@@ -14,6 +14,7 @@ The objective of this process is to reduce the amount of time it takes to import
1. The process will activate the `Interesting Moments` campaign in the Marketo program so that the Interesting Moment is correctly applied.
1. Each record is added to the Marketo program according to the program status specified in the import file.
1. At the end, a slack alert is sent on the #event_list_upload channel with a report containing information regarding created, updated and failed leads.
1. If you have a list size of over 1000 records, please open an [issue](/handbook/marketing/marketing-operations/list-import/) and assign to the marketing operations team. Please note that you will still need to clean the list, and add the relevant information (campaign member status, LIM) before handing over to Marketing Ops.
#### Video Explanation of list upload process
@@ -579,4 +580,4 @@ A: Leads will be added with the requested program status to Marketo, then [score
**Q: Tell me more about the `Follow up Requested` status.**
A: With a record marked as `Follow Up Requested`, this will score the record with 100pts, as [noted here](/handbook/marketing/marketing-operations/marketo/#auto-mql), which will then in turn show up in the [Sales Dev's team S1 (Priority 1) view](/handbook/marketing/sales-development/#sdr-lead-views). The Sales Dev team is happy to have potential irrelevant records routed to them in an effort to speed up the records getting to them.
A: With a record marked as `Follow Up Requested`, this will score the record with 100pts, as [noted here](/handbook/marketing/marketing-operations/marketo/#auto-mql), which will then in turn show up in the [Sales Dev's team S1 (Priority 1) view](/handbook/marketing/sales-development/#sdr-lead-views). Please only use this status if the lead has specifically requested follow up with sales post the event.
@@ -69,6 +69,14 @@ While Qualfied can create/edit person records, leads are typically created in SF
Qualified also has an integration to view a program in Marketo, within Qualified. We have hundreds of programs, so to reduce visibility, we created a program tag type `UsedWithQualified` = `True` to surface the program to Marketo. You can do this in Marketo's individual program settings under `setup`. This tag is not required, so despite having a `false` value, you can simply not use it if you do not want to surface the program to Qualified.
#### Slack
Qualified is integrated through Slack by adding the Qualified app in a user's Slack instance. The integration allows for notifications to be sent through Slack regarding conversations, meetings booked or meetings offered but not booked. We have enabled a feature for reps to recieve AI notifications when a meeting is booked on their calendar. These notifications have the following information:
- Meeting details — type, duration, time, lead info
- Lead summary — background, engagement signals, and intent indicators
- Account summary — company details, tech stack, current stage, and activity history
### Performance Measurement
The Rep Performance Dashboard helps you understand the metrics that mean the most to your success including:
@@ -83,11 +91,11 @@ The Rep Performance Dashboard helps you understand the metrics that mean the mos
### Qualified AI SDR
Qualified has an AI offering that they call "Piper". We have chosen to name our AI SDR "GitLab AI Rep". The GitLab AI Rep has the ability to have conversations with website visitors when human reps are not available. This gives us the ability to provide a better visitor experience on the website by easily answering visitor questions, qualifiying visitors and booking meetings with human reps 24/7.
Qualified has an AI offering that they call "Piper". We have chosen to name our AI SDR "Dev". Dev has the ability to have conversations with website visitors, freeing up human rep bandwidth to focus on more outbound prospecting. This gives us the ability to provide a better visitor experience on the website by easily answering visitor questions, qualifiying visitors and booking meetings with human reps 24/7.
The GitLab AI Rep is enabled to respond to site visitor chat requests. There are two paths a visitor can take when they engage with the chat. "Connect with us" indicates a high intent visitor. They will be qualified by providing a business email and AI will begin the conversation with the visitor. The AI rep will continue the conversation and look for behavior that will trigger one if it's goals. Those goals are to Book a Meeting, Route to a Rep, or provide Support related information. "I have a question" indicates a lower intent visitor. The visitor will not need to provide an email immediately. AI will jump in to handle the conversation. As the conversation continues, AI will monitor for any indication that a goal is met and one of the actions above should be triggered. If a goal is triggered, an email will be collected and the appropriate action will be performed.
Dev is enabled to greet visitors on our website. Visitors have an open text box to be able to ask Dev anything they want about GitLab. Dev will continue the conversation and look for behavior that will trigger one if it's goals. Those goals are to Book a Meeting, Route to a Rep, or provide Support related information.
All aspects of how the GitLab AI Rep behaves is controlled in the "AI Studio" on the admin side of Qualified. The "Content" section is where the GitLab AI Rep has indexed the GitLab marketing site, GitLab documentation, and other GitLab resources to be able to converse with and answer visitor questions live. The goals of the AI Rep are to either connect the visitor to a human rep (if one becomes available) or to book a meeting with a human rep.
