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

Hi Great use case and way to expand on the benefit of the tool. I really like that idea. We have a really technical product which is generally very different depending on what applications it is plugged into. I could see using a Conversational Intelligence tool for grabbing quick 1-3 minute...



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Customer Feedback with Anita Toth: Collecting, Acting, Communicating

Anita Toth knows qualitative research, thanks to a distinguished academic career that eventually led her into helping SaaS companies crush churn. Recently I had the privilege of sitting down with her to talk about how to gather customer feedback, how to do something with it, and how to...



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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 --