Customer Insight Portraits are continuously maintained profiles of customers (organizations, individuals, and/or communities) that enable and simplify high-impact content creation of multiple types while minimizing demand on customers and GitLab Team Members.
The Customer Insight Portraits (CIP) will be Maintained under Customer Reference Program Content - Customer Insight Portraits and be maintained by the Customer Reference Managers in their appropriate Regions as Parent Issues
Within the Parent issue is the customer snapshot, child issues, and links to active assets. Each Parent Issue is labeled to easily find content within each CIP.
Order of Operations will be:
Customer Insight Portrait issue will be created
Customer Reference Manager begins to gather information (from Reference Edge, Command Plan, other internal resources such as sales call notes)
Customer Reference Manager syncing with TAM/AO
Customer Reference Manager conducts initial outreach call, links call notes and recording to Insight Portrait.
Customer Reference Manager identifies appropriate PMM and opens that issue, links to Insight Portrait and PMM Involvement Epic.
Customer Reference Manager opens Partners issue, if applicable
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
We have 3 Metric Form templates that serve as the basis for the custom Metric form we will send to customers along with their custom questions. Based on the value drivers identified, combine forms together.
Value Driver 1 - Increasing Operational Efficiencies
Value Driver 2 - Deliver Better Products Faster
Value Driver 3 - Reduce Security and Compliance Risk
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
Education Program Customers
Open Source Program Customers
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.