Update README.md (#334)

README.md

@@ -1,10 +1,12 @@
 # Customer Success
 
-This repository contains customer service and CRM tasks and documentation.
+This repository contains tasks and requests for Customer Success and the Cal-ITP CRM, Hubspot.
+Customer Success is a Cal-ITP function that provides transit agencies with the resources and technical assistance they need to take advantage of Cal-ITP's various services. Typically, this is done through proactive outreach (campaigns) with customers and reactive customer support (support tickets). The CRM is a crucial tool managed and maintained by the Customer Success team. The CRM ensures that the Cal-ITP team has a reliable database of contact information, communication history, workflows, shared inboxes, reports, and more. 
+
 
 ## About the Repo
 
-We use this repo to track all requests, questions and new users for the CRM. You can find all form templates below to add an issue for the CRM:
+This repo aims to track all tasks related to Customer Success. You can find all form templates below to create a new issue. Each issue is assigned an OKR that is tracked in our projects tab to ensure the work being performed by the Customer Success team is in line with the broader goals and mission. 
 
 | Template Form | Description |
 | ------- | ------------ |
@@ -14,4 +16,22 @@ We use this repo to track all requests, questions and new users for the CRM. You
 | [Question Request Form](https://github.com/cal-itp/customer-success/issues/new?assignees=&labels=question&template=question-request-form.yml&title=Question%3A+) | Ask a general question about the CRM. |
 | [Reporting Request Form](https://github.com/cal-itp/customer-success/issues/new?assignees=&labels=reporting&template=reporting_request_form.yml&title=%5BReporting+Request%5D%3A+) | Request a new CRM metric and or report. |
 | [Deals Pipeline Request Form](https://github.com/cal-itp/customer-success/issues/new?assignees=&labels=deals-pipeline&template=deals-pipelines-request-form.yml&title=%5BDeals+Pipeline+Request%5D%3A+) | Request a new deals pipeline in the CRM.
-| [CRM Record Update Form](https://github.com/cal-itp/customer-success/issues/new?assignees=&labels=crm-update&template=crm-record-update.yml&title=%5BCRM+Record+Update%5D%3A+) | Request an record update to the CRM (Use [Internal Support Pipeline](https://app.hubspot.com/contacts/5519226/objects/0-5/views/9946408/board))
+| [CRM Record Update Form](https://github.com/cal-itp/customer-success/issues/new?assignees=&labels=crm-update&template=crm-record-update.yml&title=%5BCRM+Record+Update%5D%3A+) | Request a record update to the CRM (Use [Internal Support Pipeline](https://app.hubspot.com/contacts/5519226/objects/0-5/views/9946408/board))
+| [Cohort request form](https://github.com/cal-itp/customer-success/issues/new?assignees=&labels=cohort&projects=&template=cohort-request.yml&title=%5BCohort+Request%5D%3A+) | Request a transit agency be added to the cohort list
+| [Outreach Campaign Request Form](https://github.com/cal-itp/customer-success/issues/new?assignees=&labels=communications&projects=&template=outreach-campaign-request.yml&title=%5BOutreach+Campaign+Request%5D%3A+) | Request the Customer Success team conduct an outreach campaign on a specific subject matter
+
+## Resources
+### Customer Success Resources
+[Customer Success Philosophy](https://docs.google.com/document/d/1Pe4P6qoD8O-YLP0BJLpqSYaYxBv-9oOMucDbyqLzwMM/edit#heading=h.2qigru6qc5ib)
+
+[Account Manager One-Pager](https://docs.google.com/document/d/1LBxKkuugRKPFa5e3BoCQM4sIO0miJwLpxSyA8kRd14s/edit#heading=h.31pkpwiacyux)
+
+[Customer Success Documentation Catalog](https://docs.google.com/document/d/1cowfa-l3x4blDkrF8I6WmN7NHEGQHYV_8MemE0a7CUc/edit#heading=h.pyrmft6v7lss)
+
+[Menu of Services](https://docs.google.com/document/d/118-tOm14bgIWXtiBx_rZ-Picxdv9JqpD4PS7WXjkoiM/edit)
+
+### CRM Resources
+[CRM Guide](https://docs.calitp.org/customer-success/getting-started/what-is-a-CRM/)
+
+[Hubspot 101 Slidedeck](https://docs.google.com/presentation/d/1vp3zjclRAAnV_FJ-Yuk2409en24QzSQXSw5-vnN3b_8/edit#slide=id.g25944cd2387_0_0)
+