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Process before scale

Fixing how work changes hands before adding more people to do it.

Start with the guide: Customer success best practices

How One Person Can Own the Whole Customer Relationship

A small team does not need a full org chart to give customers continuity. It needs one person who holds the whole relationship, and a clear sense of when to pull in help.

5 min read

Process before scaleOct 9
The sales to customer success handoff at every company size
A five-person startup and an enterprise fail at handoffs for opposite reasons. The panel behind Session 3 explains why the mechanism must change while the underlying discipline never does.
Process before scaleSep 30
Before You Fix the Handoff, Get Leadership to Agree It's Broken
A practical way to win executive alignment for a handoff fix: build one true story around one customer, not a slide deck of ideal-state process.
Process before scale · Kristine KukichAug 18
Session 2 recap: Bridging the Execution Gap
Why customers end up repeating themselves to every team after the sale, and what the panel would change first.

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Process before scale

How One Person Can Own the Whole Customer Relationship

The sales to customer success handoff at every company size

Before You Fix the Handoff, Get Leadership to Agree It's Broken

Session 2 recap: Bridging the Execution Gap

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