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Matt GreenNew Participant
posted in SHARE REVENUE HACKS & TIPS
Building Sales Career Paths for Your Team

With the talent market being as uber-tight as it is (I know of a BDR Manager who recently got poached by a company offering an OTE of $350k  ), this resource we put together on using career pathing as a retention tool might be helpful to all of us folks.I’d be surprised if many of us aren’t doing one or more of these items already, but bringing them together in one comprehensive process is key: Evaluate Your Business Goals Get Aligned With Your Employees Build an Action Plan (use these metrics as a foundation) Recognize Their Progress and Give Feedback Be Ready to Adapt and Adjust (cause shiz is always changing) Hope this resource is at least a little bit helpful as we head into the new year!

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Courtney Tucci
3 years ago
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Andrea CantrellCommunity Manager
published in GONG EDUCATION & TRAINING
Three Key Takeaways on Planning Your Gong Rollout

It’s every program manager’s dream, right? A flawless configuration and a revenue organization that’s buzzing with excitement before launch. You’re putting in the hard work of coordinating efforts and standing up your instance. -But whether you’re a team of 5 or 500, change management is a mission critical (and often the least predictable) piece of the puzzle. So how do you ensure that your Gong users not only adopt, but reap the full benefits of the platform? Check out these three tips for planning a seamless and effective Gong rollout: Tip 1: Create an internal communication plan (early!)How will you inform your organization and get users excited about using Gong? You’ve just started the implementation process and go-live seems light years away, but establishing a comms plan early will give you time to gather resources and pivot if necessary. Answer these key questions:What’s in it for your team? Why should they want to use Gong? Make sure you’re informed about the value Gong offers.

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A
3 years ago
Nisha Baxi
Nisha BaxiCommunity Manager
published in RAVING FAN STORIES
EDGEPETROL BOOSTS ITS PIPELINE FEED BY 300% WITH GONG

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 u

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Nisha Baxi
3 years ago
Nisha Baxi
Nisha BaxiCommunity Manager
published in RAVING FAN STORIES
SIMPRO EMPOWERS HYBRID SALES AND ACCOUNTABILITY IN A GLOBAL WORKFORCE

Technology is transforming how people monitor and improve their performance. Sports superstars like LeBron James analyse game footage to adapt their playing style and learn from their mistakes. Legendary sports teams like New Zealand’s All Blacks rugby squad bring tape into the locker room to prepare for championship games. The old adage is true: seeing is believing. This approach has trickled down to the business world, and I now review video conference footage with members of my sales teams, who switched from in-person to remote sales meetings during the COVID-19 pandemic. I’m the Chief Revenue Officer at simPRO Group. Our cloud-based platform is a single-stop service, project, and maintenance management solution used by more than 6,000+ trade and construction companies in field and office environments. Our customers include electrical, plumbing, HVAC, security, and fire protection service providers in the US, the UK & Ireland, Australia, and here in New Zealand. THE CHALLENGEWit

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Nisha Baxi
3 years ago
Nisha Baxi
Nisha BaxiCommunity Manager
published in RAVING FAN STORIES
VISIBILITY, INSIGHTS, AND OUTCOMES: THE SECRET SAUCE AT KUSTOMER

In a sales cycle, the magic moment occurs when the customer becomes more interested in a company than the company is interested in the customer. If you can’t identify that point and replicate it, you can’t scale effectively. Kustomer didn’t want to miss out on those opportunities. Kustomer is a customer service CRM platform that helps our clients effortlessly manage high support volume. We operate as a true SaaS model in that we want our customers to have a single hand to shake (or a throat to choke) both pre-and post-sale. This model allows us to make smart business decisions in terms of customer acquisition, and better fulfill our promise to ensure they get the full value of the product. I joined the company as VP of Sales just a few months after our market launch, but within 90 days the CEO asked me to take on the Customer Experience team. It was supposed to be temporary, but four years into the journey, I’m the SVP, Global Sales and Customer Experience. The entire revenue funnel fr

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Nisha Baxi
3 years ago
Nisha Baxi
Nisha BaxiCommunity Manager
published in RAVING FAN STORIES
IMPACT CULTIVATES A SALES CULTURE OF COLLABORATION AND IMPROVEMENT

