understands the value of RevOps. They have Jonathan “Jonny” Fianu heading up that team, of course. In his role as Head of RevOps, Jonny supports and works with the full commercial function. “But revenue is not just new business — it’s revenue generation (new customers) AND revenue protection (maintaining existing customers) AND revenue growth (increasing spend of existing customers). RevOps includes a large swath of the organization — BDRs to Sales to Customer Success to Account Management … or as Jonny says, “Lead to Renewal.” “Not just call recording software.” When Jonny first joined ComplyAdvantage in August of 2020, he was tasked with reviewing the technology stack — or “solution stack,” as he calls it. The goal: Keep it as tight as possible while maintaining the required components to ensure the RevOps team would be able to “inform management, leaders, and team members to more effectively reach the goals.” With over 60 sales enablement tools being used by the team, it was no small (t)ask. And so began the “should it stay or should it go” exercise. Luckily for ComplyAdvantage (and Gong), Chip Grossman, Gong’s Manager of Commercial Customer Success, helped Jonny see the complete picture of what Gong could offer. “Honestly,” Jonny shared, “Gong was on the original ‘cut’ list. “We were only using it as a recording tool. Don’t get me wrong, there is certainly power in having calls recorded, but that was just the tip of the iceberg as Chip explained.” Chip proceeded to take Jonny on a “Gong journey,” as he called it. Jonny’s eyes were quickly opened to the fact that Gong wasn’t “just call recording software.” Instead, the solution offered way more. “I began to see Gong as what it truly is: a full deal intelligence solution, an ‘intelligent digital assistant’ that lives alongside you and your team.” “A complete 180” is how Jonny described the end result. “We went from canceling Gong to scaling up with more licenses, expanding from sales to sales + customer success, and product and more.” “Chip’s willingness to take me on the onboarding journey again — to adopt me as a true partner — was a big factor in why I’m all in on Gong.” From recording tool to Revenue Intelligence solution Even from its limited (early) use, “Gong was still considered one of the premier and best tools the sales team had ever encountered,” Jonny shared. Sales reps would often say to Jonny, “I’m not going to go to another Sales job without Gong.” But the team wasn’t using Gong to its full capacity — no coaching, no trackers, just call recording. So with the help of Gong’s Customer Success Manager, Jonny and his team put together an engagement plan. The plan was very methodical, very intentional. The rollout was also very deliberate team by team, starting with Sales, then moving to Customer Success, then Product. This type of introduction of Gong helped better align the entire organization. One of Gong’s core tenants is alignment — ensuring various teams within the organization are in synch, looking at the same data, speaking the same language. We believe organizational alignment creates a sense of connection among the teams by driving reality-based collaboration and communication. As the person in charge of revenue operations, Jonny says his main goal is “to have all revenue-related departments work together efficiently and effectively.” It’s working. Gong quickly became — and still is to this day — the “go-to” solution for ComplyAdvantage. As Jonny boasts, “pretty much every new employee now gets a Gong license.” It’s just par for the course. Adoption of Gong has increased by 20% across the company and is now in use by direct, indirect, Pre-Sales, Customer Success, Account Management, and Product teams. Jonny expects this to increase dramatically in 2022 as Gong is directly provided as standard with all new hires in these key departments. Now THAT is alignment. Inform to Perform: Unlock Reality Jonny is all about data. And reality. His work as the Head of RevOps is guided by the mantra, “Inform to Perform.” He looks at the various data-driven signals to indicate whether or not his team is on the right track. Having true data visibility “from lead to renewal” requires system connectivity, a real understanding of the various processes, and a translation between processes and data. “Gong provides all of this — and more,” says Jonny. “There are certain data points that Gong surfaces that bring reality to the forefront, specifically when it comes to Deal Intelligence: Multi-threaded, competitor mentions, overall activity (visual!) on the deal board, and so on.” The call recordings are a taste of reality for ComplyAdvantage. The team no longer needs to jog their memories to recall conversations or scramble to add notes to their CRM. The call recordings do not lie. Reality. Equally as important, Gong empowers the ComplyAdvantage team to be “free” in their customer interactions because they have the confidence the call is being recorded, and they can go back to parse bits of that conversation. They can be “in the moment” and actually listen (“active listening”) instead of frantically trying to scribble down notes. New to ComplyAdvantage? Here’s Gong. Gong has become an integral part of how work gets done at ComplyAdvantage. Every new employee gets access to Gong. They are paired with one of their colleagues (BD to BD, AE to AE, etc.). Then, they start to listen to calls in the Gong-ComplyAdvantage library — one that is updated every month with key calls spread across its various segments. Specifically, the calls in the library fall into one of 3 categories: The best calls Calls where something was moved efficiently Part of a call that touched on something the team is trying to push for (i.e., qualification area) These calls + peer learning help new employees get up and running quickly. Gong helped ComplyAdvantage reduce new rep ramp* time by 50%. *ramp = product knowledge, confidence & pipeline Now that’s impressive. Coaching made easier with trackers and filters Gong is the ultimate sales coaching platform. Our insights help transform your reps into superstars by replicating what the top salespeople do. When ComplyAdvantage first started using Gong, managers were “consistently immersed in the conversations” reps and customer success members were having with prospects and customers. Side note: The ComplyAdvantage Head of Americas used to listen to a lot of Gong calls while sitting by his pool! And as much as we love hearing that our customers listen to Gong recordings, listening to every call is not a tactic that scales well. You can’t listen to every single call. There is just not enough time in a day. Gong’s AI means you don’t need to listen to every single minute of every single customer interaction. ComplyAdvantage now uses Gong to capture the best-of-the-best calls, as well as some of the more “challenging” ones (ones that didn’t go as planned) and using those as coaching opportunities — for not only new employees but also more seasoned team members. Jonny and team then weave in trackers and filters to better understand the calls management wants to be engaged in from the start. Gong has also been instrumental in tracking new initiatives, specifically the MEDDICC sales methodology for prospect calls. With the implementation of MEDDICCo, ComplyAdvantage sought to “double down” on qualification as that was determined to be a key metric of success. The team added keywords to understand how often the calls include specific terminology that supported this deeper qualification. Thanks to Gong, use of qualification-specific wording increased from 2% to 17% — a “huge jump,” per Jonny. “Gong provided demonstrable data proving that greater visibility and reinforcement could drive positive outcomes and real impact. Gong has been instrumental in helping us understand how well we are doing against the implementation of that strategy.” SIDEBAR ON COMPLIANCE AND SECURITY As we boast on our Security page, Gong “combine[s] enterprise-grade security features with comprehensive audits of our applications, systems, and networks to ensure customer data is protected.” Suffice to say: We take security seriously. Working with a company that works with compliance professionals put the Gong team under extra scrutiny. Per Jonny, “Not only did Gong pass the InfoSec review with flying colors, but it also helped US comply with GDPR. In addition, including the ‘opt-out’ of call recording directly in Zoom-Gong calls was a huge help, something we are not able to do with other technologies in our stack.” What’s Next: Automation and Beyond Even with all of the above already happening in the Gong-ComplyAdvantage partnership, Jonny feels as though they are just scratching the surface. Next on tap is to “start using the platform more to automate how ComplyAdvantage teams work” — using Gong’s trackers to highlight key words and phrases used during a call and then share that out (automatically) with the rest of the teams. This includes bringing Gong insights directly into Slack. Jonny also wants to take advantage of more of the coaching insights Gong helps with. Finally, Jonny is thrilled with the current partnership between Gong and his organization — strong and growing tighter by the day. “We are absolutely delighted to be partners with Gong and can’t wait to learn what Gong has coming next,” says Jonny. Just you wait, Jonny. Just you wait. 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 Forecast is helping Tackle.io shave 40% off forecasting time Small Business Deal Execution Strategic Initiatives North America Software How Gong got every Pigment Department on the same team Small Business Coaching Deal Execution Strategic Initiatives Europe/Middle East/Africa Software The Gong GOATs: How Demandbase grew its market presence and hiked win rates Enterprise Coaching Deal Execution North America Software

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A focused forecast: How Filtered increased its ACV by 62%

Hannah Hapin — Fri, 06 Jan 2023 20:59:48 +0000

A focused forecast: How Filtered increased its ACV by 62% Coaching Deal Execution Strategic Initiatives Europe/Middle East/Africa Software 62% increase in ACV 2 months reduction in sales cycle The challenge As a fast-growing startup, Filtered needed a Revenue Intelligence tool so it could better coach its reps and make the most of its pipeline. The outcome Filtered leveled-up its sales team and increased its flagship product’s ACV by 62% using Gong to focus on its most important accounts. Plus, Filtered used Gong’s data and insights to inform a launch that accounted for 20% of the company’s revenue in its first year. Gong also helped reduce that product’s sales cycle by two months. Watch the video Headquarters London, England Founded 2009 Employees 40+ Industry Digital learning software I’m a massive, raving Gong fan. Vinit Patel Co-founder and COO Those are the words of Vinit Patel, Co-founder and COO of Filtered, a UK-based learning technology and content company whose mission is helping customers filter out irrelevant learning content. Filtered’s solution intelligently refines learning content, delivering it to the right people at the right time, using personalised recommendations to help them build the skills they need. When Vinit heard about Gong in late 2019, he wasn’t actively seeking out a Revenue Intelligence solution, but he loved the content the team produced. “The podcasts were incredible. I was drinking the Gong Kool-Aid well before we became a customer.” Though the content was valuable and interesting, his team was still small, and Vinit didn’t yet feel the need for a revenue solution. But then something changed. As the Co-founder and COO, Vinit was always laser-focused on growing revenue. As 2020 approached, he began exploring more ways to help his individual sales reps accomplish that task. He started thinking about how to make adjustments and tweaks to how the sales team operated: their sales approach and how they helped customers. He wondered, “How do we arm our teams—especially our sales team—with the best skills and insights so they can develop as individuals and excel at their jobs?” If he could do that, he knew the company’s top line would grow. In early 2020, the Filtered sales team spent a lot of time sharpening its sales skills and methodologies. It implemented a more deliberate and structured sales framework, began running more internal demos, started a sales book club, etc. This re-focusing effort went well, but the team needed something more to take it to the next level. Enter, Gong’s Revenue Intelligence platform. This is the story of how Filtered used Gong for three things: coaching, deal execution, and hearing the true voice of its market. The Gong experience: Phase #1 As the months ticked by in early 2020, Gong moved from the back of Vinit’s mind to his frontal cortex. (You know, the part of the brain that helps people set and achieve goals.) “Ding ding!” said Vinit. “It hit me. This software could help us put our sales training into motion. It could even enhance it. It was a true ‘a-ha’ moment for me.” Gong could help increase revenue, support individual reps, and arm the entire sales team with the tools it needed to excel. And so, they tried out Gong. Any initial skepticism from the sales leadership centered around whether customers would be comfortable with having calls recorded. The sales team also had a bit of tech fatigue, and wasn’t terribly keen on adding another new technology to its stack. Vinit managed this by enlisting a few key individuals as early adopters. “If I got buy-in from our Head of Sales, Head of Customer Success, and one of the sales engineers, I knew I could make Gong a reality.” He wasn’t wrong. It worked. Any early doubts were washed away within the first few weeks. The initial roll out gave the team the confidence that Gong did work, and that recording prospects and customers would not affect the quality of the relationships they had or ones they were working to build. As Vinit said, “It turned out that 95% of our prospects and customers had no issue with being recorded.” Phase one was a success. The revenue that was essential to Filtered’s growth was quickly becoming a reality. A collaborative coaching culture Vinit’s team quickly realised that having calls recorded meant they had to be on. At their best. Every time. The team recorded everything and everybody. With that much information coming in, Gong empowered Filtered to see which sales folks were excelling and which ones needed to make improvements. The sales leadership at Filtered used Gong to see how struggling reps responded to coaching. The answer was a resounding, “VERY WELL!” Early on, Gong’s insights confirmed some hunches about where (and which) reps needed support. But the data also surfaced what sales reps did that worked. Without Gong uncovering these helpful gems, they would have remained buried forever. “Our time-to-value with Gong was unreal.” In less than two months, the Filtered team “went from a bunch of hunches and a bit of data, to plenty of data and evidence … and no hunches necessary!” Goodbye opinions. Hello, reality. It helped that the Filtered sales team was very willing to be coached. Everyone readily accepted opportunities to learn from the best. They were all in on “cloning the A-players.” “When our salespeople realised that the star players did certain things consistently, and that Gong data backed up their winning formulas, they jumped all over the chance to grow,” said Vinit. There’s also something to be said for learning from one’s peers, which can be less intimidating than taking orders from managers (even nice ones!). Deal execution: A truth serum for Filtered’s pipeline Sales reps are not known to be conservative when it comes to pipeline forecasting. They are apt to be slightly (or quite) overconfident when it comes to predicting deals that will close. Being able to listen to Gong calls has