Gong Case Studies How the Customer Success Team at Momentive Used Gong to Shape High-Quality Customer Conversations

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	How the Customer Success Team at Momentive Used Gong to Shape High-Quality Customer Conversations Gong

How the Customer Success Team at Momentive Used Gong to Shape High-Quality Customer Conversations

Gong

Technology Category	Analytics & Modeling - Real Time Analytics
Applicable Industries	Software
Applicable Functions	Sales & Marketing
Services	Data Science Services
Challenge	The Customer Success team at Momentive wanted to improve the quality of their customer conversations to enhance sales and customer outcomes. They needed a solution that provided visibility into what customer success managers said during calls and a scoring methodology to keep everyone on track. The global team had to adapt quickly to remote working due to the pandemic, which caused variability in the customer experience. The team needed to ensure that they were having high-quality, outcome-driven conversations with customers, where Momentive acted as a trusted partner. Read More
About Customer	Momentive is the parent company of products that include SurveyMonkey. The company needed to evolve quickly due to the pandemic. When its global team went remote, the initial shock of a distributed workforce caused variability in the customer experience. The company's sales team, who were already Gong users, asked the Customer Success team to use Gong. The company defines high-quality customer conversations as live and outcome-driven conversations with customers, where Momentive acts as a trusted partner through call standards, elevating dialogue, and asking thoughtful questions to build relationships and achieve shared outcomes. Read More
Solution	The Customer Success team at Momentive started using Gong, a conversational data tool, to improve their customer conversations. Gong’s features helped the team move towards a more comprehensive customer success coaching program, which vastly improved the customer experience. Momentive now uses reality-based information to ensure that the entire team is on the same page, with a single standard of care that makes clients feel cared for. The team set Gong-based expectations for its sales teams. Every customer-facing role sends one recorded Gong call to their manager for review weekly. Managers listen to that call, complete one Gong scorecard per team member, and provide feedback in a one-on-one. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Applicable Industries

Software

Applicable Functions

Sales & Marketing

Services

Data Science Services

Challenge

The Customer Success team at Momentive wanted to improve the quality of their customer conversations to enhance sales and customer outcomes. They needed a solution that provided visibility into what customer success managers said during calls and a scoring methodology to keep everyone on track. The global team had to adapt quickly to remote working due to the pandemic, which caused variability in the customer experience. The team needed to ensure that they were having high-quality, outcome-driven conversations with customers, where Momentive acted as a trusted partner.

About Customer

Momentive is the parent company of products that include SurveyMonkey. The company needed to evolve quickly due to the pandemic. When its global team went remote, the initial shock of a distributed workforce caused variability in the customer experience. The company's sales team, who were already Gong users, asked the Customer Success team to use Gong. The company defines high-quality customer conversations as live and outcome-driven conversations with customers, where Momentive acts as a trusted partner through call standards, elevating dialogue, and asking thoughtful questions to build relationships and achieve shared outcomes.

Solution

The Customer Success team at Momentive started using Gong, a conversational data tool, to improve their customer conversations. Gong’s features helped the team move towards a more comprehensive customer success coaching program, which vastly improved the customer experience. Momentive now uses reality-based information to ensure that the entire team is on the same page, with a single standard of care that makes clients feel cared for. The team set Gong-based expectations for its sales teams. Every customer-facing role sends one recorded Gong call to their manager for review weekly. Managers listen to that call, complete one Gong scorecard per team member, and provide feedback in a one-on-one.

Impact #1	Gong’s features helped the Customer Success team at Momentive move towards a more comprehensive customer success coaching program.
Impact #2	Momentive now uses reality-based information to ensure that the entire team is on the same page, with a single standard of care that makes clients feel cared for.
Impact #3	The team set Gong-based expectations for its sales teams.

Impact #1

Gong’s features helped the Customer Success team at Momentive move towards a more comprehensive customer success coaching program.

Impact #2

Momentive now uses reality-based information to ensure that the entire team is on the same page, with a single standard of care that makes clients feel cared for.

Impact #3

The team set Gong-based expectations for its sales teams.

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Overview

How the Customer Success Team at Momentive Used Gong to Shape High-Quality Customer Conversations

Operational Impact