Mining Gong for QBR talking points

Gong

Search for the customer in Gong and open their Account Intelligence page.

Account Intelligence is the right surface, not the per-call list. The page aggregates trackers, sentiment trend and decision-maker activity across every call on the account, which is exactly what a QBR needs.

Expected: The customer’s Account Intelligence page loads with the call list, tracker summary and people panel visible.

Gong

Set the date filter to ‘Last 90 days’ to match the QBR Brief window.

The 90-day window has to match the Gainsight window or the two halves of the brief will tell different stories about different time periods.

Expected: Calls on the account are filtered to the same calendar quarter the customer’s exec is reviewing.

Gong

Walk the tracker summary in this order: Concerns, Competitor, Roadmap, Pricing, Champion-at-risk.

The order is intentional. Concerns and Competitor surface known objections. Roadmap is the trap CSMs forget. Customers raise feature requests in calls but rarely email them, so a roadmap-tracker hit on the call is often the surprise objection in the QBR. Pricing comes after roadmap because pricing pushback is usually downstream of unmet roadmap expectations. Champion-at-risk is last because if the champion is leaving, every other talking point reshapes around the new sponsor.

Expected: Every tracker has been reviewed in the right order and any tracker with hits has been opened.

Gong

For each tracker hit, click the timestamp in the call timeline and listen to 30 seconds at 1.4× speed.

Thirty seconds is the right length to confirm whether the tracker fired on real signal or on a passing reference. Anything beyond 30 seconds is rabbit hole territory. If the moment matters, save it. If not, move on.

Expected: You have a clear judgement on every tracker hit and a working list of moments worth saving.

Gong

For each meaningful moment, click ‘Save to Library’ and choose the QBR-Q[N]-[Account] folder.

If the folder for this quarter does not exist yet, create it before starting. Naming format is ‘QBR-Q1-Monarch-Foods’ with hyphens, never spaces. The deck-builder script that pulls clips into the QBR template depends on this exact format.

Expected: Every saved clip is in the right shared folder, named consistently, and discoverable by the deck-builder.

Gong

Add a one-line description to each clip that names which slide it belongs on.

Format: ‘Slide [name] · [why this clip lands]’. Examples: ‘Slide Adoption · confirms reporting feature picked up by ops team’, ‘Slide Roadmap · unmet expectation on bulk export’. The format makes the deck-build trivial later in the week.

Expected: Every clip in the folder carries a one-line description that maps it to a specific slide in the QBR deck template.