The Customer Success department is part of the [GitLab Sales](/handbook/sales/) function who partners with our customers to deliver value and positive business outcomes throughout their journey with GitLab.
The Customer Experience department is part of the [GitLab Sales](/handbook/sales/) function who partners with our customers to deliver value and positive business outcomes throughout their journey with GitLab.
The team can be reached in [Slack channel](https://gitlab.slack.com/archives/customer-success)(internal only).
The team can be reached in [Slack channel](https://gitlab.slack.com/archives/customer-experience)(internal only).
## Mission Statement
To deliver value to all customers by engaging in a consistent, repeatable, and scalable way across defined segments so that customers see the value in their investment with GitLab, and we retain and drive growth within our enterprise customers.
The mission of the Customer Success Department is to provide these customers with experience in order to:
The mission of the Customer Experience Department is to provide these customers with experience in order to:
@@ -61,9 +61,9 @@ SA owns 1) pre-sales technical evaluation and relationships prior to the initial
### Education and Enablement
As a Customer Success team member, it is important to be continuously learning more about our product and related industry topics. The [education and enablement handbook page](/handbook/customer-success/education-enablement/) provides a dashboard of aggregated resources that we encourage you to use to get up to speed.
As a Customer Experience team member, it is important to be continuously learning more about our product and related industry topics. The [education and enablement handbook page](/handbook/customer-success/education-enablement/) provides a dashboard of aggregated resources that we encourage you to use to get up to speed.
## Customer Success Playbooks
## Customer Experience Playbooks
See the [Playbooks Page](/handbook/customer-success/playbooks/)
@@ -87,9 +87,9 @@ Visit [this page](/handbook/customer-success/csm/gainsight/) for more informatio
### Dogfooding
Outside of Engineering the Customer Success team has the largest concentration of tooling development capability. The team has unique needs that can't always be solved by GitLab's single [DevOps platform](https://about.gitlab.com/solutions/devops-platform/). However, it is important to [dogfood](/handbook/values/#dogfooding) and avoid [dogfooding anti-patterns](/handbook/engineering/development/principles/#dogfooding-antipatterns). As a result the [Product organization heavily weights internal customers](/handbook/values/#dogfooding) when considering prioritization. If you are considering building tooling in support of Customer Success priorities outside of GitLab, please follow the [dogfooding process](/handbook/values/#dogfooding).
Outside of Engineering the Customer Experience team has the largest concentration of tooling development capability. The team has unique needs that can't always be solved by GitLab's single [DevOps platform](https://about.gitlab.com/solutions/devops-platform/). However, it is important to [dogfood](/handbook/values/#dogfooding) and avoid [dogfooding anti-patterns](/handbook/engineering/development/principles/#dogfooding-antipatterns). As a result the [Product organization heavily weights internal customers](/handbook/values/#dogfooding) when considering prioritization. If you are considering building tooling in support of Customer Experience priorities outside of GitLab, please follow the [dogfooding process](/handbook/values/#dogfooding).
### Customer Success AWS Test Account
### Customer Experience AWS Test Account
In an effort to keep AWS spend down, initiatives are being taken to automatically clean up our AWS account. This account is primarily used as a proof of concept for IaC and creating demos for GitLab customers. An automated cleanup script is currently being tested that will tag, shutdown and delete old resources as they are no longer needed. The automation will:
@@ -101,14 +101,14 @@ In an effort to keep AWS spend down, initiatives are being taken to automaticall
- In 7 days if the instance is still off a snapshot will be taken and it will be terminated
- If the instance is still on but the expiration has not been changed it will be terminated
### Customer Success Tools and Scripts
### Customer Experience Tools and Scripts
By customer or internal request, we sometimes develop tools to automate certain GitLab tasks using the API. The resulting tools and scripts are publicly available for everyone to use and contribute to in the [GitLab CS Tools group](https://gitlab.com/gitlab-cs-tools).
