The Customer Success Café Newsletter

The Customer Success Café Newsletter

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The Customer Success Café Newsletter
Fix Broken Sales-to-CS Handoffs With 6 Essential Questions
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Fix Broken Sales-to-CS Handoffs With 6 Essential Questions

Hakan @ The CS Café Newsletter's avatar
Hakan @ The CS Café Newsletter
Apr 03, 2025
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The Customer Success Café Newsletter
The Customer Success Café Newsletter
Fix Broken Sales-to-CS Handoffs With 6 Essential Questions
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Most CS leaders I talk with share the same frustration:

"We've tried everything to get Sales to provide better handoff information, but nothing sticks."

After seeing this pattern repeat across dozens of organizations, I've noticed something important—the teams that solve this challenge don't just create better processes; they fundamentally change the psychology of the handoff.

Here's what actually works in practice:

The Minimum Viable Handoff

Forget the boring discovery documents. Most fail because they're too ambitious.

The magic number is 5-7 questions—enough to get critical information without overwhelming Sales teams.

But here's the key difference: successful teams make these questions un-avoidable. They embed them directly in the CRM as required fields.

As one CS leader put it, "AEs cannot mark a deal as 'closed-won' until they complete those fields."

Moreover, make it visual, not just processes.

One interesting approach is to create a "CS Readiness Score" dashboard that shows the completion percentage for each deal.

When a deal hits 80%, it gets a green light for the handoff—and more importantly, to process the sales rep’s commission.

This visual indicator makes progress real rather than an abstract theory.

The Psychology of Alignment

Technical solutions alone don't solve human problems.

The most effective organizations recognize that incentives drive behavior:

  • Consider withholding 10-15% of sales commission until the first use case is successfully implemented, a strategy I detail in my sales-CS alignment and compensation guide

  • Calculate and promote how improved handoffs directly accelerate revenue recognition timing, which can significantly transform your SaaS metrics and revenue impact

  • Reframe handoff documentation as "giving Sales time back"

  • Show how proper handoffs reduce the post-sale questions that pull AEs away from new deals, something I've explored in my article on CSM-Account Executive collaboration


Need personalized guidance implementing these strategies? I offer 100% email-based coaching to help CS professionals transform their operations and boost their careers—no calls required, so you can follow up at your own pace.

Book a Coaching Session (Only 2 seats left for April) →


Want the Full Sales-to-CS Playbook? Access Premium Content

The strategies above are just the beginning. In the premium section below, I share the exact templates, scripts, and frameworks I've developed while coaching CS leaders—from high-growth startups to Fortune 500 companies—who've achieved 40% efficiency gains on average and $120K-$200K+ roles.

You'll get:

  • The "Perfect 6" handoff questions that work across any industry

  • A plug-and-play template for the CS Readiness Dashboard (with implementation instructions similar to what top companies like Salesforce use)

  • The 4-week implementation roadmap that's helped my clients reduce time-to-value by 37%

  • Conversation guides for getting buy-in from reluctant Sales VPs

Upgrade to Premium Now →

"The templates alone saved us 40+ hours of work. The ROI was immediate." —Varun G., VP of CS

"The CS Café is incredibly valuable! It gives a view on how and what to do next."—Lara Barnes, SVP, Customer Success

🔐PREMIUM: Implementation Secrets for Easy Handoffs

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