The CSM team's primary focus is to align with a customer's desired business outcomes, enable the customer in their current use case, and expand the customer's use case into new use-cases. We accomplish this through use-case adoption, which has two critical motions: enablement and expansion.
GitLab’s primary point of differentiation is our single application approach. As we continue to drive value in any given use-case or category, our first instinct should be to connect that feature or product experience to other parts of the GitLab product. These cross-use-case connections will drive differentiated customer value, and will be impossible for point product competitors to imitate.
Our mission as a customer success team is to create value for our customers. As a customer adopts additional DevOps use-cases with GitLab, they see an increased return-on-investment (ROI). They receive this increased ROI by increasing operational efficiencies, delivering better products faster, and reducing security and compliance risk.
For the CSM team in driving use-case enablement, there are two critical motions:
Note: To ensure that your use-case Enablement or use-case Expansion CTA is included in reporting, please make sure to attach a playbook to the CTA.
Each Use Case (CI, DevSecOps…) is determined by the Playbook Name, which is selected by the CSM when initially created. This automation (using the Playbook Name) automates the process so there is not an additional field to complete.
The filter used to identify Closed Enable/Expand CTAs are: