Playbook: Enterprise Sales to Customer Success Handover
In the world of enterprise sales, the journey doesn’t end when the deal is closed. In fact, it’s just the beginning. The handover from the sales team to the customer success (CS) team is a critical juncture that sets the stage for a successful customer journey. To empower sales and CS teams in the enterprise sector, we present a comprehensive playbook template that automates and elevates the sales to CS handover process.
This playbook is a FREE Industry template that can be tweaked or used as-is for your own organization or teams, in perpetuity. This contribution to the community was created after research on the current Industry best practices on the subject. However, this is only a guidance, and needs to be modified as required, to best fit your needs. This template does not provide any assurances or guarantees. It also needs you to modify Roles, Tasks and Durations to those that best fit your specific need.
The template provided for FREE DOWNLOAD covers the following sections:
Sharing Customer Information: A Foundation for Success
A successful handover starts with a strong foundation. The playbook emphasizes the creation of a comprehensive handover document that includes vital customer details, contract information, and specific requirements gathered during the sales process. This document ensures that the CS team is well-equipped to carry forward the customer relationship seamlessly.
Scheduling Internal Meetings: Collaboration is Key
Collaboration bridges the gap. The playbook directs the arrangement of a meeting involving the Customer Success Manager (CSM), Implementation Specialist (if applicable), and other relevant team members. This internal meeting ensures that the entire CS team is aligned and prepared to serve the customer effectively.
Milestones and Timelines: Aligning Promises with Expectations
Consistency is paramount. The playbook guides the identification of milestones and timelines that align sales promises with customer expectations. This step ensures that what was promised during the sales process is achievable within the expected timeframes, setting the stage for a positive customer experience.
Introduction Email: Building Relationships from the Start
Relationships begin with communication. The playbook advocates for a personalized email to the customer, introducing the assigned CSM, implementation team, dedicated Account Manager (AM), and Support. This introduction email lays the groundwork for a strong customer-vendor relationship.
Scheduling the Kickoff Call: A Structured Start
A structured beginning is vital. The playbook suggests proposing a time for a kickoff call to discuss the implementation plan in detail. This call serves as an opportunity to address any questions, concerns, or specific requirements the customer may have.
Ongoing Implementation Updates: A Continual Dialogue
Transparency is key. The playbook emphasizes providing regular updates on customization, configuration, or any ongoing implementation activities. By keeping the customer informed, you build trust and demonstrate commitment to their success.
Monitoring Adoption: Guiding Success
Adoption is a journey. The playbook advocates for monitoring the customer’s progress in adopting and utilizing the product. This monitoring involves collaboration between the CSM, AM, and Technical Support (if required). By identifying barriers to adoption and offering guidance, you ensure a smooth adoption process.
Reviewing Handover Completion: Assessing Progress
Progress assessment is essential. The playbook guides the assessment of the customer’s progress and satisfaction with the onboarding process. This review involves key stakeholders including the CSM, Support, AM, Implementation Team, Product Team, and Executives. Any outstanding issues or concerns are addressed promptly.
Quarterly Business Review (QBR): Ensuring Continuous Improvement
Continuous improvement is a commitment. The playbook suggests scheduling the first QBR with the customer, CSM, and the Sales Representative (SR). This review assesses the customer’s progress, return on investment (ROI), and sets goals for the upcoming quarter, ensuring alignment and continuous improvement.
Learning from Experience: Refining the Process
Learning is integral. The playbook advocates for a joint call between the SR and CSM to review the handover process. This call serves as an opportunity to discuss lessons learned, areas for improvement, and insights from the customer’s journey.
Sharing Insights: Cross-Functional Collaboration
Collaboration extends beyond teams. The playbook encourages the exchange of feedback and insights between the SR and CSM on the customer’s journey from sales to CS. This cross-functional collaboration enhances the alignment between sales and CS, fostering a united approach toward customer success.13
In conclusion, the handover from sales to customer success is a pivotal phase in the enterprise customer journey. Our playbook template empowers sales and CS teams to navigate this transition seamlessly. By implementing this comprehensive resource, you ensure that promises made during the sales process are translated into a successful and collaborative customer experience. Elevate your customer relationships, foster alignment, and drive mutual success through a well-structured and automated handover process.