Sales makes the promise. Post-sales has to keep it.
We bring the teams on both sides of the handoff into one room, and publish what we learn as live panels, writing and working templates.
Recent sessions
- Latest · Session 5Oct 13
Who Should Own the Post-Sales Customer Journey
- Alison Bukowski argued post-sales ownership belongs in a customer experience function built around customer success, not sales, marketing or account management.
- Angela Sutton pointed to research showing most SaaS activation and churn risk concentrates in the first seven days and first three months, which shapes where attention should go early on.
- Erin Felton suggested the role matters less for where it sits on the org chart and more for whether it has visibility into presale context, authority across functions, and a shared growth scorecard.
Read the recap - Session 4Sep 22
Bridge the Gap: Mapping Current vs. Ideal State Customer Processes
- Erin Felton said customer context often fails to travel between sales, onboarding, CS, and support, and that failure points show up at any handoff, not just one team.
- Diana Gabroveanu argued the disconnect between departments predates AI, and that giving each team its own AI tool without shared data just deepens the gap.
Watch the session - Session 3Sep 2
Mastering the Sales-to-CS Baton Pass
- Alison Bukowski said handoffs need two meetings, an internal one for context and an external one where sales stays present so the customer feels supported.
- Angela Sutton cited research showing that making customers repeat themselves is a top driver of churn during onboarding.
Watch the session
Written by people who own part of a customer relationship right now.
- Sessions aired
- 5
- Practitioners
- 7
- Threads we follow
- 5
- Working templates
- 9
Recent writing
Everything we have written- Process before scaleOct 21
How One Person Can Own the Whole Customer Relationship
- The broken handoffOct 19
Post-Sales Ownership Needs Authority, Not Just a Reporting Line
- The broken handoffOct 16
Who Owns the Post-Sales Customer Journey, and Why It Matters
- The broken handoffOct 12
What to automate in customer onboarding, and what needs a person
Working templates
Built to use, not to read once.
Worksheet · Episode 2
Execution Gap Worksheet
Map the handoff zone for one account, including every team that will ask the customer for something.
One-pager · Episode 1
The Handoff Record
Five questions to answer with the person who sold the deal, in the customer's own words, before anyone books a kickoff.
Checklist · Episode 1
Five Churn Signals
The early signs a customer is drifting, and what to do when you see each one.
Guide · Episode 1
Qualify Out on Maturity
Find the maturity line your product needs, and turn it into one question your BDRs can ask.
The panel
Seven practitioners, on both sides of the handoff.
Jamie McDermottFounder · Flow
Kristine KukichCo-founder · Post-Sales Alliance
Alison BukowskiCustomer experience, marketing and advocacy leader · Point of Reference
Erin FeltonFounder · FeltonGTM
Anderson CampbellDirector, Customer and Partner Enablement · Intellum
Angela SuttonFounder · Market Fast Forward
Diana GabroveanuCo-founder and CCO · Advocacy Maven- Your seat here?Own part of a customer relationship? Join a panel.
Work with us
Fixing the handoff at your company?
Alongside the free work here, Jamie and Kristine take on a small number of engagements each year.
See how we work- Handoff workshopHalf a day
Sales, onboarding and success in one room, mapping where the customer's story gets lost between them. You leave with a shared Handoff Record and a named owner for each gap.
- Handoff auditTwo to four weeks
We follow recent deals from signature to first value, talk to the people on both sides, and hand back what is breaking, what it costs, and the order to fix it in.
- Hands-on supportA few months
One of us works inside your team while you rebuild the handoff, onboarding or customer education, until it runs without us.