Commit 84eec13f authored by Michael Snow's avatar Michael Snow

Merge branch 'jdbeaumont-pov-name' into 'master'

Renamed folder from "POC" to "POV".

See merge request !40376
parents 8803a164 bb2e4cc1
Pipeline #118118038 passed with stages
in 72 minutes and 26 seconds
......@@ -2230,6 +2230,11 @@
- sources: /is-it-any-good/#gitlab-has-been-voted-as-g2-crowd-leader-in-2018
target: /is-it-any-good/#gitlab-has-been-voted-as-g2-crowd-leader
comp_op: '='
- sources:
- /handbook/sales/POC
- /handbook/sales/POC/
target: /handbook/sales/POV/
comp_op: '='
- sources: /handbook/meltano/engineering/
target: https://meltano.com/handbook/engineering/
comp_op: '='
......@@ -2243,4 +2248,4 @@
- /job-families/people-ops/people-ops-analyst/
- /job-families/people-ops/people-ops-analyst
target: /job-families/people-ops/total-rewards/
comp_op: '='
comp_op: '='
\ No newline at end of file
......@@ -38,7 +38,7 @@ Technical evaluation is where the prospective customer evalates the fit of GitLa
### Deliverables
* Google Doc: for running call notes (when applicable)
* Salesforce: call notes, [POV creation](/handbook/sales/POC/) (optional)
* Salesforce: call notes, [POV creation](/handbook/sales/POV/) (optional)
### Responsibilities
* Convert any existing free trial to a Lite POV if > 200 users or $10K IACV
......
......@@ -43,9 +43,9 @@ Typically, once an SA pulls the work from the Triage board, that SA will consist
* Availability: The SA servicing the customer is unavailable due to PTO or other scheduling conflict
* Expertise: Another SA has notably deeper subject matter expertise and would create a better customer experience for a specific topic
* Workload: If a series of calls turn into multiple POC's, security audits or other high engagement activity, then the SA team may have to rebalance the workload to provide adequate service level and response time for prospects and customers
* Workload: If a series of calls turn into multiple POV's, security audits or other high engagement activity, then the SA team may have to rebalance the workload to provide adequate service level and response time for prospects and customers
Once a customer enters or completes a technical evaluation of GitLab, it is the responsibility of the Account Executive to transition the opportunity stage within Salesforce from Stage 3 to the next logical stage. It is the responsibility of the SA to ensure that Stage 3 transition data (such as win/loss reasons) have been properly entered, the migration from stage 3 has happened in a timely manner once SA activity is complete, and any POC data and status is correct in Salesforce.
Once a customer enters or completes a technical evaluation of GitLab, it is the responsibility of the Account Executive to transition the opportunity stage within Salesforce from Stage 3 to the next logical stage. It is the responsibility of the SA to ensure that Stage 3 transition data (such as win/loss reasons) have been properly entered, the migration from stage 3 has happened in a timely manner once SA activity is complete, and any POV data and status is correct in Salesforce.
There is also a detailed walkthrough of SA activity and metrics during the [Commercial Sales Buyer's Journey](/handbook/customer-success/comm-sales/customer-buyer-journey.html).
......@@ -64,7 +64,7 @@ As a best practice, an SA should not attend discovery calls as it does not lend
1. Avoid last-minute meeting requests. SA's cannot commit to these with any consistency. SA's will do their best to accommodate as schedules allow, but it does not allow the SA sufficient prep time for customer context and frequently results in a sub-optimal experience for the customer.
1. SA's help with guided POC's, but as a general guideline they do not provide real-time help for free trials. For product evaluations with IACV greater than $10K USD, existing trials should be converted to a Proof of Value so the SA can better assist the customer.
1. SA's help with guided POV's, but as a general guideline they do not provide real-time help for free trials. For product evaluations with IACV greater than $10K USD, existing trials should be converted to a Proof of Value so the SA can better assist the customer.
1. Any time IACV or services revenue is involved, the SA should be involved.
......@@ -116,7 +116,7 @@ For commercial accounts, we do not currently offer our customers Slack channels
- Premium/Silver or above
- 200k+ IACV
[Collaborative projects](/handbook/customer-success/tam/engagement/#managing-the-customer-engagement) should be suggested first with few possible exceptions (such as reference customers, early adopters or strategic partnerships). If the customer is evaluating GitLab or doing a POC for an upgrade, SAs or TAMs can request an ephemeral Slack channel, but the channel should be closed within 90 days if it does not meet the criteria shown above. Slack is simply too intensive to scale for Mid-Market and SMB.
[Collaborative projects](/handbook/customer-success/tam/engagement/#managing-the-customer-engagement) should be suggested first with few possible exceptions (such as reference customers, early adopters or strategic partnerships). If the customer is evaluating GitLab or doing a POV for an upgrade, SAs or TAMs can request an ephemeral Slack channel, but the channel should be closed within 90 days if it does not meet the criteria shown above. Slack is simply too intensive to scale for Mid-Market and SMB.
Meanwhile, it is not scalable for every customer to have a collaboration project, and the CS team will determine the need for a project on a per-customer basis.
......@@ -158,5 +158,5 @@ A seamless customer journey requires a continuous flow of relevant information b
* Update SA name on account team in Salesforce
* Ensure any account notes are linked to Salesforce and shared with the new SA
* Introduce new SA live on a client call
* If a [POC](/handbook/sales/POC/) is pending or active, update the POC record in Salesforce as required
* If a [POV](/handbook/sales/POV/) is pending or active, update the POV record in Salesforce as required
* Ensure any current action items are identified via an issue on the [Commercial SA Triage board](https://gitlab.com/gitlab-com/customer-success/sa-triage-boards/commercial-triage/boards/1006966)
