From 468bb453d3aaeba06944c9e0a351790d967b5411 Mon Sep 17 00:00:00 2001
From: Tony Gauda <5620541+tgauda@users.noreply.github.com>
Date: Thu, 7 Jul 2022 19:04:46 -0400
Subject: [PATCH] Update customers.md

Adding DRI change process
---
 handbook/customers.md | 12 ++++++++++++
 1 file changed, 12 insertions(+)

diff --git a/handbook/customers.md b/handbook/customers.md
index efd5db67d78..1d07e5a7129 100644
--- a/handbook/customers.md
+++ b/handbook/customers.md
@@ -100,6 +100,18 @@ Fleet's subscription agreement is available at [fleetdm.com/terms](https://fleet
 
 Fleeties can find a summary of contract terms in the relevant [customer's Salesforce opportunity.](https://fleetdm.lightning.force.com/lightning/o/Opportunity/list?filterName=Recent)
 
+## Customer DRI change
+Sometimes there is a change in the champion within the customer organization.
+    1. Get an introduction to the new DRIs including names, roles, contact information
+    2. Make sure they're in the Slack channel
+    3. Invite them to the success meetings
+    4. In the first meeting understand proficiency level of osquery
+        a. Make sure the meeting time is still convenient for their team
+        b. Understand needs and goals for visibility
+        c. Offer training to get them up to speed
+        d. White glove experience
+
+
 ## Contract glossary
 
 | Term           | Definition                                                |