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How Rapid7 Secured an Increase in Win Rates Using Gong
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Functions
- Sales & Marketing
- Business Operation
Use Cases
- Predictive Quality Analytics
Services
- Data Science Services
- System Integration
The Challenge
Rapid7, a cybersecurity firm, was struggling to understand the voice of its customers to win more deals. The majority of its customer interactions were conducted via phone and web meetings, and the leadership team spent a significant amount of time gathering information from these calls to make critical business decisions. However, the information they received was anecdotal and often distorted as it was passed from person to person. This, along with a limited subset of customer interactions, made it nearly impossible to make sound decisions about where to focus their efforts and how to address the market's needs.
About The Customer
Rapid7 is a cybersecurity firm headquartered in Boston, MA. Founded in 2000, the company has grown to over 2,000 employees and serves more than 9,900 customers. The company's culture is centered around the concept of 'Moose', a term used to collectively refer to Rapid7's employees. This is reflective of the company's belief in unity and teamwork. Rapid7's priorities include developing its employees, ensuring that customers have a top-notch experience, and growing the business. The company conducts the majority of its customer interactions via phone and web meetings.
The Solution
Rapid7 implemented Gong, a revenue intelligence platform that uses AI to capture customer interactions, analyze them, and provide insights. Gong allowed Rapid7 to move away from anecdotes and subjectivity and towards objectivity and the true voice of the customer. Gong quickly became an essential part of Rapid7’s strategy to understand the voice of its customer and scale up reps through training and coaching. It saved frontline managers time and energy and allowed them to focus only on the calls that mattered most. Gong's AI provided clarity on things Rapid7 believed were true, but couldn’t confirm without Gong’s insights. Gong also helped uncover some real opportunities for Rapid7, specifically, in areas for improvement.
Operational Impact
Quantitative Benefit
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