Handoff Health Check: score your sales to post-sale transition

Nine questions about what happens between the signed contract and a customer who is actually using what they bought. It takes about three minutes, and the result tells you which part of the handoff is costing you the most right now.

0 of 9 answered

Expectation gap
1. When a deal closes, how clearly is it written down what the customer was promised?
It is written down in the customer's own words and shared with deliveryThere are notes in the CRM that someone would have to interpretIt lives in the head of the person who sold itNobody writes it down
Ownership after close
2. Who owns the customer in the first thirty days after signature?
One named person, and the customer knows who it isA team, with an internal ownerIt depends on the accountNobody in particular
ICP discipline
3. How well does your ideal customer definition hold up in what you actually sell?
We turn away deals that do not fit and everyone accepts thatWe have a definition and mostly stick to itWe have a definition and it gets stretched every quarterWe sell to whoever will buy
Shared narrative
4. Do sales and post-sales tell the customer the same story?
Yes, and both sides help write itMostly, with some translation neededThey overlap but the emphasis is differentThey are two different stories
Process before scale
5. How does information move from the sales conversation to the delivery team?
A structured handoff with a live conversationA template that gets filled inAn email or a ticketWhoever asks gets told
Metrics that matter
6. What do you measure in the first ninety days of a customer relationship?
Progress against the outcome the customer boughtOnboarding milestones and usageA satisfaction scoreNothing consistent
Ownership after close
7. When a customer struggles early, how quickly does the person who sold the deal find out?
Immediately, and they stay involvedWithin a week or twoAt renewal timeThey do not find out
Process before scale
8. How much of your onboarding depends on one person knowing what to do?
Very little, the process is documented and followedSome, there is a documented path with gapsA lot, we rely on experienced peopleAll of it
AI as a tool
9. How are you using AI in customer conversations right now?
To prepare for conversations, never to replace themFor notes and summaries after the factTo handle some customer replies for usWe have not thought about it

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Company

Handoff Health Check

1. When a deal closes, how clearly is it written down what the customer was promised?

2. Who owns the customer in the first thirty days after signature?

3. How well does your ideal customer definition hold up in what you actually sell?

4. Do sales and post-sales tell the customer the same story?

5. How does information move from the sales conversation to the delivery team?

6. What do you measure in the first ninety days of a customer relationship?

7. When a customer struggles early, how quickly does the person who sold the deal find out?

8. How much of your onboarding depends on one person knowing what to do?

9. How are you using AI in customer conversations right now?

See your results