Once the deal is closed, you must ensure that new customers use your product as effectively as possible.
If not, they’ll think your product or service is no good and that you made empty promises during the selling stage, resulting in your retention rate going down the drain.
This is where customer success managers come in. It’s crucial for your retention rates that your customer success team coaches new customers through using your product or service. This is important since the ease of interpretation and implementation is one of the customers’ most important concerns.
However, most businesses drop the ball when handing over a client to customer success. They’ll ask the same questions that sales asked, and the new client won’t be able to utilize your product or service to their advantage.
What is a sales to CSM handoff?
A sales to CSM(Customer Success Manager) handoff is when new customers transition from pre-sale to post-sale and implement your product or service.