Merge branch '1084-handbook-account-management' into 'master'

"Separate Account Management from Customer Success"

Closes #1084

See merge request !4807

source/handbook/customer-success/account-expansion/index.html.md → source/handbook/account-management/account-expansion/index.html.md

@@ -3,14 +3,11 @@ layout: markdown_page
 title: "Account Mapping and Expansion Plan Template"
 ---
-For each account we have identifed there is significant growth opportunity, we want to create an [Account Mapping and Expansion Plan](https://docs.google.com/presentation/d/1yQ6W7I30I4gW5Vi-TURIz8ZxnmL88uksCl0u9oyRrew/edit#slide=id.g1d0d9137b6_2_38) to help us realize the potential for every account.
+For each account we have identified there is significant growth opportunity, we want to create an [Account Mapping and Expansion Plan](https://docs.google.com/presentation/d/1yQ6W7I30I4gW5Vi-TURIz8ZxnmL88uksCl0u9oyRrew/edit#slide=id.g1d0d9137b6_2_38) to help us realize the potential for every account.
 This template can be used for both Prospects and Customers but some questions will only pertain to Customers.
 To create an account mapping and expansion plan:
-1. Create a copy of this document by going to File > Make a Copy. 
-2. Then, name the file following this format: Company Name 2017 Account Plan. 
+1. Create a copy of this document by going to File > Make a Copy.
+2. Then, name the file following this format: Company Name 2017 Account Plan.
 3. Save it in a Google Drive folder under Sales->Customers->Your Customer
-4. Paste the Account Plan link into the Description field on the Account in SFDC 
-
-
-
+4. Paste the Account Plan link into the Description field on the Account in SFDC

source/handbook/customer-success/index.html.md → source/handbook/account-management/index.html.md

