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Research, Recommendations, & Reality: How Gong Helped Mintel Increase Win Rates by 34%
技术
- 分析与建模 - 实时分析
- 应用基础设施与中间件 - 数据交换与集成
适用功能
- 商业运营
- 销售与市场营销
用例
- 实时定位系统 (RTLS)
- 远程协作
服务
- 数据科学服务
- 系统集成
挑战
Mintel, a global leader in market research, was facing a challenge in improving their efficiency. With a large portfolio of over 6,000 clients worldwide, it was difficult for them to detect patterns in calls, which delayed improvements to customer service processes. They needed a single tool that could provide guidance based on data from feedback in client calls. The company was also struggling with getting internal teams up to speed with new initiatives, which often resulted in lost or stalled deals. The lack of a tool to review calls meant that the knowledge gap was not being closed quickly enough.
关于客户
Mintel is a global leader in market research with over 50 years of experience in understanding what consumers want and why. The company has a large portfolio of more than 6,000 clients worldwide. Mintel's go-to-market teams are data-driven and are always looking for ways to improve their effectiveness with customers. The company works with clients across many industries and often rolls out new initiatives. However, getting internal teams up to speed with these initiatives can consume valuable time, resulting in lost or stalled deals. Mintel's sales and client success teams were seeking a more efficient and effective way to deliver customer care based on feedback.
解决方案
Mintel adopted Gong, a tool that surfaces numbers that help them succeed by improving their internal and client-facing processes. Gong helped Mintel create a culture of coaching that enables employees to track their own progress and share client feedback with the colleagues who need to hear it most. Gong easily identifies areas for improvement so teams at Mintel can adopt policies that eliminate gaps in client service. The company also conducts pipeline reviews using Gong’s Deal Boards, enabling sales leaders to quickly scan stats and prioritize which deals need help now, based on how sales calls are going. Gong also provides advice to Mintel’s teams regularly and automatically, helping them improve their efficiency and win rate.
运营影响
数量效益
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