Impact transforms the way enterprises manage and optimize all types of partnerships. Their Partnership Cloud is an integrated end-to-end solution for managing an enterprise’s partnerships across the entire partner life cycle to activate rapid growth. They were in search for a solution that could provide more clarity around what reps were saying in their calls, so they could provide a better onboarding experience for new salespeople to help them ramp faster, and to also improve the company’s overall coaching processes. Since getting Gong, they’ve improved coaching through feedback and call libraries, informed coaching priorities with Gong data and analytics, and gained clarity on customer needs and personal areas of improvement. THE CHALLENGEImpact wanted more transparency around how its reps conducted phone calls. It also wanted to boost its onboarding process to ramp new employees faster and improve ongoing call coaching. THE SOLUTION Comments, Tagging, and a Call Library for better p

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Nisha Baxi
3 years ago
Nisha Baxi
Nisha BaxiCommunity Manager
published in RAVING FAN STORIES
ALL PATHS LEAD TO RETENTION: HOW GONG “FOREVER CHANGED” SENDOSO’S CS TEAM

”Everyone impacts retention”That’s Alli Tiscornia speaking. She’s the Chief Customer Officer at Sendoso, the world’s first Sending Platform (SP). Sendoso helps companies stand out by giving them new ways to engage with customers throughout the buyer’s journey. By integrating digital and physical sending strategies, Sendoso customers increase the effectiveness of their existing go-to-market programs and improve their relationships with customers. Alli leads a Customer Experience team of 50 and is a strong advocate for the “everyone impacts retention” mantra. She believes her team’s success is dependent on happy, satisfied customers. However, no company in the history of companies has ever had 100% happy-all-the-time customers. All organizations experience churn. Learning why customers leave or choose not to renew inevitably becomes a guessing game — an educated guess at best. Was there a gap in the sales-to-customer success transition?Did the champion move to a new company?Was it one bi

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Nisha Baxi
3 years ago
Nisha Baxi
Nisha BaxiCommunity Manager
published in RAVING FAN STORIES
HOW WORKATO USED GONG INSIGHTS TO PIVOT DURING COVID-19 AND HIT 102% OF PLAN

Workato is the single platform to integrate anything and automate everything. It is an Enterprise Automation platform that enables both business and IT to drive business outcomes by listening to and taking actions on business events. As a company in hypergrowth, Workato knew it was time to stop relying on anecdotal data. And, as Bhaskar Roy, Head of Growth and Marketing at ​Workato​, wisely stated, “You can’t make practical changes based on anecdotal data.” Before Gong, the truth always lived somewhere between “one sales rep said this; another said that.” It became a real challenge to effectively — and accurately — track demand generation and see the full funnel. This uncertainty didn’t sit well with Bhaskar, whose marketing team is driven by the number of opportunities it generates. Note: While all Marketing and Sales teams — in theory — work hand-in-hand, Bhaskar believes the two teams at Workato are uniquely aligned because a core marketing metric, the data point everyone on his tea

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Nisha Baxi
3 years ago
Nisha Baxi
Nisha BaxiCommunity Manager
published in RAVING FAN STORIES
GONG LETS GENESYS SALES MANAGERS “RIDE SHOTGUN” ON ANY DEAL

If customer referrals are gold, unsolicited customer referrals are platinum. When Chief Revenue Officer at Inflow Communications, a Gong customer and Genesys partner, said, “Because of Gong, we are moving significantly more business,” that’s all Alex Ball, VP of Mid-Market & Velocity Sales at Genesys needed to hear. He was “all in,” ready to learn more.Alex immediately started internal discussions at Genesys about Gong.“When a partner goes out of its way to share how much they love a product in its tech stack,” said Alex, “that speaks volumes.”Once Genesys purchased Gong, they began understanding what Inflow meant about “moving significantly more business.” In the first year of implementing Gong, Genesys achieved the following:A 50% increase in win rate for Gong-influenced calls A 38% reduction in opportunity time to closeTHE CHALLENGEGenesys wanted to reduce the amount of time sales managers spent on each account’s prep work. It also needed  more efficient onboarding to make reps

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Nisha Baxi
3 years ago
Nisha Baxi
Nisha BaxiCommunity Manager
published in RAVING FAN STORIES
SURVEYMONKEY TAKES CUSTOMER-SUCCESS COACHING TO THE NEXT LEVEL

SurveyMonkey: Where the Curious Come to Grow SurveyMonkey is the world’s leading survey software, and as a company, it is a place “where the curious come to grow.”Jeffrey Coleman, SurveyMonkey’s VP of Customer Success, is well-aligned to this philosophy. “We’re always trying to figure out what it is we can learn from a situation,” he shares. “How do we take what we’re learning, adapt that, and really put that into our growth mindset?” For SurveyMonkey, bringing in Gong was an opportunity for their team to start to listen and learn about what was really going on in interactions with customers. Gong Helps SurveyMonkey Elevate the Quality of Customer Conversations Since deploying Gong, SurveyMonkey has seen an improvement in CSMs who were being coached, but also by the managers who are doing the coaching. Using scorecards, having visibility into the lifecycle of an account, a greater understanding of churn indicators, and better cross-functional collaboration has helped the CS team thrive