 ---
 layout: markdown_page
-title: "Customer success"
+title: "Account Management"
 ---
-- [Demo scripts](/handbook/sales/demo/)
-- [On-boarding of large clients](large_client_on-boarding/)
-- [On-boarding of premium support clients](premium_support_on-boarding/)
-- [How to engage a Solutions Architect](engaging/)
-- [Account Mapping and Expansion](account-expansion/)
-## Customer Segmentation
-Customer Success segments the market based on IT or TEDD employees
-Strategic: 5000+ employees
-Large: 750 - 4999 employees
-Mid Market: 100 - 749 employees
-SMB: less than 100 employees
-
-Customer Success has two roles assigned to account coverage - Solutions Architect (SA) and Account Manager
-
-Strategic: Sr. Account Eexecutive closed deal and stays on account for growth and renewal.  Solutions Architect is assigned pre sales and stays on the account to help with adoption and growth.
-Large: Sr. Account Eexecutive closed deal and stays on account for growth and renewal.  Solutions Architect is assigned pre sales and stays on the account to help with adoption and growth
-Mid-market: Account Executive closes deal and transfers to Account Manager to handle renewals and growth.
-SMB: Web Portal with Sales Admin oversight
+- [Demo scripts](/handbook/product/i2p-demo)
+- [On-boarding of large clients](/handbook/account-management/large_client_on-boarding/)
+- [On-boarding of premium support clients](/handbook/account-management/premium_support_on-boarding/)
+- [How to engage a Customer Success Engineer](/handbook/account-management/engaging/)
+- [Account Mapping and Expansion](/handbook/account-management/account-expansion/)
+## Customer Roles
+Customer Success has two roles assigned to account coverage - Solutions Architect (SA) and Account Manager (AM).  For definitions of the account size, refer to [market segmentation](/handbook/sales#market-segmentation) which is based on the _Potential EE Users_ field on the account.
+- Strategic: Sr. Account Executive closed deal and stays on account for growth and renewal.  Solutions Architect is assigned pre-sales and stays on the account to help with adoption and growth.
+- Large: Sr. Account Executive closed deal and stays on account for growth and renewal.  Solutions Architect is assigned pre-sales and stays on the account to help with adoption and growth.
+- Mid-Market: Account Executive closes deal and transfers to Account Manager to handle renewals and growth. The Account Manager records the Previous Account Owner on the Opportunity Team in any deals while the account is in the New Customer period within the first 12 months including the first annual renewal.
+- SMB: Web Portal with Sales Admin oversight.
 ## Customer On-boarding Checklist
@@ -37,9 +30,7 @@ SMB: Web Portal with Sales Admin oversight
 8.	**Renewal/Expansion** — (10 months) Check in with the customer and let them know they are soon due for renewal. Are there any changes to who is responsible for the renewal or otherwise? Good time to ask about their team growth to see if they need more seats.  Good time to educate and develop need for GitLab Products.
 9.	**Renewal** — (11 months) Check in with the customer if they have not yet renewed, if there are any blockers to renewal or any changes to expect.
 10.	**Renewal** — (12 months) Follow up with the customer, if we have lost their renewal discover the reasons why we did not succeed and if any changes can be made or improved. If they have moved to another solution, which and why?
-11. **Expansion** —  For Strategic Deals, an [Account Expansion Template](https://about.gitlab.com/handbook/customer-success/account-expansion/) should be created.
-
-
+11. **Expansion** —  For Strategic Deals, an [Account Expansion Template](/handbook/account-management/account-expansion/) should be created.
 ## Customer Engagement
@@ -63,13 +54,10 @@ _Consider creating other tasks as interactions and events occur with the particu
 ### Follow-up
 So, you got a response! Now what?
-Note a summary of your feedback in salesforce and any key points that you will need to follow up on your next check-in.
-
-* We love GitLab! For positive feedback, add comments to [issue 20893](https://gitlab.com/gitlab-org/gitlab-ce/issues/20893).
-* For feedback where we can work to improve, add comments to [issue 20860](https://gitlab.com/gitlab-org/gitlab-ce/issues/20860).
+Create an entry in the **Feedback** section of Salesforce at any time input is received on an account.
 **Issues**
-* Request the GitLab ID for your customer and create a new issue where necessary. In the [CE Issue Tracker](https://gitlab.com/gitlab-org/gitlab-ce/issues) apply the `customer` label.
+* Request the GitLab ID for your customer and create a new issue where necessary. In the [CE Issue Tracker](https://gitlab.com/gitlab-org/gitlab-ce/issues) apply the `customer` or `customer+` (if qualified) label.  The same labels are also in the [EE Issue Tracker](https://gitlab.com/gitlab-org/gitlab-ee/issues).
 * If there is good business justification for an existing issue, you can advocate on behalf of the customer.
 * If the customer has a support query, log a [Zendesk](https://support.gitlab.com) ticket on their behalf for the Support team to address.
@@ -77,7 +65,7 @@ Continue with the [Checklist](#customer-on-boarding-checklist), and follow any o
 ### Unsuccessful Customer Engagement
 You've sent your customer introduction and they do not reply. To reduce chances for unsuccessful engagement and the overall onboarding, exhaust other outreach beyond a personal introduction by deploying some of the product focused tasks below.
-* Send a 'Keep in Touch' request in Salesforce.
+* Send a 'Keep in Touch' request in Salesforce or through Outreach.
 * Create or use templates in salesforce (access via: my settings > email > email templates > customer success folder) to educate customers about Geo, File Lock and latest releases or [blog posts](https://about.gitlab.com/blog/).
 * For some situations, request a submission through the [Customer Feedback](https://docs.google.com/a/gitlab.com/forms/d/17D8FZSqcw2SQeHxiru2tAN9EXZiixGYgzhdgrSxlbt4) form.
 * Check the non-responsive customer's license version, let them know the benefits of the [latest release](https://about.gitlab.com/blog/) from the blog.
@@ -96,10 +84,10 @@ As mentioned in the [Sales Handbook](https://about.gitlab.com/handbook/sales/),
 ### Assignments
 * `ar@`: these inquiries will continue to be managed by the Finance team. An AE/AM may get involved when the Case is escalated. They are created in Salesforce simply for visibility.
-* `renewals@`: these inquiries will be assigned to the current Account Owner. If there is no current AE or if the account was closed via the web portal and owned by Sales Admin, then James will manage all inquiries for NCSA, Julie for all APAC regions, while Timo will handle customers located in EMEA.
+* `renewals@`: these inquiries will be assigned to the current Account Owner. If there is no current AE or if the account was closed via the web portal and owned by Sales Admin, then James will manage all inquiries for NCSA-West, Peter for NCSA-East, Julie for all APAC regions, while Timo will handle customers located in EMEA.
 ### Renewal Notifications
-There following are the different types of renewal notifications from Zuora. Renewal notifications are sent from `renewals@gitlab.com` and will create a CASE upon response.
+The following are the different types of renewal notifications from Zuora. Renewal notifications are sent from `renewals@gitlab.com` and will create a Case upon response.
 * Manual Renewals: For subscriptions where Auto-Renewal is FALSE, a renewal notification is sent 60, 30, 7, and 1 day before the subscription expiration date.
 * Automatic Renewals: For subscriptions where Auto-Renewal is TRUE, a renewal notification is sent 30 days before the subscription expiration date.
@@ -130,3 +118,4 @@ There following are the different types of renewal notifications from Zuora. Ren
 ## Other Account Management Topics
 - [Why the AM is Becoming the Lebron James of the Modern Sales Org](http://www.saleshacker.com/why-the-am-is-becoming-the-lebron-james-of-the-modern-sales-org/)
 - [How to Succeed at Key Account Management](https://hbr.org/2012/07/how-to-succeed-at-key-account)
+- [Develop and Nurture Your Relationships to Drive Renewals and Increase Upsells](https://business.linkedin.com/sales-solutions/blog/sales-reps/2017/05/develop-and-nurture-your-relationships-to-drive-renewals-and-inc)

