How the Customer Success Team at Momentive Used Gong to Shape High-Quality Customer Conversations
Company Size
1,000+
Region
- America
Country
- United States
Product
- Gong
Tech Stack
- AI
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Software
Applicable Functions
- Sales & Marketing
Services
- Data Science Services
About The 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.
The 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.
The 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.
Operational Impact
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