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  • Writer's pictureNofar Gottlieb
    • Mar 28, 2023
    • 3 min read

When is the best time to do a handoff between sales and CS?

Handoffs are critical steps that, if not carried out correctly and at the right time, may negatively impact the customer experience (and may ignite a snowball effect).


As well, a good process management approach may increase the likelihood of closing the deal.


As I see it, there are several possible scenarios:


  1. The sales process is complete, the salesperson passes the baton to the CS, and the CS communicates with the customer only after the deal is closed.

  2. The sales process has not yet ended, and the CS enters the final stage of the sale as additional support for closing the deal - mainly to give the customer the feeling that there is someone who will accompany them in the future and that they are not alone.

  3. Towards the end of the sales process, the CS enters, not just to help close the deal, but mainly to establish the infrastructure for the beginning of the


onboarding process with the customer (and you want a customer who has gone through onboarding quickly).


Each scenario has pros and cons -

A CS's guidance during the sales process significantly increases the chances of closing the deal, creates a stronger relationship with the customer early in the process, and speeds up the onboarding process.

On the other hand, it takes time and shifts the focus of the CSM away from other CS processes.


Additional parameters that should be considered when determining the right approach include - how complex is the onboarding process?

Does the product accessible enough for the customers?

Is the organization interested in building personal relationships with consumers?

As well as the KPIs you have set for these teams.


Examine what the right approach is for your organization, at the stage you are in, and for the goals you set for the customer-facing teams, and then make the right decision for you.




ืžืชื™ ื”ื›ื™ ื ื›ื•ืŸ ืœืขืฉื•ืช Handoff ื‘ื™ืŸ Sales ืœ-CS ื•ืื™ืš ืืคืฉืจ ืœืงืฆืจ ืืช ื”ืื•ื ื‘ื•ืจื“ื™ื ื’?

ื›ืฉืžืกืชื›ืœื™ื ืขืœ ื—ื•ื•ื™ืช ืœืงื•ื—, ืฆืจื™ืš ืœื”ืชื—ื™ืœ ืžืžืฉ ืžื”ื”ืชื—ืœื”, ืžื” ื”ื•ื ื—ื•ื•ื” ืžื”ืจื’ืข ืฉื”ื•ื ืฉืžืข ืขืœื™ื ื•, ื ื›ื ืก ืœืืชืจ ืœื”ืชืจืฉื, ื”ื—ืœื™ื˜ ืœืงื‘ื•ืข ื“ืžื• ื•ืคื’ืฉ ื‘ืื™ืฉ ื”ืžื›ื™ืจื•ืช ืœืจืืฉื•ื ื”. ื”ื”ืžืฉืš ื”ื™ืฉื™ืจ ื”ื•ื ื›ืžื•ื‘ืŸ ื›ืœ ืชื”ืœื™ืš ื”ืžื›ื™ืจื” ืขื“ ืœืกื’ื™ืจื” ืฉืœื” - ืื‘ืœ - ื™ืฉ ืคื” ื ืงื•ื“ื” ืงืจื™ื˜ื™ืช ืฉื—ืฉื•ื‘ ืœืฉื™ื ืืœื™ื” ืœื‘ - ืฉืœื‘ ื”-handoff ืœืฆื•ื•ืช ื”-CS.


ื–ื” ืฉืœื‘ ืงืจื™ื˜ื™, ืฉืื ืœื ื™ื ื•ื”ืœ ื ื›ื•ืŸ ื•ื™ืชืงื™ื™ื ื‘ืฉืœื‘ ื”ื ื›ื•ืŸ, ื—ื•ื•ื™ืช ื”ืœืงื•ื— ืขืฉื•ื™ื” ืœื”ื™ืคื’ืข (ื•ื–ื” ืขืฉื•ื™ ืœื”ืชื—ื™ืœ ื›ื“ื•ืจ ืฉืœื’ ื’ื“ื•ืœ ื™ื•ืชืจ). ืžื” ื’ื ืฉื ื™ื”ื•ืœ ื ื›ื•ืŸ ืฉืœ ื”ืชื”ืœื™ืš ืขืฉื•ื™ ืœื”ื’ื“ื™ืœ ืืช ืกื™ื›ื•ื™ื™ ืกื’ื™ืจืช ื”ืขืกืงื”, ื•ื‘ื”ืžืฉืš ื’ื ืœืงืฆืจ ืžืฉืžืขื•ืชื™ืช ืืช ืฉืœื‘ ื”ืื•ื ื‘ื•ืจื“ื™ื ื’.


ื›ืคื™ ืฉืื ื™ ืจื•ืื” ืืช ื–ื” - ื™ืฉ ื›ืžื” ืกื ืจื™ื•ื– ืืคืฉืจื™ื™ื:

  1. ืชื”ืœื™ืš ื”ืžื›ื™ืจื” ื”ืกืชื™ื™ื, ื”-Sales person ืžืขื‘ื™ืจ ืฉืจื‘ื™ื˜ ืœCS ื•ื”CS ืžืชืงืฉืจ ืขื ื”ืœืงื•ื— ืจืง ืœืื—ืจ ืกื’ื™ืจืช ื”ืขืกืงื” (ื›ืžื•ื‘ืŸ, ืžืฆื•ื™ื“ ื‘ื›ืœ ื”ืžื™ื“ืข ื”ืจืœื•ื•ื ื˜ื™ ืœืคื’ื™ืฉื” ื”ืจืืฉื•ื ื” ืขื ื”ืœืงื•ื—).

  2. ืชื”ืœื™ืš ื”ืžื›ื™ืจื” ืขื•ื“ ืœื ื”ืกืชื™ื™ื, ื•ื”-CS ื ื›ื ืก ื‘ืฉืœื‘ ื”ืกื•ืคื™ ืฉืœ ื”ืžื›ื™ืจื” ื›ืจื•ื‘ื“ ื ื•ืกืฃ ืฉืœ ืกื’ื™ืจืช ืขืกืงื” - ื‘ืขื™ืงืจ ื›ื“ื™ ืœืชืช ืœืœืงื•ื— ืืช ื”ืชื—ื•ืฉื” ืฉื™ืฉ ืžื™ ืฉื™ืœื•ื•ื” ืื•ืชื• ื‘ื”ืžืฉืš ื•ืฉื”ื•ื ืœื ืœื‘ื“ (ื•ืื•ืœื™ ืœืขื ื•ืช ืขืœ ืฉืืœื•ืช ืขืžื•ืงื•ืช ื™ื•ืชืจ ืขืœ ื”ืžื•ืฆืจ).

  3. ืœืงืจืืช ืกื•ืฃ ืฉืœื‘ ื”ืžื›ื™ืจื” ื ื›ื ืก ื”-CS, ืื‘ืœ ืœื ืจืง ืœืขื–ื•ืจ ืœืกื’ื•ืจ ืืช ื”ืขืกืงื”, ืืœื ื‘ืขื™ืงืจ ื›ื“ื™ ืœื‘ืกืก ืืช ื”ืชืฉืชื™ื•ืช ืœืชื—ื™ืœืช ืชื”ืœื™ืš ื”ืื•ื ื‘ื•ืจื“ื™ื ื’ ืขื ื”ืœืงื•ื— (ื•ืืชื ืจื•ืฆื™ื ืœืงื•ื— ืฉืขืฉื” ืื•ื ื‘ื•ืจื“ื™ื ื’ ืžื”ื™ืจ) ื•ืžืขืจื›ืช ื”ื™ื—ืกื™ื ื”ื”ืžืฉื›ื™ืช.

ืœื›ืœ ืกืจื ื™ื• ื›ื–ื” ื™ืฉ ื™ืชืจื•ื ื•ืช ื•ื—ืกืจื•ื ื•ืช -

ื‘ืœื™ื•ื•ื™ ืžื•ืงื“ื ืฉืœ ื”-CS ื‘ืชื”ืœื™ืš ื”ืžื›ื™ืจื” - ื ื•ืฆืจ ืื™ื’'ื™ื™ื ืžื ื˜ ื—ื–ืง ื™ื•ืชืจ ืขื ื”ืœืงื•ื— โ€“ ืฉื ื•ื›ื— ืœื›ืš ืฉื”ื•ื ืžืœื•ื•ื” ื™ื“ ื‘ื™ื“ ื›ื‘ืจ ื‘ืฉืœื‘ ื”ืžื›ื™ืจื” ืขื ืžื™ ืฉื™ืœื•ื•ื” ืื•ืชื• ื‘ืชื”ืœื™ืš ื”ืื•ื ื‘ื•ืจื“ื™ื ื’ ื•ืœืื—ืจ ืžื›ืŸ. ื•ื–ื” ืžื’ื“ื™ืœ ืžืฉืžืขื•ืชื™ืช ืืช ืกื™ื›ื•ื™ื™ ืกื’ื™ืจืช ื”ืขืกืงื”, ืžื™ื™ืฆืจ ืžืขืจื›ืช ื™ื—ืกื™ื ื—ื–ืงื” ื™ื•ืชืจ ืขื ื”ืœืงื•ื— ื‘ืฉืœื‘ ืžื•ืงื“ื ื•ืžื’ื“ื™ืœ ืกื™ื›ื•ื™ ืœื”ืฉืœื™ื ืืช ื”ืื•ื ื‘ื•ืจื“ื™ื ื’ ื‘ื–ืžืŸ ืงืฆืจ.

