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Kelly Xu

AMA: Glean Head of Solutions Marketing, Kelly Xu on Market Research

May 19 @ 9:00AM PT

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  1. Have you been using AI notetakers with specific prompts to analyze sales calls? I'm looking to gather customer insights and identify trends that can inform our product and go-to-market strategy. If you have, I'd love to hear about your process and the tools you're using.

    I'm exploring FathomAI for summarizing sales calls (they have some cool templates!), but I'm wondering how to efficiently analyze those summaries for trends and insights. Ideally, I'd like to use AI to review the summaries weekly and highlight key takeaways. Are you using this approach or a similar one? I'm open to other processes for collecting insights from sales calls and would love to hear what's working for you.

    Kelly Xu
    Kelly Xu

    Glean Head of Solutions Marketing | Formerly Snowflake, DocuSign • 1mo

    I actually use Glean to analyze sales calls. Glean connects to Gong and extract insights from there. Sales calls is only a subset of insights that feed into our overall research. I also ask Glean to pull information from slack, Google Drive, internal call recordings, customer support tools, 3rd party research we subscribe to, as well as external info from the internet. Depends on the topic, we do a combination of ad-hoc analyses and regular scan of key topics, competitive dynamics or emerging pe ...Read More

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  2. What is your best advise in terms of enabling sales with essential market research?

    Kelly Xu
    Kelly Xu

    Glean Head of Solutions Marketing | Formerly Snowflake, DocuSign • 1mo

    There are three aspects to make this successful: First, setting a solid foundation during the onboarding period so they have a deep grasp of our product, target personas and value prop, fed by our research and understanding of the business and market overall. Second, we want to offer proactive intelligence and reach them just in time as they prepare for their next sales call, so the most relevant intel is top of mind for them. Third, given the constant changes, we continuously enable our sales t ...Read More

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  3. What delimits as "unreliable" and what is at the border of it when assessing gathered insights?

    Kelly Xu
    Kelly Xu

    Glean Head of Solutions Marketing | Formerly Snowflake, DocuSign • 1mo

    In the age of AI, market dynamics shifts constantly and info gets outdated so quickly. For example, my team just did a competitive analysis by industry and realized we should only be looking at competitors that are prevalent in the last quarter. There were a lot of competitors last year that may not even be relevant this year.

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