From 90ca7ba8b09696524916f445ab5900ffa313b4d5 Mon Sep 17 00:00:00 2001 From: Michael Pinto <147431865+pintomi1989@users.noreply.github.com> Date: Wed, 10 Jul 2024 19:43:01 -0400 Subject: [PATCH] Update to customer success handbook - CSM meeting prep (#20262) # Checklist for submitter If some of the following don't apply, delete the relevant line. - [ ] Changes file added for user-visible changes in `changes/`, `orbit/changes/` or `ee/fleetd-chrome/changes`. See [Changes files](https://fleetdm.com/docs/contributing/committing-changes#changes-files) for more information. - [ ] Input data is properly validated, `SELECT *` is avoided, SQL injection is prevented (using placeholders for values in statements) - [ ] Added support on fleet's osquery simulator `cmd/osquery-perf` for new osquery data ingestion features. - [ ] Added/updated tests - [ ] If database migrations are included, checked table schema to confirm autoupdate - For database migrations: - [ ] Checked schema for all modified table for columns that will auto-update timestamps during migration. - [ ] Confirmed that updating the timestamps is acceptable, and will not cause unwanted side effects. - [ ] Ensured the correct collation is explicitly set for character columns (`COLLATE utf8mb4_unicode_ci`). - [ ] Manual QA for all new/changed functionality - For Orbit and Fleet Desktop changes: - [ ] Manual QA must be performed in the three main OSs, macOS, Windows and Linux. - [ ] Auto-update manual QA, from released version of component to new version (see [tools/tuf/test](../tools/tuf/test/README.md)). --- handbook/customer-success/README.md | 9 +++++++++ 1 file changed, 9 insertions(+) diff --git a/handbook/customer-success/README.md b/handbook/customer-success/README.md index 57d82480c2..d11008c156 100644 --- a/handbook/customer-success/README.md +++ b/handbook/customer-success/README.md @@ -24,6 +24,15 @@ Occasionally, we will need to track public issues for customers and prospects wh 1. The team member creating the issue will choose an appropriate minor planet name from this [Minor planets page](https://minorplanetcenter.net//iau/lists/MPNames.html) (alphabetical). 2. Create a label in the fleetdm/fleet and fleetdm/confidential repos which can be attached to current and future issues for the customer or prospect. As part of the label description in the fleetdm/confidential repo, add the customer or prospect name. This way, we maintain a confidential mapping of codename to customer or prospect. +### Prepare for routine customer meeting + +Before a routine customer call, the CSM prepares an agenda including the following items: +1. Customer and Fleet expected attendees +2. Release notes for the latest version of Fleet +3. Update notes for which version of Fleet the customer is running (if self-hosted) +4. Follow ups to the agenda from the previous call or Slack +5. Provide updates to open feature requests (can be done monthly or quarterly) +6. Provide updates to open bug reports ### Create customer support issue Locate the relevant issue or create it if it doesn't already exist (to avoid duplication, be creative when searching GitHub for issues - it can often take a couple of tries with different keywords to find an existing issue). When creating a new issue, make sure the following: