managing critical handoffs

©2015 Gainsight. All Rights Reserved.

Managing Critical Handoffs Across the Customer Lifecycle

EMILIA M. D’ANZICAWalkMe

KAREN PISHACode42

CHAD HORENFELDTBluecore


• VP, Customer Engagement, WalkMe.

• Addicted to customer experience & strategy, your stories & travel.

• Current Trans-Global Executive MBA Candidate @StMary’s – yes it is a ton of work!

• Canadian

• Quiz: The nanny or the mommy?

Emilia M. D’Anzica


Karen Pisha• SVP Customer Success, Code42

• Software and Customer Success for 20 years. Previously at Adaptive, Eloqua (Oracle) and SuccessFactors

• Love working for high growth SaaS companies

• Michigan-based

• Cycling and being outdoors


• VP Customer Success, Bluecore• In the Customer Success world for 15 years.

Previously at Eloqua (Oracle) and Influitive• Passionate about all things Customer Success and

especially helping others• Canadian• Loves hockey playoffs• Crazy passion for start-ups

Chad Horenfeldt


Creating the Customer Success Relationship with Sales

• Before you create or change process, talk to the stakeholders and team members!

• Ask them what would the ideal communication process look like.

• Expect reiterations as your company & product evolve.

Understand the pain points

• Create a V2MOM to get buy-in.

• Test your ideas & fail fast.

• Tools & Automation.

• Branding! Make the transition part of a unique branded process.

• Communicate with stakeholders & team often.

Provide a Solution


V2MOM

• What is it?• Why use it?• How often?• Define

• Program Charter and Objectives• Your Customer Success Organization – what do you need?• What are your priorities by Quarter for the year?• Customer Lifecycle – esp. why successful transitions are key• Vision: What’s yours?• Value: What will your program bring?• Obstacles: Current, Future: Expansion & People• Measures: What is your success criteria?• Methods: escalation path, transition path, expansion path, more…

Simple Framework to get buy-in


Top three tips for Hand-Offs

Communication is King

KISS: Communication that counts

Automate as much as you can

Make the transition measurable – include a question about it in your NPS


Access to WalkMe’s Transition Email from Sales to CS


Where do I start?.....

• Form a cross-functional team

• Document every customer interaction

• Determine where messages or interactions are not ideal

• Ask your customers for feedback

• This is an ongoing process…


Customer Segmentation Plays a Role

• CSMs introduced during sales process for strategic customers

• Initial contact within 24 hours of close important in all segments

• Monitoring is critical to make sure customers are getting success

Transitions may differ by customer segment

High Touch

Medium Touch

Low Touch


Monitoring to Ensure Compliance

• CRM (SFDC or other) used to make sure that introductions are happening and customers are progressing

• Gainsight – CTA and dashboards to monitor

• NPS – Feedback from customers

Ongoing Process


Customer Lifecycle

Buy-in Needed Across Teams


How to avoid this when working with sales

Two areas of focus in CS/Sales transitions:• How best to roll out

CS/Sales processes• Tools for smooth

transitions and collaboration

Remove the word “hand-off” – use the word transition


Tips for Effective Transition Processes Between CS and Sales

• Ensure that there is plan with clear goals, timeline and roles• Start with a few people and get their buy-in and then roll-out to

others. Do not try to roll out en-masse• Use carrots and sticks• When working with sales, CS should use the tools that they use and

work in their environment. Make it easy for them• Measure the results – keep everyone accountable

Take baby steps but have a clear plan


Tools for Smooth Transitions and Collaboration

• Capturing key information in your CRM and not in Google Docs

• Chatter in SFDC (or something where the information is in your CRM)

• Having other tools roll up into your CRM: Gainsight, Support tools, PM Tools. Everyone should have full visibility on your customers

Centralize information in your CRM – eliminate silos


On the Opportunity is a button ‘Sales to CS Transition Form’

Past Example: Transition from Sales to CS


Objectives•Organization Objectives•AdvocateHub Definition of Success•Key Metrics

Specific Information During the Sales Process•Objections during the sale process•Launch Time Frame•Any red flags or special terms•Customer Executive•Who are the main contacts

Past Example: Transition from Sales to CS


Q&A

managing critical handoffs

Leadership & Management