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skills/reference-ops/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.
+
+---