On today’s episode of Gong on Gong, Growth Account Executive
“I listen back to these calls to hear directly from the voice of the customer — what they cared about and how they're using Gong — so I can tell that story or ask for the business come renewal time.”
(00:35): The superpower Gong gives growth account executives is teleportation — the ability to go back in time and fully understand an account’s history around growth and renewal so that you can have effective conversations with your customers.
(00:39): This workflow helps you understand why your customer became a customer, why they renewed, what they accomplished over the last 12 months, and how your product helped them get there.
(3:41): As a best practice, follow this workflow any time you’re handed a new account.
Pro tip: Filter by calls on the account page, type in “renewal,” go back a year, and listen back to what the customer cared about and what you can help them with going forward.
What do you think about Lauren’s workflow? Do you listen to calls from a year ago to prepare for renewals and upsells? Let us know in the comments below!