
45 segments available
Eilon Reshef is the co-founder and chief product officer at Gong, one of the most ubiquitous B2B products in the world. In our conversation, we discuss: • Gong’s unique approach to working with design partners • Their unique pod model • Why Eilon makes big decisions quickly • Lessons learned from being early in AI • The power of extreme focus • His “spiral method” for learning complex topics quickly • How to maintain quality while optimizing for speed — Brought to you by: • WorkOS—Modern identity platform for B2B SaaS, free up to 1 million MAUs: https://workos.com/lenny • Think Fast Talk Smart—Tools and techniques to help you communicate more effectively: https://fastersmarter.io/ • Vanta—Automate compliance. Simplify security: https://vanta.com/lenny Find the transcript at: https://www.lennysnewsletter.com/p/inside-gong-eilon-reshef Where to find Eilon Reshef: • LinkedIn: https://www.linkedin.com/in/eilonreshef Where to find Lenny: • Newsletter: https://www.lennysnewsletter.com • X: https://twitter.com/lennysan • LinkedIn: https://www.linkedin.com/in/lennyrachitsky/ In this episode, we cover: (00:00) Eilon’s background (04:20) The pod model (06:33) Working with design partners (09:13) Finding and coordinating design partners (13:12) Balancing customer feedback and vision (15:10) Gong's 95% feature adoption (17:05) The importance of autonomy and trust (23:30) How to implement this unique way of working (27:15) Speed and decision-making (31:47) Early AI adoption and lessons learned (35:50) Building effective AI teams (38:16) The spiral method for learning (41:36) Narrowing down the initial customer profile (44:24) Failure corner (46:35) Lightning round Referenced: • Gong: https://www.gong.io • Cisco: https://www.cisco.com/ • How Gong builds product: https://www.lennysnewsletter.com/p/how-gong-builds-product • What is Montessori education?: https://amshq.org/About-Montessori/What-Is-Montessori • Isaac Asimov: https://en.wikipedia.org/wiki/Isaac_Asimov • Amit Bendov on LinkedIn: https://www.linkedin.com/in/amitbendov/ • Lessons from scaling Spotify: The science of product, taking risky bets, and how AI is already impacting the future of music | Gustav Söderström (Co-President, CPO, and CTO at Spotify): https://www.lennysnewsletter.com/p/lessons-from-scaling-spotify-the • Nvidia: https://www.nvidia.com • Figma: https://www.figma.com • The Spiral Method: https://www.gong.io/blog/using-the-spiral-method/ • Webex: https://www.webex.com/ • L’Oréal: https://www.lorealparisusa.com/ • American Express: https://www.americanexpress.com/ • Slow Horses on AppleTV+: https://tv.apple.com/us/show/slow-horses/umc.cmc.2szz3fdt71tl1ulnbp8utgq5o • Dishwasher basket: https://www.amazon.com/Munchkin-High-Capacity-Dishwasher-Basket/dp/B07ZPMYKKS/ • What most people miss about marketing | Rory Sutherland (Vice Chairman of Ogilvy UK, author): https://www.lennysnewsletter.com/p/what-most-people-miss-about-marketing • Occam’s razor: https://en.wikipedia.org/wiki/Occam%27s_razor • Hanlon’s razor: https://en.wikipedia.org/wiki/Hanlon%27s_razor • Sabich: https://en.wikipedia.org/wiki/Sabich#Ingredients_and_description • Careers at Gong: https://www.gong.io/careers Recommended books: • Marty Cagan’s books: https://www.amazon.com/stores/Marty-Cagan/author/B00J21JTNM • “The Machine That Won the War”: https://www.goodreads.com/book/show/18402398-the-machine-that-won-the-war • Crossing the Chasm: Marketing and Selling Disruptive Products to Mainstream Customers: https://www.amazon.com/Crossing-Chasm-3rd-Disruptive-Mainstream/dp/0062292986 • The Ideal Executive: https://www.amazon.com/Ideal-Executive-Ichak-Kalderon-Adizes/dp/0937120030/ • Crucial Conversations: Tools for Talking when Stakes Are High: https://www.amazon.com/Crucial-Conversations-Tools-Talking-Stakes/dp/1260474186/ Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com. Lenny may be an investor in the companies discussed.
