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Customer request handbook: Communicate feedback on prioritized customer requests (#30859)

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Noah Talerman 2025-07-15 03:25:02 -04:00 committed by GitHub
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handbook/customer-success/README.md
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@ -188,7 +188,7 @@ All infrastructure alarms (fleetdm.com and Managed Cloud) will go to #help-p1. W
When Fleet [prioritizes](https://fleetdm.com/handbook/company/product-groups#feature-fest) a new customer request, the Product Designer (PD) adds the `~customer request` label to the feature request issue and files a user story that's brought through [drafting](https://fleetdm.com/handbook/product-design#drafting).
Sometimes during drafting or after the user story is released, the PD will ask the appropriate Customer Success Manager (CSM) to bring wireframes or released improvements to the customer for feedback. When this happens, PD assigns the CSM and adds the `#g-customer-success` label.
After the user story is released, the PD will ask the appropriate Customer Success Manager (CSM) to bring the released improvements to the customer for feedback. When this happens, PD assigns the CSM and adds the `:help-customers` label.
If the improvements meet the customer's needs, the request issue is closed with a comment that @ mentions the PD. If the improvements are missing something in order to meet the customer's needs, the CSM adds feedback as comment (Gong snippet, Slack thread, or meetings notes), @ mention the PD, and unsassign themselves from the request issue.