Navigating the Sales to CS Handover
3 common pitfalls and how to solve them.
It’s no secret that the handover from Sales to the Customer Success (CS) team is often far from seamless.
However, the handover is a critical point in the customer journey that can make or break the customer relationship early on.
3 Common Pitfalls:
1. 🤝 No Formal Handover Process
One of the biggest pitfalls during the Sales to CS handover is the absence of a formal process.
Without clear guidelines, crucial information about the customer's needs, goals, and expectations may fall through the cracks. This often results in the two teams blaming one another for incomplete or inaccurate information, leading to misunderstandings and delays.
Solution
Establish a structured handover process outlining steps and responsibilities during the Sales to CS transition.
Write and agree upon guidelines for both teams, ensuring clarity and alignment.
Document each customer handover for future reference and continuous improvement.
2. 📏 Lack of Alignment
Another common challenge is the lack of alignment between the Sales and CS teams.
When these two departments are not on the same page regarding the customer's objectives, it can lead to conflicting messaging and disjointed interactions with the customer. This lack of alignment can erode trust and diminish the overall customer experience.
Solution
Align goals within the customer-facing or commercial team to avoid conflicting incentives.
Foster open communication and collaboration between Sales and CS teams by emphasizing the common goal.
Ensure that everyone understands the customer's needs through regular meetings, shared documentation, and cross-functional training sessions.
3. 😵💫 Mismanaged Customer Expectations
Finally, mismanaged customer expectations can derail the Sales to CS handover process. If Sales promises something that the product/service cannot fulfill, it creates unrealistic expectations.
Solution
Align Sales and CS teams internally on achievable promises and product scope.
Establish realistic customer expectations from the start of the sales cycle.
Create clear boundaries and capabilities within the product or service.
The tl;dr
Improving the handover from Sales to CS is crucial for a better overall customer experience. A smooth transition helps everyone focus on delivering what the customer needs.
❓What’s your experience with the Sales to CS handover? What worked and what didn’t? Comment below or reach out directly on LinkedIn.