been incredibly revealing for Filtered sales managers. As Vinit says, “When a rep says, ‘This deal will close this quarter,’ we can listen to the sales calls to really unpack what’s going on.” This, in turn, means deal reviews are more grounded in reality, more fact-based. Gong insights help Filtered sales managers understand what’s really happening inside a deal. Vinit knows that Filtered’s pipeline quality has improved. He can, for example, see whether conversations lack activity. “You’re telling me this deal will close in two weeks’ time, but no one has spoken to this customer in the last three weeks? There’s no way this deal is closing in two weeks.’” Fair call, that. And it’s a necessary insight if you want to get the truth from your pipeline. Additionally, “ACV on the company’s flagship product increased by 62% with the introduction of Gong because we qualified customers who were a better fit.” That means the customers’ needs are more aligned with the product’s offering. They’re the right persona in the right market. As a startup, this type of alignment is essential to healthy growth. Filtered was able to focus its small (but growing) team’s efforts on priority prospects and customers, knowing that the solution was a good fit and that the outcome would create raving fans. (We know how important that is!) As we call it here at Gong, they got “truth serum for their pipeline.” A new product line is born Sometimes the golden nugget of truth you’re missing comes from your own market. Filtered gives everyone in their business access to Gong (not just sales people), including the product and marketing functions. They’ve used Gong data to better understand and respond to customer needs The Filtered product team listens to Gong calls to gather relevant market intelligence. And extracting market insights from Gong calls actually led Filtered to prototype—and eventually launch—a new, industry-first analytics tool. “Gong’s data and insights helped our team fast track our new product with conviction and confidence,” said Vinit. This new product accounted for 20% of Filtered’s revenue in its launch year. And while Vinit admits that this revenue can’t be 100% attributed to Gong, he knows that what the team learned from Gong without a doubt had a positive impact. Without Gong, their new product would have been “tentatively built,” or the team would have made mistakes along the way. That would have cost the company real money in both revenue losses and costs sunk into development. Fortunately, Gong gave them visibility into the leading indicators of success for important initiatives: field adoption and a real-time response from the market. Thanks to Gong, the iteration process ramped up as well. Filtered was able to beta-test with several customers, and the “wow” moments were recorded on Gong, again, giving the team the confidence to push the product to market. Once they had a minimum viable product, the team used Gong for market testing. The results were terrific. Filtered even began making sales before the full launch. (Thanks, Gong insights!) As they rolled the product out to market, Filtered used Gong to qualify potential customers for product fit. Without Gong, Vinit says this phase would have relied heavily on “extensive notes” and “emails from customers,” which is less than ideal. “We could paraphrase what customers were saying,” said Vinit. “We could put their words into slide decks. But nothing—nothing—beats hearing specific feedback directly from the end user. That feedback is unvarnished; it’s not been tainted in any way. It gives us clarity.” BONUS: Filtered shaved an entire two months off its sales cycle (specific to this new product). Gong transformed Filtered’s entire business The Filtered team absolutely loves Gong – especially their COO. “Gong has transformed our business, from the way our people manage deals to the way we listen to and meet the market. Our team could not be happier with Gong,” Vinit shared. When the Filtered/Gong agreement recently came up for renewal, Vinit sent a note out to the sales team, seeking feedback, and asking the sales reps if they had any concerns. The team came back with resounding compliments. It’s rare that an entire team sees the value in a software solution, and leadership was pleasantly surprised. “In fact,” Vinit admitted, “there have been few things we’ve invested in as a small business where we’d happily pay more if we had to. Gong is one of them. (Wait, Gong is recording this, right?)” We can’t wait to see what’s next in the Gong-Filtered partnership. 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 empowers Clearbit to be more proactive around customer needs Small Business Coaching Deal Execution North America Software Hear.com improves high volume sales call effectiveness with Gong Enterprise Coaching Deal Execution Strategic Initiatives Global Hospitals & Physicians Clinics Pendo Implements Methodologies to Improve Win Rates Using Gong Small Business Coaching Strategic Initiatives North America Software

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Research, recommendations, and reality: How Gong helped Mintel increase win rates by 34%

Hannah Hapin — Tue, 13 Dec 2022 20:00:17 +0000

Research, recommendations, and reality: How Gong helped Mintel increase win rates by 34% Coaching Deal Execution Enterprise Europe/Middle East/Africa Business Services 34% Increase in win rate The challenge Mintel wanted to further improve their efficiency. With a large portfolio of more than 6,000 clients worldwide, it was hard to detect patterns in calls, which delayed improvements to customer service processes. Mintel needed a single tool that could provide guidance based on data from feedback in client calls. The outcome Since adopting Gong, Mintel has increased its win rates by 34%. They’ve done that by creating a culture of coaching that enables employees to track their own progress and share client feedback with the colleagues who need to hear it most. Gong easily identifies areas for improvement so teams at Mintel can adopt policies that eliminate gaps in client service. The company’s customer care is smoother than ever, which has improved Mintel’s efficiency and its win rates. Read PDF Headquarters London, UK Founded 1972 Company Size 1000-5000 Industry Advertising and Marketing We’ve seen a dramatic increase in our win rates. They’re up by 34% since we brought Gong on board. Josh Morgan Head of Sales Enablement Surface your data to float above the competition As a global leader in market research, Mintel has over 50 years of experience in understanding what consumers want and why. Not surprisingly, its go-to-market teams love data. It’s how they know they’re on the right track when it comes to customer service. Previously, with over 6,000 global clients, data patterns weren’t always easy to spot in calls. That’s why Mintel’s sales and client success teams wanted a more efficient and effective way to deliver customer care based on feedback. “We bring value to our clients, and we do that by tapping into our tools,” says Patricia Avila, Mintel’s Director of Client Success, Mid-Market CPG and Beauty. Her team brought Gong on board to surface numbers they knew would help them succeed by improving their internal and client-facing processes. Create a coaching culture that works If you want to improve your customer experience, start by looking inward. “We’ve now created a coaching culture, and that’s so important to us,” says Josh Morgan, Head of Sales Enablement. Once they brought Gong onboard, Mintel’s teams saw numerous ways to improve their effectiveness with customers. Because Mintel works with clients across many industries, it often rolls out new initiatives. Getting internal teams up to speed can eat away at valuable time, which results in lost or stalled deals. Being able to review calls using Gong means closing the knowledge gap sooner. That’s especially important for enterprise teams that use peer-to-peer examples. “When