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Nisha Baxi
3 years ago
Nisha Baxi
Nisha BaxiCommunity Manager
published in RAVING FAN STORIES
GONG BECAME DILIGENT’S MVP BY INCREASING CLOSE RATES BY 7.4%

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

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Nisha Baxi
3 years ago
Mimi Dang
Mimi DangFrequent flyer
published in HOW GONG USES GONG
How Gong Uses Gong: Using Gong to Source and Create Content

Ever wonder how the Gong Marketing Team creates such incredibly relevant, persona appealing, and actionable content? From inspiration to content generation, Content Marketing Manager, @nehal.tenany shares her workflow on how she creates attention grabbing, easily digestible, helpful and relevant content. Gong Superpower"My superpower that Gong provides me with is the ability to eavesdrop into sales calls for inspiration and content generation." Content Marketing’s Biggest Challenge"One of the biggest challenges that we have is the ability to deeply understand the buyer" The Workflow on Finding the Right Calls to Help Build the Right Content" Here how I find and listen to Gong calls around customer pain points and challenges" Once the Right Call is Found, Nehal Listens to the Call to Gain a Deeper Understanding of the Customer Challenge"I try to fully understand the challenges of this persona" Once All the Informations is Gathered From These Calls, Nehal Gets to Work on Her Social Post"

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Mimi Dang
3 years ago
Mimi Dang
Mimi DangFrequent flyer
published in HOW GONG USES GONG
How Gong Uses Gong: Using Gong to Supercharge Your Prospecting Emails

Former Rockstar SDR now CSM @Alyssa Sanchez  shares her workflow on how she gains inspiration and scales her time on crafting highly effective prospecting emails, which she attributes a large part of her success as an SDRAlyssa’s Superpower" Here is how I supercharge my prospecting emails using Gong"Why it’s so important" In my time as an SDR, I've found that having both great cold calling skills and email outreach skills is crucial to being an over-attaining SDR"A big challenge SDR’s face" The toughest thing about prospecting is sending the right message at the right time"Alyssa starts her workflow in slack" I like to see which meetings top performers have recently set"Then accesses Gong via link in slack" This link will allow you to go straight to where in the account the meeting was booked"How Alyssa identifies a top performers email strategy" Here I can really drill down to see what were these personalized touches across all different stakeholders"Here Alyssa turns insight into act

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Mimi Dang
3 years ago
Mimi Dang
Mimi DangFrequent flyer
published in HOW GONG USES GONG
How Gong Uses Gong: Using Gong to Create a Cohesive Training Experience

@Mark Banuelos Customer Training Specialist shares the FOUR areas of his job in which Gong has a significant impact. This video gives you an understanding of the primary challenge all customer education teams face, how @Mark Banuelos has uniquely solved those with Gong…and how deeply embedded and critical Customer Education is to the entire post-sales journey of our prospects / customers. In Mark’s own words - “I’m going to share with you an end-to-end workflow that my teammates on the training team use that makes us feel like we have a superpower” What is Customer Education?What is their biggest challenge?"One of the biggest challenges we face is how do we create a uniqued and customized learning experience for our customers that is both scaleable and efficient"#1 Finding the data - Mark walks through how he quickly gathers all the information he needs, specifically customer priorities"We work with many teams ranging from sales, professional services and Customer Success. Everything f

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Mimi Dang
3 years ago
Mimi Dang
Mimi DangFrequent flyer
published in HOW GONG USES GONG
How Gong Uses Gong: Using Gong to Get Ahead of Risky Conversations

Commercial CSM @Abigail Salvador  shares how she uses Gong to prepare herself for upcoming customer negotiations. This is a workflow that everyone who does negotiation calls can learn from. Watch how @Abigail Salvador  prepares herself with the best talk tracks to take control of her book, ensure her negotiation calls are value driven and drives velocity in her renewals. Abby’s Superpower"My superpower is my ability to get ahead of risky conversations by tapping into how successful CSM handle negotiations"Why It’s Important" Maintaining control and centering the customer conversation will drive better renewal velocity"Abby’s Workflow"First, identify the call by searching by call titles where negotiation likely happens"Finding the Right Type of Risk"Then I lean into the specific type of risk to help you identify which calls to listen to. In this case I want to hear when pricing is discussed"Leaning in On The Customer Voice"I refine by search by only listening to the customers objections

