Case Study: Momentive achieves consistent, high-quality customer conversations with Gong

How the Customer Success Team at Momentive used Gong to shape high-quality customer conversations

Momentive’s Customer Success team faced growing variability in customer conversations after going remote and needed visibility into what CSMs said on calls plus a consistent scoring methodology. To solve this, Momentive adopted Gong’s conversation intelligence (call recording, AI analysis and scorecards) to surface reality-based conversational data and define what a High-Quality Customer Conversation (HQCC) should look like.

Using Gong, Momentive built an HQCC program with clear call standards, weekly submission of recorded Gong calls, and manager-completed Gong scorecards for focused one-on-one coaching. Gong’s tools aligned leaders and CSMs around a single, scorable coaching plan, drove more consistent and higher-quality customer dialogue, and created a measurable coaching cadence (weekly call reviews and ongoing scorecard tracking) that markedly improved the customer experience.

Momentive

Kim Nguyen

Enablement Manager