new initiatives come out, we use our recorded calls to highlight the best-in-class examples,” says Josh. Being able to easily share top-notch recorded calls also made manager-to-rep coaching more effective, especially for those working remotely. “With Gong, they just tag me and I can see exactly what’s happening. It’s almost like being a fly on the wall of calls,” says Patricia. This has been important for new hires as well as more seasoned reps. Not being able to offer in-person feedback or praise can make onboarding difficult. The right tools have shown Mintel’s reps that even when you’re not sharing physical space, support is available. “When they share things in Gong, they can either send me calls where they used too many filler words, or things they’re proud of,” says Patricia. “I love being able to support my team from afar and really feel like I’m with them. I love watching them grow.” Improve your efficiency, improve your win rate Normalizing a culture of continuous feedback did more than streamline coaching for the Mintel team. It also revealed trends that had held the sales team back. Since bringing Gong on board, offering coaching that’s based on real numbers has helped Mintel reach an impressive 34% increase in their win rate. “Gong helped us see a trend that was happening across Mintel. It turns out we didn’t multi-thread enough,” says Josh. (That means their teams didn’t connect with more than one contact at the buyer’s company.) Once they started multi-threading, as recommended by Gong, their teams sold more, faster. It turned out that four contacts is the magic number for multi-threading at Mintel. Since discovering that pattern, there’s a new multi-threading policy in place that’s gotten impressive results. Mintel also conducts pipeline reviews using Gong’s Deal Boards. That enables sales leaders to quickly scan stats and prioritize which deals need help now, based on how sales calls are going. “With these pipeline reviews, we can quickly pull up stats on how much velocity is in the deal and where the deal stands, rather than trawling through lots of opportunities on Salesforce,” says Josh. It’s a highly efficient way to create coaching plans that work. That kind of focus is also visible in the advice Gong regularly and automatically provides to Mintel’s teams. “If deals lag for 15 days or more, or if they’re not multi-threaded, Gong lets us know. That’s helped speed up the work we do,” says Josh. “Efficiency is a really crucial part of how Gong makes us better.” Use the right tools to align everyone On the client success side, communication remains a top priority. Mintel is particularly interested in being able to go back and confirm important pieces of information that came to light during customer calls. Taking notes during conversations with clients while actively listening is tough, particularly in work-from-home environments. “There are so many times when we drill down into our notebooks, and we’ve missed one second of something fantastic a client said,” says Patricia. “The good news is that we now use Gong on every client call.” Because of that, CSMs and their leaders can review a recording any time after a call and hear exactly what the client said. “Gong allows our team to listen in after the fact so we can provide the proper support based on the conversation.” Because call snippets are easily shareable, Mintel can even send parts of a recorded call with a client to confirm their agreement on any project. “There’s no room for errors or miscommunication, and if there’s any doubt on our end, we can quickly ensure that we’re 100% aligned,” says Patricia. “It’s made the work-from-home environment so much easier.” Always look to your metrics Despite having employees scattered around the globe, improving productivity and customer experiences is straightforward these days. Mintel uses trackable metrics that mean the same thing to everyone involved. “We love numbers. They allow us to see whether we’re hitting our marks,” says Patricia. Because those numbers are available at the rep, manager, and executive level, there’s an equal playing field, as everyone has access to the same data. It helps keep everyone on the same page, particularly when it comes to the reasons for launching internal initiatives. Plus, reps can engage in self-coaching in addition to the coaching they receive from their managers. “Instead of me always saying, ‘You could do this better,’ Gong allows them to see that on their own,” says Patricia. “They can see stats on how patient they are, or whether they’re really listening to their client or leading the conversation too often.” Those clear statistics are invaluable when it comes to improving customer calls. If a rep has a high talk ratio, it’s a clear indicator that they need to listen more. If there’s a pattern of poor talk ratios, managers know that further coaching is needed, and they know exactly which reps need it. As a tool, Gong has influenced the Mintel team across the board. From helping them adopt a coaching culture, to drastically improving their win rates, and enabling a more seamless distributed work experience, Gong provides critical data points. “It’s a tool that makes my life easier; one that keeps my team excited and motivated,” says Patricia. Josh says that future plans for Gong include using key-word trackers to keep an eye on competitor mentions during conversations, as well as building a sales framework within Gong. “We’re really excited about what’s happened, and even more so about what’s to come!” 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 Became Diligent’s MVP by Increasing Close Rates by 7.4% Enterprise Coaching Strategic Initiatives Europe/Middle East/Africa North America Software How Gong Helped Quinyx Digitally Transform and Scale Faster Small Business Coaching Deal Execution Strategic Initiatives Europe/Middle East/Africa Software 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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Addepar leaders increase sales efficiency with Gong

Hannah Hapin — Thu, 08 Dec 2022 19:39:46 +0000

Addepar leaders increase sales efficiency with Gong Coaching Deal Execution Strategic Initiatives Small Business Europe/Middle East/Africa North America Software 60% increase in onboarding and internal transition speed The challenge It’s tough to make the most of sales leaders’ time. Creating relevant action plans was difficult, and desired results required a lot of coaching time to penetrate cross market segments. The outcome Gong delivers insights and provides context for visibility across the board so Addepar’s sales leadership team can make faster, more informed decisions. They no longer have to spend time looking for the right information. Instead, their to-do lists are now strategic, reality-based, action plans. (Plus they now onboard new hires and facilitate internal transitions 60% faster.) Download PDF Headquarters Mountain View, CA Founded 2009 Employees 501+ Industry Enterprise Software & Network Solutions Gong has enabled me to use my time more efficiently. I can look at the data from a recorded call ahead of a meeting and that 30-minute meeting has turned into five-minutes now. Jamin Fochtman Head of Sales Enablement Use your time wisely For Jamin Fochtman, Head of Sales Enablement at the wealth management platform, Addepar, there is a delicate balance between leading onboarding and ongoing education for five teams and nearly 100 people as well as being present for his two young children. He wants to be with them as much as possible during the early years, so every moment he spends at work needs to count; the more productive and efficient, the better. Eliminating mundane tasks increases his productivity and allows him to spend more time helping his teams get better. “My time is really valuable and I have to be able to allocate it where it matters most,” says Jamin. “Turning a 30-minute meeting into a five-minute meeting doesn’t just save