Eilon Reshef introduces Gong's innovative pod model for organizing product teams, which emerged around 2016. He explains how this model consists of cross-functional teams, including product managers, UX designers, and engineers, working autonomously to solve problems. This segment highlights the effectiveness of the pod structure in fostering collaboration and creativity within product development.
"I want to start with talking about your pod model which is a really unique way of building and organizing your product teams that was probably 2016 we're trying to figure out how does the operating mo..."
Eilon discusses the critical elements of autonomy and trust within Gong's product teams. He emphasizes that each pod operates with a high degree of independence, allowing them to engage directly with design partners and iterate based on real customer feedback. This segment underscores the importance of empowering teams to make decisions and innovate without excessive oversight.
"you're not going to know if it's going to get used so when I ask people like gong what to ask you the most often term they came up as autonomy and trust it's a very selfish thing it's a very personal ..."
In this segment, Eilon explains how Gong's pods collaborate closely with design partners to develop new products. He shares insights into the scale of this collaboration, where pods may work with multiple design partners simultaneously. This hands-on approach ensures that product development aligns closely with customer needs and expectations.
"you're building a B2B stas company or product you will learn a lot from this conversation if you enjoy this podcast don't forget to subscribe and follow it in your favorite podcasting app or YouTube i..."
Eilon elaborates on the process of identifying and coordinating with design partners for product development. He highlights the importance of leveraging existing customer relationships and utilizing Gong's conversation database to find suitable partners. This segment reveals the strategic approach Gong takes to ensure effective collaboration with design partners.
"authorization service Warren's product is based on a groundbreaking authorization system called Zanzibar which was originally designed for Google to power Google Docs and YouTube this enables fast aut..."
Eilon discusses how Gong balances customer feedback with its product vision. He emphasizes the need for product managers to discern between essential customer requests and those that may not align with the overall product strategy. This segment provides valuable insights into the decision-making process within product teams.
"down with experts to discuss the best tips and techniques that enhance your professional development hone your small talk influence presentation skills and so much more on think fast talk smart so wha..."
In this segment, Eilon explains how Gong's pods focus on achieving specific outcomes rather than being overly driven by metrics. He describes how teams are organized around jobs to be done, such as improving sales engagement or conversation intelligence. This approach fosters a results-oriented mindset within product development.
"with talking about your your pod model which is a really unique way of building and organizing your product teams and in particular how you work with design Partners let's start with the Pod model can..."
Eilon shares a case study of Gong's forecasting product, detailing its purpose and functionality. He explains how this tool helps organizations predict sales outcomes and streamline their forecasting processes. This segment illustrates the practical application of Gong's pod model in developing successful products.
"is is really kind of replicated that so up until now we have this SP structure product manager ux fractional writing fractional analyst and then a team leader from an engineering standpoint five to I'..."
Eilon discusses the role of a research coordinator within Gong's product teams, who facilitates the connection between product managers and design partners. This segment highlights the importance of efficient coordination in managing multiple design partnerships and ensuring timely feedback during product development.
"it's a very Niche or Fringe capability and they work with them hand in hand so an interesting story the same forecast product I just mentioned the product manager comes to me one day and he's like hey..."
Eilon emphasizes Gong's commitment to direct customer engagement, contrasting it with companies that restrict product teams from interacting with customers. He explains how this open communication fosters better product development and customer satisfaction, showcasing Gong's unique approach to building products.
"responsible for is it like move this metric or build this product or something else we tend to be less metric driven maybe than your average especially b2c but even like other maybe B2B companies usua..."
In this segment, Eilon outlines the structure of the design partner process at Gong. He explains how product teams conduct regular meetings with design partners to track progress and gather feedback. This structured approach ensures that product development remains aligned with customer needs and expectations.
"process people submit numbers people up kind of overwrite that AI helps you kind of in our case AI helps you protect the right number usually there's an analytics component top of it that kind of help..."
Eilon discusses the challenges product managers face in balancing customer requests with the overall product vision. He highlights the importance of prioritizing must-have features while maintaining a clear direction for product development. This segment offers valuable insights into effective product management strategies.
