Services
Customer Success
Sales-to-CS Handoff Audit
Audit the transition from closed deal to customer onboarding to ensure nothing gets lost between teams.
Foundation
The handoff problem is predictable enough that we can describe it before seeing your data. The rep closes the deal, writes a few notes, makes an introduction, and moves on. CS opens the account with the contract and whatever context survived the transition. The customer, who spent months building a relationship with the rep, now has to re-explain their situation to someone new. The first impression CS makes is that your company doesn't have its act together. The audit maps what's being lost and builds the process that stops losing it.
The sales-to-CS handoff is where customer relationships go to restart from scratch. The rep spent three months understanding the account: the political dynamics, the specific use case they sold, the success metrics the champion used to get budget approval, the concerns raised and addressed during negotiation. Almost none of that makes it into the handoff. CS opens the account with the contract and whatever notes the rep remembered to write in the last 48 hours before close.
From the customer's perspective, this is disorienting. They just made a purchase decision based on a relationship. Now they're starting over with someone who doesn't know them and is asking questions they already answered. The first impression CS makes is that your company is disorganized. That impression is hard to overcome.
What we do
We audit the current handoff process end-to-end: what information is captured in the CRM at close, what gets transferred to CS, when the transfer happens, and how CS uses the information in early customer interactions. We interview both sales and CS to understand where the friction lives and what context is consistently lost.
We also analyze early customer health data to find correlations between handoff quality and 90-day retention rates.
For context on what this type of analysis typically surfaces, read what gets lost at the handoff and why it matters.
Deliverable
A handoff audit report with gap analysis, a recommended handoff template with required fields, a process design for timing and format of handoff meetings, and CRM field recommendations for capturing deal context that CS needs.
Outcome
CS starts every account with the full context of the sale. Customers don't repeat themselves. Early engagement is stronger because CS knows what success looks like for each account specifically. Churn in the first 90 days drops because the transition doesn't feel like starting over.
How Stratum Group Cut Reporting Time by 50% and Detected Churn 60 Days Earlier — cut decision time by 50% and started detecting churn 60 days earlier.
See how it worked in practice: Meridian Health reduced their sales cycle by 35%.
See how it worked in practice: Helios Health reduced early churn by 41%.
Best Fit
For any company with both a sales team and a customer success function where the handoff is informal, inconsistent, or happens after the customer has already been contacted by CS without context. If CS regularly discovers information about accounts that should have been in the handoff and wasn't, this is the engagement to run.