time, it makes those five minutes more strategic and effective, and propels my business forward faster.” Listen to the data The more you know about what goes on during your team’s sales calls, the more quickly and easily you can reduce risks inside deals. Gong data provides visibility into sales calls and makes it clear where your time is best spent. “So many of us think that if you make more phone calls and send more emails, that will lead to more closed deals,” says Jamin. “The fact of the matter is that more labor-intensive work isn’t necessarily better work. Thankfully, Gong shows me data about what’s really going on in sales calls so I can be more effective in my job, in turn preparing me to deliver actionable feedback. My teams don’t have to just pick up and dial more when they have the right data.” Jamin and the Addepar team use Gong’s Trackers to piece together what happens in successful calls and replicate those best practices across teams. He gets alerts when reps use the terms associated with successful calls, so he can reinforce those behaviors, as well as alerts for calls that are missing the markers of success. That makes it easier to coach so everyone’s on the same page in their messaging, and it provides visibility into where improvements can be made (for individual reps and across the whole team). Jamin remembers: “Before Gong, there was so much more that we just weren’t paying attention to, down to the granularity of what happens in each stage and each conversation.” Let the insights guide you Part of saving time is letting the insights do some heavy lifting for you. “On Monday you don’t have to comb through your reports and forecasts and think, what do I need to do on this one? What have I not done here? Gong just puts it all in front of you,” says Jamin. “Gong tells our sales leaders every Monday exactly where to focus their time.” That advantage helps you work more productively and changes the whole way you strategize. You’re no longer relying on second-hand information and guesswork, you’re influencing each deal’s outcome using a strategy that’s based in fact and validated with data. Using Gong’s Deal Insights, Addepar learned there was room for improvement with single-threaded opportunities which led to a complete process change for the entire team. Now in every call, reps encourage the prospect to invite another employee from their company to join the next call. “We set up a Tracker and challenged reps: In every single conversation, you have to get a check mark that says you asked ‘Is there anyone else?’ Without that checkbox, you can’t go to the contract stage.” Setting up that automated structure ensured that Addepar truly changed how its deals are done. Stay one step ahead With the extra time Jamin and his team saved by using Gong, they were able to commit to more strategic initiatives. They were able to think about getting ahead of the competition. Using Slack channel integrations, for example, they assigned small groups of people to watch different topics. One group of three, for instance, might be in charge of building a Call Library for interactions that mention a specific competitor. Each group eventually presents its findings to the full team, and recommends the best way to respond as a sales organization. “You’ve now unified that go-to market message and set up a Tracker for it, so you’re being alerted every time people mention the key message a group presented on,” says Jamin. Not only does this create positive feedback for the group that initiated that change, it also garners buy-in from the entire team when they see that the new approach is being used and working. Overall, it ensures that everyone delivers more effective messaging that’s backed by data. “It unifies our message so we’re all saying the same things the same way and winning the deal every time.” Onboard faster, coach smarter Get everyone on the same page starting on day one of your onboarding, and maintain that learning environment with coaching throughout your employees’ time on your team. If you use it to its full capacity, you’ll find that Gong helps tremendously with onboarding — it did at Addepar. Since implementing Gong, Addepar is able to onboard new hires and facilitate internal transitions 60% faster than before. As reps progress in their roles, Addepar uses the Deal Drivers page to gamify the Gong learning experience and encourage progress in difficult areas. With faster, more effective onboarding, the right tools at their fingertips, and data to support their learning, team members also engage in self- and peer-to-peer coaching. This saves time for Addepar’s exec team, and it’s also raised adoption rates and built champions. “Don’t be a hero. You don’t have to build every single Call Library yourself, you don’t have to present every single finding, and you don’t have to teach everyone everything,” says Jamin. “Enable those around you and leverage Gong to do that work for you.” Time-saving insights allows Addepar’s sales leaders’ workloads to be autonomous, productive, and based in reality. “It’s totally changed how we communicate and land deals, for the better.” 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 Egnyte Streamlines Customer Success Management Small Business Deal Execution Strategic Initiatives North America Software Leveraging Revenue Intelligence to Drive Conversions and Build a Growth Mindset Small Business Coaching North America Software 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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A refined pipeline: EdgePetrol boosts their pipe feed by 300% with Gong

Hannah Hapin — Thu, 08 Dec 2022 03:18:10 +0000

A refined pipeline: EdgePetrol boosts their pipe feed by 300% with Gong Coaching Deal Execution Strategic Initiatives Small Business Europe/Middle East/Africa Software 300% increase in pipeline 66% decrease in ramp time The challenge A rapidly growing startup, EdgePetrol wanted to optimise its sales process to ensure that it created predictable revenue and maximised its pipeline. The outcome Using Gong helped EdgePetrol qualify more deals, increase its pipeline by 300%, improve its coaching process, and bring its pricing strategy in line with its value. Watch video Headquarters London, UK Founded 2016 Company Size 30+ Industry Oil and energy software What’s on Mark Truman’s wish list? Filling his sales team’s pipeline with truly qualified leads and knowing when to disqualify a prospect. Mark is the Chief Revenue Officer (CRO) at EdgePetrol, a UK-based software company that specialises in fuel price optimisation. Their pricing software gives petrol station owners real-time, accurate insights to help them maintain or increase volume and fend off aggressive competition by making better pricing decisions. But Mark and his team ran into some roadblocks while trying to meet their pipeline goals. EdgePetrol’s prospect base was so used to the status quo, they didn’t recognize their situation as problematic, or see a need for a solution. With a global pandemic and an off-kilter economy, EdgePetrol needed new ways to build a highly qualified pipeline and communicate its product’s value so it could close big deals. How did the company regain its balance? Gong’s Revenue Intelligence platform helped EdgePetrol create predictable revenue and understand its customers’ needs. In a matter of months, thanks in part to Gong, EdgePetrol hit meaningful milestones: 300% increase in pipeline 66% decrease in employee ramp time (from 18 to 6 months) 10% increase in close rate Shortened sales cycle Larger average deal size Saved at-risk deals Gained insights about the business and the market Retained and grew existing customer accounts More qualified opportunities Meaningful milestones, indeed! This is the story of how it all happened. No pain, no pipeline. As the CRO, Mark spends a lot of time thinking about how to optimise everything sales-oriented to ensure he’s maximising revenue. “When it comes to our