Thanks for coming to our recent customer insider event on how CS teams use Gong to mitigate risk and grow accounts!
Here’s a quick recap of what we discussed:
Rich from Sensei Labs
- Expectations of Customer Success are increasing:
- Majority of growth is expected to come from expansion
- CSMs are expected to carry more ARR than ever before
- Retaining customers is getting harder
- CS leaders need to put systems in place to make retention and growth easier. Sensei labs uses Gong Forecast to:
- Get proactive visibility into risks and seize on opportunities before they grow stale
- Enable managers to help coach to better outcomes
- Combine account health scores with deal health
- CRM + CS platfrom + Gong: There are different jobs to be done from each, but they should all work together to give the most comprehensive picture possible
Colleen from Gong
- CSMs are facing stronger headwinds with recent pressure to consolidate tech stacks. She looks at 4 leading indicators in accounts: Key persona engagement, CSM delivery, customer sentiment, account health
- In order to avoid thrash of constantly changing expectations, Colleen integrates her strategic initiatives into Gong.
- Create a hypothesis
- Enable the field and set up trackers
- Measure adoption and reinforce with the field
- Quantify impact and operationalize workflows
Discussion questions
- What are some of the ways you’ve noticed changing customer expectations? How are you trying to stay ahead of it?
- What signals do you look for in customer conversations to identify risk? How are you spotting growth opportunities within your book of business?
- What tools are essential to a Customer Success tech stack? How do you integrate them to streamline workflows to prevent tool fatigue?