Handing over to customer success

Skills you'll practise

• List what a complete sales-to-customer-success handoff contains
• Find promises and exceptions in sales records and transfer them accurately
• Turn customer goals into a success plan with measures, baselines, targets, dates and owners
• Spot dependency and timing problems in an onboarding plan
• Contribute to a kickoff so the customer hears one consistent story

Course outline

1. 1.Handing over to customer successVideo · 2 min
2. 2.What a good handoff containsLesson · 15 min
3. 3.Promises, exceptions and the success planLesson · 15 min
4. 4.Kickoff and the first ninety daysLesson · 15 min
5. 5.Handing over to customer success: knowledge checkKnowledge check · 16 questions
6. 6.Onboarding finds a promise that isn't in the handoffScenario
7. 7.Final exam8 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• General consultative-selling practice (discovery, qualification, value)
• General customer-service and support practice (listening, de-escalation, ownership)