**Note:** Those tools are not supported by GitLab Support.
### Communities of Practice
[Community of Practice](initiatives/communities-of-practice.html) are cross-functional groups of SME's (or aspiring to be!) within the CS organization dedicated to a topic within GitLab or the broader DevOps space. The goal is to build assets, best practices, demonstrations, and share experiences we learn from prospects and customers. In turn, CoP will build broader technical depth within our CS organization to better advise our customers and influence our product roadmap.
[Community of Practice](initiatives/communities-of-practice.html) are cross-functional groups of SME's (or aspiring to be!) within the CX organization dedicated to a topic within GitLab or the broader DevOps space. The goal is to build assets, best practices, demonstrations, and share experiences we learn from prospects and customers. In turn, CoP will build broader technical depth within our CX organization to better advise our customers and influence our product roadmap.
## Customer Terrain Mapping Engagements
@@ -118,9 +118,9 @@ See the [Terrain Mapping Engagements Page](/handbook/customer-success/customer-t
### Frequently Asked Questions
Customer Success team members maintain a [FAQ](/handbook/customer-success/faq/) to keep questions customers ask documented in a place where everyone can view and contribute to.
Customer Experience team members maintain a [FAQ](/handbook/customer-success/faq/) to keep questions customers ask documented in a place where everyone can view and contribute to.
@@ -147,11 +147,11 @@ Customer Success team members maintain a [FAQ](/handbook/customer-success/faq/)
-[Sales Development Group Handbook](/handbook/marketing/sales-development/)
-[With Whom to Talk to Ask Questions or Give Feedback on a GitLab feature](/handbook/product/categories/#devops-stages)
### Customer Success Meetings
### Customer Experience Meetings
Customer Success has a few standing meetings:
Customer Experience has a few standing meetings:
- CS Team Monthly All-Hands - Monthly on the second Wednesday
-CS Skills Exchange - once or twice Monthly
- CX Team Monthly All-Hands - Monthly on the second Wednesday
-Technical Skills Exchange (TSX) - Twice Monthly
The different groups within CS also have standing meetings, including meetings for the Customer Success teams and Renewal Managers, regional groups, and social calls.
The different groups within CX also have standing meetings, including meetings for the Customer Success teams and Renewal Managers, regional groups, and social calls.
| [Sales Operations](/handbook/sales/field-operations/sales-operations/) | [How to Engage a Solutions Architect](/handbook/solutions-architects#when-and-how-to-engage-a-solutions-architect) | [Client Use Cases](/handbook/marketing/use-cases/) | [Customer Reference Sheet](https://docs.google.com/a/gitlab.com/spreadsheets/d/1Off9pVkc2krT90TyOEevmr4ZtTEmutMj8dLgCnIbhRs/edit?usp=sharing) |
| [Deal Desk](/handbook/sales/field-operations/sales-operations/deal-desk/) | [Account Planning Template for Large Accounts](https://docs.google.com/presentation/d/1yQ6W7I30I4gW5Vi-TURIz8ZxnmL88uksCl0u9oyRrew/edit?ts=58b89146#slide=id.g1c9fcf1d5b_0_24) | [Dealing with Security Questions From Prospects](/handbook/security/#security-questionnaires-for-customers) | [Customer Reference Case Study Dynamic Board](https://gitlab.com/gitlab-com/marketing/strategic-marketing/customer-reference-content/case-study-content/-/boards/1804878?scope=all&utf8=%E2%9C%93&) |
| [Field Enablement](/handbook/sales/field-operations/field-enablement/) | [How to Engage a CSM/CSE](/handbook/customer-success/pre-sales-post-sales-transition/) | [How to conduct an executive meeting](https://www.youtube.com/watch?v=PSGMyoEFuMY&feature=youtu.be) | [GitLab Support Handbook](/handbook/support/) |