ืžืฆื“ ืฉื ื™ - ื–ื” ื’ื•ื–ืœ ื–ืžืŸ ื•ืžืกื™ื˜ ืืช ื”ืคื•ืงื•ืก ืฉืœ ื”-CSM ืžืชื”ืœื™ื›ื™ CS ืื—ืจื™ื ืฉื‘ืื—ืจื™ื•ืชื•.


ืขื›ืฉื™ื•, ืื™ืŸ ืคื” ื ื•ืกื—ืช ืงืกื ืื—ืช ืฉืขื•ื‘ื“ืช ืœื›ื•ืœื.

ื•ืืคื™ืœื• ื™ืชื›ืŸ ืฉืชืชื—ื™ืœื• ื‘ื“ืจืš ืื—ืช, ื•ืชืฉื ื• ืื•ืชื” ื‘ื”ืžืฉืš ืœื™ืขื“ื™ ื”ื—ื‘ืจื” ื•ื”ืžืฆื‘ ื”ืงื™ื™ื.


ื”ื”ื—ืœื˜ื” ืขืœ ื”ื“ืจืš ื”ื ื›ื•ื ื” ืฆืจื™ื›ื” ืœืงื—ืช ื‘ื—ืฉื‘ื•ืŸ ืคืจืžื˜ืจื™ื ื ื•ืกืคื™ื ื•ืžื”ื ื›ืžื• - ื›ืžื” ืžื•ืจื›ื‘ ื”ืื•ื ื‘ื•ืจื“ื™ื ื’? ื”ืื ื”ืžื•ืฆืจ ืžืกืคื™ืง ืžื•ื ื’ืฉ ืœืœืงื•ื—? ืขื“ ื›ืžื” ื”ืืจื’ื•ืŸ ืจื•ืฆื” ื‘ืื•ืชื” ื ืงื•ื“ื” ืœื™ื™ืฆืจ ืงืฉืจื™ื ืื™ืฉื™ื™ื ืขื ื”ืœืงื•ื—ื•ืช (ืืจื’ื•ืŸ ืฉืขื“ื™ื™ืŸ ืžื“ื™ื™ืง ืืช ื”-PMF - ื™ืจืฆื” ืœื™ื™ืฆืจ ืงืฉืจ ื—ื–ืง ื•ืงืจื•ื‘ ืขื ื”ืœืงื•ื—, ื‘ื ื™ื’ื•ื“ ืœืืจื’ื•ืŸ ืขื PMF ืžื‘ื•ืกืก, ืฉื–ื” ืคื—ื•ืช ืžืขืกื™ืง ืื•ืชื•), ื™ื—ื“ ืขื ื”-KPI's ืฉื”ื’ื“ืจืชื ืœืฆื•ื•ืชื™ื ื”ืืœื• (ืœืžืฉืœ - ืื ืื—ื“ ื”ื™ืขื“ื™ื ื”ื•ื ืœืงืฆืจ ืžืฉืžืขื•ืชื™ืช ืืช ืฉืœื‘ ื”ืื•ื ื‘ื•ืจื“ื™ื ื’ - ืื– ื™ืฉ ืขืจืš ื’ื“ื•ืœ ืžืื•ื“ ืœื”ื›ืจื•ืช ืขื ื”-CS ืขื•ื“ ื‘ืฉืœื‘ ื”ืžื›ื™ืจื”).


ืชื‘ื—ื ื• ืžื” ื”ื“ืจืš ื”ื ื›ื•ื ื” ืœืืจื’ื•ืŸ ืฉืœื›ื, ืœืฉืœื‘ ืฉื‘ื• ืืชื ื ืžืฆืื™ื, ื•ืœื™ืขื“ื™ื ืฉืืชื ืžืฆื™ื‘ื™ื ืœืฆื•ื•ืชื™ ื”-customer-facing ื•ืื– ืชืงื‘ืœื• ืืช ื”ื”ื—ืœื˜ื” ื ื›ื•ื ื” ืขื‘ื•ืจื›ื

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