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Updating sales pipeline #69

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Apr 21, 2021
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Updating sales pipeline #69

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Updating sales pipeline
choldgraf Apr 13, 2021
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Update managed-hubs/sales.md
choldgraf Apr 21, 2021
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4 changes: 2 additions & 2 deletions conf.py
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Original file line number Diff line number Diff line change
Expand Up @@ -70,8 +70,8 @@
]
myst_url_schemes = ["https", "http", "ftp", "mailto"]
intersphinx_mapping = {
"pi": ('https://2i2c.org/pilot', None),
"ph": ('https://2i2c.org/pilot-hubs', None)
"pi": ('https://pilot.2i2c.org', None),
"ph": ('https://pilot-hubs.2i2c.org', None)
}

panels_add_bootstrap_css = False
88 changes: 57 additions & 31 deletions managed-hubs/sales.md
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Expand Up @@ -7,56 +7,86 @@ This page has information to help guide this process.

Here are some locations of common documents used in the sales process (other than the repositories described below).

- [The Sales folder in Google Drive](https://drive.google.com/drive/u/0/folders/1DEjtQ_hBw2Qae02_oe9UaGmRMYIkzJla) - contains all folders and information that cover the sales and contracting process.
- [The leads folder in Google Drive](https://drive.google.com/drive/folders/1zBXL0X3S28W6iNAshBMaXF7gSpvnXa83?usp=sharing) - contains a folder for each lead that 2i2c is currently engaging.
- [The sales assets folder in Google Drive](https://drive.google.com/drive/folders/1aMZILBmFSTYBSB9EwyV5wRpcuprM06dJ?usp=sharing) - contains all templates, email copy, stationery, etc that is useful in 2i2c sales.
[The Managed Hub Service folder](https://drive.google.com/drive/folders/1QuvUvwFxPAxw-bJ6_zjgwKXPurHC6UfW?usp=sharing)
: Contains all folders and information that cover the Managed Hub Service, including sales and contracting.

## Overview of workflow
[The leads folder](https://drive.google.com/drive/folders/1msuG0xWPbawMwesD8LZxdMClP-GVpgT2?usp=sharing)
: Contains a folder for each lead that 2i2c is currently engaging. This is where we store client-specific information, such as price quotes or contracts that have been sent to them.

We use two repositories to track leads / customers
: - [**`2i2c-org/leads`**](https://github.com/2i2c-org/leads). Information about all leads and sales that might lead to a new contract or sub-award.
- [**`2i2c-org/pilot-hubs`**](https://github.com/2i2c-org/pilot-hubs). Information about *currently running hub deployments* to keep track of our running hubs and divide responsibility between them.
[The sales assets folder](https://drive.google.com/drive/folders/1aMZILBmFSTYBSB9EwyV5wRpcuprM06dJ?usp=sharing)
: Contains all templates, email copy, stationery, etc that is useful in 2i2c sales.

## The Leads to Sales workflow

### Lead generation and triage
### Overview

Creating a lead
: Often people will contact us just to ask questions and learn more. When they show obvious interest in working with 2i2c, they are now a lead. [**Create an issue in `leads/`**](https://github.com/2i2c-org/leads/issues/new?assignees=&labels=lead&template=new-lead.md&title=%5BLead+org+%2F+Lead+person%5D+-+%5BLead+title%5D) and follow the checklist in that issue to follow-up. (a short overview is below)
We use `Monday.com` to track our leads
: [**This Monday Board**](https://icsi-company.monday.com/boards/1140216585) keeps track of all leads in the sales process. Below is an overview of each step in the process.

Leads each have a stage on the project board
: We keep a high-level view of all leads [at this project board](https://github.com/2i2c-org/leads/projects/1). This board gives an overview of where we are in the follow-up process for each lead.
Status fields indicate each step of the sales process
: We use Monday **status fields** to indicate where we are in the leads process. For example, a new lead is in the "Send Questionnaire" status of the "Triage Phase". This means that the next action is to send them a questionnaire.

Each lead gets a Drive folder
: Once we create any kind of asset attached to a lead (e.g., a budget, SOW, or notes from a meeting), create a folder for them. These exist in [the `sales/leads/` folder of the 2i2c Google Drive](https://drive.google.com/drive/folders/1zBXL0X3S28W6iNAshBMaXF7gSpvnXa83?usp=sharing).
Fill in information following each status column
: As leads progress through the sales process, we need more information from them, eventually leading to a contract. Fill in this information, and once we reach the next "status" column on the board, we have entered a new phase of the process. At the end of a sale (AKA, once an invoice is sent an paid), all columns of the row should be filled.

### Converting leads into sales
### Triage stage

The leads questionnaire helps triage and estimate work
: We gather the most structured and useful information for our leads using [the leads generation questionnaire](https://docs.google.com/forms/d/1KHw-4Wdyoofv-6CENeiOSbnC62LKdx55QTcZmXQVkkc/edit?usp=sharing). This should have questions that allow us to gather the information noted in [](sales:questions-to-answer).
The first stage is to understand whether an interested party is in-scope for 2i2c, and a good fit for the Managed Hub Service.

