A customer should not have to explain again why they bought, or discover that a crucial promise never reached the implementation team. The handoff transfers the context of the decision without treating sales notes as unquestionable truth.
Record the desired outcome
State what the customer is trying to change, how it will be measured and by when. Features and packages do not replace the business objective.
Declare every commitment
Gather integrations, custom work, deadlines, pricing exceptions and approvals. Every promise needs an owner and confirmation that it can be delivered.
Map people and decisions
Record the sponsor, administrator, users, security and procurement contacts. The person who signed may not be carrying out the implementation.
Confirm the context with the customer
Hold a joint kickoff with a brief recap and room for corrections. Do not present internal assumptions as agreed facts.
Close the loop with sales
Report mismatches and recurring promises that make onboarding difficult. The handoff should also improve the next sale.
This framework is an original editorial methodology developed by DigitalNow.