All aspects of how Dev behaves is controlled in the "AI Studio" on the admin side of Qualified. The "Content" section is where the GitLab AI Rep has indexed the GitLab marketing site, GitLab documentation, and other GitLab resources to be able to converse with and answer visitor questions live. The goals of the AI Rep are to either connect the visitor to a human rep (if one becomes available) or to book a meeting with a human rep.
We have set certain rules of engagement for the AI Rep to follow which include:
@@ -113,7 +121,7 @@ Beginning in FY26 Q1 we will be testing Qualified's AI email functionality. Our
### Qualified AI Email Rollback Plan
Just like the AI chat rollback plan, in the Settings section of Qualified an Admin will be able select Email Campaigns in the AI section of the left navigation bar. You will see the various campaigns that are running and the Admin can swith off the campaign by clicking into the campaign and in the top right corner selecting Off.
Just like the AI chat rollback plan, in the Settings section of Qualified an Admin will be able to select Email Campaigns in the AI section of the left navigation bar. You will see the various campaigns that are running and the Admin can switch off the campaign by clicking into the campaign and in the top right corner selecting Off.
@@ -30,7 +30,11 @@ UserGems helps GitLab track up to 50K matched contacts from different, carefully
In a separate motion to the contact tracking, UserGems also helps GitLab identify **New Hires & Promotions** into our target accounts.
The current list of target accounts UserGems is tracking for GitLab can be viewed using this [Salesforce Report](https://gitlab.lightning.force.com/lightning/r/Report/00OPL0000044fjp/view).
The current list of target accounts UserGems is tracking for GitLab are as follows:
### What happens when UserGems detects a job change?
@@ -65,6 +69,19 @@ Either through reporting or on the lead/contact/UserGems objects, you'll be able
-*UG - Past Contact*; - This field will be updated on the net new leads created by UG and will link to the previous contact for which the job change was identified;
-*UG - Past Title*; - This field will be updated on the net new leads created by UG with the title the contact had prior to the job change;
### UserGems Campaign Overview
| Campaign Name | Purpose | Use Case | Signals | Initial Source | Status |
| [UG Contact Tracking](https://gitlab.lightning.force.com/lightning/r/701PL00000MTSqnYAH/view) | Track GitLab champions who have changed companies | Immediate action when champions move to new accounts - leverage existing relationship | Past Champion | UserGems Contact Tracking | Inactive |
| [UG New Hires & Promos](https://gitlab.lightning.force.com/lightning/r/701PL00000MTkJ0YAL/view) | Monitor job changes at tracked accounts | Engage new decision makers or elevated contacts at key accounts | New Hires, Promotions | UserGems - New Hires & Promotions | Inactive |
| [UG - PipeGenDays - 7/23](https://gitlab.lightning.force.com/lightning/r/701Qq00000h0qbGIAQ/view) | Track attendees from PipeGenDays event | Follow up with engaged event attendees on discussions and next steps | N/A | UserGems | Inactive |
| [UG - Engage Past Champions at ICP Companies](https://gitlab.lightning.force.com/lightning/r/701PL00000h1b4rYAA/view) | Re-engage former champions now at ideal customer profile accounts | Warm outreach leveraging past positive experience at new high-value accounts | Past Champion | UserGems | Active |
| [UG - Multithread Other Decision Makers Past Champions](https://gitlab.lightning.force.com/lightning/r/701PL00000h1gNrYAI/view) | Expand relationships at accounts with existing champions | Build broader relationships beyond single champion contact | New Hires, Promotions, Multi-thread | UserGems - New Hires & Promotions | Active |
| [UG - Re-Engage Past Champions at ICP Companies](https://gitlab.lightning.force.com/lightning/r/701PL00000h1SrvYAE/view) | Revive relationships with dormant champions at ICP accounts | Prioritize outreach to reactivate valuable relationships at high-potential accounts | Multi-thread, Past Champions, New Hires, Revive Closed Lost | UserGems | Active |
| [UG - Revive Closed Lost Opps: Re-Engage Past Evaluators](https://gitlab.lightning.force.com/lightning/r/701Qq00000lOVsPIAW/view) | Re-approach contacts from lost opportunities | Revisit conversation as time has passed and circumstances may have changed | Revive Closed Lost | UserGems | Active |
| [UG - Revive Closed Lost Opps: Engage Newly Joined Decision Makers](https://gitlab.lightning.force.com/lightning/r/701Qq00000lOOkqIAG/view) | Target new decision makers at accounts with past lost opportunities | Fresh outreach angle with new stakeholders who weren't part of previous evaluation | New Hires, Promotions | UserGems - New Hires & Promotions | Active |
### UserGems Meeting Assistant
UserGems Meeting Assistant is a separate stand alone feature of UG that syncs to SDRs/BDRs Google Calendars and captures & enriches the third party contact data present in their meetings. If this contact data meets all necessary criteria, it is added as a contact in our SFDC instance.
