Case Study creation is maintained by the Customer Reference Team in the Product and Solution Marketing/Product Marketing Project. When a reference manager begins the process of new case study creation, the following steps are taken:
Issue created using Case Study Template in this project
Customer Reference Manager begins to gather information (from Reference Edge, Command Plan, other internal resources such as sales call notes)
Customer Reference Manager syncs with CSM/AO
Customer Reference Manager conducts initial outreach: this includes email, call, and follow up.
Customfer Reference Manager links call notes and recording to case study issue
Customer Reference Manager identifies appropriate PMM and opens a PMM issue, links to Case Study issue and PMM Involvement Epic.
In advance of second call (in-depth): Customer Reference Manager provides customer with appropriate Metrics Questions by copying this template and placing new file in the appropriate customer folder in this G-Drive folder. Hide tabs that do not apply, and add questions where indicated by PMM or the Customer
In advance of second call (in-depth): Customer Reference Manager provides customer with appropriate questions (see below list), updating based on PMM or customer indications.
Customer Reference Manager opens Partners issue, if applicable
Customer Reference Manager condcuts In-Depth interview with customer and invites any stakeholders from GitLab (PMM, Partners, etc.) where appropriate
Customer Reference Manager sends in-depth recording to be transcripted. Provides customer with transcript for approval
Once transcript is approved and metrics are gathered, Customer Reference Manager sends to contracted writer for Case Study creation.
Once draft is received, edit for brevity, accuracy, and appropriate focus. Customer Reference Manager will share with content team for final review, and with customer for final approval prior to publication.
Customer Reference Manager will seek PR where appropriate prior to publication.
Customer Blogs are managed by the CR team and typically they will focus on SMB/MM customer success stories.
Customer quotes and logo approvals are managed by the CR team and typically they will focus on SMB/MM customer success stories.
Read the current GitLab customer case studies on the GitLab customer page.
Interview Questions: (Select the questions we should ask)
Note, these questions will be adjusted based on specific UseCases and Value Drivers Identified by the CRM team, with possible custom additional questions as determined by PMM/CRM engagement, please confer with CRM before regarding appropriate timing for provision of questionnaire
Feedback on GitLab
Impact of GitLab
Customer Use Case Questions Depending on the customers use cases; please select the appropriate questions below to ask the customer.
Version Control & Collaboration (VC&C)/Source Code Management (SCM)
Continuous Integration (CI)
Continuous Delivery (CD)
Development, Security, and Operations (DevSecOps)
Agile Project Management (Agile)
Simplify Development Operations / End to End DevOps (DevOps)
Cloud Native Approach to Applications Development (CloudNative)
- K8s executor?
- Canary deployments?
- AutoDevOps? Using Templates?
- CI/CD to orchestrate deployments?
- When did you start adopting K8s? (before/after GitLab?)
- How long did it take you? (cost of efficiency, speed, security)
Infrastructure as Code (GitOps)
Deployment Strategy Questions
Professional Services Questions
Education Program Customers
Open Source Program Customers
We have a **Metrics Spreadsheet Template that serves as the basis for the custom Metric form we will send to customers along with their custom questions. Based on the value drivers identified, hide or include tabs.
Written Case studies are vital to showcasing the success of our customers and display how they overcame the pain and challenges their organizations were facing in their software development lifecycle. This is an opportunity to describe how GitLab helps overcome these pain points and provide value to the organnization. Often these stories require time for proof points and metrics to be established within customer organization. Here are the steps to creating written case studies.
Please note that we can facilitate customer interviews in other languages (FR/DE/IT/ES/JP) if the customer prefers this option
/data/case_studiesdirectory under Marketing site repo (www-gitlab-com project). This can be accomplished in the Web IDE.
The customer approval form includes permission to localise the reference content into different languages hosted on our website.