"management so at some stage I Bor an idea that comes from Talent acquisition and in in Talent acquisition recruiting there's there is a person called recruiting coordinator if if you do it at scale wh..."
Eilon Reshef discusses the structure of Gong's design partner process, emphasizing the balance between linear paths for new product development and more flexible approaches for enhancements. He explains the importance of regular meetings to show progress and how to recruit diverse design partners for effective feedback.
"customer that makes sense obvious yeah you don't want to surprise people and mess up relationships so so is there any structure to the design partner process or is it just teams have these people avai..."
In this segment, Eilon shares insights on how product managers at Gong balance customer requests with the company's overarching vision. He emphasizes the importance of distinguishing between must-have features and those that are less critical, and how to proactively seek customer input to enhance product utility.
"or feature so one thing that people might be thinking as they hear this is how do you all these customers are telling you here's what I need to be to use this forecasting tool for example and as a PM ..."
Eilon discusses the success rate of new products at Gong, noting that nearly all features developed are utilized by a significant number of users. He reflects on the challenges of ensuring quality and the importance of understanding customer needs to drive product adoption.
"it's it's in a way it's replicating this but it was successful at the time it wasn't it was like maybe 80% intentional at a time and at some point you take the stuff at works and you make it 100% inte..."
Eilon describes Gong's approach to product development as a 'cheat code' for expanding product lines and enhancing customer satisfaction. He emphasizes the value of listening to customers and building features that directly address their needs.
"than most companies and this feels like a cheat code of how to build new product lines expand product expansion Tam expansion like ways to add new ways to charge your existing customers and it feels l..."
Eilon explains the significance of autonomy and trust within Gong's teams. He shares a personal story about a school picnic to illustrate how giving people the freedom to contribute their unique ideas leads to better outcomes and a more engaged team.
"something else you mentioned this word autonomy so when I ask people a Gong uh what to ask you and what stands out about you to them as a product leader the most often term they came up is autonomy an..."
In this segment, Eilon elaborates on how Gong empowers its product teams to make decisions based on customer feedback. He emphasizes the importance of responsibility and confidence in decision-making, allowing teams to operate independently while still soliciting feedback.
"tried it out and what happened was really kind of fascinating people were going out to the specialty stores and bringing like Specialties we're Bas I'm based in Israel so they were going to this homel..."
Eilon shares examples of how autonomy has led to substantial features at Gong, including initiatives that originated from hackathons. He highlights the importance of resource allocation and the organic growth of ideas within the team.
"them let them keep doing the thing and let them choose what they want to work on yeah there's many many obviously education systems or principles that that are are along those lines I mean the person ..."
Eilon discusses the cultural shift required for leaders to grant autonomy to their teams. He emphasizes the need for leaders to let go of control and the importance of aligning peers within the organization to support this approach.
"know enough do I need more input uh how how how up do I go um so it's uh and that requires them to think you know how confident am I in my in my decisions so is the way is the culture basically you gi..."
Eilon shares insights on how empowering teams with autonomy can lead to significant product features. He recounts an example from a hackathon where a team took the initiative to build an AI fine-tuning feature, illustrating the importance of resource allocation and bottom-up innovation in product development.
"an example of a product or a really important feature that came out of this way of working where team just like I I you don't think that's a good idea I'm just going to do it anyway I don't think it g..."
In this segment, Eilon emphasizes the need for trust within teams and across departments to foster a culture of experimentation. He discusses the balance between granting autonomy and maintaining visibility, highlighting the importance of leaders letting go of control to enhance team morale and engagement.
"and some product leaders might be thinking oh I want to work this way I want to give my teams more freedom or trust what do you what needs to be true and your org for this to work well versus does it ..."
Eilon explains the integration of sales into the product development process, describing how sales teams are considered part of the virtual pod. He discusses the importance of direct communication between sales and product teams to ensure that customer feedback is effectively incorporated into product features.
"really good example with the sales example which is great do you encourage the sales folks to talk directly to the Pod to ask about these sorts of things or do you discourage that sort of communicatio..."
