From 63dd998dc17784499cc4cac103745e8795a29c06 Mon Sep 17 00:00:00 2001 From: Desmi-Dizney <99777687+Desmi-Dizney@users.noreply.github.com> Date: Fri, 6 May 2022 09:13:04 -0500 Subject: [PATCH] https://github.com/fleetdm/fleet/pull/5210 (#5495) Editor pass for: https://github.com/fleetdm/fleet/pull/5210 --- handbook/customers.md | 18 +++++++++--------- 1 file changed, 9 insertions(+), 9 deletions(-) diff --git a/handbook/customers.md b/handbook/customers.md index e7a0653d7..0c0c10991 100644 --- a/handbook/customers.md +++ b/handbook/customers.md @@ -98,17 +98,17 @@ The following table lists the Customers group's rituals, frequency, and Directly |:-----------------------------|:-----------------------------|:----------------------------------------------------|-------------------| | Overnight customer feedback | Daily | Check Slack for customer feedback that occurred outside of usual business hours.| Tony Gauda | | Customer Slack channel monitoring | Daily | Continuously monitor Slack for customer feedback, feature requests, reported bugs, etc., and respond in less than an hour. | Tony Gauda | -| Customer follow up | Daily | Follow up and tag appropriate personnel for follow up on customer items in progress and items that remain unresolved. | Tony Gauda | -| Internal follow up | Daily | Go through Fleet's internal Slack channels to check for any relevant new information or tasks from other teams. | Tony Gauda | -| Customer debrief | Weekly | Discuss customer questions, requests and issues with the product team. | Tony Gauda | +| Customer follow-up | Daily | Follow-up and tag appropriate personnel for follow up on customer items in progress and items that remain unresolved. | Tony Gauda | +| Internal follow-up | Daily | Go through Fleet's internal Slack channels to check for any relevant new information or tasks from other teams. | Tony Gauda | +| Customer debriefs | Weekly | Discuss customer questions, requests, and issues with the Product team. | Tony Gauda | | Stand-up | Weekly | Meet with the Engineering team three to four times a week to share information and prioritize issues. | Tony Gauda | -| Customer request backlog | Weekly | Check-in before product office hours to ensure that all information necessary has been gathered before presenting customer requests and feedback to the product team. | Tony Gauda | +| Customer request backlog | Weekly | Check-in before product office hours to ensure that all information necessary has been gathered before presenting customer requests and feedback to the Product team. | Tony Gauda | | Product office hours | Weekly | Present tickets and items brought to Fleet's attention by customers that are interesting from a product perspective and advocate for customer requests. | Tony Gauda | -| Customer meetings | Weekly | Check-in on how product and company is performing, provide updates on new product features or progress on customer requests. These are private meetings with one meeting for each individual commercial customer. | Tony Gauda | -| Product review | Every three weeks | Meet with product team to gain product pipeline visibility in order to gather info on new features and fixes in the next release. | Tony Gauda | -| Release announcements | Every three weeks | Update customers on new features and resolved issues in an upcoming release. | Tony Gauda | -| Sales huddle | Bi-monthly | Meet with sales team to gain sales pipeline visibility for business intelligence and product development purposes, such as testing scalability for potential customer's needs, predicting product success obstacles, etc. | Tony Gauda | -| Advisory meetings | Quarterly | Peer network feedback and Q& with other industry professionals. Mostly discussions on refining process. | Tony Gauda | +| Customer meetings | Weekly | Check-in on how product and company are performing, provide updates on new product features or progress on customer requests. These are private meetings with one meeting for each individual commercial customer. | Tony Gauda | +| Product review | Every three weeks | Meet with the Product team to gain product pipeline visibility in order to gather info on new features and fixes in the next release. | Tony Gauda | +| Release announcements | Every three weeks | Update customers on new features and resolve issues in an upcoming release. | Tony Gauda | +| Sales huddle | Bi-monthly | Meet with Sales team to gain sales pipeline visibility for business intelligence and product development purposes, such as testing scalability for potential customer's needs, predicting product success obstacles, etc. | Tony Gauda | +| Advisory meetings | Quarterly | Peer network feedback and Q& with other industry professionals. Mostly discussions on the refining process. | Tony Gauda | ## Slack channels The following [Slack channels are maintained](https://fleetdm.com/handbook/company#group-slack-channels) by this group: