From b1cf5a55f378ea10239f51c29b080a99a885033b Mon Sep 17 00:00:00 2001 From: Sam Pfluger <108141731+Sampfluger88@users.noreply.github.com> Date: Wed, 21 Feb 2024 15:33:11 -0600 Subject: [PATCH] Add customer-success rituals (#17062) --- handbook/customer-success/README.md | 3 +- .../customer-success.rituals.yml | 65 ++++++++++++++++--- handbook/sales/README.md | 16 +---- 3 files changed, 57 insertions(+), 27 deletions(-) diff --git a/handbook/customer-success/README.md b/handbook/customer-success/README.md index 56b1680641..245cab5a98 100644 --- a/handbook/customer-success/README.md +++ b/handbook/customer-success/README.md @@ -5,8 +5,7 @@ This handbook page details processes specific to working [with](#contact-us) and | Role | Contributor(s) | |:--------------------------------------|:------------------------------------------------------------------------------------------------------------------------| | VP of Customer Success | [Zay Hanlon](https://www.linkedin.com/in/zayhanlon/) _([@zayhanlon](https://github.com/zayhanlon))_ -| Customer Success Manager (CSM) | [Jason Lewis](https://www.linkedin.com/in/jlewis0451/) _([@patagonia121](https://github.com/patagonia121))_ -| Customer Success Manager (CSM) | [Michael Pinto](https://www.linkedin.com/in/michael-pinto-a06b4515a/) _([@pintomi1989](https://github.com/pintomi1989))_ +| Customer Success Managers (CSM) | [Jason Lewis](https://www.linkedin.com/in/jlewis0451/) _([@patagonia121](https://github.com/patagonia121))_, [Michael Pinto](https://www.linkedin.com/in/michael-pinto-a06b4515a/) _([@pintomi1989](https://github.com/pintomi1989))_ | Customer Solutions Architect (CSA) | [Brock Walters](https://www.linkedin.com/in/brock-walters-247a2990/) _([@nonpunctual](https://github.com/nonpunctual))_ | Customer Support Engineer (CSE) | [Kathy Satterlee](https://www.linkedin.com/in/ksatter/) _([@ksatter](https://github.com/ksatter))_, [Grant Bilstad](https://www.linkedin.com/in/grantbilstad/) _([@Pacamaster](https://github.com/Pacamaster))_, Ben Edwards _([@edwardsb](https://github.com/edwardsb))_ | Infrastructure Engineer | [Robert Fairburn](https://www.linkedin.com/in/robert-fairburn/) _([@rfairburn](https://github.com/rfairburn))_ diff --git a/handbook/customer-success/customer-success.rituals.yml b/handbook/customer-success/customer-success.rituals.yml index cccea45fc8..27046f38f2 100644 --- a/handbook/customer-success/customer-success.rituals.yml +++ b/handbook/customer-success/customer-success.rituals.yml @@ -9,15 +9,12 @@ labels: [ "#g-customer-success" ] # label to be applied to issue repo: "confidential" - - task: "Upgrade Managed Cloud" # Title that will actually show in rituals table - startedOn: "2024-02-08" # Needs to align with frequency e.g. if frequency is every thrid Thursday startedOn === any third thursday - frequency: "Weekly" # must be supported by - description: "Upgrade each Managed Cloud instance to the latest version of Fleet" # example of a longer thing: description: "[Prioritizing next sprint](https://fleetdm.com/handbook/company/communication)" - moreInfoUrl: "https://github.com/fleetdm/fleet/releases" #URL used to highlight "description:" test in table - dri: "rfairburn" # DRI for ritual (assignee if autoIssue) (TODO display GitHub proflie pic instead of name or title) - autoIssue: # Enables automation of GitHub issues - labels: [ "#g-customer-success" ] # label to be applied to issue - repo: "confidential" + task: "Process new requests" + startedOn: "2023-09-04" + frequency: "Daily" + description: "Prioritize all new requests including issues and PRs within one business day." + moreInfoUrl: "https://fleetdm.com/handbook/company/communications#process-new-requests" + dri: "zayhanlon" - task: "Overnight customer feedback" startedOn: "2024-02-08" @@ -25,4 +22,52 @@ description: "Respond to messages and alerts" moreInfoUrl: "https://fleetdm.com/handbook/customer-success#respond-to-messages-and-alerts" dri: "ksatter" - \ No newline at end of file +- + task: "Monitor customer