Skip to content
Snippets Groups Projects
Commit b0251afb authored by Michelle Harris's avatar Michelle Harris
Browse files

Update Digital Success link on CS HB page

parent 99bf55aa
No related branches found
No related tags found
1 merge request!11409Update Digital Success link on CS HB page
......@@ -213,7 +213,7 @@ Landing Zones
#### Digital Customer Programs
- [Digital Customer Programs Handbook Page](/handbook/sales/field-operations/customer-success-operations/cs-ops-programs/)
- [CSM Assigned Customer Programs](/handbook/sales/field-operations/customer-success-operations/cs-ops-programs/available-programs/#csm-assigned-account-programs)
- [Available Customer Programs](/handbook/sales/field-operations/customer-success-operations/cs-ops-programs/available-programs/)
### CSM Managers
......
......@@ -6,56 +6,50 @@ description: "Programs available to specific customer types and segments."
### Program Content
The Customer Programs team creates content for the wider GitLab community.
- GitLab Docs
- [Onboarding quick start](https://docs.gitlab.com/ee/administration/get_started.html)
- [CI/CD quick start](https://docs.gitlab.com/ee/ci/quick_start/)
### Digital customer programs
The programs below are available to Tech Touch and Scale segments. Programs are sent to GitLab Admin contacts and sold to contacts when GitLab Admin = Null.
| Program | Category | Content | Email Send Time | Program Type |
|---------------------------------|-------------|----------|---------------------------------------------------------|--------|
| Onboarding Enrollment | Onboarding | [Copy doc](https://docs.google.com/document/d/1VmJ_UWWbbTvMnjagixhPRWTomzLZmWJBI4t04pwFiOY/edit?usp=sharing) | 0-2 days of contract date | Time-based trigger |
| Onboarding & CI Enablement Series | Onboarding and Enablement | [Copy doc](https://docs.google.com/document/d/1ZdJkf8K3E6sEB3jEFOcRot5bp_s-neBflPdX0eeSgmc/edit?usp=sharing) | 0-7 days | Time- and usage-based triggers |
| Secure (DevSecOps) Enablement Series | Enablement | [Copy doc](https://docs.google.com/document/d/1Pw66qGELmFbdzh7iFqLfuWt0dfDWTVqYSNl2hYe2jqE/edit?usp=sharing) | 10-15 days | Time-based trigger |
| CD Enablement Series | Enablement | [Copy doc](https://docs.google.com/document/d/11x7AYtQoSD51jY2ev5MPv2xZ7qDUKwXMEQpDsSUGlVA/edit?usp=sharing) | 17-19 days | Time-based trigger |
| Agile Enablement Series | Enablement | [Copy doc](https://docs.google.com/document/d/1V7HaAvY4Oi60Sda636vOes3wUlsmkvtTKlsXlhqJhKc/edit?usp=sharing) | 21-23 days | Time-based trigger |
| Monthly Newsletters | Enablement | [Handbook](/handbook/sales/field-operations/customer-success-operations/cs-ops-programs/customer-newsletter/) | Sent Monthly on Fridays | Time-based trigger |
| NPS Post-Onboarding Survey | Onboarding | [Issue](https://gitlab.com/groups/gitlab-com/sales-team/field-operations/-/epics/274) | First Value Date, or 90 days after contract date, whichever is first | Time- and usage-based trigger |
| NPS Pre-Renewal Survey | Retention | [Issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/228) | ~ 120 days before Next renewal date | Time-based trigger |
| NPS/CSAT Post-Renewal Survey | Retention | [Issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/308) | 60 days after Next renewal date | Time-based trigger |
| Monthly Webinar Invitations | Enablement | [Handbook](/handbook/customer-success/csm/segment/scale/webinar-calendar/) | Sent monthly dependent on event date | Time-based trigger |
| Post-Churn Survey | Retention | [Issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/293) | Opportunity marked Closed-Lost, Active Subscription = 0 | Usage-based trigger |
| Low License Utilization (SMB Only) | Retention | [Issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/114) | License Utilization less than 75%, customer between 90-150 days of contract | Usage-based trigger |
| High PTC (value 1 or 2) | Retention | [Epic](https://gitlab.com/groups/gitlab-com/sales-team/field-operations/-/epics/153) | 6-9 months before next renewal date, PTC Value = 1 or 2| Usage-based trigger |
<br>
### CSM-assigned account programs
The programs below are available to **CSM-assigned accounts** only and are sent to a GitLab Admin contact.