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Mimi Dang
3 years ago
Mimi Dang
Mimi DangFrequent flyer
published in HOW GONG USES GONG
How Gong Uses Gong: Using Gong to Surface Great Calls Based on Manager Feedback

Former all-star CSM-turned CS Enablement Manager, @Vanessa Gabor shares how she uses the Gong Library and Streams to maintain fresh and relevant bank of calls to reinforce training. Her ability to effortlessly maintain a consistent flow of updated best in class calls allows the CS team to stay skilled in real-time call scenarios. Vanessa’s Superpower-maintaining fresh and relevant banks of calls leveraging streams"Providing CSMs with real-time best in class calls to reinforce training"Why It’s Important"Real-life examples help reinforce trainings and creates a stickier approach to skill development"A Two-Fold Approach"First, creating a library folder and second, using streams folder"Best Practice for Using Library & Streams"Make sure both folders are housed in the same place for easy access"How Does Streams Work"Every time a call that falls under these specific filters is held, Gong will automatically push the call into the specific stream folder"The Impact on This Workflow"Creatin

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Mimi Dang
3 years ago
Mimi Dang
Mimi DangFrequent flyer
published in HOW GONG USES GONG
How Gong Uses Gong: Using Gong to Hunt for Customer Stories

Head of Customer Marketing and  keeper @jane.menyo give us a deep understanding of what is Customer Marketing and it’s similarities to sales. This video shares how @jane.menyo  uses Gong to optimize how she sources, qualifies, and determines the best timing for outreach for customer stories.What is Customer Marketing?"one of our core responsibilities is to create high impact customer stories" Similarities between Customer Marketing and Sales"We need a deep understanding of the customer to target our approach and build rapport as well as nurture customers to build a pipeline of potential raving fans" Why Cross-Functional Collaboration Is Key" Strong functional partnerships allow for us to strategize on the best ways to leverage those opportunities for raving fans and determine the right time to strike" Gong Provides Customer Marketers the Superpower of Intelligence on Target Customers" We can take detailed insights into what customers really think about Gong and then think of the best s

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Mimi Dang
3 years ago
Jim Gearhart
Jim GearhartGongster
published in SHARE REVENUE HACKS & TIPS
Mining for Gold: How modern CIOs can impact revenue

Being a CIO is more challenging than ever. The shift to the public cloud, the burgeoning SaaS landscape, and a new focus on frictionless customer and employee experiences means a host of new and demanding hurdles for those in our position.   Previously, the CIO role focused on functional and transformational efforts. From a functional perspective, CIO organizations spent a large portion of their time fighting fires, improving systems performance, and managing costs. Operationally, they focused on driving systems evolution, creating alignment, and redesigning business processes. The increasing role of technology as a differentiator means an additional set of responsibilities for the modern CIO. We must now be strategic in identifying revenue opportunities, driving business innovation, and uncovering avenues for business differentiation.  In essence, the modern CIO has a seat at the table when it comes to making top-level strategic decisions and driving value for their organizations. Tod

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Jim Gearhart
3 years ago
Mark Banuelos
Mark BanuelosGongster
published in GONG EDUCATION & TRAINING
Exclusive (virtual) Customer Training Day event

Exclusive (virtual) Customer Training Day eventA skills booster for everyone who uses Gong The fun doesn’t end after Celebrate! Top off your week by joining our Customer Training Day. When? Friday, December 3 What you’ll Learn Throughout the day, you’ll have a chance to uplevel and refresh your Gong skills to help you get the most out of the platform. You and your team will leave this event ready to boost revenue and win deals more often.  Session descriptionsGetting started, for frontline managers (1 hr) REGISTERIn this live, interactive session, you’ll learn how to review calls, drive deals, and track your team’s progress using Gong.6:15 - 7:15 am PST10:45 - 11:45 am PSTGetting started, for revenue professionals (1 hr) REGISTERThis live, interactive session will help you understand best practices for reviewing calls, assessing deals, finding calls, and tracking your progress in Gong.5 - 6 am PST9:30 - 10:30 am PST Overview, for admins (45 minutes) REGISTERNew to Gong? Join us to lear

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Mark Banuelos
3 years ago
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Elizabeth MillerGongster
published in SHARE REVENUE HACKS & TIPS
How I went from teaching 4th grade to Customer Success… with Gong!