@@ -91,21 +108,21 @@ Traction Complete will be used to route the leads created by UserGems as well as
Do keep in mind that the notifications will be turned off for the retro-active leads due to the high volume of these leads, notifications will be turned back on after the first initial batch is completed.
UserGems leads will be marked as high priority with a high priority reason of `UserGems Lead`, which allows leads to be assigned at creation. Leads are assigned to BDR when there's a BDR assigned, and any of the following criteria below:
UserGems leads will be marked as high priority with a high priority reason of `UserGems Lead`, which allows leads to be assigned at creation. Leads are assigned to BDR when there's a BDR assigned and any of the following criteria below:
1. Actively Working
2. PubSec, FINS, Telco, BASE or APJ
If false, they will be assigned to SDR.
| Notifications | Related Object | Recipients | Filter |
| 1A. Tracked Contacts that joined a new business, no open opps (less than 3 months) | Lead | BDR/SDR | Source = UserGems Contact Tracking<br>Count of Open Opps = 0<br>UG - Started Within the Last 3 month = Yes |
| 1B. Tracked Contacts that joined a new business, no open opps (more than 3 months) | Lead | BDR/SDR | Source = UserGems Contact Tracking<br>Count of Open Opps = 0<br>UG - Started Within the Last 3 month = No |
| 1C. Tracked Contacts that joined a business where we have an open opp at stage 3 or beyond. | Lead | AE and Renewal Manager | Source = UserGems Contact Tracking<br>Count of Open Opps GREATER THAN 0<br>Stage != 0-Pending Acceptance,1-Discovery,2-Scoping<br>UG - Started Within the Last 6 month = Yes |
| 1D. Tracked Contacts that joined a business where we have an open opp at stage 0, 1 or 2 OR are a customer account with an open renewal opp. | Lead | BDR, AE and Renewal Manager | Source = UserGems Contact Tracking<br>Count of Open Opps GREATER THAN 0<br>Stage = 0-Pending Acceptance,1-Discovery,2-Scoping<br>Count of Open Renewal Opps GREATER THAN 0<br>UG - Started Within the Last 6 month = Yes |
| 3A. Contact leaves Company with Opportunity is in stage 3 and beyond | Contact | AE and Renewal Manager | UG - No Longer at Company = True<br>Count of Open Opps GREATER THAN 0<br>Stage != 0-Pending Acceptance,1-Discovery,2-Scoping |
| 3B. Contact leaves Company with Opportunity is in stage 1 or 2. | Contact | BDR, AE and Renewal Manager | UG - No Longer at Company = True<br>Count of Open Opps GREATER THAN 0<br>Stage = 0-Pending Acceptance,1-Discovery,2-Scoping |
| Notifications | Related Object | Recipients | Filter | Status |
| 1A. Tracked Contacts that joined a new business, no open opps (less than 3 months) | Lead | BDR/SDR | Source = UserGems Contact Tracking<br>Count of Open Opps = 0<br>UG - Started Within the Last 3 month = Yes | Inactive |
| 1B. Tracked Contacts that joined a new business, no open opps (more than 3 months) | Lead | BDR/SDR | Source = UserGems Contact Tracking<br>Count of Open Opps = 0<br>UG - Started Within the Last 3 month = No | Inactive |
| 1C. Tracked Contacts that joined a business where we have an open opp at stage 3 or beyond. | Lead | AE and Renewal Manager | Source = UserGems Contact Tracking<br>Count of Open Opps GREATER THAN 0<br>Stage != 0-Pending Acceptance,1-Discovery,2-Scoping<br>UG - Started Within the Last 6 month = Yes | Active |
| 1D. Tracked Contacts that joined a business where we have an open opp at stage 0, 1 or 2 OR are a customer account with an open renewal opp. | Lead | BDR, AE and Renewal Manager | Source = UserGems Contact Tracking<br>Count of Open Opps GREATER THAN 0<br>Stage = 0-Pending Acceptance,1-Discovery,2-Scoping<br>Count of Open Renewal Opps GREATER THAN 0<br>UG - Started Within the Last 6 month = Yes | Active |
| 3A. Contact leaves Company with Opportunity is in stage 3 and beyond | Contact | AE and Renewal Manager | UG - No Longer at Company = True<br>Count of Open Opps GREATER THAN 0<br>Stage != 0-Pending Acceptance,1-Discovery,2-Scoping | Active |
| 3B. Contact leaves Company with Opportunity is in stage 1 or 2. | Contact | AE and Renewal Manager | UG - No Longer at Company = True<br>Count of Open Opps GREATER THAN 0<br>Stage = 0-Pending Acceptance,1-Discovery,2-Scoping | Active |
