Internal product certifications/mock call scorecards

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Alex Thebert
Alex Thebert Member Posts: 9 Contributor
GGR Blogger 2020
edited April 2021 in CS Org Conversations

Hi everyone, 

I'm working on improving our internal product enablement for new incoming CSMs and I would absolutely *love* to hear about how you do it. If you're able to share your guides, sample scorecards for mock calls, or similar, I would really appreciate it!

We have 2 mock calls all new CSMs go through. By going through this process, a new CSM learns how to be a product expert, our established implementation flow for customers, and has a safe space to hone their voice as a CSM working on a new-for-them product. 

My main goal in revamping these processes is to make it as easy as possible for new CSMs to "launch" and have a clear understanding of how to shine on customer calls. All feedback is welcome! 

Alex

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