Eilon reflects on the advantages of collaborating closely with design partners during product development. He argues that this approach minimizes the risk of building features that may not resonate with users, contrasting it with traditional methods that rely on post-launch feedback.
"right so I think it's just like even like I I hate terms such as risk that's a very like I don't know like IG use term but just the risk of building something you're not going to know if it's going to..."
Eilon shares his philosophy on making quick decisions, even for significant choices. He references Isaac Asimov's story 'The Machine That Won the War' to illustrate the importance of trusting instincts and making timely decisions rather than overanalyzing, which can lead to paralysis by analysis.
"speed and optimizing for velocity something that I've heard about you is that you're really big on just making really quick decisions even like oneway door decisions that are really big your philosoph..."
In this segment, Eilon discusses how experience in a specific domain enhances decision-making capabilities. He emphasizes the importance of having a deep understanding of the market and customer needs to make informed decisions quickly, contrasting it with decisions in unfamiliar territories.
"there's been recent conversations on this podcast where Spotify has this kind of value they call talk is cheap and it's meant to be a virtue talk is cheap so let's just talk a lot before we make a dec..."
Eilon reflects on Gong's early adoption of AI and the lessons learned over the years. He cautions against the extremes of relying solely on data scientists or assuming that LLMs can solve all problems, stressing the need for a balanced approach that includes both expertise and operational rigor.
"for a bit you guys were very early on AI you're working on basically I was like your product was built on machine learning back then is what it was called uh before it was cool and everyone probably t..."
Eilon discusses the essential roles and skills needed for effective AI implementation within companies. He highlights the importance of having data scientists who can guide product teams in making informed decisions about AI projects, ensuring that the right expertise is available to navigate the complexities of AI development.
"assume you can just Outsource all your AI Magic model building to the foundational model companies you need to have your own AI expertise ml expertise yeah or even if you end up Outsourcing the core w..."
Eilon shares insights on Gong's pod model, which allows teams to work autonomously in the fast-evolving AI landscape. He explains how this structure enables rapid iteration and innovation, giving teams the flexibility to adapt to changes in AI technology and market demands.
"scientists are the people who know how to measure these things is this model better or is this model better is this prompt better is this Pro not better and the judge then the Judgment right so when g..."
Eilon introduces the Spiral Method, a technique he developed for quickly mastering complex topics. He explains how this method involves engaging with multiple sources and gradually deepening understanding, allowing learners to identify when they have reached a sufficient level of knowledge.
"and tell us that you know gong AI is well it's more accurate than others yes there's some combination of models we built from scratch fine tuned because we have ai expertise but some of it is also how..."
In this segment, Eilon illustrates how he applies the Spiral Method to understand customer personas and use cases. He emphasizes the importance of iterative conversations to refine insights and make informed decisions, showcasing the practical application of his learning strategy.
"quickly on using llms or using non LMS you know slms people now say small language models but whatever the thing is they can iter it very very quickly awesome okay couple more things I want to touch o..."
Eilon discusses the significance of defining a narrow ideal customer profile (ICP) for Gong's initial market strategy. He explains how focusing on a specific segment allowed for deeper engagement and a more effective product-market fit, ultimately leading to greater success.
"material kind of becomes the way it is and it's sort of the temperature goes SL slightly down and eventually become a crystal or whatnot there is an element to this I think in learning as well which i..."
Eilon reflects on the advantages of targeting a narrow market segment, sharing anecdotes about how this approach led to viral growth for Gong. He emphasizes that a focused strategy fosters community and conversation among customers, enhancing brand visibility and adoption.
"well if I heard it from three people I didn't learn anything new I'm sort of at the bullseye of course at the level I am so I'm never I'm I'm never going to be like a deep learning specialist in the s..."
Eilon candidly shares lessons learned from previous failures in his career, particularly regarding market expansion and product-market fit. He discusses the importance of avoiding common pitfalls and the value of focusing on a well-defined customer base to ensure sustainable growth.
"they care about is different than set sales people like selling new business or different than I contact center sellers um when you start hearing the same thing you're like okay I kind of got to where..."
In this segment, Eilon emphasizes the need for iteration and focus in product development. He recounts experiences from his past that highlight the necessity of refining strategies based on customer feedback and market dynamics to achieve long-term success.
