Gong Deal Intelligence

Conversation Intelligence vendor Gong announced the availability of Deal Intelligence, their new AI-driven insights service that provides a “clear, up-to-date view” of deal status, recent interactions, and at-risk deals.  Deal Intelligence also helps sales managers provide targeted coaching and assess pipeline activity.

“Deal Intelligence allows us to do quicker pipeline inspections and validate with a third party that we really are where we say we are in the process,” said Armen Zildjian, VP of Sales at Drift.  “It is not to micromanage but to continue to coach and give reps the next best step with the customer, so we really can rely on that business.”

New features include

  • Deal Board:  Quickly understand which deals are healthy and which require immediate attention.
  • Deal Warnings: Spot warning signs such as a lack of recent activity and close date in the past.  Planned warnings include no future calls scheduled and no decision-maker involved.
  • Account Page: Centralizes deal-related interactions across email, web conference, and phone to proactively identify risks and review conversations
  • Engagement Map: Ensures that a deal is multi-threaded and that reps are engaged with the right people in the right way.

“Consider what can be done when you have every phone call, email, and customer interaction automatically captured and the ability to analyze those interactions.  It will allow organizations to get a sharper picture of prospect intent and where an account is in the sales process.”

TOPO Sales Analyst Dan Gottlieb

Pipeline Analytics and deal risk are an emerging category of sales analytics.  Firms such as Gong, Costello (recently acquired by SalesLoft), and Clari provide a single-pane view for identifying deal risk, assessing multi-threaded engagement, and conducting pipeline reviews.

Deal Intelligence is available to all current customers as part of their core offering.  Admins must turn on email sync from popular clients such as G Suite and Microsoft 365.  Sales Engagement partners include SalesLoft, Outreach, Groove, and Xant.

Deal Intelligence is view-only and does not support Opportunity record updating.  CRM sync is a planned feature.  

Gong supports a broad set of conferencing and dialing tools, including Zoom, UberConference, BlueJeans, WebEx, GoToMeeting, Join.Me, RingCentral, Dialpad, Amazon Connect, Google Meet, and Skype.

Gong does not publish any pricing and simply states that pricing is based upon “how many recorded reps you have,” not the number of listeners.

Cien Hidden Revenue Assessments

Cien contends that a sales rep is only as successful as his or her weakest skill permits.  Therefore, it is best to determine skill deficiencies and coach for them.

Cien announced the availability of its Hidden Revenue Assessment report which analyzes the strengths and weaknesses of sales reps to determine which qualitative factors are limiting their success.  Cien ingests data from Salesforce Enterprise to “reveal the factors that are preventing their teams from achieving their numbers.”

Cien Head of Marketing Damien Acheson noted that firms such as Gong and Chorus are more prescriptive while Cien is diagnostic, helping managers identify skill gaps and determining where reps add or destroy value during deal flow.

Presented as individual scorecards, Cien employs over 100 AI models to identify issues in sales enablement, training, and onboarding.  Cien does not believe in cloning the best sales reps as reps have different strengths and weaknesses.  Instead, reps are assessed for value-add across the pipeline, helping determine where reps need coaching, which reps are creating value, and which reps are benefiting from a rich set of leads but not adding significant value to them.

Furthermore, their models indicate that addressing weaknesses is the best method for improving sales outcomes and reaching quota.  If a rep is weak at any of the key sales skills, he or she is unlikely to reach quota.  As reps are only as successful as their weakest skills, it is better to identify gaps and coach accordingly.  Cien holds that the best path to driving revenue growth is focusing on mid-level success reps as they are the ones with the greatest opportunity to improve their performance.

“When it comes to managing sales teams, it’s important to understand that no sales rep is created equal, and no opportunity is created equal,” contends Cien CEO Rob Käll.  “To date, Cien’s Hidden Revenue Assessments have uncovered between 20-40% worth of lost revenue due to gaps in selling skills.”

“Cien’s AI models search for correlations between reps’ skills and attributes and their impact on the final value of opportunities.  This is the basis for a set of patented algorithms called the ​Cien Value Chain​.  Cien determines the relative value of each lead as it enters your CRM and tracks its value at the end of the sales cycle.  The Cien Value Chain measures the value-added at each stage of the opportunity and the skills and attributes that drive incremental value.“

Cien FAQ

The Hidden Revenue Assessment is available as a free report to technology companies with at least ten sales reps and a minimum of one year of Salesforce data.  It provides an assessment of a few sample reps across work ethic, product knowledge, engagement ability, and closing ability.  The Hidden Revenue Assessment also evaluates CRM data quality to provide a level of confidence in the assessment.  Firms that have deployed Sales Engagement Platforms such as Outreach and SalesLoft often have complete data as they automatically gather activity data and sync it with their CRM.

Cien “Baseball Card” Profile

The Hidden Revenue Assessment includes a 30-minute walkthrough.

The Cien app, available for $49 per month per rep, provides mentor prescriptions that help prioritize coaching.  While flagging weaknesses can be demotivating, Cien inverts the model and calculates the revenue opportunity available to reps who focus on developing their skills.  Being told that you are weak at prospect engagement is unlikely to motivate a rep.  Being told that focusing on prospect engagement can retire $200,000 worth of quota is much more likely to motivate the rep to focus on his or her weak-link skills.

