Gong is a key resource for any Customer Success Manager

I think Gong's usability in general is pretty easy for it's a most basic function. As I previously mentioned, when you're using Gong to track follow-up and want to put notes from your call into another system, then those additional features become a little less easy to use.

As a CSM, Gong is great to use for customer meeting follow-up. I can go in and easily find what I said I'd do as a "follow up" - and it highlights those key words, so I've gotten into a habit of verbally saying certain phrases like "I'll send that over" or "I'll follow up" so that when I review the call in Gong later, those things will be bolded for me to easily find. Taking notes within the Gong app in Zoom has helped me avoid taking notes in a Word doc while facilitating a meeting. However there isn't an option to download the notes and the copy and paste formatting is not great (as a CSM I have to input notes into systems like Gainsight, so improving this workflow for users would be amazing!) I used gong heavily as a new hire to watch other Customer Success Managers present data and I was able to get insight from those on forming my own talk track. You can make comments on Gong calls including hashtags for easy reference later, and you can tag in teammates in call notes to easily transition off a follow-up to someone else. Gong is great for practicing and recording yourself presenting so you can review yourself and make recommendations. Your manager can also show you some data in Gong about how often you interrupt someone, how "patient" you are waiting for a response from someone else, and the balance between you and another person in calls. I found this data really insightful as I'm always trying to improve my presentation skills. Gong has a transcript of each call which I find to be really helpful but I wish you could download it and/or reformat it. It is handy though to use with "control F" if you're looking for something specific.