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Gets specific about timing (introduce CS just before close, or within 48 to 72 hours after) and about documenting the customer's own definition of success rather than a generic checklist.
4 Tips on Creating a Best in Class Sales to Customer Success Handoff
From ChartMogul by Alex Weihmann 7 min read
- Run the kickoff call within 48 to 72 hours of contract signing, while momentum is still there.
- Customers who arrive with unrealistic expectations are the ones most likely to churn, so reset them at handoff.
- Sales should leave deep detail to the CSM's intro call, and the plan should define success at three months and at twelve.
