Session 1 recap: Re-engineering the Handoff

The first panel started with a simple question. Once the deal is signed, who owns the customer?

Everyone on the call had lived a version of the same answer. On paper, ownership moves to onboarding or customer success. In practice it moves nowhere for a week or two while the customer waits for someone to tell them what happens next.

The group kept coming back to the story. Sales builds a picture of what life will look like after the purchase. If nobody carries that picture forward, the customer compares their first month against a promise the delivery team never heard.

Three things the panel agreed on:

Write the promise down while the deal is still open, in language the customer would recognise. Give one named person responsibility for the first thirty days. Review the gap between the promise and the delivery out loud, with sales in the room.

This is a placeholder recap built from the session outline. The full write-up will replace it.