Sales to Customer Success Handoff Template

About this Blueprint

‍Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.

How many times has someone “dropped the ball” and unintentionally upset a customer? Or, maybe you’ve seen instances of miscommunication between departments which deteriorated the customer’s experience. Standardizing your Sales to Customer Success Handoff process ensures that all accounts are transitioned properly and more importantly, customers have an excellent experience across the board.

With Vitally Project Templates, teams can create a scalable process for moving accounts from Sales to Customer Success.

Zack Joswiak, the Manager of Solution Architects at Vitally, uses this Sales to CS Handoff Blueprint to streamline account transitions and provide customers with a timely, efficient onboarding experience.

Preview of Blueprint

‍When to use a Sales to CS Handoff Blueprint

This Blueprint equips Sales and Customer Success teams with a standard set of Tasks that typically need to happen during an account transfer. Hybrid and High Touch CS Teams can use this Project whenever a prospect turns into a paying customer and they begin their implementation phase.

You'll find sample Milestones, Tasks, Due Dates, and Key Roles in the Blueprint above - all of which are customizable based on your team's needs.

‍KPIs Impacted‍

• Time to Value (TTV)
• Net Promoter Score (NPS)
• Net Revenue Retention (NRR) Rate
  

What data points or information will you need to complete or add?

You’ll need to adjust the Milestones, Tasks, and Due Dates to fit your team’s process. Depending on your Customer Success engagement model, you could make this Project Template as detailed or as minimal as needed. You’ll also need to adjust the Key Roles (e.g., Implementation Specialist, Onboarding Manager, Account Manager, Customer Success Manager, etc.) to fit the people assigned to these Tasks.

‍How can you customize this for other use cases?

This Project Template uses Vitally Tasks, Notes, Conversations (emails), and Key Roles. All of these elements can be customized to fit your particular use case, industry, and Customer Success motion. For example, you might want to create a separate Handoff Note Template for Enterprise clients versus SMB clients in order to capture the proper amount of details. Any action items you want to assign, standardize across your team, and complete are possible with Projects.

Tip: If a customer enters the “onboarding” segment, you could create a Playbook that automatically assigns the Sales to CS Handoff Project to that account. You could then automatically trigger a personalized welcome email to the main point of contact to save even more time.

‍Going beyond Projects

Beyond Projects, Vitally users have the ability to create Docs, Notes, Conversation Templates and much more to foster collaboration and overall efficiency. Check out more Customer Success use cases below!