A handoff refers to the activity of transferring information or responsibility from one person/system/department to another. Typically in SaaS projects, handoffs happen at least two stages: Sales to Onboarding/Implementation, and Onboarding/Implementation to Support.
A high-quality and comprehensive handoff is crucial especially from Sales to Customer Success or Onboarding. It sets the tone for the rest of the customer journey while ensuring that the onboarding process is designed keeping the customer’s goals, needs, and problems in mind. It can be irritating for customers to feel like they are working with a new partner/vendor or answer the same questions again and again.
On the same lines, there is a lot of new information learning during implementation and onboarding that can be used to better support them through the rest of their product journey.
For handoffs to be effective, Sales and Customer Success must agree on who a “good customer” is. The best way to do this is to have an Ideal Customer Profile (ICP) based on the traits of the most successful customers. Here are some other basic guidelines to follow: