Sales to Customer Success Handoff
Transfer a new customer without losing context.
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Design a handoff from sales to customer success. Our product and onboarding process: [PRODUCT_AND_ONBOARDING]. What sales usually knows (goals, stakeholders, promises, concerns): [SALES_KNOWLEDGE]. What customer success needs: [CS_NEEDS]. Problems with handoffs so far: [HANDOFF_PROBLEMS]. Create: 1. A handoff form with fields: Customer and contacts; Why they bought (in their words); Goals and success measures; Timeline and deadlines; Promises made (anything not in the contract); Stakeholders and their concerns; Technical environment; Risks and red flags; Pricing and renewal terms; Competitors considered; Preferred communication. 2. A filled example for a fictional customer. 3. A 30-minute internal handoff meeting agenda. 4. A joint kickoff call agenda with the customer (sales introduces, CS leads) and a script for the introduction (50 words). 5. A first-30-days plan with milestones and a success checkpoint. 6. Rules: no promises outside the contract without CS review; sales remains available for questions for 60 days; document all commitments in writing. 7. Metrics: time to first value, onboarding completion, early satisfaction. Mark confidential commercial information appropriately.
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