Create a lead
: When others show obvious interest in working with 2i2c, they are now a lead. [**Create a new item in the sales pipeline**](https://icsi-company.monday.com/boards/1140216585) and fill in the relevant information for them (everything up to "triage status").

Send the questionnaire
: To understand whether a lead is a good fit, we've created [a short questionnaire](https://forms.gle/VFzs364iNrJgKnKu9) for them. Send a link to the questionnaire.

Create a Lead Folder for them
: As soon as a lead responds to the questionnaire, create a folder for them [in the leads folder](https://drive.google.com/drive/folders/1msuG0xWPbawMwesD8LZxdMClP-GVpgT2?usp=sharing). Use this to store any lead-specific information, such as price quotes and contracts.

Decide if they are in-scope
: If the lead is in-scope, then set the Triage status column to "In Scope" and move on to the negotiation stage.

### Negotiation stage

The negotiation stage is where we understand a bit more about what the lead needs and whether we'll be able to provide it. For example, do they want something really custom that goes beyond our standard Managed Hub distributions? If so, they might be a "development lead" rather than a "managed service lead".

Create a quote
: Create a lead-specific copy of the [pricing sheet template](https://docs.google.com/spreadsheets/d/10Gxufgmiuhq2Up69a6NdQoRs0xgKOi1Jts66wwiqF50/edit#gid=832336436) as well as the [price quote template](https://docs.google.com/document/d/1wxIKBzx0pYYVHWK6hnyYIvGRWpifU9vSHUI3ExWN8DI/edit?usp=sharing). Using the pricing sheet, and the answers from their questionnaire, create a price quote for them about the service.

Send a quote
: Once you've generated a quote for them, send them the modified Price Quote Template, along with a link to the [Managed Service Plan](https://docs.google.com/document/d/1Ka7tgJe7HR8EmS_MMakrYztgfkJT_iFksPsWHdQBqhM/edit?usp=sharing).

Use the pricing assets to quote a price
: See the [issue template for lead generation](https://github.com/2i2c-org/leads/issues/new?assignees=&labels=service%3Ahub&template=new-hub-service.md&title=%5BLead+org+%2F+Lead+person%5D+-+%5BLead+title%5D) for links to these documents.

:::{warning}
Once we quote an actual price for somebody, it is time to start looping our contracts and administration team into the conversation. This process is still undefined, and this section should be added once we understand it.
At this point, ICSI should be notified of the lead, because we have sent a specific price quote. This _should_ be automated with Monday.com.
:::

Once a customer agrees to work with us at a price, begin the contracting process
: After a lead agrees to work with us, they become a customer. We must coordinate with our contracts team to generate a contract for them, and potentially set ourselves up as a vendor in their system. Once this is finished, we can start sending monthly invoices.
Negotiate on a price
: We may require a few back-and-forths to clarify the needs of the lead and arrive at a specific number and date for service. Modify the Price Sheet as well as the Price Quote template as-needed throughout these conversations. If a customer agrees to a quote, we then send them a Contract.

Send them a contract
: Once a customer agrees to a price quote, send them a contract. Notify ICSI contracting as well as ICSI finance that we need to send this contract to the customer. They will prepare the contract in DocuSign and send it to them. Once they sign the contract, put a copy in the lead's folder.

:::{admonition} To Do
:class: warning
We need to define the contract / vendorization process with our contracts team and the customer organization.
:::{note}
This process may involve some negotiation between ICSI admin and the lead. Over time, we should detect common changes that clients want, and consider baking them into our contract language.
:::

### Converting sales into hubs
Send an invoice and get to work 🚀
: Once a customer has signed the contract, we may begin work on setting up their hub infrastructure, as well as sending them an invoice. ICSI finance will take care of the latter. We should next focus on setting up their hub.

### The Hub Setup stage

The final step of the Leads and Sales process is to set up a managed JupyterHub for the lead (now, the "client"). To do so, follow the process below:

Each hub gets an issue
Create an issue for the client
: We use [issues in the `pilot-hubs/` repository](https://github.com/2i2c-org/hubs/issues) with the [{guilabel}`Hub` label](https://github.com/2i2c-org/pilot-hubs/issues?q=is%3Aissue+is%3Aopen+sort%3Aupdated-desc+label%3AHub) to track the progress of each hub we are running.

The New Hub generation process
: Follow the [process defined in the `pilot-hubs` repo](https://pilot-hubs.2i2c.org) in creating a new hub for a lead. This will then track the operation and maintenance of the hub.

:::{admonition} To Do: Create a Customer Management system
In addition to tracking our sales / leads, we need to track running hubs and active customers in order to quickly understand their status and respond to their needs.
:::

## Tips and FAQs

(sales:questions-to-answer)=
Expand All @@ -72,7 +102,3 @@ The [`MANIAC-T` framework](https://xxiibrands.com/sales/qualify-your-sales-leads
* **Application**. Is their use-case a good fit for 2i2c infrastructure? Would their use-case require major changes to our hubs? Is there a different organization better-suited to help them?
* **Competition**. What alternative options are they considering? e.g., other organizations, internal approaches, or deciding to do nothing?
* **Timeline**. What does the buying process look like for this prospect? E.g., finalizing a contract, or receiving a sub-award.

## Resources for running the hub

See [the team SRE guide](sre.md) for our resources and process around running a hub.