Ask Anything Prompts for CSMs


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Hey, Visioneers! 

This one’s for our CSMs here in the Community. 

On behalf of our CSM team at Gong, here are some of the Ask Anything prompts we use to learn about business goals, feature usage, renewals and upsells, and more.

Please feel free to use these prompts in Gong’s Ask Anything on calls with your customers, and let us know below what prompts you’ve been finding helpful in your day-to-day! 

 

Business Goals

  • Is there a specific problem the customer is trying to solve with our product?
  • What specific challenges or pain points is the customer experiencing?
  • What are the customers expectations or desired outcomes with our product?
  • What are ACME’s business goals?
  • I am the new CSM acquiring this account. Write me a concise statement in bullet point format listing the goals and priorities of this customer
  • Which senior leaders have we engaged with?  What did they discuss?

 

Feature Usage

  • Have we discussed XYZ feature?  How many times? When? How did the customer respond?    

 

Sentiment

  • Summarize this customer’s satisfaction and sentiment with ACME
  • What specific challenges or pain points is the customer experiencing?
  • How does the customer feel about the ACME partnership?
  • What is the customer’s sentiment? 

Renewal and Upsell

  • What opportunities exist for cross-selling and upselling this account?
  • Is there risk for renewal closing in August? 
  • Tell me about current projects, services or sales opportunities
  • Add some prompts to unearth opportunities 

 

CS Leader Deal Ask Anything

  • Have we discussed the renewal?
  • Is there risk for renewal closing in August?
  • Are we tied to value or ROI?
  • What competitors have come up in discussions?
  • How does the customer feel about the ACME partnership?
  • Which senior leaders have we engaged with?  What did they discuss?
  • Have we discussed XYZ feature?  How many times? When? How did the customer respond?    

 

CSM Call Ask Anything 

  • What are the next steps?
  • What concerns did the customer have
  • What questions did the customer ask?
  • Write me a follow-up email
  • What business priorities, pains, or challenges were discussed?
  • Please write me a follow-up email under 150 words with 3 bullet points of what we discussed and 1 bullet point of next steps

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