As much as we like to think of complex sales and customer onboarding as different silos of the business, the become crucial to each other once a deal is closed. During the complex sales process, discussions take place on areas of potential improvement and how your product or service could best help. This information is critical in managing the direction of the customer onboarding process. A gap in this area could put your organization at risk of losing the customer your team worked so hard to get. So how can you manage this handoff between the complex sales team and the customer onboarding team effectively to ensure a smooth customer onboarding process for the client?
To effectively manage the transition between the complex sales team and the customer onboarding team, follow these steps:
- Detailed Handover Meetings: Schedule comprehensive handover meetings where the sales team briefs the onboarding team about the customer's needs, expectations, and pain points discussed during the sales process. Ensure all critical information is documented and shared.
- Unified Communication Channels: Utilize a shared communication platform where both teams can access and update customer information. This ensures everyone is on the same page and can address any issues promptly
- Collaborative Planning: Develop a joint onboarding plan that includes input from both the sales and onboarding teams. This plan should outline key milestones, responsibilities, and timelines, ensuring a seamless transition and clear accountability.
- Continuous Feedback Loop: Establish a feedback mechanism where the onboarding team can provide insights to the sales team about the effectiveness of the onboarding process. This allows for continuous improvement and alignment between teams.
- Customer Involvement: Involve the customer early in the onboarding process by setting expectations and confirming the information shared by the sales team. This helps in building trust and ensuring that the customer feels valued.