## Executive Summary **OKR: Missed** **Objective**: Architect Telemetry data for Customer Success teams to drive more value for their customers. **KR**: Enable Telemetry data to flow into Salesforce and Gainsight for SAs and TAMs **KR**: Develop and implement MVC Gainsight metrics for TAM, TAM Manager, and Executive reporting ### Desired Outcomes 1. Increase percentage of customers where we receive Telemetry data 1. Visualize the benefits of enabling Telemetry 1. Fix data reliability problems 1. Clarify usage ping terminology 1. Train CRO org on usage ping ### Workback Plan * [ ] 2020-07-31 **delayed to Q3** - Launch MVC of Gainsight using Telemetry in CTAs and Playbooks * [ ] 2020-07-31 **delayed to Q3** - Confirm data is piping into Salesforce * Usage ping * Snowplow * Version Check * [ ] 2020-07-31 - [CRO KR: 100% of portal data is visible in SFDC ](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/889) * [ ] 2020-07-31 - Develop FY21-Q3 plans for syncing the remaining critical Telemetry metrics into Salesforce and Gainsight * [ ] 2020-07-24 **delayed to Q3** - Telemetry data is tested for use with Gainsight Playbooks and CTAs * [ ] 2020-07-20 **delayed to Q3** - Begin pushing Telemetry data into Gainsight * [ ] 2020-07-15 **delayed to Q3** - Confirm data is piping into Salesforce * Seat Link * [ ] 2020-07-25 - [Ship master table from Sisense to Salesforce](https://gitlab.com/groups/gitlab-data/-/epics/108) * [x] 2020-07-25 - [Sisense To SFDC: Master Subscription Product Usage Table Schema ](https://gitlab.com/gitlab-com/sales-team/field-operations/systems/-/issues/772) * [ ] 2020-07-18 - Enablement on using Sisense for Sales/CS * [x] 2020-07-10 - Complete documentation of [piping Telemetry into Salesforce](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/982) * [x] 2020-06-24 - [Equivalent of version data for dot-com customers](https://gitlab.com/gitlab-data/analytics/-/issues/4041) * [X] [MVC of dot-com Sisense dashboard](https://gitlab.com/gitlab-data/analytics/-/issues/5236) * [x] 2020-06-02 - Confirm [architecture of Telemetry data into Salesforce](https://gitlab.com/gitlab-com/sales-team/field-operations/systems/-/issues/484) * [x] 2020-05-28 - [Replicate version app data in Sisense](https://gitlab.com/gitlab-data/analytics/-/issues/4488) * [x] 2020-05-26 - Telemetry OKR is finalized with requirements - [CRO Org Needs: Telemetry](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/982) * [x] 2020-05-04 - [Complete CRO Org Telemetry Feedback Memo](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/738) * [x] 2020-04-15 - [Develop Gainsight flow diagram](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/869) * [x] 2020-04-14 - Complete CSM DPIA * [x] 2020-03-10 - Begin collecting Telemetry feedback for CRO Org ### Data Flow A high level overview of the data flow is below.  [LucidChart link](https://app.lucidchart.com/documents/edit/a0192605-1ea5-4288-b488-aed184841cf3/0_0) ### Business Requirements ##### Data, Integrations, and Transmissions * [x] [Architect how we will sync customer usage data (dot-com and on-prem) to Gainsight](https://gitlab.com/gitlab-com/sales-team/field-operations/systems/-/issues/484) * [ ] [Validating the accuracy of Usage Ping data in Salesforce](https://gitlab.com/gitlab-com/sales-team/field-operations/systems/-/issues/479) * [ ] [Gainsight data: mapping, documentation, and diagrams](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/869) * [ ] [Clarify usage ping attributes](https://gitlab.com/gitlab-org/telemetry/-/issues/267) * [ ] [Develop methodology to reliably detect which usage ping statistics are production and which to ignore](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/993) * [ ] [Develop methodology for how to aggregate multiple usage ping hosts for reporting](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/1033) ##### Metrics and KPIs * [ ] [Usage ping metrics request - adding runners tracking](https://gitlab.com/gitlab-org/telemetry/-/issues/377) * [ ] [CRO Org Needs: Telemetry data to be populated](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/982) * [ ] [Track key features in each stage to further understand customer usage and stage adoption](https://gitlab.com/gitlab-com/customer-success/dream-team/-/issues/142) * [ ] [CS | Usage Ping Metrics for CI](https://gitlab.com/gitlab-org/telemetry/-/issues/394) ##### Enablement * [x] [Capture common objections and develop playbook to overcome](https://gitlab.com/gitlab-com/customer-success/tam/-/issues/203) * [ ] [Ensure adequate training of CRO org on usage ping](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/1092) ##### Improving Customer Experience * [ ] Work toward enabling customers to visualize the data themselves without sending automatically to GitLab * [ ] Coordinate with Telemetry and Analytics team on developing plan for customer-facing usage statistics dashboards ##### Later phase requests: * [ ] [CE account data into Salesforce ](https://gitlab.com/gitlab-com/sales-team/field-operations/sales-operations/-/issues/1120) <br><br><br> NOTE: Telemetry data in this context is defined as: * Usage Ping * Account level usage data of dot-com customers * Version check * Seat Link