When we came upon renewal time we discovered that most teams were not using the tool. It had turned into simply a library for management oversight Without utilizing trackers, deal boards, or scorecarding.

I know the value in the full Gong offering, so I have taken point on ensuring we leverage this tool to its fullest.

Utilization is one area being monitored moving forward - we have many reps cancelling the recording to the point where only 15% of sales calls were being captured. This defeats the purpose of the tool.

We also plan to focus on team & manager training in the tool. We need to show them the value provided and how to use it effectively. 

We are expanding to our CS org within the next month or so, and I think one of the things I’d like to implement with our CSM team is Scorecards. Our Strategic team has already been using Gong in a fairly limited capacity, and as we roll out to other teams, I think it’ll be crucial to make Scorecards a part of the CSMs regular 1:1 cadence. This will ensure the managers are using Gong and listening to calls, and will help ensure the ICs use it as well.

I’d be curious to hear from anyone who has rolled out to a CSM team to hear what helped their adoption and usage most!

We will be tracking scorecard usage and implementing Smart Trackers.

We currently use Gong for our sales team. Being able to record there sales pitches and training allows for our manages and enablement teams to provide feedback and open discussions to help them become better sellers. It also allows us to track how involved our managers are in the development process. 

Education, report usage out to managers

We are starting small with a small launch group so keeping an eye on each individual’s usage will be pretty easy, but as we continue to grow and roll out, we will rely on reporting to ensure proper Gong adoption over time.

Starts at the top. For us the biggest impact on getting adoption was having our CRO regularly using the deal boards in his conversations with Frontline managers. Forcing them to answer questions based on warnings seen on the deal boards has had a trickle down effect throughout the sales org. Now the next step is getting them to increase their documented coaching on the platform itself.