Slack channels " + startedOn: "2024-02-08" + frequency: "Daily" + description: "Continuously monitor Slack for customer feedback, feature requests, reported bugs, etc., and respond in less than an hour." + moreInfoUrl: "https://fleetdm.com/handbook/company/communications#customer-support-service-level-agreements-slas" # TODO: add responsibility on customer-success readme + dri: "ksatter" +- + task: "Follow-up on unresolved customer questions and concerns" + startedOn: "2024-02-08" + frequency: "Daily" + description: "Follow-up with and tag appropriate personnel on customer issues and bugs in progress and items that remain unresolved." + moreInfoUrl: "https://fleetdm.com/handbook/company/communications#customer-support-service-level-agreements-slas" # TODO: add responsibility on customer-success readme + dri: "ksatter" +- + task: "Prepare for customer voice" + startedOn: "2024-02-23" + frequency: "Weekly" + description: "Prepare and review the health and latest updates from Fleet's key customers and active proof of concepts (POCs)." + moreInfoUrl: "" # TODO: add responsibility on customer-success readme starting point == "Prepare and review the health and latest updates from Fleet's key customers and active proof of concepts (POCs), plus other active support items related to community support, community engagement efforts, contact form or chat requests, self-service customers, outages, and more." + dri: "patagonia121" +- + task: "Prepare customer requests for feature fest" + startedOn: "2024-02-12" + frequency: "Triweekly" + description: "Check-in before the 🗣️ Product Feature Requests meeting to make sure that all information necessary has been gathered before presenting customer requests and feedback to the Product team." + moreInfoUrl: "" # TODO: add responsibility on customer-success readme starting point == "Prepare and review the health and latest updates from Fleet's key customers and active proof of concepts (POCs), plus other active support items related to community support, community engagement efforts, contact form or chat requests, self-service customers, outages, and more." + dri: "patagonia121" +- + task: "Present customer requests at feature fest" + startedOn: "2024-02-15" + frequency: "Triweekly" + description: "Present and advocate for requests and ideas brought to Fleet's attention by customers that are interesting from a product perspective." + moreInfoUrl: "" # TODO: add responsibility on customer-success readme starting point == "Prepare and review the health and latest updates from Fleet's key customers and active proof of concepts (POCs), plus other active support items related to community support, community engagement efforts, contact form or chat requests, self-service customers, outages, and more." + dri: "patagonia121" +- + task: "Communicate release notes to stakeholders" + startedOn: "2024-02-21" + frequency: "Triweekly" + description: "Update customers on new features and resolved bugs in an upcoming release." + moreInfoUrl: "" # TODO: add responsibility on customer-success readme starting point == "Prepare and review the health and latest updates from Fleet's key customers and active proof of concepts (POCs), plus other active support items related to community support, community engagement efforts, contact form or chat requests, self-service customers, outages, and more." + dri: "patagonia121" +- + task: "Upgrade Managed Cloud" + startedOn: "2024-02-08" + frequency: "Weekly" + description: "Upgrade each Managed Cloud instance to the latest version of Fleet" + moreInfoUrl: "https://github.com/fleetdm/fleet/releases" + dri: "rfairburn" diff --git a/handbook/sales/README.md b/handbook/sales/README.md index 534915b4b2..6e2d69160d 100644 --- a/handbook/sales/README.md +++ b/handbook/sales/README.md @@ -18,24 +18,10 @@ This handbook page details processes specific to working [with](#contact-us) and - Please **use issue comments and GitHub mentions** to communicate follow-ups or answer questions related to your request.