TennisandSales

Head Of Sales

Acclaimed Answer

Sales -> CS Hand off. it doesnt have to suck

When i started at my current org in Feb. the sales to CS hand off was terrible.

Mainly because my boss was the one doing it and he for some reason just makes everything harder.

CS didn't trust sales and treated us like we were the bad guy.

the fix was actually pretty easy,

When i would have a call i would fill out the form they sent me, then set a meeting with them to go over the form. (kind of a waste in my mind but thats what they wanted)

Then i just double confirmed everything was the way it should be.

Then when they asked me questions around what the customer is expecting, or what the key drivers are, I would answer them and then ask their opinion on how Im talking to the prospect about those areas.

"so integrations are huge for them, and just for clarity here is how i am positioning integrations.______. In your mind should I add anything in that conversation?"

They LOVED this because they felt like i was trying my best to do what was best for the customer and our internal team . (which I was)

so now they like me and i date hate those calls.

Any one else been able to make this process not totally suck?

😎 Sales Skills

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14 comments

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antiASKHOLE

Tycoon

5

Bravado's Resident Asshole

I have been lucky to have a great process in place at my company, so I don't know what it would look like otherwise.

TennisandSales

Politicker

0

Head Of Sales

nice you are lucky!

Sunbunny31

Politicker

5

Sr Sales Executive 🐰

It all comes down to communication, and you figured that out! Knowledge transfer is never perfect, but understanding that you're all working toward the same goal and making yourself, as a rep, available to work with the team to serve the customer, pays off. It works here as well.

We had a process and a form when I came, but the form asked all the wrong questions (which I didn't realize, because I was new) and so the CX team would get the form and a meeting with me, but it was all information that really didn't matter. We escalated that internally and the form has been reworked so that it captures what's needed to ensure the customer engagement goes as best as it can.

punishedlad

Tycoon

2

Business Development Team Lead

We have the benefit of having an intermediary step between CS and Sales. There's an implementation team that handles, well, the implementation. So we hand off to them on an all hands kickoff call, they do what they do, and then hand off to CS.

TennisandSales

Politicker

0

Head Of Sales

nice! yeah our CS team is also involved with implementation so im really handing it off to the Implementation lead, and the CS lead.

Diablo

Politicker

1

Sr. AE

Good for you. We have an awesome process, we do everything in Salesforce and accounts automatically gets handed over when we close a deal.

TennisandSales

Politicker

1

Head Of Sales

yeah this is what we need to move to. We just all merged onto a new salesforce instance. Once we do this process a few times, I am hopeful we dont need to have a separate meeting. we can just update the appropriate fields, assign to the right CSM and move on.

Diablo

Politicker

0

Sr. AE

Yeah, it’s self serve (except complicated customer requests) and saves so much of everyone’s time.

Pachacuti

Politicker

1

They call me Daddy, Sales Daddy

One of the bigger issues is if there are additional sales opportunities in the account and who gets credit for upsells, etc.

Why would I want to toss something over to CS if there is still significant sales opportunities in the account?!

TennisandSales

Politicker

0

Head Of Sales

this is a whole separate issue haha! I would not want to toss it to CS completely but try to stay involved.

for me, ive let implementation happen (which takes maybe 6-9 months).

And then reengage with the POC and the CS lead to see how things are going.

ChumpChange

Politicker

1

Channel Manager

I've also been through some friction migrating large accounts to our CSM team. Having a DOCUMENTED S.O.P. will save you so much pain and hassle. I recommend including an account debrief meeting with the CSM that will be receiving the account as well as a warm onboarding call with both the CSM and the client. And for the last bit of advice... once that account is sent over to them and they've accepted it... everything that happens after that is their problem.

TennisandSales

Politicker

1

Head Of Sales

the last sentence is key 😂

ChumpChange

Politicker

0

Channel Manager

It had to be said cause you know it's bound to happen.

activity

Politicker

0

VP, Business Development

Definitely a feeling out process with any CSM and figuring out how they work and then trying to make their life easier. They become your biggest ally once you do that.

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