The broken handoff
What actually happens in the weeks after a deal closes, and who is left holding the customer.
Start with the guide: The sales to customer success handoff
- The broken handoffOct 16
Who Owns the Post-Sales Customer Journey, and Why It Matters
A recap of the panel debate on where post-sales ownership should sit, what authority it needs, and how early activation data should shape the role.
- The broken handoffOct 12
What to automate in customer onboarding, and what needs a person
A panel of customer success leaders lay out a simple test for deciding what to automate in a handoff and what always needs a human, and why none of it works without clean data first.
- The broken handoffOct 7
Fix the Sales-to-CS Handoff With One Shared Goal
A panel proposes replacing department-owned handoff steps with a single time-to-value goal that sales, onboarding and CS all answer to together.
- The broken handoffOct 5
Two meetings, not one: fixing the sales-to-CS handoff
A recap of the panel on what actually belongs in the sales-to-post-sales handoff, why customers repeating themselves drives churn, and how handoff discipline has to change as a company grows.
- The broken handoffOct 2
The Readiness Check Most Handoffs Skip Before Moving On
Teams check whether logistics are ready to move a customer forward, but rarely check whether the customer is ready to absorb the change. Here's why that gap costs more than it looks like.
- The broken handoffSep 28
Community, Advocacy and Education Repeat the Handoff Problem
Sales-to-CS handoffs get most of the attention, but community, advocacy and education teams run their own onboarding too, and each one asks the customer the same questions again.
- The broken handoffSep 25
Session 4 recap: why handoffs break everywhere, not just once
A recap of the panel on why customer context gets lost across sales, onboarding, CS and support, why AI won't fix a broken process on its own, and where to start instead.
- The broken handoff · Kristine KukichJul 28
Session 1 recap: Re-engineering the Handoff
Six practitioners on what companies get wrong in the moment after a deal closes, and the first step each of them would take on Monday.
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