  

2013
Mimi Dang
3 years ago
Mimi Dang
Mimi DangFrequent flyer
published in HOW GONG USES GONG
How Gong Uses Gong: Using Gong to Create Message and Measure Impact

“Visibility, Adoption, and Business Impact” with VP of Product Marketing @Julien Sauvage. Much like a great music record, Julien’s playbook on new messaging is an attention grabber and cohesive.0:16 Julien’s fun fact :)0:32 How Julien views Product Marketing“I like to think of product marketing as the sound system of the company, the Marshall Amp of the product. We make the product sound and look even better.”“We’re also the microphone. We listen to the market trends.”1:29 Leveraging Stats for visibility into new messaging adoptionJulien tells the story of how we used it when we deployed Use Case Messaging to track adoption3:29 Using Calls Page to understand how the messaging is landing“Now, it’s one thing to know what the adoption looks like, but it’s even better to know how customers are reacting to it, right?”4:25 Leveraging Slide Analytics to understand how customers are reacting“I really want to know how customers are reacting to the pitching to certain slides. Now, I can do that

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Nisha Baxi
3 years ago
Nisha Baxi
Nisha BaxiCommunity Manager
posted in SHARE REVENUE HACKS & TIPS
How do you recharge?

At the end of every quarter all Gongsters take a much-needed / deserved break for a couple of days - we affectionately refer to it as Recharge.  What do you like to do to recharge your batteries at the end of every quarter? Share below (bonus points for photos)! Personally, I enjoy sleeping in and signing up for an afternoon tee-time, my goal is to one day break 100! 

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Nisha Baxi
3 years ago
Mimi Dang
Mimi DangFrequent flyer
published in HOW GONG USES GONG
How Gong Uses Gong: Using Gong to Create a Self-Reflective Coaching Feedback Loop

On today’s Gong On Gong series, Manager of Customer Success Commercial, Chip Grossman walks through how he creates a scalable and hyper-effective feedback loop between reps and managers. This one is a can’t miss! Chip shares his two part workflow that help reps realize the answer to their own questions"The key to effective coaching is to get your reps thinking critically about how they can improve. In this two part workflow, he walk us through the first the rep’s side"The rep completes a self-reflective scorecard on one of their own calls and then tag their manager in the comments." Then walks us through the manager’s side"The coaching inbox tab is your new best friend." Learn why the coaching inbox is an integral part of Chip’s workflow"The biggest difficulty managers struggle with is allocating coaching distribution efficiently...this page gives manager's visibility into their coaching efforts across the team." Now see how the rep’s use of self reflective scorecards directly ties bac

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Katie Boyd
3 years ago
Brandon James
Brandon JamesCommunity Manager
published in GONG EDUCATION & TRAINING
Build your own live training cadence: A lightweight guide for growing organizations

So you’re really getting serious about this education thing, huh? Good, let’s chat. Long before an organization has anyone in a formal training role, they should begin to think deliberately about how they educate their customers. Education plays a valuable role in the customer journey and is a key pillar of the notion that it's much cheaper to keep existing customers than go out and acquire new ones. I want to share a few things I’ve learned in my time at Gong that can help you formalize and standardize your customer education, specifically with regard to live training, long before it is any one person’s job. For full transparency, I was not a part of this time period at Gong as my hiring signified the end of this chapter and beginning of the next for our organization. For most organizations in this phase, delivering training to customers is either a significant portion of one/a few people’s job or a small part of a lot of people’s job. In either case, there are a few deliberate steps

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Nisha Baxi
3 years ago
Daniel Morgese
Daniel MorgeseGongster
published in SHARE REVENUE HACKS & TIPS
5 ways to unlock your sales team's productivity

Hello Gong Community! 1st time poster here…  I joined Gong back in June after a 7 year run as a researcher.  At my last organization I spent a majority of my time working with sales leaders to measure their sellers’ productivity. As part of this exercise, we would give reps the opportunity to provide qualitative feedback, specifically asking them where they would like to spend less time. The objective was always to reduce low-value tasks in hopes to spend more time engaging with customers.  The below blog outlines 5 of the most common activities that were identified and ways that Gong can alleviate these pain points. This perspective is based on the feedback of more than 30,000 B2B reps.   Top areas for saving timeData entry and internal reporting Internal meetings Internal communications/email Customer support issues/escalation Lead identification and qualificationDo any of these resonate based on how you or your team(s) are spending time? What did I miss? How has Gong helped reduce t

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Daniel Morgese
3 years ago
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