SURVEYMONKEY TAKES CUSTOMER-SUCCESS COACHING TO THE NEXT LEVEL

  • 1 December 2021
  • 0 replies
  • 16 views
SURVEYMONKEY TAKES CUSTOMER-SUCCESS COACHING TO THE  NEXT LEVEL

SurveyMonkey: Where the Curious Come to Grow

 

SurveyMonkey is the world’s leading survey software, and as a company, it is a place “where the curious come to grow.”

Jeffrey Coleman, SurveyMonkey’s VP of Customer Success, is well-aligned to this philosophy. “We’re always trying to figure out what it is we can learn from a situation,” he shares. “How do we take what we’re learning, adapt that, and really put that into our growth mindset?” 

For SurveyMonkey, bringing in Gong was an opportunity for their team to start to listen and learn about what was really going on in interactions with customers.

 

Gong Helps SurveyMonkey Elevate the Quality of Customer Conversations

 

Since deploying Gong, SurveyMonkey has seen an improvement in CSMs who were being coached, but also by the managers who are doing the coaching. Using scorecards, having visibility into the lifecycle of an account, a greater understanding of churn indicators, and better cross-functional collaboration has helped the CS team thrive.

 

THE CHALLENGE

The Customer Success team had no visibility into its deal pipeline, customer conversations, or customer lifecycle.

 

THE SOLUTION

  • Insight into every customer interaction, providing clarity on churn indicators

  • Coaching based on data, using scorecards to help managers identify where to focus

  • Cross-functional account knowledge sharing among teams, plus streamlined account handoffs

 

 

 


 

Learn more about customer success software


0 replies

Be the first to reply!

Reply