From bea48a206ac450f3b99a94e6757bd12a8d11300e Mon Sep 17 00:00:00 2001 From: Laney Mangan Date: Mon, 11 Sep 2023 11:56:17 -0400 Subject: [PATCH 1/2] Update README.md --- README.md | 24 ++++++++++++++++++++++-- 1 file changed, 22 insertions(+), 2 deletions(-) diff --git a/README.md b/README.md index 86e3e4b..17b61ce 100644 --- a/README.md +++ b/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 that is 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: +The purpose of this repo is 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 | | ------- | ------------ | @@ -15,3 +17,21 @@ We use this repo to track all requests, questions and new users for the CRM. You | [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)) +| [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) + From c947e2e732b3735deeb7cb6dde8050410cf6d892 Mon Sep 17 00:00:00 2001 From: Anthony Rollins Date: Thu, 14 Sep 2023 17:25:45 -0700 Subject: [PATCH 2/2] review of README.md Small changes to Customer Success and About the Repo sections. --- README.md | 6 +++--- 1 file changed, 3 insertions(+), 3 deletions(-) diff --git a/README.md b/README.md index 17b61ce..78bc7e8 100644 --- a/README.md +++ b/README.md @@ -1,12 +1,12 @@ # Customer Success 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 that is 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. +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 -The purpose of this repo is 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. +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 | | ------- | ------------ | @@ -16,7 +16,7 @@ The purpose of this repo is to track all tasks related to Customer Success. 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