@@ -7,10 +7,10 @@ description: To Outline the framework for the SME Cadences and meetings that sho
### **SME Cadence Framework**
1. The SME Program Lead should set up the calendar of SME calls and cadences as specified by the framework below.
2. Each program should have two calls per month, one, to calibrate, manage, allocate, categorize and prioritize requests, as well as update the lifecycle and the second to meet with the PMs for any updates.
1. The SME Program and SME Area Leads should set up the calendar of SME calls and cadences as specified by the framework below.
2. Each program should have two calls per month, one, to calibrate, manage, allocate, categorize and prioritize requests, and the second to meet with the PMs for any updates.
3. The SME Program Lead should ensure that SME Area Leads are represented in the ARR Driver meeting and PMs would be in attendance.
4. The SME Program Lead should set up appropriate slack channels
4. The SME Area Leads should set up appropriate [SME slack channels](/handbook/solutions-architects/sa-practices/subject-matter-experts/sme-request/#sme-slack)
@@ -38,7 +38,7 @@ The objective of this meeting is to provide a forum in which SME Leads, along wi
---
### **SME Area Pod Meeting**
### **SME Area Pod Meeting** {#sme-area-pod-cadence}
Each SME Area Lead should hold a synchronous meeting with their regional SMEs per Area at least once a month. SME Associates can also attend.
@@ -72,7 +72,7 @@ Since SMEs are located globally, the meeting should be scheduled every month, wi
---
### **Product Management/ SME Area Cadence Meeting**
### **Product Management/ SME Area Cadence Meeting** {#sme-product-cadence}
SME Area Leads would chair the meeting along with their PM counterparts, review the SME Area Issue board, and give context on any prioritized new requests.
@@ -94,16 +94,26 @@ Since GitLab releases are once a month, this also can be an opportunity for PMs
#### **Agenda**
* SMEs to Review New and Updated Customer Requests
* SME Area Lead would review new customer requests with PMs. Set Status as reviewed
* PMs to highlight which requests would be backlogged, or accepted as per SLA
* PMs to relay any updates to any requests, that can be relayed backed to customers
* Facilitate joint customer visits or calls between SMEs and Product Managers to gather direct feedback and understand customer needs.
* Customer Trends and Adoption
* Implement a system for SMEs to track and report on new feature adoption and impact in their regions, providing valuable data to Product Management.
* Feedback loop where SMEs can share customer insights and market trends with Product Management to inform product decisions.
* Collateral Updates
* Involve SMEs in updating or creating FAQs for the handbook to ensure accurate and up-to-date information.
* Review the topics for the next Technical Skills exchange.
* SME Enablement Updates
* Organize opportunities for SMEs to shadow Product Managers to better understand the product development process and decision-making.
* PMs can engage requst SMEs to participate in beta programs to test and provide feedback on new features before general release.
* PMs to demo, enable, or solicit feedback from SMEs on upcoming changes, or even solicit beta participants for future functionality.
* PMs to update roadmap presentations, walk through any new functionality, and share with SMEs so that they can deliver roadmap presentations as appropriate.
* Review the topic for the next Technical Skills exchange.
---
### **Regional SME Corner Updates**
### **Regional SME Corner Updates** {#sme-corner}
The SMEs during their regional SA calls should have an opportunity to provide updates or get feedback from the SAs within the region.
@@ -113,9 +123,28 @@ The SMEs during their regional SA calls should have an opportunity to provide up
The [Technical Skills Exchange initiative](https://gitlab.com/gitlab-com/sales-team/field-operations/enablement/-/issues/2800) should be supported by all SMEs.
* On a bi-weekly basis, PMs and SMEs can meet to enable the SA and CSM community, to facilitate demos, and update the SA, and CS org on topics that can reduce the gap of knowledge the field has.
* SMEs should use the Technical Skills Exchange to suggest and present on topics, as appropriate. This is the forum by which SMEs can learn and share their knowledgein the form of demos, mini workshops, and other formats.
* The SME Area is responsibile to ensure that recordings are categorized by Area: AI, App Security, Agile, Dedicated, CICD, Observation and placed in HighSpot or in the Handbook to form a list of resources by which we can onboard and train new SMEs. This should be used by all SME Associates to gain expertise in different areas.
