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reference-ops skill

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This skill helps manage customer reference workflows, match advocates, schedule calls, and report advocacy impact across sales teams.

npx playbooks add skill microck/ordinary-claude-skills --skill reference-ops

Review the files below or copy the command above to add this skill to your agents.

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SKILL.md
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---
name: reference-ops
description: Use to manage workflows, compliance, and measurement for customer references.
---

# Reference Operations Skill

## When to Use
- Running reference matching, scheduling, and follow-up processes.
- Auditing reference utilization, fatigue, and consent records.
- Reporting on advocacy impact for sales leadership.

## Framework
1. **Request Intake** – standardize forms, qualification criteria, and SLA expectations per deal stage.
2. **Matching Logic** – map requests to advocates by persona, industry, use case, language, and availability.
3. **Logistics & Compliance** – schedule calls, provide briefing docs, capture approvals, and log NDAs.
4. **Post-call Workflow** – collect feedback from both parties, update CRM entries, and issue rewards.
5. **Analytics & Governance** – monitor utilization, fatigue thresholds, and gaps by segment.

## Templates
- Reference request form template.
- Matching matrix (request attributes → advocate tags).
- Follow-up checklist and feedback survey.

## Tips
- Integrate with CRM to auto-create tasks and close the loop with reps.
- Flag overused advocates and rotate in new voices regularly.
- Share monthly scorecards with GTM teams to highlight wins and needs.

---

Overview

This skill manages customer reference operations to streamline matching, scheduling, compliance, and measurement. It standardizes intake, automates logistics, and produces analytics to reduce advocate fatigue and increase reference impact. Use it to create predictable, auditable, and reportable reference programs.

How this skill works

The skill standardizes request intake and qualification, then applies a matching logic to pair requests with the best advocates by persona, industry, use case, language, and availability. It automates logistics like scheduling, briefings, consent capture, and NDA logging. After interactions it runs post-call workflows to collect feedback, update CRM records, track rewards, and surface analytics on utilization and fatigue.

When to use it

  • Handling incoming reference requests and qualifying them to SLA standards
  • Scheduling and briefing advocates while capturing consent and compliance artifacts
  • Auditing reference utilization, fatigue, and NDA/consent records
  • Reporting advocacy impact and gap analysis for sales and GTM leadership
  • Rotating advocates and enforcing fatigue thresholds to protect relationships

Best practices

  • Standardize the intake form and minimum qualification criteria to reduce back-and-forth
  • Integrate with CRM to auto-create follow-up tasks and keep records synchronized
  • Maintain a matching matrix that maps request attributes to advocate tags
  • Monitor utilization and set fatigue thresholds; proactively rotate in new advocates
  • Share monthly scorecards with GTM teams to highlight wins and capacity needs

Example use cases

  • Sales rep requests a customer reference for an enterprise deal and gets a matched advocate scheduled within SLA
  • Customer success audits advocate contact frequency and flags overused references for rotation
  • Legal verifies captured NDAs and consent forms before a reference quote is published
  • Marketing measures reference-driven closed-won impact and reports advocacy ROI to leadership
  • Programs team issues rewards and records completion after post-call feedback is collected

FAQ

Can this skill enforce consent and NDA capture before scheduling?

Yes. The workflow includes mandatory consent and NDA steps that block scheduling until documents are logged.

How does it prevent advocate fatigue?

It tracks utilization metrics and enforces configurable fatigue thresholds, triggering rotations and limits when advocates approach overuse.