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Add Fleet rituals for customers section (#5151)

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* Add Fleet rituals for customers section 

Polished up the notes I took discussing the Customers team rituals w/ @tgauda

* Moved rituals section 

It's above the slack channels section now.  Waiting to confirm the format before I change it.
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Nathanael Holliday 2022-04-15 19:31:54 -05:00 committed by GitHub
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handbook/customers.md
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@ -98,6 +98,28 @@ Fleet's self-service license dispenser is the best way to generate trial license
To generate a trial license key for a larger deployment, [create an opportunity issue](https://github.com/fleetdm/confidential/issues/new/choose) for the customer and follow the instructions in the issue for generating a trial license key.
## Fleet rituals for customers
The following rituals are engaged in by the directly responsible individual (DRI) and at the frequency specified for the ritual.
| Ritual | Description | DRI |
|:-----------------------------|:----------------------------------------------------|-------------------|
| Overnight customer feedback | Check Slack daily for customer feedback that occurred outside of usual business hours.| Tony Gauda |
| Customer Slack channel monitoring | Continuously monitor Slack for customer feedback, feature requests, reported bugs, etc. and respond <1 hour. | Tony Gauda |
| Weekly customer debrief | Discuss customer questions, requests and issues with the product team. | Tony Gauda |
| Stand up ritual | Information sharing and issue prioritization meeting with the engineering team, occurs 3 - 4 times per week. | Tony Gauda |
| Daily follow up | Follow up and tag appropriate personnel for follow up on customer items in progress and items that remain unresolved. | Tony Gauda |
| Customer request backlog | Check-in before product office hours to ensure that all information necessary has been gathered before presenting customer requests and feedback to the product team. Occurs every week on the same day as the product office hours ritual. | Tony Gauda |
| Product office hours | Present tickets and items brought to Fleet's attention by customers that are interesting from a product perspective and advocate for customer requests. Occurs weekly. | Tony Gauda |
| Sales huddle | Meet with sales team every two weeks to gain sales pipeline visibility for business intelligence and product development purposes, such as testing scalability for potential customer's needs, predicting product success obstacles, etc. | Tony Gauda |
| Product review | Occurs every three weeks, meet with product team to gain product pipeline visibility in order to gather info on new features and fixes in the next release. | Tony Gauda |
| Release announcements | Update customers on new features and resolved issues in an upcoming release, happens every three weeks. | Tony Gauda |
| Customer meetings | Check-in on how product and company is performing, provide updates on new product features or progress on customer requests. Typically occur every Thursday, these are private meetings with one meeting for each individual commercial customer. | Tony Gauda |
| Advisory meetings | Peer network feedback and Q& with other industry professionals. Mostly discussions on refining process. Vary somewhat in frequency, but occur at least once per quarter. | Tony Gauda |
| Internal follow up ritual | Go through Fleet's internal Slack channels to check for any relevant new information or tasks from other teams. | Tony Gauda |
## Slack channels
The following [Slack channels are maintained](https://fleetdm.com/handbook/company#group-slack-channels) by this group:
@ -113,5 +135,8 @@ The following [Slack channels are maintained](https://fleetdm.com/handbook/compa
Occasionally users will either email or Slack questions about product usage. We will track these requests and occasionally update our documentation to simplify things for our users. We have a Zapier integration that will automatically create an entry in our customer questions Google doc (in Slack, right-click on the customer question and select send to Zapier). At the end of the week, one of our team members will take each request in the spreadsheet and make any helpful documentation updates to help prevent similar questions in the future.
<meta name="maintainedBy" value="tgauda">