"we're targeting here's the list of constraints we're going to Target people selling their product in the US in English over video conference uh using WebEx which was the big one at the time selling so..."
Eilon discusses the inevitability of failures in entrepreneurship and how they can serve as valuable learning experiences. He shares insights on how to leverage mistakes to inform future decisions and foster resilience in the face of challenges.
"better than that so we had one customer in I think it was L'Oreal or I know one of the Cosmetics companies in American Express in Cisco like different Industries and there was no way we could scale it..."
In the lightning round, Eilon shares rapid-fire insights and recommendations, including his favorite books and key takeaways from his experiences. This segment provides a quick glimpse into his thoughts on leadership, learning, and innovation.
"each other and there is an assumption that you're not like burying yourself at this Market I love because because today like I said at the very top of this conversation you're just so ubiquitous like ..."
Eilon Reshef reflects on Gong's early struggles with product-market fit and the mistakes made in hiring too many salespeople without a clear ideal customer profile (ICP). He emphasizes the importance of learning from past errors to avoid repeating them in future endeavors.
"called Product Market fit I don't know that the term even existed there and they were like nah you know what investors told us he got hire more people so we hired I know 20 salespeople all of them fai..."
In this segment, Eilon shares his top book recommendations for effective management, highlighting 'The Ideal Executive' as a key resource. He discusses its insights on leadership characteristics and how understanding these traits can enhance team dynamics and discussions.
"awesome thank you for sharing that with that we' reached our very exciting lightning round are you ready sure let's do it first question what are two or three books that you find yourself recommending..."
Eilon discusses the importance of effective communication in organizations, recommending 'Crucial Conversations' as a valuable resource. He emphasizes the need for skills in conducting difficult conversations to foster better relationships and understanding within teams.
"the ideal executive allog together so you're just reinforcing yourself uh but joke aside is basically kind of gives you the it it try to sort of um Define people by four characteristics I think misnam..."
Eilon shares his recent enjoyment of the British TV series 'Slow Horses,' praising its blend of humor and intelligence. He reflects on the show's unique qualities and how it stands out in the landscape of contemporary television.
"thought there was like the four good ways of looking at people as a manager as a leader of course um that's one but I think even if you disagree with those four uh just Recon just like understanding t..."
Eilon humorously recounts his experience with a dishwasher cutlery caddy, explaining how losing it led to a clever kitchen organization hack. He shares insights on how simple products can significantly improve daily routines and efficiency.
"sure yeah great uh any of the other books before we move on yeah that one's gonna probably start I I like crucial conversation that's gonna in the beat path it's like how to conduct conversations with..."
In a light-hearted discussion, Eilon explores the idea of having two dishwashers for better kitchen management. He shares a friend's suggestion and reflects on how this concept could revolutionize the way we handle dirty and clean dishes.
"kind of comedies tend to be pretty kind of lowest common denominator that one seemed still fun and and witty at the same time so that's my latest that I kind of really kind of enjoyed watching even th..."
Eilon introduces the concept of Hanlon's Razor, which suggests that we should not attribute to malice what can be adequately explained by stupidity. He discusses how this perspective can help in understanding others' actions and fostering a more positive work environment.
"completely obscure and and unintentional way I'll give you an even crazier idea that uh a previous guest had uh suggests Rory southernland has this pitch that you should have two dishwashers everyone ..."
Eilon shares insights into lesser-known Israeli foods, emphasizing the rich culinary heritage of the region. He highlights unique dishes like 'sa,' a pita filled with hummus and eggplant, and invites listeners to explore the diverse flavors of Israeli cuisine.
"love that quote I think of it often when somebody's doing something that's annoying me final question you mentioned that you uh are from Israel you live in Israel you mentioned delicious food humus is..."
Eilon wraps up the conversation by sharing how listeners can connect with him on LinkedIn and learn more about opportunities at Gong. He encourages potential candidates to explore career options within the company and expresses gratitude for the discussion.
"here there is there is a thing called sa for example nobody knows of it it's it's people claim it came from the people who came from Iraq but my my wife's father came from Iraq he's like we've never s..."