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Customer Success Managers

  • 11 Posts
  • 27 Replies

If you lost access to Gong tomorrow, what part of your job would immediately get harder?

What’s the one part of your job that you can’t do without Gong? Share with us in the discussion below!

How do you identify and get ahead of churn risk?

What are your best practices for identifying and getting ahead of churn risk? Share with us in the discussion below!

How do you identify opportunities to grow your accounts?

What are your best practices for growing your accounts? Share with us in the discussion below!

What’s your #1 piece of advice for new Customer Success Managers?

If you could give your younger CSM-self one piece of advice, what would you say? Share with us in the discussion below?

How does Gong make you a better CSM?

Does Gong makes you better at your job? Share how in the discussion below!

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customersuccessdudeCommunity Newbie
Creating Insights Reports based on Event Name

Our Customer Success Team is going to begin offering limited virtual “office hours”. We’re going to be recording these via gong and tracking the conversation topics that arise on the calls. Does anyone know how I can pull a (hopefully) weekly report to track conversation topics or trackers for a specific meeting name and team? (ie all conversation topics discussed in the “Office Hours” event type over the span ofa week, hosted by Rep 1, 2, or 3)

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Molly Kipnis
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Grace ZiemkeCommunity Newbie
How to set up keyword filters for different timeframes within a call?

Hi there, I am looking for an answer on how I can filter for specific keywords within different timeframes during a call. For example: Filtering the word “zip code” within the first 2 minutes of a prospecting call, then filtering the word “experience” within the following 3-5 minutes of the call. Is there a way to do this?

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Neal OddesNew Participant
Is there a way to capture how long someone spoke about a tracker

I have created a tracker and now want to know how much of the total conversation or the total amount of time each CS rep spent discussion this complicated topic. How would you go about setting up that measurement.

452
Sunny Huang
laurathedigitalcsm
laurathedigitalcsmCommunity Newbie
Staying on top of follow ups

Hi all, I’m a Customer Success Manager with a large book of clients and I’m looking for your help! Q2 has been really busy, and I find myself getting delayed with follow ups - lots of topics to cover in long emails, coordination internally to get the questions answered, and coordination with the client stakeholders to move forward on projects. This is how Gong has “helped” me - I’m so happy the majority of calls is recorded, this is a live saver! Assist functionality Action items Gong app for Zoom to take notes during the call that are time stamped for afterwards But I miss something that covers “highlights” to really structure and speed up my work afterwards. How do you stay afloat? How do you understand the “essentials”- like key insights / topics / learnings we covered, or which areas you aligned to move forward on? How do you use Gong to make sure the insights from these calls are logged in other systems, like Gainsight? I’m curious to learn your tips and tricks to speed things up

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Molly Kipnis
Molly KipnisCommunity Manager
If you lost access to Gong tomorrow, what part of your job would immediately get harder?

What’s the one part of your job that you can’t do without Gong? Share with us in the discussion below!

533
S
Molly Kipnis
Molly KipnisCommunity Manager
What’s your #1 piece of advice for new Customer Success Managers?

If you could give your younger CSM-self one piece of advice, what would you say? Share with us in the discussion below?

712
J
Molly Kipnis
Molly KipnisCommunity Manager
How do you identify and get ahead of churn risk?

What are your best practices for identifying and getting ahead of churn risk? Share with us in the discussion below!

802
Nisha Baxi
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Ryan Elizabeth PortnerCommunity Newbie
CSM Rollout KPIs

hello! my CSM enablement manager is looking to offer 2 KPIs for her pilot group of customer success managers. anyone have ones that they thought were super effective?!

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Molly Kipnis
Molly Kipnis
Molly KipnisCommunity Manager
How does Gong make you a better CSM?

Does Gong makes you better at your job? Share how in the discussion below!

721
sblindquist
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Shoshana FeldNew Participant
Customer Success Manager Scorecards

Would love to know how the community is using Gong for the Customer Success department in terms of scorecards and relevant questions to score calls based on

1591
Molly Kipnis
Molly Kipnis
Molly KipnisCommunity Manager
How do you identify opportunities to grow your accounts?

What are your best practices for growing your accounts? Share with us in the discussion below!

330
Molly Kipnis

About this group

Share best practices and learn from fellow Customer Success Managers.

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Nisha Baxi
Sunny Huang
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Caleb
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Molly Kipnis
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laurathedigitalcsm
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sblindquist
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