pipeline,” says Mark, “qualified opportunities are our best indicator of predictable revenue. And while revenue is important, predictable revenue allows me to get a good night’s rest.” Today, in order to live in the EdgePetrol pipeline, a lead must have a pain point that is easily articulated. “No pain, no pipeline” is Mark’s new mantra. If a lead qualifies, it moves through the entire EdgePetrol sales cycle: Stage 1: Lead is qualifiedStage 2: Demo meeting is bookedStage 3: Demo is completeStage 4: Opportunity is qualified Stage 5: Proposal is sentStage 6: Deal is closed-WON (or lost) That’s why lead qualification is so critical: If Mark and his sales team can ensure that leads are well-qualified and they can book a demo, they can be confident that they will get to a qualified opportunity. The rest is paperwork (in theory). Gong has helped EdgePetrol optimise this process. “Gong saves us lots of time that used to be spent focusing on top-of-the-funnel activities. We’ve increased our pipeline feed by 300% using that time more productively. More deals are qualified, meaning we see the more predictable and repeatable revenue streams we’re striving for. I couldn’t live without Gong now.” Self-coaching reps “We get real value on the sales team from our improved coaching.” As Mark has discovered, coaching based on data is incredibly valuable, and a Gong differentiator. We call it “Gong for Coaching”. Here’s why it matters: Managers know that coaching is important, but they struggle to get good (and consistent) results. Why? They face three barriers: Managers have limited data: It’s tough to recognise patterns if you can’t see every interaction from every rep. Reviews are time intensive: Sitting in on every call is inefficient and impractical. Coaching is inconsistent: A poor plan (or no plan) to keep managers accountable for coaching makes it nearly impossible to drive real change. As EdgePetrol found out in short order, Gong customers never play a guessing game with coaching. The platform gives managers complete visibility into their coaching opportunities. You can quickly spot problem areas using benchmarked data, and close crucial skills gaps based on data-driven recommendations. As Mark put it “When we brought in Gong, I geeked out. From day one, I was all over it. Gong was like a new toy, a new sports car for me. I wanted to know everything about it. Like a new car, I wanted to put my foot down and see what it could do.” His sales reps recognised the value immediately and “loved Gong right out of the gate.” Mark was pleasantly surprised—even shocked—by how quickly and wholeheartedly his sales team adopted Gong. He believes this was due in part to the reps understanding that the company was committed to investing in its salespeople’s development. Mark remembered watching reps put notes into their own calls as they “reviewed the game tape” (AKA, listened to and self-critiqued their previous calls). Reps were self-coaching! Mark was beside himself. “There’s no way we can do this without Gong. I’ve never seen ‘self-coaching reps’ to this degree in my entire career.” Mark shared that, beside the obvious benefits of sales reps honing and perfecting their skills, this self-coaching gave managers and executives more time to help with fine-tuning the sales process instead of working on the “basics” (think: BANT). Time = Money. That time equals money isn’t a new concept. But in the case of EdgePetrol, Mark actually ran the numbers and calculated a value for each sales rep. “If we get a new hire wrong, it sets our team back by about six months. That means a loss of real dollars. Six months with the right salesperson—someone who can self-coach using Gong or incorporate new skills based on evidence around their selling behaviours—means they’re bringing in new deals worth hundreds of thousands in earnings,” Mark shares. Those are real dollars. Not a change in focus or resource-hours saved. But REAL dollars earned. When EdgePetrol hires a new rep, Gong provides them and their manager with “game tape” and best practice recommendations. Managers immediately gain complete visibility into possible coaching opportunities. They can see problem areas and quickly close crucial skills gaps. That means the rep wins more often. And that makes Mark happy. Gong’s insights also made a raving fan of EdgePetrol’s CEO, Gideon Carroll. Gideon is a “rather inquisitive” sort, “obsessed with customers.” When he first saw Gong, Gideon was impressed and “absolutely loved it.” EdgePetrol went from zero visibility into rep behaviours to full transparency. Today, EdgePetrol’s CEO is also taking advantage of the insights that can be gained from the sales team’s calls. As Mark says, “He’ll come to me and say, ‘Just listen to this call.’ We’re all learning about how to best sell the product.” The new (COVID) sales model Pre-COVID and pre-Gong, the EdgePetrol sales team operated exclusively as field reps, conducting outside sales at face-to-face events. As with many sales teams, the global pandemic changed all of that, almost instantly. “Our pipeline and customer access diminished overnight,” Mark said. EdgePetrol was forced to become an inside sales team. “We bought Gong and hired more people. Generally, you have to choose one or the other, but we took a risk and did both—invested in technology and humans.” The bet paid off. According to Mark, this transition would not have gone as smoothly (or possibly even have happened) without the boost from Gong’s insights. During the first few months of inside sales, the team’s conversion rate hovered around 10%. Not great, but understandable. This was a massive shift for everyone. Fast forward a few months, and thanks to the learnings and insights they gained from Gong, the qualified-to-closed-won rate moved north of 30%. Mark attributes this three-fold increase to a few factors: Reps know they have to up their game, because they’re being recorded. Reps know exactly which mistakes they made in previous calls and constantly improve. Reps have learned that if they don’t ask certain questions, the deal will not convert. Mark knows that, “Without Gong, we’re not able to see whether a deal is qualified or not. This intelligence has a huge impact on deals closing.” EdgePetrol used Gong’s insights to encourage reps to up their game. The reps take these lessons and apply them to their next conversation. New reps need to be on script (i.e., using the right messaging) as quickly as possible, but they also need to sound human, and move from active listening to reacting to what the buyer is saying. Thanks to Gong, in an average of just six months, new reps incorporate talk tracks into their conversation naturally. They become unconsciously competent in the EdgePetrol messaging. Proof point: EdgePetrol’s current top rep got on script by listening to Gong calls over and over. And they weren’t just his own calls (self-coaching); he also learned from calls made by other reps on the team. Gong Interaction metrics are next level The EdgePetrol team has really taken advantage of Gong’s many interaction metrics: Talk ratio: The relative amount of time the buyer and the seller each spent speaking Longest monologue: The duration (in minutes) of the longest speech by a team member Longest customer story: The duration (in minutes) of the longest customer-talking segment (including very brief team member interruptions) Interactivity: How often the conversation switched between the team member and the customer (scale of 0-10) Patience: How long the team member waited after the customer stopped talking before taking over Question rate: How many questions the team member asked in one hour of conversation Mark specifically loves the individual reps’ Interaction and Patience data. Gong even tells him whether a stat falls within best practice parameters. “I have one rep who (like me) does not tend to score high on the patience index,” Mark told us. “I’m pleased, however, to see that this salesperson is digging into the Gong data and constantly trying to improve. He knows—and believes in—the data. If he can increase his patience score, his win rates will increase as well.” The early results are promising: This rep has moved from .53 seconds to .62 seconds in the last 90 days. “It’s like Kaizen—continuous improvement!” For Mark, Gong’s “not enough contacts” warning is also brilliant. Thanks to Gong’s blog, Mark knows the importance of multi-threaded conversations. Gong data show that on average, winning deals have at least three people from the buyer’s side involved in meetings across the sales cycle. But that number is just a starting point. Gong’s AI looks at your company, your deals, your calls, your emails, to pull team-specific insights. The Deal Insights screenshot above shows that win rates for another company (not EdgePetrol) were 8.4x higher when the rep engaged with four or more contacts (compared to single-threaded deals). Mark loves digging into this type of individual data to track his reps and hold them accountable. (Some friendly team competition never hurts either!) What’s next for Gong and EdgePetrol? Mark is thrilled with how things have progressed thus far. He shared that he’s most proud of how Gong “completely revamped the team—from field sales to in-house sales.” Mark is adamant that this would not have been possible without Gong’s insights. “I genuinely do not believe we would have been as successful without Gong. It would have taken 18 months to make the switch instead of six. That’s huge. It’s an entire year’s run rate!” As the Gong-EdgePetrol relationship evolves, Mark imagines using Gong as the “source of truth” for all things pipeline. He also envisions more teams within the organisation leveraging Gong’s insights. Customer Success uses Gong to close deals because they think like sales reps, knowing that their activities directly impact renewal rates, and Product Marketing executives listen to Gong calls for messaging, feedback, and typical industry language. Sidenote: Thanks to Gong insights, EdgePetrol realised it was actually UNDERpricing its solution. After looking at Gong data, they saw an opportunity to increase pricing across the board. “We would not have had the confidence that this would work without those insights from Gong.” Real-time insights for the win. Mark is certain that this cross-functional use of Gong will only increase in the future. “We can’t wait to keep growing with Gong.” 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 How Stansberry Research finally got the info it needed (Hint: Gong) Enterprise Coaching Deal Execution Strategic Initiatives North America Media & Internet Shortening the time to success for new sales reps Small Business Coaching North America Media & Internet

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How Gong Became Diligent’s MVP by Increasing Close Rates by 7.4%

Hannah Hapin — Thu, 06 Oct 2022 18:12:22 +0000

How Gong Became Diligent’s MVP by Increasing Close Rates by 7.4% Coaching Strategic Initiatives Enterprise Europe/Middle East/Africa North America Software The challenge Diligent needed a sales enablement solution to help its sales reps with skills development and reinforcement. They needed a tool with which they could glean powerful insights to infuse knowledge in coaching conversations to ultimately reinforce sellers’ skills. The outcome Gong quickly became more than a solution; it turned into a Diligent team member. As a result, Diligent increased its close rates by 7.4% for Gong-influenced calls and reduced the time for reps to hit quota by 3 weeks. Watch the video HEADQUARTERS New York, NY FOUNDED 2001 EMPLOYEES 1000+ INDUSTRY Computer Software Once our CEO got wind of Gong, adoption, and user growth quickly grew doubling in a short six months. Once the reps began using it, there was no turning back. Aisha Wallace-Wyche Vice President, Global Training and Enablement When new Diligent employees go through orientation, they are introduced to Gong. You see, Gong has been a vital member of the Diligent team for over 2 years. And to be clear, when we say “Gong,” we don’t mean a person at Diligent. Nope. We are referring to Gong, the company — you know, Gong, the Revenue Intelligence platform. Gong, the tool that allows you to operate based on reality instead of opinions. That Gong. Gong is embedded into Diligent’s culture. Diligent is “the pioneer in modern governance,” empowering leaders to “turn governance into a competitive advantage through unparalleled insight and highly secure, integrated SaaS applications, helping organizations thrive and endure in today’s complex, global landscape.” This is the story about how Gong made an immediate impact and eventually engrained itself in nearly every team at Diligent — from its sales, marketing, customer success, and product teams. Since implementing Gong, one of the Diligent sales team boasts: A 7.4% increase in close rate on calls that were listened to in Gong A 3-week reduction in time until reps hit quota, which translates into an additional $45k per new rep More on this later, but first… How diligent met gong: love at first sight Let’s take a step back and meet a key player in our “Diligent meets Gong” story. Introducing Aisha Wallace-Wyche. As the Vice President of Global Training and Enablement, Aisha’s job is to ensure Diligent’s commercial teams are armed with the tools to succeed in their role — to meet or exceed their quotas and targets. If Aisha is doing her job correctly, Diligent is continuously growing. “Knowledge is the key — knowledge of how to sell, knowledge of Diligent products. I must ensure sales skills and internal processes are up-to-date for all employees at all times.” Aisha accomplishes her many goals by designing and implementing programs based on understanding market dynamics, customer needs, competitive positioning, and product features/benefits. Oh, and she also owns the sales methodology program and works cross-functionally with product and marketing teams to develop messaging for these channels. And if that weren’t enough, Aisha also oversees Diligent’s sales enablement tech stack. In short, Aisha has a ton of responsibility. She’s busy. Staying focused and organized is critical in her role. It’s also vital she has the best software and solutions available to make her job more manageable. In the Spring of 2018, Aisha began exploring sales enablement solutions that could help her reps with “skills development and reinforcement.” Aisha and the team were “intrigued” by what they saw with Gong, specifically all of the insights that could be gleaned and how they could use that knowledge in coaching conversations to reinforce sellers’ skills. Shortly after the Gong pilot wrapped up, Aisha was all in. It was love at first sight. From the bench to the MVP Neil Barlow, a “natural born coach” in Aisha’s words, was the Diligent employee who kickstarted the Gong-Diligent partnership. Gong quickly took off across Diligent teams. Per Aisha, Neil was leveraging Gong data the way it was intended to be used — the team was seeing its benefit, and most importantly, sharing those insights with other folks within the organization, specifically the CEO. Diligent began diligently rolling out Gong in systematic phases to the rest of its commercial teams. And because each team operates somewhat independently, Aisha had to resell Gong’s benefits and value every time. It was almost as if a new mini-implementation was required for each commercial team. Fortunately, the reselling of Gong was met with little resistance — the word of Gong’s value had spread fast and wide. Fast forward to today, and it’s not just the commercial sales team who are using Gong. Now field sales and product and marketing teams are all leveraging the power of Gong. There has been nearly a 10-fold increase in total licenses since Diligent started with Gong! Product Management: Gong has become a KPI within the product management team. The leaders in that