source/handbook/customer-success/account-expansion/index.md

----
-layout: markdown_page
-title: "Account Expansion Plan Template"
----
-
-For each account we have identifed there is significant growth opportunity, we want to create an account expansion plan to help us realize the potential for every account.
-To create an account expansion plan: 
-1. Create a new issue withing the [Customer Success Issue Tracker[(https://gitlab.com/gitlab-com/customer-success/issues).  This is a private project so customer names can be mentioned.
-1. Name the issue "Account Name - Expansion Plan"
-1. Copy and paste the template below into the issue you just created
-1. Modify the template based on your specific situation with any tasks you feel would be relevant.  This template is just a guide.
-1. For any tasks you are needing help on, please add a comment noting the actual task and cc the person you are requesting help from and the ask you have of them.
-
-```
------------------------------
-### ACCOUNT EXPANSION TEMPLATE
-
-- [ ] Who is/are our internal champion(s)? someone who sells GitLab internally to their colleagues and management when there is no GitLab employee present.
-- [ ] Have you checked version.gitlab.com to see if there are CE licenses in use there already?
-- [ ] Check the Usage pings at version.gitlab.com to gather information about how the customer is using his current subscription
-- [ ] Have you checked SFDC to see if there are related companies that have purchased?  
-- [ ] Have you checked to see if there are users of gitlab.com with email addresses at your target's domain?  These could be champions or have logged issues with us whose state would be important to know
-- [ ] Is there a reseller who has done lots of business with them in the past?  Our resellers likely have deeper relationships than we do at their customers and therefore very influential.  
-- [ ] Does the target company share investors with us (Khosla, August, Joe Montana, Ashton Kutcher, etc)?  Mutual investors can be Über influential and are on our side.
-- [ ] How do they make money?
-- [ ] Which parts of the world do they operate in?
-- [ ] What different business units exist at the company
-- [ ] Record their industry within the account object of Salesforce.com
-- [ ] Recorded is in their technology stack within Salesforce.com 
-- [ ] What development tools within the company are provided 'as-a-service' by Engineering IT/Infrastructure and how does GitLab get on that list?
-- [ ]  Any executive changes at the company, company specific challenges and any relevant news events/press releases for the last year?
-- [ ] Does the company have any job postings for developers?  Can learn a lot about what tools they use and where their locations are at from job postings.
-- [ ] Is the company a proponent of using Open Source software? 
-- [ ] Check Zendesk to see how many and what support requests the customer has submitted and how they were resolved.
-- [ ] Check CE and EE issues tracker to see whether any open issues remain or (for closed ones) we can demonstrate our continued support for their needs.
-- [ ] Have a clear understanding of which group/division is using GitLab, what for and who is responsible for the server. The teams may be different. Eg: a product team might be using GitLab for development but an Infrastructure team is responsible for maintaining the server.
-- [ ] Determine if the team maintaining the GitLab server is some sort of shared services team. ie: can they support anyone in the entire company. If not, does such a team exist?
-- [ ] What development initiatives are underway or being considered eg: code sharing / inner-sourcing; DevOps; Cloud; Agile; CI/CD? What team is or would be driving those initiatives?
-- [ ] Offer a product demo highlighting new features to the existing user group and have them invite others from outside the group
-- [ ] Do they understand the complete potential for both EE users and GitLab Products?  
-- [ ] Have they shared the timeline they are looking at to add users? 
-- [ ] Is there interest in a multi-year commitment? 
-- [ ] Do you know if there is budget allocated for an expansion? If so, do you know the number? 
-- [ ] Have you identified the right DM's for expansion? Who is all involved in this decision? 
-- [ ] Introductions by your current contact to other groups or the right Decision Maker underway? If not, what do you need to do to get this? 
-- [ ] Do you have a meeting scheduled with the right Decision Maker? If not, do you have a timeline for the right time to discuss with them established? 
-- [ ] Is there a current pilot underway that will be influential in the potential expansion? 
-- [ ] If there is a pilot, have you identified the key results [success criteria - use](https://about.gitlab.com/handbook/sales/POC/) needed from it for expansion to happen? 
-- [ ] Do you need to send any trial license keys to other groups, or trial's for GitLab Products? Use [POC template](https://about.gitlab.com/handbook/sales/POC/)
-- [ ] If so, did you set a meeting 2 weeks into it to hear about their experience so far? 
-- [ ] Have you found out what potential deal blockers are, and if there are reasons they wouldn't expand, what would those be? 
-- [ ] Plan to resolve concerns shared with prospect?
-- [ ] After your meeting with the DM/DM's, what is your next step after sending them a follow up? 
-- [ ] Next meeting date confirmed ?
-- [ ] Have you put together a proposal and included options that meet their needs you discovered above? i.e. multi-year prepaid, ramped up, etc. 
-- [ ] Does your contact need any assistance presenting your proposal or need materials from you in order to present GitLab in the best way possible? 
-- [ ] Do you have a date to work towards to have the purchase complete? 
-- [ ] Opportunity created with type called new division - existing business.  Add link?
-```
\ No newline at end of file

