Using Issue Prioritization Dashboard as a CSM
The Customer Prioritization Framework is currently an MVC and in its initial pilot phase.** Work in progress can be seen on the WG:Prioritization Framework issue board. For any questions or to collaborate, feel reach out to DRI @gweaver or join the ongoing bi-weekly sync
Dashboard
The issue prioritization dashboard is located in Sisense. The data is aggregated from the feedback template used when a customer or prospect has expressed interest in a feature.
How CSMs use the dashboard
You can filter dashboard by Customer Success Manager. This will give you all customer requested issues for a CSMs book of business. You can also filter dashboard by a specific customer or prospect. This will give you a customer specific view of their requested issues.
Cadence Calls
Utilize the Recently Opened and Recently Closed dashboard views during your customer cadence calls.
In the Recently Opened view, CSMs can confirm a customer requested issue has been prioritized by referencing the Deliverable column.
In the Recently Closed view, CSMs can share the recently released feature requests the customer has interest in. This can help drive frequency of GitLab upgrades.
Executive Business Reviews
Utilize the Customer Drill Down section during Executive Business Reviews to highlight trends in a customers specific feature requests. The Open User Requests view shows trends of how many open and closed requests the customer has. The Open User Requests by Issue/Epic Type shows trends of feature requests and bug fixes.
Top Issues/Epics
Customers will often ask “Are we the only customer interested in this feature?”. To answer this, utilize the Top Issues/Epics Product Groups For section. This will give you a view of the most requested issues at GitLab.
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