| Program | Category | Content | Email Send Time |
|---------------------------------------|------------|----------|-----------------------------------------|
| Intro to GitLab CS + Onboarding | Onboarding | [Copy doc](https://docs.google.com/document/d/1YEVaiIxKrHUZC_FN1-E-jU7ISTKMqOSS7LztMbTbUiM/edit?usp=sharing) | When a customer is first assigned a CSM (GitLab Admin OR Sold to Contact) |
| AE <> CSM Introduction | Onboarding | [Copy doc](https://docs.google.com/document/d/14k1h_f4d51GjwS9HzAJ6iOzebBu4aEgETfSQwUA-MME/edit?usp=sharing) | When a customer is first assigned a CSM (Sold to Contact) |
| Monthly Newsletters* | Enablement | [Epic](https://gitlab.com/groups/gitlab-com/sales-team/field-operations/-/epics/85) | Sent monthly on Fridays to GitLab Admin contacts |
| NPS/CSAT Post-Onboarding Survey* | Onboarding | [Issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/228) | Customer since = 60 days & GitLab Admin |
| NPS/CSAT Pre-Renewal Survey* | Retention | [Issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/228) | ~ 120 days before Next renewal date |
| NPS/CSAT Post-Renewal Survey | Retention | [Issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/308) | 60 days after Next renewal date |
| CSM Enrolled Onboarding Enablement Campaigns | Onboarding | [Copy doc](https://docs.google.com/document/d/18dgWJQS6ARtwvbXnIhpBKAb1v6xfnJeeegyrggkCnRw/edit?usp=sharing) [Issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/1606) | CSM enrolled contact through multi-picklist Enablement Enrollment on the contact in Gainsight - see issue for instructions |
| CSM Enrolled CI Enablement Campaigns | Enablement | [Copy doc](https://docs.google.com/document/d/1GpYLFAGJoV_K1baiDrnOaXbGQGDs02hrUUdH_ymGIMs/edit?usp=sharing) [Issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/694) | CSM enrolled contact through multi-picklist Enablement Enrollment on the contact in Gainsight - see issue for instructions |
| CSM Enrolled CD Enablement Campaigns | Enablement | [Copy doc](https://docs.google.com/document/d/1klfKz4ixhOO8YkDzPL9yYKc38C_SjF5Yqums1hWw5sk/edit?usp=sharing) [Issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/694) | CSM enrolled contact through multi-picklist Enablement Enrollment on the contact in Gainsight - see issue for instructions |
| CSM Enrolled DevSecOps Enablement Campaigns | Enablement | [Copy doc](https://docs.google.com/document/d/1olvOJaO5ElhWDMhcMOH-y83yxmNUYVJtLCIZJqc90E8/edit?usp=sharing) [Issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/694) | CSM enrolled contact through multi-picklist Enablement Enrollment on the contact in Gainsight - see issue for instructions |
| CSM Enrolled Agile Enablement Campaigns | Enablement | [Copy doc](https://docs.google.com/document/d/1D7v4BJi3VJefNRjBBr0A3qdff7pXmacg5Nqm93Cfyxs/edit?usp=sharing) [Issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/694) | CSM enrolled contact through multi-picklist Enablement Enrollment on the contact in Gainsight - see issue for instructions |
** Monthly newsletters and NPS/CSAT surveys require a GitLab Admin contact*<br>
## Program update tracker
Customer email programs are updated when new content is added, existing content changes or existing content needs to be removed.
