RAVING FAN STORIES

Check out our Customer Success stories

  • 11 Posts
  • 3 Replies

11 Posts

Hannah Hapin
Hannah HapinCommunity Manager
asked in RAVING FAN STORIES

What's your favorite part about Gong Engage?

If you’re one of the lucky customers to have early access to Gong Engage, please share how you’ve been utilizing it in your day to day work life. We want to know how it has helped you in your processes!

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Molly Kipnis
1 month ago
J
Joe BarrowEnthusiast
posted in RAVING FAN STORIES

Assist - Feedback from the Field.....

Post Christmas, I was reviewing deals from my team that were still listed as closing in 2022.   Trying to find the loose change in the couch before year end.   I came upon the Assist Beta, clicked on it then started poking around.   I saw a deal where some follow-up was recommended and noticed an email from a customer who was asking for info from my team so they could process a PO.   Two days had gone by and it was now Dec 28.   My seller was OOO so this request was missed.   If it wasn’t for “assist” I never would have seen the request and been able to respond.   I would love to hear from others - sellers or managers as to how you are using “Assist.”   

1
Molly Kipnis
9 months 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
1 year 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
1 year 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
1 year 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
1 year 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
1 year 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
1 year 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
1 year 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
1 year 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
1 year ago
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