The Cien app provides data on all of the reps and covers a broader set of skills.  The app also provides dynamic data indicating how the reps are performing over time.

Cien is Privacy Shield certified and does not gather Personally Identifiable Information beyond rep names. Cien received a $3.5 million seed round in June.

Gong: Sales Rep Sins

Usually, I hate listicles. They are one of the laziest formats for blogging and feature articles, but Gong.io put the format to good use in a recent LinkedIn post titled “The 7 most horrifying sales call mistakes of 2019.” I would have gone with the “Seven Deadly Sins of Sales Calls,” but that is a minor editorial nit. Unlike most listicles, the post contained seven in-depth discussions of sales errors with supporting data.

And this data both supports the sales efforts of its clients and prospects and demonstrates the value of its Conversation Intelligence platform which assists with new rep onboarding and play recommendations.

Gong provides aggregated sales data to back up its statements.

For years, it has been gospel that sales reps should focus on a product’s unique value proposition and benefits. Features should be discussed when the prospect asks HOW, but should not be the focus of a sales pitch. In one graphic (see above), Gong has backed up this recommendation. What is amazing is how quickly a feature dump can sour a deal.

Feature dumping is to sales what bad breath is to dating. It kills “what could have been.”

Chris Orlob, Senior Director, Product Marketing at Gong.io

Chris Orlob, Senior Product Marketing Director at Gong, argues that “Most salespeople are overtrained on their products and undertrained on sales skills.”

My experience is different. It’s not that sales reps are overtrained on features, but that they aren’t trained in how those features map to benefits and their product’s value proposition. They also lack specifics around use cases and how their product provides value to specific industries. This causes them to take a least common denominator approach and hope a feature resonates. It’s the proverbial spaghetti on the wall. But this strategy leads to feature dumping and relying on your prospect to map features to benefits and benefits to value. Reps need more sales training, but they also need to understand their value proposition in the context of each prospect.

Sales reps that understand the concerns of their prospect by industry, job function, job level, and company size and can map those concerns to buyers across the buying committee don’t engage in feature dumping. They focus on their product value in the context of the customer. Features are discussed when they are must haves (“We are GDPR compliant”), but only in detail when the technical buyer or end user requests such details.

I don’t want to recapitulate what is a very strong post from Orlob. Instead, I recommend that you go see what he has to say about steamrolling objections, grand finale product demos, and four other sales sins.

SalesLoft Rainmaker Announcements

SalesLoft's announced a new partner app directory at its Rainmaker 2018 user conference. The partnership apps span eight categories and include LinkedIn, Salesforce, Zoominfo, Twitter, Owler, Outlook, and Gmail.
SalesLoft’s announced a new partner app directory at its Rainmaker 2018 user conference. The partnership apps span eight categories and include LinkedIn Sales Navigator, Salesforce, Slack, Zoominfo, Twitter, Owler, Outlook, and Gmail.

Amongst the announcements at their Rainmaker 2018 conference, SalesLoft added an app directory to its service to assist with partner discovery across 28 solutions. Partner applications are split into eight categories with a few listed in multiple categories:

  • CRM: Salesforce
  • Email: Gmail, Outlook, Vidyard (video), Sigstr (signature blocks), and Crystal (AI message coaching)
  • Sales Intelligence: LinkedIn Sales Navigator, Twitter, Owler, and 7 other vendors
  • Sales Data: Zoominfo, Datanyze, and LeadIQ (browser lead capture)
  • Sales Content: DocSend (content management & tracking), Sendoso (swag, startup kits), and Highspot (sales enablement)
  • Sales Coaching: ExecVision, Gong.io, NoteNinja, and TalkIQ (all four transcribe calls and analyze them)
  • Sales Productivity: Slack, Engagio, Demo Manager, ChiliPiper (Meeting Scheduling)
  • Security: Four vendors

Sales enablement vendor Highspot was demoed at Rainmaker. The native service assists with content searching for inclusion in cadence campaigns. The service also supports email tracking and analytics.

“Highspot Everywhere is designed to seamlessly tie sales enablement processes into tools your team uses every day–including SalesLoft,” blogged Highspot Senior Content Marketing Manager Kate Kirby. “Sales representatives can leverage the power of Highspot directly within SalesLoft by inserting content into email cadence campaigns, taking full advantage of the Highspot content engagement analytics and user tracking capabilities.”

Sendoso, a direct mail gifting program, was also announced at Rainmaker. The gifting platform supports new SalesLoft steps including rewards for attendance, thanking new customers, and garnering prospect attention.

TalkIQ joins several call coaching services on the platform which create and analyze call transcripts. “More than 70% of customer interactions occur over the phone,” notes SalesLoft in its app directory. “TalkIQ analyzes each of these conversations and surfaces insights about how customer-facing teams operate. TalkIQ’s best-in-class, proprietary AI, reveals hidden trends, recommends actions, and predicts call outcomes in real-time. Successful companies use TalkIQ daily to make smarter decisions, increase revenue, improve customer engagement, and build better products.”

Other Rainmaker announced partnerships include Dark Sky (weather data) and Bombora (intent).


Part II of this blog discusses new SalesLoft functionality and partnerships concerning LinkedIn, Calendaring, website tracking, and email connectors.