Handoff from Sales to Customer Success

Handing off a new customer from the sales team to the customer success team is an important process that can have a significant impact on the customer’s satisfaction and retention. Here are some best practices for handing off a new customer from sales to customer success:

1. Schedule a handoff meeting: Schedule a meeting between the sales rep, customer success manager (CSM), and the customer to formally introduce the CSM and establish a relationship with the customer.
2. Review customer information: Review the customer’s information and history, including their purchasing history, contract details, and any notes from the sales process.
3. Communicate customer expectations: Clearly communicate the customer’s expectations and goals to the CSM, including the expected outcomes and any issues or concerns that were discussed during the sales process.
4. Establish a plan of action: Establish a plan of action for the CSM to follow, including specific goals and milestones to be achieved during the first 90 days of the customer’s engagement.
5. Provide training and resources: Provide the CSM with the necessary training and resources to effectively support the customer, including product information, customer data, and internal processes.
6. Introduce the customer to the right people: Introduce the customer to the appropriate internal teams, such as technical support or product development, that will be involved in their engagement with your company.
7. Schedule follow-up meetings: Schedule regular follow-up meetings between the CSM and the customer to review progress and address any issues that may arise.
8. Monitor customer engagement: Monitor the customer’s engagement and satisfaction, and take appropriate actions to address any issues that may arise.
9. Create a handoff document: Create a document that summarizes all the information discussed during the handoff meeting, including customer information, expectations, plan of action, and follow-up schedule.

Note: This is not an exhaustive list, and there can be many other ways of handling a customer handoff, and it can be different for different companies, as the process can be different, so a tailored approach can be more effective.