Journey map subscription process for renewing a GitLab subscription
Overview
We completed a productive journey map in https://gitlab.com/gitlab-org/gitlab-ee/issues/7342 for new GitLab transactions. We should do this for renewals, as well.
Proposal
Create a journey map for two scenarios:
- A new mid/large enterprise, who's already using self-manage GitLab Premium. They're renewing and owe a true-up for 10 additional seats. After renewing, they upgrade to Ultimate.
- A new mid/large enterprise, who's on GitLab.com Bronze. They later renew (after adding users to their group throughout the year). After renewing, they upgrade to Silver.
We should consider accounting for two personas:
- A GitLab administrator, who has admin rights to the instance (and therefore, access to the License section of the instance),
- A billing administrator, who deals with accounts payable at a company.
- At small companies, these might be the same user. At large organizations, these may be different users. The person who pays the bills (goes into
customers.gitlab.comand pays for GitLab) will likely not be the same person who is administrating the instance.
- At small companies, these might be the same user. At large organizations, these may be different users. The person who pays the bills (goes into