The [program update tracker](https://docs.google.com/spreadsheets/d/1NyxIjucb8vQ-1Lch2vgzb801NNGLn7cd2iq8LuTtFlQ/edit?usp=sharing) allows us to see what the general contents of each program contain so we can quickly determine which programs need to be updated.
The Digital Success team creates email programs to accelerate customer value through self-service onboarding and education. Our content drives customers to [GitLab University](https://university.gitlab.com/) hub for customer resources and learning.
### Core Customer Email Programs
The programs below are currently active. For more details on segmentation breakdown and copy doc information refer to the [Digital Success Email Program Documentation](https://docs.google.com/spreadsheets/d/14udgDUoEhzMjkQMYBVmYInPUBHgpfSKm8vVDRTR3NyY/edit?usp=sharing).
| Program | Category | Content |
|-----------------|------------|----------|
| CSM/CSE Introduction | Day 0 of new subscription | CSM / CSE |
| Net-New Onboarding | Day 2 of new subscription | All |
| Ultimate Upgrade Onboarding | Day 2 of Ultimate upgrade | All |
| Duo Admin Onboarding | Day 0 of new Duo purchase | All |
| Post-renewal onboarding | Day 3 post renewal | All |
| CI Product Coach | Monthly / Ad Hoc | CSE Only |
| Security Product Coach | Monthly / Ad Hoc | CSE Only |
| Security Adoption | Day 30 | CSE / Digital SMB |
| CD Adoption | Day 50 | CSE / Digital SMB |
| Agile Adoption | Day 60 | CSE / Digital SMB |
| [Customer CSAT Survey](/handbook/sales/field-operations/customer-success-operations/cs-ops-programs/all-customer-csat-cs/) | Quarterly | All |
| [Customer Newsletter](/handbook/sales/field-operations/customer-success-operations/cs-ops-programs/customer-newsletter/) | Monthly on the 4th Friday | All |
To enroll contacts into Enablement campaigns Gainsight users can enroll contacts through a multi-picklist Enablement Enrollment on the contact in Gainsight - see [issue](https://gitlab.com/gitlab-com/sales-team/field-operations/customer-success-operations/-/issues/694) for instructions.
### Customer webinars & labs
Monthly communications are sent out to all customers, targeted based on renewal date, CI score, Security score, and occasionally issue/epic use and start date.
#### Email Invites: CI Lab Invite to Low-CI Customers
Every month, customers are invited to CI and Advanced CI Hands-On Labs hosted by CSEs. These sessions are two hours long, and provide customers access to hands-on experience in a provisioned environment. Customers who receive this invite have low CI score (yellow or red). Note: If CI Product Coach is going on, CSE Customers who receive CI Product Coach do not typically receive this email.
#### Email Invites: Security Lab Invite to Ultimate
Every month, customers are invited to a Security & Compliance Hands-On Lab hosted by CSEs. This session is two hours long, and provides customers access to hands-on experience in a provisioned environment. All ultimate customers receive this invite. Note: If Security Product Coach/Security Plus is going on, CSE Customers who receive Security Product Coach/Security Plus do not typically receive this email.
#### Email Invites: Project Management/Intro to GitLab Invite to New/Low-Issue customers
When the Getting Started with Project Management Hands-On Lab is hosted in a month, customers with fewer than 3 issues/epics created and customers that are within their first two years at GitLab are invited to this event. This session is two hours long, and provides customers access to hands-on experience in a provisioned environment.
#### Email Follow-Ups
Email follow-ups are sent to all customers who have registered or attended an event within 24 hours of the event concluding. The follow-ups share the recording and slide deck, along with an invitation to check out additional resources related to the topic.
## Connect with the team
- Contact the team in slack digital-success
- Submit a [customer-email-request issue](https://gitlab.com/gitlab-com/customer-success/digital-success/program-management/-/issues/new)
0% Loading or .
You are about to add 0 people to the discussion. Proceed with caution.
Finish editing this message first!
Please register or to comment