CS Handoff

Design the process that moves a customer from the seller who won them to the owner who keeps them. Lincoln Murphy's diagnosis frames the stakes: "Customers hate three things: surprises, uncertainty, and repeating themselves" - and a poor handoff delivers all three before the customer's first call with CS. He attributes customers ghosting during onboarding "100% of the time" to a poorly designed - or not-designed-at-all - sales handoff process.

The design job has six decisions:

• The trigger event and its gate.
• The required data set.
• The artifact it travels in.
• The timing clocks.
• The meeting pattern.
• An accountability chain with an explicit acceptance step.

The named canon, where it genuinely helps: