Introduction
Seamless transitions between different phases of the customer lifecycle are crucial for maintaining consistency and customer satisfaction. Strengthening the handoff and transition process creates a win-win scenario for both customers and internal stakeholders alike. A well-planned handoff ensures that no vital information gets lost during the transfer process, preventing tension and saving time. This guide will help you standardize handovers and transitions, from sales to post-sales and between internal teams.
Why does this matter?
Standardizing handovers and transitions can:
- Enhance Efficiency: Reduce time spent on manual processes and ensure all necessary information is transferred accurately.
- Improve Customer Experience: Ensure customers experience smooth transitions and consistent communication.
- Increase Team Alignment: Align teams with clear expectations and processes for handovers.
Hot to get started
Step 1: Automate the Sales to Post-Sales Info Transfer
- Capture and Transfer Key Details: Automate the transfer of pre-sales goals, metrics, and value drivers from Salesforce to Gainsight.
- Set Up Success Plans: Automatically create and assign Success Plans to CSMs when a deal is closed.
Step 2: Standardize the Post-Sales Handoff Process
- Define Handoff Expectations: Create a Timeline template with clearly defined post-sales handoff expectations for each team.
- Train Teams: Ensure all teams involved in the post-sales handoff process are trained on the new standardized process.
Step 3: Streamline Team-to-Team Handoffs
- Identify Key Handoff Points: Determine critical handoff points between internal teams.
- Create CTAs and Playbooks: Develop CTAs and playbooks to guide each team through the handoff process.
- Monitor and Adjust: Regularly review handoff processes and make adjustments as needed.
Step 4: Standardize the CSM Reassignment Process
- Trigger CTAs for CSM Changes: Use CTAs to guide the new CSM through defined steps to take over the account.
- Ensure Consistency: Use templates and surveys to ensure all critical information is captured and transferred.
Step 5: Enhance Executive Visibility of CS Programs
- Define Key Metrics: Identify the metrics that matter most to your board and executive team.
- Highlight Key Engagements: Include critical customer engagements and touchpoints such as EBRs and NPS scores.
- Utilize Sightline Vault: Use Sightline Vault solutions for executive dashboards to present data in an easily digestible format.
Gainsight features you'll need
- Custom Fields: To capture specific details about customer goals, metrics, and value drivers.
- Rules Engine: To automate the transfer of information and the creation of Success Plans when a deal is closed.
- Timeline: To document handoff expectations and track post-sales activities.
- CTAs (Call to Actions): To guide teams through handoff processes and ensure critical steps are followed.
- Playbooks: To provide structured guidance for each step of the handoff and reassignment processes.
- Success Plans: To outline and track customer goals and milestones post-sales.
What’s next?
With standardized handovers and transitions in place, you'll be ready to optimize executive and CSM engagements. Stay tuned for our next guide on Optimizing Executive and CSM Engagements to further enhance your team's efficiency. Additionally, to ensure consistent stakeholder management, check out our upcoming article on Standardize Stakeholder Management, which will provide a comprehensive approach to handling changes in executive stakeholders.