The cost of repeat discovery
Every time a customer is passed to a new team and asked again what they told sales, it costs your people hours and costs the customer patience. Put a number on it, with the working shown, to take to your leadership.
Your numbers
Deals that close and move to onboarding.
Each time a new team takes the customer over: sales to onboarding, onboarding to CS, and so on.
Calls, digging through notes and CRM, and Slack threads to find out what sales already knew.
Their time explaining their goals, setup and people again. It does not appear on your books, but they notice it.
Salary, benefits and overheads, per hour. If unsure, annual cost divided by 1,600.
Used only for the revenue at risk. Leave at 0 to skip it.
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