......@@ -90,7 +90,7 @@ The table below depicts the relationships between activities, responsible roles,
| **14** | Agreed upon success criteria | GitLab Group | Opportunity | Negotiating | A document that clearly articulates what done looks like and when done is successful. The success criteria are required for proof of value or a professional services implementation. The document should be signed by an accountable individual from both parties and verbally discussed. |
| **15** | Create and complete [Customer Success Plan](/handbook/customer-success/tam/#managing-the-customer-engagement) | Solutions Architect | Opportunity | Negotiating |
| **16** | Close with a technical win, negotiated terms and signed contract | GitLab Group | Opportunity | Closed Won | Contract, MSA, SLA, OLA, et al the other legal bits |
| **17** | [PoV/PoC project kick-off](/handbook/sales/POC/) | Solutions Architect | Opportunity | Negotiating | Kick-off and proof of value execution plan catered to the customer |
| **17** | [PoV project kick-off](/handbook/sales/POV/) | Solutions Architect | Opportunity | Negotiating | Kick-off and proof of value execution plan catered to the customer |
| **18** | Official introduction and account management transition to TAM to customer stakeholders via [Welcome Call](https://gitlab.com/gitlab-com/account-management/customer-collaboration-project-template/issues/24) | Account Executive | Opportunity | Technical Evaluation | |
| **19** | Professional Services Implementation kick-off | Technical Account Manager | Customer | Closed Won | Kick-off and implementation plan catered to the customer |
| **20** | Transition customer meta-record and technical profile to PSE or TAM | Solutions Architect | Customer | Closed Won | |
......@@ -160,7 +160,7 @@ In an effort to keep AWS spend down initiatives are being taken automatically cl
* [GitLab Positioning](/handbook/positioning-faq/)
* [FAQ from prospects](/handbook/sales-faq-from-prospects/)
* [Client Use Cases](/handbook/use-cases/)
* [Proof of Concept Guidelines](/handbook/sales/POC/)
* [Proof of Value Guidelines](/handbook/sales/POV/)
* [Account Planning Template for Large/Strategic Accounts](https://docs.google.com/presentation/d/1yQ6W7I30I4gW5Vi-TURIz8ZxnmL88uksCl0u9oyRrew/edit?ts=58b89146#slide=id.g1c9fcf1d5b_0_24))
* [Sales Demo](/handbook/marketing/product-marketing/demo/)
* [Sales Development Group Handbook](/handbook/marketing/marketing-sales-development/sdr/)
......
......@@ -121,7 +121,7 @@ The SA owns all pre-sales technical relationships and activities. The SA quarter
TAM engagement prior to the sale should occur in the following situations:
* During POC kickoff or when appropriate in deep conversations on technology if no POC will occur
* During POV kickoff or when appropriate in deep conversations on technology if no POV will occur
* When a shared Slack channel is created for the customer
* A shared customer issue tracking project has been created that will affect the account long-term
* As requested by the SA if the TAM has a specific subject matter expertise relevant to the conversation
......@@ -129,7 +129,7 @@ TAM engagement prior to the sale should occur in the following situations:
The TAM owns the account post-sale. SA's are to remain involved in the following situations:
* Development of expansion plans with the SAL and TAM
* A new POC or product evaluation begins for a single team or an enterprise-wide upgrade - anything affecting IACV may require SA involvement
* A new POV or product evaluation begins for a single team or an enterprise-wide upgrade - anything affecting IACV may require SA involvement
* Any product license expansions that require overviews, education and competitive insights prior to close
* Any professional services are being discussed and an SOW may required drafting
* If a TAM is over-committed or unable to support a customer request, the SA may be requested to assist
......@@ -202,7 +202,7 @@ Customer Success Team (SA/TAM) engagement for customer interactions, RFP's, audi
* **SA Doing**: Once an SA signals they are actively working the issue, the issue is moved to 'Doing'. The issue will stay in this status until the SA, customer and sales team agree the issue has been completed
* **SA Followup**: Followup work is required by the SA for this particular request (example: questions needing research after a call ends)
* **SA Waiting**: This label indicates that an SA is waiting on the requestor for more information before advancing this issue
* **SA POC**: A Proof of Concept is being requested or needs support
* **SA POV**: A Proof of Value is being requested or needs support
### Triage of Issues
......
......@@ -273,7 +273,7 @@ Once the above questions have been reviewed, the PS Engagement can be marked `Co
### Proof of Value (POV) objects
Please visit [this page](/handbook/sales/POC/) for POV documentation.
Please visit [this page](/handbook/sales/POV/) for POV documentation.
## Salesforce - Customer Success Automations
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......@@ -214,7 +214,7 @@ Commercial Sales POV's are commonly executed as a variety of the Lite POV, thoug
### Commercial Sales - POV and Customer Success Plan Creation
* Create and track the POV in Salesforce according to [this process](/handbook/sales/POC/#tracking-a-pov-in-salesforce)
* Create and track the POV in Salesforce according to [this process](/handbook/sales/POV/#tracking-a-pov-in-salesforce)
* Create a new [customer project](https://gitlab.com/gitlab-com/account-management/commercial/pre-sales) in the Commercial/Pre-sales group. To use the template, select the 'Create from Template' tab, select the 'Group' templates, and then click 'Use template' for the 'New Customer Project - Commercial Sales' template.
* Edit README.md with information specific to POV under the Proof of Value section and fill in any additional relevant fields.
* Upon completion of POV, update Salesforce record with POV result as successful or unsuccessful and provide supportive reasons in the associated freeform fields
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