Sales-to-CS Handoff Strategies That Actually Work

Simple steps to better handoffs

While it might sound simple, many organizations struggle with their sales-to-CS handoff process. The format is inconsistent, those involved are not engaged in the process, unreliable or inaccurate information is transferred...there are many ways a handoff can go off the rails.

So how do you create a process that is easy to execute, and ensures that the CSM and therefore the customer are set up for success?

Join our fantastic speakers - Stacy Schmitz (Catalyst), Veronica O’Keefe (Red Canary), Becca Shaffer (LevelJump), and moderator Karen Rhorer (Atrium) - as they dive into handoff alignment strategies designed to put your customer first, using the tools and the people you have.

Discussion topics

• When & how the handoff should take place

• What information is critical to include

• Common handoff challenges and how to solve them

• How and when to leverage technology to streamline the process

Key TAkeaways

• The most critical information to include in the handoff is all about the customer: why did they buy, what do you need to move the needle on, and MOST importantly - when is their launch date!

• When making your handoff template, try including your Primary Sales stages, for example:

  • Contract

  • Evaluation team

  • Pre-[your product]

  • Implementation

• Build the template with both sales and CS at the table. When you make it together, the right questions and information will be asked during the discovery process.

• Tech is great, but make sure you’ve figured out the seamless handoff process first! Tools won’t fix a broken process; they’ll create more issues. Get your fundamentals right first.

Resources

• Peep the Catalyst Sales-to-CS Handoff template here

A huge thank you to Catalyst for sponsoring this session!