* Each Technical Skills Exchange, no matter the topic or format, should cover:
* Context (Why does this feature exist)
* What was the thinking behind the new functionality, why was it needed
* What is the experience without this functionality? What would a customer resort to, or risk not having this functionality
* Any Architectural principles for implementation.
* Solution \<-- What is the GitLab solution/ demo it
* Value (What happens when you have 100's of this thing)
* What is the value to customers
* What are the principles to adopt this at scale.
---
### **SME Leaders Meeting**
SME Program Lead should meet with al SME Area Leads at least once a quarter
SME Program Lead should meet with all SME Area Leads at least once a quarter
@@ -5,14 +5,66 @@ description: Maintaining Collateral for each SME Area
---
## SME Context
## SME Content and Collateral (TBD)
To effectively organize and scale SME knowledge, we can implement the following structure:
1. Discovery Questions
- Develop a comprehensive list of discovery questions for each SME area
- Categorize questions by topic, complexity, and customer segment
- Regularly update and refine questions based on customer interactions
2. Frequently Asked Questions (FAQs)
- Compile FAQs for each SME domain
- Provide clear, concise answers with relevant examples
- Include links to additional resources or documentation
3. Standard Demos
- Create a library of standardized demos for common use cases
- Ensure demos are easily customizable for specific customer needs
- Maintain version control and update demos regularly
4. Knowledge Base
- Develop a centralized repository for SME knowledge
- Organize content by topic, product area, and difficulty level
- Include best practices, troubleshooting guides, and case studies
5. Learning Paths
- Design structured learning paths for each SME area
- Include recommended resources, training materials, and hands-on exercises
- Define milestones and assessments to track progress
6. Collaboration Tools
- Implement tools for SMEs to share knowledge and collaborate
- Set up regular knowledge-sharing sessions and workshops
- Encourage cross-functional collaboration between SMEs and other teams
7. Mentorship Program
- Establish a mentorship program pairing experienced SMEs with aspiring experts
- Define clear goals and expectations for mentors and mentees
- Track progress and provide feedback on mentorship relationships
8. Continuous Improvement
- Implement a feedback loop to gather insights from SAs and customers
- Regularly review and update SME content based on feedback and industry trends
- Measure the effectiveness of SME resources and adjust strategies accordingly
By implementing this structure, we can effectively scale SME knowledge, provide clear paths for skill development, and ensure consistent, high-quality support for customers across all SME areas.
The CS org has already started on content gathering, and creation of content. They have been meeting in Pods to accomplish this.
Here is the HighSpot page for the CS SME Hub of content. Here is the CS SME Charter that talks about solving the problem of version controlled enablement content.
Here is the HighSpot page for the [CS SME Hub of content](https://gitlab.highspot.com/items/667095b95cc9b08c87d40b68?lfrm=srp.0). Here is the [CS SME Charter](https://gitlab.com/gitlab-com/customer-success/subject-matter-experts/cs-subject-matter-experts) that talks about solving the problem of version controlled enablement content.
How can SAs help: We need to also have a process to scale the SME knowledge beyond the SMEs, for example: creating discovery questions, creating frequently asked questions by customers per and creating or using some standard demos..
How can Enablement Help: We can approach enablement to structure the content so that if someone wants to become a SME there is a path. This is a long term outcome.
The Technical Skills Exchange initiative can be utilized to that effect/
The [Technical Skills Exchange initiative](/handbook/solutions-architects/sa-practices/subject-matter-experts/sme-cadences/#sme-tech-skills) can be utilized to that effect
### StackOverflow (TBD)
Make sure that whoever is designated as an SME is listed as such in Stack Overflow. This will ensure that questions tagged with those relevant topics get routed to the right folks.
It should be part of the regular rigor that SMEs review questions in Slack (specifically #cs-questions) and Stack Overflow to ensure the answers are upvoted and relevant as new changes/features get released.
We can also use Stack Overflow for FAQs and Articles related to those particular areas.