team require their product managers (PMs) to listen to a certain number of Gong calls per month or per quarter. This way, they can hear straight from the prospect or customers. PMs learn how others talk about the product and share the features they feel are the most important. Marketing: The team is encouraged to listen to calls to become educated about the market, competition as well as the products and the solutions Diligent sells. But that’s not all. Gong serves as a considerable part of the onboarding process — not just for new sellers but actually across the entire organization. “There is no better way for a new product manager or a new marketer to get up to speed on what they’re going to be supporting then to go back and listen to the ‘best of the best’ Gong calls.” Aisha believes Diligent has as many, if not more, users outside of the sales organization using Gong… because all teams want to learn! As one C-level employee said, “Diligent employees depend on Gong to do their jobs better.” Coaching: The data speaks for itself Diligent uses Gong daily for coaching its team members. And the coaching is paying dividends. But don’t take it from us. Listen to what some of the Diligent sales reps are saying about Gong. John Rooney, Governance Advisor, Nonprofit Team: “When I don’t have Gong, I am lost.” Andrew Harker, New Sales Manager EMEA: “Gong has made me a better rep.” While those words certainly warm our hearts, data speaks much louder than words from a manager and C-suite point of view. As just mentioned, data informs decisions, AND data can tell a story. And these numbers are powerful. Thanks to Diligent leveraging Gong Revenue Intelligence capabilities, Diligent Entities Sales has realized a 7.4% increase in close rate on calls that were listened to in Gong and a 3-week reduction in reps hitting quota, which translates into an additional $45k per new rep. Those numbers translate to real dollars for Diligent and its employees. Per Aisha, this is not just limited to Sales: “The best part about Gong is that we have integrated it across all of our commercial team’s functions. Gong has become the foundation of our business model for knowledge sharing.” We asked Aisha to share some of her favorite aspects of Gong, and she listed plenty of features! Calls page: individual calls and points of interest with full Gong analysis. Team page: showcasing all team stats, specifically how reps stack up against each other (+ call duration, call talk-ratio) — all helpful for coaching. Scorecards: used with specific teams for strategic conversations. Libraries: helps keep different product lines separated in their folders to share the “best of the best” calls for onboard new team members. Additionally, they use 1-page cheatsheets, which are helpful for non-recorded users to get “fed” Gong reports. “And there is still more for us to dig into,” Aisha shared. “This is what excites me the most. We’ve leveraged so much of Gong already, but can’t wait to keep going… keep learning… keep growing.” Aisha is very systematic when it comes to rolling out Gong to the various teams at Diligent. She follows the “haste makes waste” philosophy. Her goal is to ensure Gong is used company-wide, and this methodical approach works best. It’s working. Aisha says, “When we think record, we think Gong.” The global pandemic has touched every aspect of every company. From a sales perspective, no team has been more impacted than field sales. With travel at a near standstill, gone (for now) are the days of driving or flying to a potential customer’s office to meet in person. Practically overnight, field sales reps have become virtual sellers. Every seller within Diligent is now, essentially, an inside sales rep. But COVID has not stopped the Diligent-Gong partnership. “We’ve just continued seamlessly,” said Aisha. That’s not entirely accurate: At least one thing did change — for the better. Pre-WFH, field sellers were not accustomed to turning on their cameras when engaging with a prospect. Who needs a camera when you are face-to-face?! The move to remote sales changed all of that instantaneously. Diligent instituted a big push across teams to ensure that every rep turned on their cameras. This initiative included scorecards to track and measure everything. Diligent implemented scorecards with its enterprise account management team at the end of May 2020. One of the categories was “presentation.” The idea was to track whether a client director or executive had their camera switched on during the scheduled demo or presentation. “When we initially started using the scorecards and conducted the initial reporting, only 18% of the team were using cameras during their calls. Thanks to Gong’s ability to track “camera on” usage, we saw a near 4x increase in rep camera usage when we revisited the scorecards a short two months later.” Specifically, from late May until mid-July, 2020, the percentage of the team that had their camera switched on during calls jumped from 18% to 73%. “In a pre-Gong world, while we could have required reps to use their cameras, we would not have had a way to track whether or not they were following through.” As it turns out, having your camera on makes a huge difference when it comes to closing deals. According to 2020 Gong data, win rates are 94% higher for deals where sales pros sell with video on. Bonus: If you can get your buyer to turn their video on, the win rates jump by 96%! While encouraging your reps to turn their camera on should be a top priority on your to-do list, Gong is always there to help hold team members accountable. Whether it be ensuring data-backed, revenue-producing actions like turning cameras on or making sure reps are leveraging new sales messaging during prospect calls, Gong is your Sales Enablement partner. Listen to the market; Reach immediately Customer Success and Sales teams are typically on the front lines when it comes to hearing the voice of the customer (and future customer). In an ideal world, this intelligence is relayed to the Product team to enhance the offering, as necessary. Unfortunately, much of this feedback can get lost in disparate spreadsheets, forms, CRMs, or even (ugh!) sticky-notes left on sales desks across the world. With Gong, the Diligent product team no longer has to rely on a mashup of random customer feedback. Now, it’s all about Gong trackers. In early 2020, when so many more organizations transitioned to online/remote work, tech spend went through the roof on video platforms like Zoom and WebEx. Diligent employees started to hear from their customers that they were using an adjacent technology, Microsoft Teams. “We quickly created a ‘Microsoft Teams’ Gong tracker so we could hear how prospects and customers we’re talking about using that technology,” Aisha shared. “Then, our Product Marketers spun up collateral, assets, and talking points for our Commercial team to combat those objections.” Gong allowed Diligent to not only identify the chatter around an adjacent technology but even better, be able to arm reps with reliable battle cards to counter… immediately. No need to guess. No reason to assume. No more anecdotes. Gong trackers served up the data to inform decisions. Gong is part of the Diligent team: “We grow together.” Gong is not a tool limited to a handful of teams. Gong really acts like another employee of Diligent. The entire organization relies on Gong. It has had an impact across the board. Aisha Wallace-Wyche Vice President, Global Training and Enablement Gong is part of the onboarding process. It’s part of the sales and marketing and customer success and product teams. Even the UX designer wants to start to use Gong for user-experience interviews! Aisha gets requests from so many teams and individuals to use Gong. “It’s been fun working with Gong. We feel like we’ve been able to watch Gong grow as we’ve grown.” 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. 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