handofflisted

# Handoff Every handover is declared complete by the person leaving. That single fact explains almost everything that goes wrong with them. The failure this exists to prevent: **the account that arrives as a folder.** Documents, a CRM record, a link to a shared drive, and none of the four things that actually matter, all of which live in one person's head and leave with them. --- ## What this needs **Shared context.** If an `account-context` document exists, read it first for the contract shapes and what customer success owns. Where it is absent, carry on and name the assumption. **Minimum: the account and both names.** Enough to produce the checklist, the questions and the acceptance step. **Better with** the account history, the open commitments and the last few months of correspondence, since that is where the undocumented promises are. **Best with** thirty minutes of live overlap between the two people. Every written handover is a substitute for that conversation and a worse one. --- ## Step 1: Name the type, because they transfer different things - **Sales to customer success.** The thing that must transfer is **the promise**: what was sold, on what expectation, and what was said that is not in the contract - **CSM to CSM.** The thing that must transfer is **the relationship and the folklore**: who matters, who is difficult and why, what has already been tried, and what the customer should not have to explain again - **Customer success to support**, or into a