CONTEXT / SCOPE
Recommendation of any business comes through contacts and connections. The purpose of this SOP is to establish a standardized process for managing customer references within the Customer Success Operations department. It outlines the procedures to be followed for sales teams to request references of satisfied customers from our organization, and for the CS Operations team to provide those.
This SOP applies to all employees within the Sales and Customer Success Operations department who are responsible for managing customer references.
Lastly, it covers the process from the initial request for references to the final delivery of reference information to the sales teams.
IMPACTED TEAMS
CSM Team
CS Operations
GLOSSARY
CRED SOFT - Self-Managed Credentialing Software(Credentialing Software)
CRED SERV / FMC - Fully Managed Credentialing Service (Credentialing Service)
CSM – Customer Success Manager
LMS- Learning Management System
Opp - Opportunity (where RSM registers the process of sales and information about the purchased product.)
RSM - Regional Sales Manager
SF - Salesforce
TL - Team Lead
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