source/handbook/index.html.md

@@ -43,7 +43,7 @@ Please use <a href="https://gitlab.com/gitlab-com/www-gitlab-com/issues">issues<
   * [Social Marketing](/handbook/marketing/social-marketing/)
   * [Social Media Guidelines](/handbook/marketing/social-media-guidelines)
 * [Sales](/handbook/sales)
-  * [Customer Success](/handbook/customer-success)
+  * [Account Management](/handbook/account-management)
   * [SDR Handbook](/handbook/sales/sdr/)
   * [SDR Playbook Onboarding](/handbook/sales/sdr/sdr-playbook-onboarding)
 * [Finance](/handbook/finance)

source/handbook/sales/sop/index.html.md

@@ -260,7 +260,7 @@ If you'd like to save time by cloning an existing quote, you can do so by doing
 1. On the Quote Detail page of the quote you want to clone, click Clone Quote.
 2. On the Quote Clone Configuration page, select the following options:
     * Clone Products: Select to clone the products associated with the quote. This option only applies to the New Subscription quotes. Ensure that the products associated with the quote are maintained in the current version of the product catalog.
-    * Maintain Quote: Select to be directed to the first step in the Quote Wizard flow that allows you to edit the newly cloned quote. The flows are configured based on the quote type, i.e., New Subscription, Amendment, and Renewal, in the Quote Wizard Settings. 
+    * Maintain Quote: Select to be directed to the first step in the Quote Wizard flow that allows you to edit the newly cloned quote. The flows are configured based on the quote type, i.e., New Subscription, Amendment, and Renewal, in the Quote Wizard Settings.
 5. Click Next.
     * If you selected the Maintain Quote option, you are redirected to the first step in the Quote Wizard of the newly cloned quote.
     * If you did not select the Maintain Quote option, you are redirected to the Quote Detail page of the newly cloned quote.
@@ -444,7 +444,7 @@ A Case is a question or feedback from a prospect or customer. While there are ma
 * ar@: questions around billing or payments.
 * renewals@: these are questions regarding renewing a subscription.
 * support@: these are technical questions or issues submitted by our customers or trial users.
-* Please see the [Customer Success Handbook] (https://about.gitlab.com/handbook/customer-success/) for more information regarding existing customer inquiries.
+* Please see the [Account Management Handbook] (https://about.gitlab.com/handbook/account-management/) for more information regarding existing customer inquiries.
 #### Emails to Sales@
 When a case is submitted, if the contacts email address is in Salesforce, the contact owner will be assigned to the case.  If there is no match, the case will go to our [BDR Queue](https://na34.salesforce.com/500?fcf=00B610000042ioq). Anyone can check this queue and reassign to yourself if this is your contact or respond to this case.