Product Launch / Sales Enablement Training
An interactive sales enablement course that prepares customer-facing teams to explain a new SaaS feature, connect its capabilities to customer needs, adapt their messaging, and guide conversations toward a clear next step.
Project Overview
Project Details
Business Need
Learning Goals
Learning Solution
Course Flow
What I Created
Design Approach
Sample Interaction
Measurable Impact
Why This Project Matters
SmartFollow: Turn Conversations into Action is a portfolio course created for a fictional SaaS company introducing a new feature to its customer-facing teams. SmartFollow helps teams turn customer commitments into suggested follow-up actions that they can review, assign, and track.
The training prepares sales, customer success, and support professionals to explain the feature accurately, recognize relevant customer needs, and communicate its value without overpromising.
The eight-lesson Rise 360 course combines product education with customer conversation practice. Learners explore a four-stage workflow, adapt messages for different audiences, respond to concerns, and complete a customer conversation challenge.
Project Type: Sales Enablement / Product Launch Training
Industry: SaaS / Technology
Audience: Sales representatives, customer success managers, account managers, support professionals, and team leads
Format: Interactive, self-paced eLearning course
Course Structure: Eight lessons, including a welcome and a review and conclusion
Tools Used: Articulate Rise 360, Canva, and PDF support materials
Learning Activities: Interactive scenarios, sorting activities, matching, knowledge checks, and a four-stage customer conversation challenge
Deliverables: eLearning course, feature guide, and customer talking points
A fictional SaaS company is preparing to launch SmartFollow, a feature that suggests follow-up actions from customer meeting summaries. Teams review those suggestions, confirm owners and due dates, and track progress within a shared workflow.
Before launch, customer-facing employees need a consistent understanding of the feature and the problems it addresses. They must be able to recognize challenges such as scattered information, unclear ownership, and limited visibility, then connect the relevant capability to the customer’s priorities.
The training addresses both product knowledge and communication skills. It prepares employees to explain SmartFollow accurately, respond to concerns, and recommend a practical next step based on the customer’s workflow.
By the end of this training, learners should be able to:
Explain SmartFollow’s Capture, Suggest, Assign, and Track workflow, including the team’s responsibility to review suggested actions.
Recognize customer follow-up problems and determine when SmartFollow may be a suitable fit.
Connect a relevant SmartFollow capability to a practical customer outcome.
Adapt the message to different audiences while keeping feature information accurate.
Use discovery questions and respond to customer concerns without overpromising.
Confirm a practical next step with clear ownership and timing.
The course progresses from understanding the customer’s follow-up problem to applying SmartFollow messaging during realistic conversations. Product information is organized around customer needs, practical outcomes, and decisions employees may encounter during a launch.
Interactive activities give learners opportunities to distinguish features from value, match messages to audience priorities, and practice discovery and concern response. Knowledge checks provide feedback that explains why a response is effective or how it could be improved.
A four-stage customer conversation challenge brings these skills together. Learners choose how to discover a workflow breakdown, present relevant value, address concerns, and close with a clear next step.
The course is organized into eight lessons:
Welcome to SmartFollow
Introduces the launch brief, intended users, learning goals, and the learner’s role in customer conversations.Recognize the Follow-Up Gap
Explores scattered information, unclear ownership, uncertain deadlines, and limited visibility. Learners distinguish strong-fit situations from those requiring more discovery.See SmartFollow in Action
Explains the Capture, Suggest, Assign, and Track workflow and connects its capabilities to customer outcomes.Connect the Feature to Customer Value
Helps learners recognize customer priorities, translate capabilities into relevant benefits, and confirm that the message addresses the customer’s need.Adapt the Message for Each Audience
Provides practice tailoring the message for customer success managers, sales representatives, team leads, and customers.Guide the Customer Conversation
Builds discovery, concern-response, and closing skills through examples, a scenario, and knowledge checks.Complete the Customer Conversation Challenge
Asks learners to guide a customer conversation through discovery, relevant value, concern response, and a practical next step.Review and Conclusion
Reinforces the workflow and conversation skills through key takeaways, a sorting activity, and final knowledge checks.
Interactive eLearning Course
An eight-lesson Rise 360 course covering the SmartFollow workflow, customer needs, value messaging, audience adaptation, and customer conversation skills.
Practice Activities
Scenarios, sorting activities, matching, and knowledge checks that help learners apply the information and receive immediate feedback.
Customer Conversation Challenge
A four-stage activity in which learners select responses to discover a customer’s problem, explain relevant value, address concerns, and establish a clear next step.
Feature Guide
A reference resource summarizing SmartFollow’s purpose, capabilities, customer benefits, and relevant use cases.
Customer Talking Points
A practical resource with customer-focused language for explaining SmartFollow and responding to common concerns.
This project uses a performance-focused approach centered on what employees need to do during customer conversations. Learners practice recognizing a need, selecting relevant information, and responding with accurate, customer-focused language.
The course moves from foundational product knowledge to guided practice and a complete customer conversation challenge. Activities reinforce consistent messaging while giving learners opportunities to adapt their responses to different roles and concerns.
Human review remains a central part of the SmartFollow workflow. The training emphasizes checking suggested actions, confirming ownership and timing, and keeping promises realistic.
One knowledge check asks learners to respond to a customer’s concern about managing another tool.
Customer Concern:
“We already have too many tools. I do not want my team to manage another system.”
Learner Task:
Choose the response that acknowledges the concern and explains how SmartFollow fits into the customer’s existing workflow.
Sample Strong Response:
“I understand. SmartFollow is not meant to add another place to work. It helps keep follow-up tasks visible inside the platform your team already uses.”
Why This Works:
The response acknowledges the concern before explaining the relevant capability. It addresses tool overload directly and keeps the explanation focused on the customer’s workflow.
The training was designed to support:
• More consistent SmartFollow messaging across customer-facing teams
• Stronger connections between customer needs and product value
• More accurate explanations of suggested actions and human review
• Greater confidence in discovery and concern response
• Clearer next steps with confirmed ownership and timing
This is a fictional portfolio project, so these are intended outcomes rather than measured results. In a client implementation, evaluation could include knowledge-check responses, customer conversation performance, manager observations, and employee feedback. Product adoption and follow-up trends could provide additional context.
This project demonstrates my ability to turn SaaS product information into practical training for customer-facing teams. It connects feature knowledge to the communication and decision-making skills employees need during a product launch.
The course shows how I design clear learning sequences, meaningful interactions, and realistic practice that support business goals. It also demonstrates how product education can prepare employees to explain value accurately, address concerns, and guide customers toward an appropriate next step.