@@ -5,25 +5,89 @@ description: Gather Feedback from Customers
---
### **Customer Feedback Loop**
Gathering and systematically relaying top asks from the field and customers to Product Management and Engineering, is one of the main responsibilities of a SME. This allows a collective view of feedback from the field with analysis, so that it does not always seem reactive, but constructively adds to and builds on a roadmap, with roadmap themes. The subject matter expert program can share the top ten requests from the field, with predetermined themes/ categories, rather than react individually or just have them go to a issue wasteland.
1. SAs and CSMs submit customer feedbacks and asks from the field via a process to be determined. (See action items below)
2. Program SMEs analyze and prioritize the asks via a point system async or on one of their cadence calls.
3. The top requests are presented and discussed by the Program SME DRIs at the monthly ARR driver meetings
4. The status of the requests are updated. Updates are relayed back to the Program SME DRIs who then provides updates during a regional SME call (see Cadences below)
### **Customer Feedback Framework and Process**
1. Determine the process by which SAs and CSMs submit customer feedbacks and asks from the field.
1. Suggest that there be a slack channel process where SAs can submit customer requests for enhancements, that automatically creates issues based on a predetermined template
2. Create appropriate templates so that the following is entered with each ask: Customer, Opportunity, Net ARR or ARR basis, Clear Description of Use Case (Current Challenge/ Context, What would a solution look like, What will change if there is a solution), Program Theme/ Sub Category, list of customers who also want this ask.
3. Need to determine a list of Sub Categories for each Program Area (work with PMs); Eg. AI: Chat, Code Suggestion, Vulnerability Analysis.
4. Determine a point system based on qualities of the request and assign a point total to each request \<-- This can be automated
5. SMEs for each Program Area meet sync or async to accept points or override and make it higher or lower priority. They also meet to provide context to Program SME DRIs. This can be twice a month.
6. Maintain a List of the Top requests
7. Maintain a Kanban board for each Program Area where each request can be assigned as new, accepted by PM, Added to Roadmap, Resolved, Declined, or placed to Backlog
8. SME program DIRs meet once a month with PMs to walk through the SME Kanban with PM reps
9. SMEs for each Program Area can present the Issue Board on their regional SA meetings and get requests verbally then also.
10. Distinguished between Feature Requests and Bugs/ Enhancements
## **Customer Feedback Loop**
Gathering and systematically relaying top asks from the field and customers to Product Management and Engineering, is one of the main responsibilities of a SME.
This allows a collective view of feedback from the field with analysis, so that it does not always seem reactive, but constructively adds to and builds on a roadmap, with roadmap themes.
The subject matter expert program can share the top ten requests from the field, with predetermined themes/ categories, rather than react individually or just have them go to a issue wasteland.
1. SAs and CSMs submit customer feedbacks and asks from the field via a process to be determined.
2. SMEs for each Area should analyze and prioritize the asks via a point system async or on one of their [pod cadence calls](/handbook/solutions-architects/sa-practices/subject-matter-experts/sme-cadences/#sme-area-pod-candence).
3. The top requests are presented and discussed by the SME Area Leads at the [monthly SME/ PM Cadence meetings](/handbook/solutions-architects/sa-practices/subject-matter-experts/sme-cadences/#sme-product-candence)
4. The status of the requests are updated. Updates are relayed back to the SMEs for each Area who then provides updates during a [regional SME call or SME Corner updates](/handbook/solutions-architects/sa-practices/subject-matter-experts/sme-cadences/#sme-corner).
## **Customer Feedback Framework and Process** (TBD)
1. Implement a GitLab issue template with the following fields, for customer feedback submission from SMEs:
- Customer name
- Opportunity details
- Net ARR or ARR basis
- Use case description:
- Current challenge/context
- Proposed solution
- Expected impact
- Program theme/sub-category
- List of other interested customers
2. Set up appropriate SME labels for the issue created, along with labels needed by Product Management
3. Assign Issues to appropirate themes (TBD)
### **Feedback Categorization**
1. Collaborate with Product Managers to define sub-categories for each Program Area.
2. Example sub-categories for AI:
- Chat
- Code suggestion
- Vulnerability analysis
### **Prioritization System**
1. Develop an automated point system based on request attributes:
- Customer tier
- Potential revenue impact
- Number of interested customers
- Alignment with strategic goals
2. Implement a GitLab CI/CD job to calculate and assign points to each request.
### **SME Review Process**
1. Schedule [bi-weekly meetings for SMEs in each Program Area](/handbook/solutions-architects/sa-practices/subject-matter-experts/sme-cadences/#sme-pod-cadence) to:
- Review and validate point assignments
- Adjust priorities as needed
- Provide context to SME Area DRIs
### **Feedback Tracking**
1. Create a "Top Requests" list for each Program Area.
2. Set up an issue board for each SME Area in GitLab, using the appropriate SME Labels with the following statuses:
- New
- Accepted by PM
- Added to Roadmap
- Resolved
- Declined
- Backlog
### **PM Collaboration**
1. Schedule [monthly meetings between SME Area Leads and Product Managers](/handbook/solutions-architects/sa-practices/subject-matter-experts/sme-cadences/#sme-product-cadence).
2. Use these meetings to review the SME Area Issue Board and discuss request statuses.
### **Communication and Updates**
1. Include time in [regional SA meetings](/handbook/solutions-architects/sa-practices/subject-matter-experts/sme-cadences/#sme-corner) for SMEs to present their Program Area's Issue Board.
2. Allow for verbal requests during these presentations.
3. Establish a process for SMEs to provide updates during SME Corner sessions.
### **Request Classification**
1. Implement a system to differentiate between:
- Feature requests
- Bugs
- Enhancements
2. Ensure appropriate routing and handling based on classification.
## How to Engage with Product Management as a SME (TBD)
1. Every month there is a GitLab release. At times there is some major new functionality or use case provided that the SAs need be made aware of.
2. While there can be technical enablement for all SAs, the PMs or TPMs should present changes in architecture, new use cases, features and functionalities to SMEs at least once a quarter to give a first look as it were, obtain feedback or solicit meetings with customers for a beta program
3. Allow the SMEs to be part of any beta programs also to try and test new functionality
4. TPMs and PMs should provide demos, or demo snippets to SMEs to demonstrate new functionality for feedback
5. SMEs can also be involved in the updates or creation of FAQs that can be placed in a handbook
6. SMEs can guide Demo architects on updates to workshops etc., and help guide SAs on these new features.
7. SMEs can also present on regional calls any updates or present at their region's quarterlies.
TODO:
TODO: Need to reveiw the processes in tha handbook with Product Management, and determine hwat updates are needed with the introduction of the SME Program.
2. How to [Engage Product Managers](/handbook/product/product-management/\#how-to-engage-product-managers)
As an example, SAs should now [request a SME](content/handbook/solutions-architects/sa-practices/subject-matter-experts/sme-request/) for the following scenarios as opposed to always engaging or requesting a Product Manager:
1. Invite SMEs to participate in product discovery sessions and strategy workshops to leverage their domain expertise.
2. Scenario 2
3. Scenario 3
Product Managers can still be engaged to present roadmaps to the customer (TBD)
---
### **Opportunities to Engage with Product Management**
#### Technial Skills Exchange
1.[During Technical Skills Exchange](/handbook/solutions-architects/sa-practices/subject-matter-experts/sme-cadences/sme-tech-skills)Technical Product Managers and Product Managers to provide demos or demo snippets to SMEs for new functionality feedback.
#### Product Management Roadmap Meetings
1. Monthly meetings between SMEs and Product Managers to discuss upcoming releases, major new functionalities, and gather feedback.
2. Organize quarterly presentations by Product Managers or Technical Product Managers to SMEs, covering:
- Changes in architecture
- New use cases
- Features and functionalities
- Product roadmap updates
3. Establish a regular cadence for SMEs to review and provide input on product roadmaps, ensuring alignment with customer needs and market trends.
#### SME Slack Channels
1. Product Management should also be included in SME Slack channels to create forum for SMEs to provide ongoing feedback and suggestions to Product Management.
#### SME/Product Management Cadence Meetings
See [SME/ Product Management Cadence Meetings](/handbook/solutions-architects/sa-practices/subject-matter-experts/sme-cadences/#sme-product-cadence) for suggested cadence and agenda.
