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Handbook/sales#change-a-contacts-org (#26712)

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- Update and link account name
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@ -59,7 +59,7 @@ To track an objection you heard from a prospect, follow the relevant steps in ["
### Change a contact's organization in Salesforce
Use the following steps to change a contact's organization in Salesforce:
- If the contact's organization in Salesforce is incorrect but their new organization is unknown, navigate to the contact in Salesforce and change the "Account name" to "?" and save.
- If the contact's organization in Salesforce is incorrect but their new organization is unknown, navigate to the contact in Salesforce and change the "Account name" to "[? (Unsure)](https://fleetdm.lightning.force.com/lightning/r/Account/0014x000025JC8DAAW/view)" and save.
- If the contact's organization in Salesforce is incorrect and we know where they're moving to, navigate to the contact in Salesforce, change the "Account name" to the contact's new organization, and save.
@ -122,106 +122,6 @@ To close a deal with a new customer (non-self-service), create and complete a Gi
- Any questions answered by the infra team will be added to the handbook by the SC.
<!-- 2024-11-16 We noticed some content in these sections was outdated, so we're using this opportunity to try out a different structure ± altitude level for the content for on this page
### Review rep activity
Following up with people interested in Fleet is an important part of finding out whether or not they'd like to continue the process of buying the product. It is also very important not to be annoying. At Fleet, team members follow up with people, but not too often.
To help coach reps and avoid being annoying to Fleet users, Fleet reviews rep activity on a regular basis following these steps:
1. In Salesforce, visit the activity report on your dashboard.
2. For each rep, review recent activity from the last 30 days across all of that rep's accounts.
3. If outreach is too frequent or doesn't fit the company's strategy, then set up a 30 minute coaching session to discuss with the rep.
Every week, AEs will review the status of all qualified opportunities with leadership in an opportunity pipeline review meeting. For this meeting, reps will:
1. Update the following information in Salesforce for every opp:
- Contacts (and Roles)
- Amount
- Close date
- Stage
- Next steps
2. Make sure all contacts have been sent a connection request from Mike McNeil.
3. Identify and discuss where gaps are in [MEDDPICC](https://handbook.gitlab.com/handbook/sales/meddppicc/).
4. Relay how many meetings they had with attendees from both IT and security this week.
### Conduct a POV
We use the "tech eval test plan" as a guide when conducting a "POV" (Proof of Value) with a prospect. This planning helps us avoid costly detours that can take a long time, and result in folks getting lost. The tech eval test plan is the main document that will track success criteria for the tech eval.
When we have had sufficient meetings and demos, including an overview demo and a customized demo, and we have qualified the prospect, when the prospect asks to "kick the tires/do a POC/do a technical evaluation", the AE moves the opportuity to "Stage 3 - Requested POV" phase in Salesforce. Automation will generate the tech eval test plan. This doc will exist in Google Drive> Sales> Opportunities> "Account Name".
The AE and SC will work together to scope the POV with the prospect in this stage. The AE and SC will work together to answer the following questions:
1. Do we have a well-defined set of technical criteria to test and are we confident that Fleet can meet this criteria to achieve a technical win?
2. Do we have a timeline agreed upon?
3. What are the key business outcomes that will be verified as a result of completing the tech eval?
If the above questions are answered successfully, the opportunity should progress to tech eval. If we cannot answer the questions above successfully, then the POV should not start unless approved by the CRO.
During Stage 4, follow this process:
1. SC creates a [tech eval issue](https://github.com/fleetdm/confidential/issues/new?assignees=&labels=%23g-sales&projects=&template=technical-evaluation.md&title=Technical+evaluation%3A+___________________).
2. SC updates the issue labels to include: "~sc, :tech-eval" and the obfuscated "prospect-codename" label. See [Assign a customer a codename](https://fleetdm.com/handbook/customer-success#assign-a-customer-codename). Instead of
"customer-codename", prospects are labeled "prospect-codename". When a prospect purchases Fleet, the SC will edit this label from "prospect-codename" to "customer-codename".
3. SC sets the appropriate sprint duration based on the defined timelines and an estimation of effort in points.
4. SC converts the issue to an Epic. All issues related to this prospect tech eval (ie: cloud instance deployments, etc.) should be added to the newly created epic.
5. All check-in meetings and notes taken are documented in the tech eval test plan document. Any TODO item will be added as a comment to the tech eval issue epic.
6. The SC presents the tech eval test plan and feature tracker used for the tech eval to the CS team upon the prospect's transition to Fleet customer.
### Hand off a technical evaluation to a temporary DRI
Tech evals will have a DRI at all times; should the DRI be unavailable (ie: vacation), a hand off process to a temporary DRI will be required. In advance of vacation time (target one week in advance), refer to the following examples and review with each individual that will act as the temporary DRI for the technical evaluation while you are away. This can be documented as a google doc or can be added to the relevant tech eval epic issue in github.
Ensure that our valued customers know that you will be away and that the temporary DRI has been debriefed on their setup and can handle any technical questions that come up.
```
Active Technical Evaluations (TechEvals), workshops that need monitoring:
Account Name:
Issue link:
Status: Cloud instance deployed, 1st enablement session complete, MDM assets generated, need to create infrastructure request to get deployed
AE:
Background: First workshop completed <date>
Documentation: link to Tech eval plan
Slack Channel (external): #fleet-at-
Slack Channel (internal): #op-
Temp Transfer to: Temp technical DRI
Likely to convert to demo:
Account name:
Issue Link:
Status: RFP complete, video content delivered via consensus, awaiting further requests for Demo (Live)..
AE:
Background:
Documentation: gong links, meeting minutes links, summary
Slack Channel (external): n/a
Slack Channel (internal): #op-
Temp Transfer to: Temp technical DRI
```
- **Documenting a prospect call:** When we do prospect calls, add the prospect's name in both the google doc title and the heading, ex. "Alex + Natalie (Fleet + Acme Co)." This makes it easier when searching for the document later.
- **Before a prospect call(48hrs):** Check the calendar invite 48hrs before the meeting to determine if the prospect has accepted the invitation.
- If the prospect has not accepted the invitation, reach out to confirm attendance (e.g., EAs, email, Slack).
- Test the Zoom Meeting link to make sure that it is working.
- Make sure that agenda documents are attached and accessible to meeting attendees (as appropriate to the situation).
- **Day of the prospect call:** Join the meeting two to three minutes before the start time.
- **Missed prospect call:** If the prospect does not join the call after three minutes, contact the prospect with
- Slack, if we have a shared channel.
- email, using the email address from the calendar invite.
- LinkedIn, send a direct message.
- phone, try finding their number to text and/or call (as appropriate to the device type: landline vs. cell phone).
- an alternative date and time. Suggest two to three options from which the prospect can choose.
- Confirm that contact information is accurate and that the prospect can receive and access meeting invites.
-->
## Rituals