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How do you start your day with Gong?

 

Tell us how! 

 

Respond to the thread below with your best-kept secret about how you use Gong to uplevel your CSM game.

 

This contest is officially closed — but you can still share your tips and tricks with the Gong Community in the thread below! 

 

The first 5 people to respond with top-quality tips or best practices will win some exclusive vintage Gong swag. (Remember our old logo? Want it in your closet?)

 

And…one lucky winner will get 30 minutes on Gong’s Head of Content Strategy Devin Reed’s calendar AND a feature on our LinkedIn page.

 

Here’s how to participate: 

  1. Write up a quick post (about a paragraph) about how you use Deals to support your coaching initiatives. You can also record a video, write a song, or get creative!

  2. For a second entry: 

    1. Click the three dots on the bottom right hand side of your post and hit “Link to URL” 

    2. Share your best practice with the link to your post and the hashtag #MyGongSecret on your LinkedIn. 

 

Submissions will be accepted until this Friday, July 29th at 12:00 AM CT, but if you want that vintage Gong swag, we don’t recommend waiting. 😉

My team and I use Gong in a variety of ways…

  1. I personally treat Gong like a podcast of my customers. I have filters so I am listening to the customers most relevant to my role. Gong is on the home screen of my phone.
  2. We use Gong to give structured peer feedback using a scorecard.
  3. We’re rolling out the use of Gong to self-coach in a structured way using a scorecard.

@Jeff Smith this is incredible - thanks for sharing! Would love to see what your scorecard looks like!

 

My team and I use Gong in a variety of ways…

  1. I personally treat Gong like a podcast of my customers. I have filters so I am listening to the customers most relevant to my role. Gong is on the home screen of my phone.
  2. We use Gong to give structured peer feedback using a scorecard.
  3. We’re rolling out the use of Gong to self-coach in a structured way using a scorecard.

Love the podcast of customers quote! Would also love to see your scorecard 🙂 

Gong swag coming your way!

I have grown and lead our CSM team and we all use Gong! Personally I love the following three features:

  1. Deals - warns me way better than our CRM if a renewal deal in-quarter is stale or not getting replies/touchpoints
  2. Scoring of recorded calls - We rolled out a formal EBR process which we have to report on to our CEO and the board. The rubrics and scoring live in Gong and 80%+ is a “success” in our reports. Gives us a common understanding of what a winning EBR looks like
  3. Churn language and other specific language alerts - I get an email when customers mention to ANYONE on my team something that may indicate a risk so I can choose to investigate further

Gong has quickly turned into a killer CS tool and I’m here for it!

@Matt Gardner Nice stuff! These are all excellent and actionable tips. Gong swag coming your way!

My team and I use Gong in a variety of ways…

  1. I personally treat Gong like a podcast of my customers. I have filters so I am listening to the customers most relevant to my role. Gong is on the home screen of my phone.
  2. We use Gong to give structured peer feedback using a scorecard.
  3. We’re rolling out the use of Gong to self-coach in a structured way using a scorecard.

Following up here to add these Gong Academy resources for CSMs, written by Gong Customer Training Specialist @Chris Maironis:

Call Search - Uncover Insights
Truly understand how your product (features, competitors, pricing, value, etc) is received in the market.
https://academy.gong.io/call-search-uncover-insights?reg=1

Level Up - Advanced Call Search Recording
This session covers some advanced functionality around text searching as well as many of the lesser known filters and some common “search recipes” that include them.
https://academy.gong.io/level-up-advanced-call-search-recording?reg=1

Surface Calls Easily with Saved Searches & Alerts
In this course you can expect to learn the what, why, how, and best practices for the powerful key functionality in Gong: saved searches and alerts!
https://academy.gong.io/create-saved-searches-and-alerts/829921/scorm/1dia3ss63mc7p

I use Gong to review my team’s calls and provide coaching on a semi-frequent basis. While it isn’t daily, it is a goal to do call reviews weekly to be able to see trends in team performance, trends in customer sentiment, and get a pulse on how our customers are doing. There is nothing like getting a front row seat into how customer interactions are actually going. 

 

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