On today’s episode of Gong on Gong, Gong’s Head of Global Enterprise CS
Keep reading (or if you’re a Gong customer, watch the video walkthrough here) to learn how to quickly understand how your largest renewals, upsells, and risks are tracking.
Fun fact: Nick lived and worked in Prague in the Czech Republic, where he met his now-wife.
“Spare a thought for her as well — she traded the last name Snow for Vealitzek. I think that means she loves me.”
How do you use Gong to prepare yourself and your team for renewals and upsells? Let us know in the comments below!
Having to send his CSMs the dreaded “Hey, what’s the status of X or Y customer?” Slack or email.
The ability to quickly understand how his team's largest renewals and upsells are trending towards the end of the quarter or year.
Click into the Deals tab
Sort by ARR to see the largest outstanding renewals
Open an account and look at the contacts to check that the right stakeholders have been involved
“If there hasn’t been involvement from the VP level or above, that typically means that deals are at risk and potentially may fall into another quarter or fall out of the forecast altogether.”
Read through the activity to understand what’s being discussed, gauge the temperature and tone of those interactions, and listen to the most recent call.
Pro tip: Listen to calls at 1.5 speed (or even faster than that!) to be efficient and effective with your time.
Nick’s do and don’t for risk review meetings:
Don’t make it a status update.
Do a discovery exercise on your own time to catch yourself up on the account so you’re not wasting time getting everyone up to speed.
“Let Gong do its job. Take a few minutes, skim some emails, listen to some calls at 1.5x speed so that you’re efficient and effective (and you can stop pestering your CSMs about the status of your accounts)!”
Tagging in some CS folks that might be interested in applying this workflow!
@Virginia Jamerson @CSmigie @Lisa Rothrauff @Per Made @Brittany Liu @Adam Ballhaussen @Ben Jackson @Gabe Macaluso
Curious how you all use Gong when it’s time for upsells and renewals!
Love this! Thanks for the tag
@Molly Kipnis. My team is often looking for healthy customers to tap on for use cases & acts of advocacy and you often can’t capture all the nuance of where an account’s at via a simple health score metric. Hopping onto Gong and listening to how a recent call with key stakeholders at the customer account went is a great way to get a quick understanding of whether or not a customer might be in a good place to help with an act of advocacy
Oooo that is an excellent use case
@Adam Ballhaussen! Thank you for sharing!