Sales to CS Handoff Process Implementation - Project Details / Task List
Tag: sales-cs-handoff
Total Hours: 30h
Structure: Single Milestone (<=50h)
Milestone: Sales to CS Handoff Process Implementation
Description: A process design and automation project that creates a standardized, CRM-integrated handoff workflow between Sales and Customer Success teams, ensuring CS teams receive full customer context before onboarding begins.
Task List: (Sales to CS Handoff) 1. Assessment & Design
Contains: Parts 1-2
| Task | Est | Description |
|---|---|---|
| 1. Audit Current Handoff Process | 2.5h | Document how Sales-to-CS handoffs happen today, including informal practices. End state: Gap analysis showing what information is captured, what's missing, and where handoffs fail. • Interview 3-5 Sales reps on how they currently hand off accounts • Interview 3-5 CSMs on what context they receive vs. what they need • Review last 10-15 closed deals to assess data completeness in CRM • Document current handoff timing (when does CS first engage?) • Identify recurring pain points (e.g., missing stakeholder info, unclear goals) • Quantify impact: average time CS spends gathering info post-close |
| 2. Define Handoff Trigger Criteria | 2h | Establish the specific conditions that trigger the handoff process. End state: Documented trigger criteria agreed upon by Sales and CS leadership. • Define the deal stage that initiates handoff (e.g., Closed-Won, Contract Signed) • Determine if early CS introduction is needed for complex deals • Specify deal size or complexity thresholds for different handoff types (high-touch vs. low-touch) • Document any exceptions or special handling rules • Get sign-off from VP Sales and VP CS on trigger criteria |
| 3. Align on Required Handoff Information | 2h | Create the definitive list of information CS needs to begin onboarding effectively. End state: Handoff information checklist approved by both teams. • Define customer context fields: business goals, pain points, success criteria • Define stakeholder fields: champion, decision-maker, executive sponsor, technical contact • Define scope fields: products purchased, contract terms, implementation timeline • Define risk fields: known objections, concerns raised during sales, competitor threats • Define relationship fields: communication preferences, key conversations, promises made • Prioritize fields as required vs. optional based on customer segment |
| 4. Design the Handoff Workflow Process | 2.5h | Create the step-by-step process for how handoffs will execute, including timing, ownership, and escalation paths. End state: Documented workflow with clear roles and SLAs. • Map the end-to-end handoff workflow from trigger to CS first contact • Define ownership for each step (Sales owns until X, CS owns after Y) • Set SLAs: time from close to handoff completion, time from handoff to CS first touch • Create escalation path for incomplete handoffs (who follows up, when) • Design workflow variations for different customer segments (enterprise vs. SMB) |
| 5. Configure CRM Handoff Fields and Objects | 3h | Build the required CRM infrastructure to capture and display handoff information. End state: CRM fields, layouts, and page sections configured for handoff data. • Create or repurpose CRM fields for all required handoff information • Add handoff section to Opportunity/Account page layout in Salesforce/HubSpot • Configure field validation rules (required fields before stage advancement) • Set up handoff completion checkbox or status field • Create handoff notes field for qualitative context • Test field visibility and permissions for Sales and CS roles |
| 6. Build Handoff Automation and Notifications | 3.5h | Implement automated triggers that notify CS and enforce handoff completion. End state: Automation active that alerts CS on close and blocks incomplete handoffs. • Create automation: when deal closes, assign CS owner if not already set • Build notification: Slack/email alert to assigned CSM when deal closes • Configure task creation: auto-create handoff review task for CSM • Set up validation rule: prevent Closed-Won without required handoff fields • Build handoff summary report that auto-populates with key deal info • Test automation with sample records before go-live |
| 7. Create Handoff Documentation Templates | 2h | Build standardized templates that capture handoff information in a consistent format. End state: Handoff document template ready for Sales to complete. • Create handoff summary template (Google Doc, Notion, or CRM notes) • Include sections for: customer goals, stakeholders, scope, risks, key conversations • Add prompts/questions to guide Sales through comprehensive documentation • Build CS intake checklist to verify handoff completeness • Create quick-reference card for Sales on handoff requirements |
Task List: (Sales to CS Handoff) 2. Pilot & Rollout
Contains: Parts 3-4
| Task | Est | Description |
|---|---|---|
| 8. Conduct Pilot with Select Accounts | 3h | Test the new handoff process with a small group of deals before full rollout. End state: Pilot completed with 5-10 handoffs and feedback collected. • Select 5-10 upcoming deals for pilot (mix of deal sizes) • Brief participating Sales reps and CSMs on pilot process • Execute handoffs using new workflow and templates • Track time to complete handoff and time to CS first touch • Document friction points and missing elements |
| 9. Gather Feedback and Refine Process | 2h | Collect structured feedback from pilot participants and iterate on the process. End state: Process refined based on real-world feedback. • Conduct feedback sessions with pilot Sales reps (what was hard, what was missing) • Conduct feedback sessions with pilot CSMs (did they get what they needed) • Survey customers from pilot accounts on their handoff experience • Identify quick wins for immediate fixes • Update workflow, templates, and CRM configuration based on feedback • Document changes for training materials |
| 10. Train Sales Team on Handoff Requirements | 1.5h | Enable the full Sales team on the new handoff process and their responsibilities. End state: All Sales reps trained and equipped to execute handoffs. • Schedule training session for Sales team (30-45 minutes) • Cover: trigger criteria, required fields, documentation template, timing expectations • Walk through a sample handoff using real CRM screens • Provide quick-reference guide and FAQ document • Record session for new hire onboarding |
| 11. Train CS Team on Intake Process | 1.5h | Enable the CS team on how to receive handoffs, verify completeness, and escalate issues. End state: All CSMs trained on intake workflow. • Schedule training session for CS team (30-45 minutes) • Cover: how to find handoff data in CRM, intake checklist, escalation process • Walk through reviewing a completed handoff • Practice identifying incomplete handoffs and requesting missing info • Provide quick-reference guide and escalation contacts |
| 12. Communicate Process to Leadership and Launch | 2h | Inform leadership, set expectations, and officially launch the new process. End state: Process live with leadership visibility and accountability. • Create executive summary of new process for VP Sales and VP CS • Set up handoff metrics dashboard (completion rate, time to first touch, escalations) • Announce launch to full revenue org via email/Slack • Set go-live date and communicate clearly to both teams • Schedule weekly check-in for first month to address issues quickly |
| 13. Hand Off to Client and Establish Governance | 2.5h | Transfer ownership of the process to client RevOps team with documentation and monitoring. End state: Client self-sufficient with process running and metrics tracked. • Transfer admin access to CRM automations and reports • Deliver documentation package: process doc, templates, training recordings • Establish governance rhythm: who reviews handoff metrics, how often • Define process for updating handoff requirements over time • Schedule 30-day and 60-day check-ins to assess adoption • Close out project |
Summary
- Total Task Lists: 2 (consolidated from 4 Parts)
- Total Tasks: 13 (one per Step)
- Total Hours: 30h
- Generated from: playbook_sales-to-cs-handoff-process-implementation.md
- Generated on: 2025-12-31