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RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

One nice use case from CS past experience (with Gong). Throughout each week, CSMs would tag some 'golden moments' from customer calls (usually a <30 second snippet> that captures a great insight, exchange, value or experience. We'd then play a couple in a regular section each weekly team...


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RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

Thanks so much for these insights. I especially love #5. So key to not just correct the customer expectations when off base, but to also find and clear the sales language leading to those inaccurate expectations. The note-taking aspect is huge too. So much time is consumed on the post-call...



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RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

we are definitely measuring it but still a bit too early to give benchmarks. What I can say is it depends on CS role. Trainers - their talk time is ​currently between 75 and 80% CSMS - their talk time is currently between 45 and 65% Big ranges but in general our goals will be based on role and...


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RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

Hi, Laura. Thanks! Curious: Any chance you're tracking CS talk vs. listen time? I'm trying to get some benchmarks for that metric. Thanks, - Bob -- Bob London Chief Listening Officer --


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RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

Alex, thanks so much for sharing this -- and William for asking the initial question! I mentioned this above also, but I'll ask you as well: I'm trying to benchmark or at least get a sense for CS talk vs. listen time. Any chance you're tracking that? Thanks, - Bob -- Bob London Chief Listening...


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RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

This is great info, thanks for sharing, Jordan. I'm trying to benchmark or at least get a sense for CS talk vs. listen time. Any chance you're tracking that? Thanks, - Bob -- Bob London Chief Listening Officer --


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RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

At my former company, we used Gong across sales and cs. It is expensive, but we liked it for capturing calls/transcripts and the analysis of the calls. Use Cases: Listen to Sales calls. Helped with handoff. Listen to CS calls. Helped with coaching and feedback for continuous improvement....


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RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

Thanks for this incredibly thorough and insightful detail of Gong and your experience with it. This is really helpful. It is great to know the specific features that make big impact when used well. So many use cases there which really are so important for our desired use. Thanks for all the...


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RE: Using Sales/Call Insights Tools (Chorus, Gong, Etc) for Customer Success

What tool did you use? (and what made you choose that tool over the competitors) Our CS team uses Gong. Can't speak to competitors since we didn't do any eval.. Sales was already using Gong, so we jumped on the bandwagon. Glad we did! What were your use cases for it? (I.e. just Customer...