| Gainsight for CSMs | - [Using Gainsight within Customer Success](/handbook/customer-success/csm/gainsight/) Handbook page <br>[Success Plans](/handbook/customer-success/csm/success-plans/) Handbook page <br> - [Gainsight Foundations](https://education.gainsight.com/app/courses/ac66619f-2082-4305-a3cd-714cc242a320)(overview of the Gainsight NXT Platform and a brief demo of key capabilities) (26 minutes) <br> - [Gainsight Reports and Dashboards](https://education.gainsight.com/app/courses/073b9c57-0a40-4278-bf5e-c375b647e13d)(overview of how to leverage dashboards within the tool to make better decisions on managing your accounts) (19 minutes) <br> - [Calls to Action (CTA), Playbooks, and the Cockpit](https://education.gainsight.com/app/courses/1d2c358b-2aa8-4fae-b638-0bb4d0b9d932)(overview of Calls to Action (CTAs) in the Cockpit, the tool to manage customer outreach, as well as playbooks) (23 minutes) <br> - [360 View, Health Scores, and Timeline](https://education.gainsight.com/app/courses/f017fac0-8d28-4703-aaa2-87c865c5a52d)(overview of the 360 feature for research and call prep, Timeline for centralized note-taking, and an overview of health scores and trend insights) (34 minutes) <br> - [Sally Bot in Slack](https://education.gainsight.com/app/courses/471d5899-0af7-414f-a375-146c9ce5317d)(overview of what Sally is and how to use it) (15 minutes) |
| Other | - [Things I Wish I Knew During My First Few Quarters at GitLab](https://youtu.be/3gprWrDTEQM) video (Aug 2019, 25.5 minutes) <br> - Sessions (presentations, videos) from [GitLab Sales Kickoff 2021](https://gitlab.edcast.com/channel/sales-kickoff-sko-2021)<br> - Sessions from [GitLab Sales Kickoff 2020](/handbook/sales/training/sko/#sales-kickoff-2020) |
| Where can I go to learn more? | - Bookmark the [GitLab Sales Handbook](/handbook/sales/)<br> - [Upcoming and past Level Up sales enablement webcasts](/handbook/sales/training/sales-enablement-sessions/)<br> - [Customer Success Skills Exchange GitLab Unfiltered playlist](https://www.youtube.com/playlist?list=PL05JrBw4t0KorkxIFgZGnzzxjZRCGROt_) on YouTube <br> - Check out past [Customer Success meetings](/handbook/customer-success/#customer-success-meetings) where new features from recent product releases are discussed and/or demo'ed |
| Where can I go to learn more? | - Bookmark the [GitLab Sales Handbook](/handbook/sales/)<br> - [Upcoming and past Level Up sales enablement webcasts](/handbook/sales/training/sales-enablement-sessions/)<br> - [Technical Skills Exchange GitLab Unfiltered playlist](https://www.youtube.com/playlist?list=PL05JrBw4t0KorkxIFgZGnzzxjZRCGROt_) on YouTube <br> - Check out past [Customer Experience meetings](/handbook/customer-success/#customer-experience-meetings) where new features from recent product releases are discussed and/or demo'ed |
## Field Enablement Spotlight Sessions
Live sales enablement sessions are held every Thursday from 12:00-12:30pm ET with the exception of the last two weeks of every quarter. Sessions are recorded and published to [Highspot](https://gitlab.highspot.com/items/6480e56aff37cbf397ac752f?lfrm=srp.2), made available for on-demand playback, and added to the inventory above. [Learn more here](/handbook/sales/training/sales-enablement-sessions/).
## Customer Success Skills Exchange
## Technical Skills Exchange
Live customer success enablement videocasts are held roughly every other Wednesday. Learn more by visiting the [Customer Success Skills Exchange Sessions](/handbook/sales/training/customer-success-skills-exchange/#past-sessions) Handbook page and/or check out the [Customer Success Skills Exchange playlist](https://www.youtube.com/playlist?list=PL05JrBw4t0KorkxIFgZGnzzxjZRCGROt_) on GitLab Unfiltered to watch past sessions at a location and time of your choosing.
Live technical team enablement videocasts are held roughly every other Tuesday. Learn more by visiting the [Technical Exchange Sessions](/handbook/sales/training/customer-success-skills-exchange/#past-sessions) Handbook page and/or check out the [Technical Skills Exchange Highspot Page](https://gitlab.highspot.com/items/6554f9b2501316c929028227) to watch past sessions at a location and time of your choosing.
